ITCH Volunteer Case Notes
From ITCH
Please add notes from client visits here so we can pool our experiences
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Thanks SteveLee
Wireless connections
This particular list of actions and things to try came about because a client's laptop wouldn't connect to a BT Voyager wireless router whereas another laptop and a desktop connected OK.
Firstly, I used my own laptop to wirelessly connect to the modem/router which confirmed that the modem/router was functioning properly and that I had the right encryption key. What I then checked was this (and if you change anything in any step, see if you can now find the wireless network before trying the next step):
on the laptop:
- look for a physical switch that turns the wireless card on/off
- check the logical switch (Func-F2 on Dell) is set on
- check the BIOS reports the wireless card is active and on
- check the "Event Log" service is running (I've found that wireless connect won't function without this) (start/run/type 'services.msc' and look for "Event Log" and check it is started)
- check the wireless adaptor driver has been updated to latest version
- check laptop is on mains power (so powersave hasn't turned off the wireless adaptor)
- turn off firewall
- One volunteer has found that remnants of Norton firewall can remain even if Norton is un-installed. This remnant can block certain ports and possibly stop a wireless network being detected. There is a special Norton removal tool downloadable from Symantec here: http://service1.symantec.com/SUPPORT/tsgeninfo.nsf/docid/2005033108162039] An alternative is to use the program called "CCleaner". It is free, and when installed, look under the 'un-install' tab, and check if Norton shows on the list. If so, use CCleaner to un-install it.
- find out what is managing the wireless network settings by start/settings/network connections; right click to get properties for "Wireless Network Connection"; click on tab "Wireless networks"; see if "Use Windows to configure..." is checked. If not then you need either to check it or to find the program that manages the settings, e.g. Intel wireless PRO. I've assumed Windows is managing the settings below.
- also on the Wireless Networks tab, look at the properties of the wireless network you are trying to connect to. Check the authentication (encryption) type, the network key, ad-hoc network check-box is off (note: you should be able to see the network even if you don't have the right encryption or right key)
- also on the Wireless Networks tab, click on Advanced (towards bottom) and make sure "Any available network" is checked.
- also on the Wireless Networks tab, clear out the list of "Preferred Networks" that previously have been picked up
- if you still can't find the network, then manually enter the SSID and other info, making sure the ad-hoc network check-box is off
- go to start/settings/network connections; right click on "Wireless Network Connection" and select disable. Re-boot. Come back here and enable.
- go to start/settings/network connections; right click on "Wireless Network Connection" and select repair.
in the modem/router:
- check the modem/router is transmitting its SSID (there is an option somewhere; it varies by router)
- check that either MAC address checking is disabled or if enabled, that the subject PC/Laptop is in the list with appropriate permissions (i.e. not barred)
- turn off NAT temporarily
- turn off WEP/WPA encryption temporarily
you might need to try some of the things on the laptop again......
and finally, unscrew the wireless card from the laptop, carefully clean connectors making sure you are earthed before touching the connectors or any exposed electronic bits and then carefully and very firmly re-seat the card back into its slot in the laptop.
You should be able to operate the modem/router un-plugged from the telephone line so disabling important things like firewalls and NAT shouldn't have a detrimental effect.
Removing Onspeed
Please replace this with the case notes
USB broadband modems on older systems
On one older Windows 98 system with a USB attached Alcatel speedtouch 330 broadband modem, the client found that the Internet connection dropped after a while. After asking the ITCH group for ideas we replaced the external modem with an Alcatel internal broadband modem and have had no problems since. According to some blogs this is a common problem with USB attached broadband modems on older systems, although (not surprisingly) the ISP could not comment. Swscotland
