Before You Begin
When you discover a problem you think might be network-related, you can get help resolving the issue.
The steps you need to take in reporting network problems are different based on who you are and the type of problem you're experiencing. Two types of network issues are described in this article:
- Wired network issues
- Wireless network issues
This article is intended to help you report problems correctly so they are resolved more quickly.
Wired Network Issues
Wired network connectivity problems are usually associated with the following symptoms:
- Unable to access websites or Internet resources
- Slow network connection
- Broken network jack
If you are having problems when using a wired network connection, please report your problem as described below.
Important: To report a wired network issue, you must provide the associated port number. Each network port is labeled with a sticker that bears the port number. This piece of information is critical to troubleshooting and resolving wired network problems.
Students - Contact the Technology Support Center
If you are a student and are having a wired network connectivity issue, please call the Technology Support Center at 309-438-4357. The Support Center will assist you in troubleshooting the problem.
If the issue is related to a ResNet data port in your residence hall room, the Support Center will log your Incident and request to have a Residential Computer Consultant (RCC) visit your room to verify and troubleshoot the issue.
If the issue is related to another location, such as a computer lab, the Support Center will log your Incident and will notify the technical support staff responsible for the location.
Faculty and Staff - Contact Local Tech Support
If you are a faculty or staff member and are having a wired network connectivity issue in your office or another location maintained by your department, please contact your local technical support staff to report the problem.
Your local support staff will troubleshoot the problem. If necessary, your local support can report the problem to AT Infrastructure, Operations, and Networking (ION) by logging it as an Incident.
If you need help determining who to contact, please visit the Support & Requests section of the Support Center website. Locate the small box on the right side of the page labeled "Your Local Tech Support." Log in to see the name and contact information for your department's local technical support unit. You can also call the Support Center at 309-438-4357 for help determining who to contact.
Broken Network Jack - Report Using Online Form
If you discover a physically damaged network jack, you can report this problem through the Support Center website. All students, faculty, and staff are eligible to report broken network jacks using this form.
To report a broken network, visit the Support & Requests section of the Support Center website. You should ONLY use this form to report problems when the network port in question is obviously damaged. If you are experiencing slow connectivity or another kind of network problem, do not use this form to report your problem. Instead, refer to the information above.
Wireless Network Issues
Wireless connectivity issues are usually associated with the following symptoms:
- Unable to connect to the campus wireless network
- Unable to stay connected to wireless
- Unable to log in to the guest wireless network, isu-guest
If you are having problems when using wireless on campus, please report your problem as described below.
Troubleshooting Wireless Issues
Before you seek assistance through one of the technical support options on campus, you may want to try troubleshooting your wireless issue on your own. The following article describes how to troubleshoot common wireless issues at Illinois State as well as how to report those problems to ION.
All Students, Faculty, and Staff
Stop by the Support Center in Julian Hall 115 or the TechZone Service Center on the second floor of the Bone Student Center for assistance in troubleshooting and resolving your wireless issues.
The Support Center can also attempt to assist you over the phone. Call 309-438-4357 to speak with a Support Center Desk analyst.
If you are a faculty or staff member, you can also get assistance from your local tech support staff.