Purpose
This article provides end-users with step-by-step guidance for diagnosing and resolving network connectivity issues—whether on a local area network (LAN) or using Cisco AnyConnect VPN. It covers both wired and wireless connections and is intended to help users perform basic troubleshooting prior to contacting IT support.
Process
Initial Troubleshooting
Determine Connection Type:
Identify whether your device is connected via a wired (Ethernet) or wireless network. Wired connections typically provide greater stability and faster speeds compared to wireless.
Confirm Network Availability:
Make sure the network you're attempting to use is functioning properly. Check with nearby users to see if they are experiencing similar issues. Testing with a different device may not be effective if the problem is tied to your credentials, such as a locked account or incorrect username/password.
For On-Site Local Area Network (LAN) Issues
- Restart Your Device: Often, this simple step can resolve many connectivity issues.
- Check Physical Connections (Wired Only): Ensure your Ethernet cable is securely connected to both your computer and the router/modem. Additionally, inspect on-site components like wall plates, docking stations, or phones that the cables are connected to, especially when troubleshooting on-site issues.
- Check Wi-Fi Signal Strength (Wireless Only): Move closer to your Wi-Fi router to improve signal strength, if possible.
- Restart Your Router/Modem: Unplug it from power for 30 seconds, then plug it back in. Wait a few minutes for it to fully restart.
- Run a Network Diagnostic: Use your operating system’s built-in network troubleshooter to identify and sometimes automatically resolve issues.
- If you search "Network" in the search option on your task bar, an option for the the "Find and Fix network problems" should appear as one of the options.
- This window above will open. Click the next button and the following screen will appear. Click "Troubleshoot my connection to the Internet" to begin the diagnostic.
For Cisco AnyConnect VPN Connectivity Issues
- Check Internet Connection: Confirm your base internet connection is working properly without the VPN.
- Restart Cisco AnyConnect Client: Close and reopen the Cisco AnyConnect client.
- Verify VPN Settings: Ensure you have the correct server address and login credentials. Not using the correct address for your access could cause issues.
- Restart Your Device: Often, this simple step can resolve many connectivity issues. Restarting your home router or modem might also resolve the issue.
- Check Physical Connections (Wired Only): Ensure your Ethernet cable is securely connected to both your computer and the router/modem.
- Check Wi-Fi Signal Strength (Wireless Only): Move closer to your Wi-Fi router to improve signal strength, if possible.
- Check for Network Overload: If connecting via your home network, high bandwidth activities by you or others on your network can affect connectivity. Be mindful of activities on your home network such as streaming, large downloads, or extensive online gaming.
- Contact IT Support: If you continue to experience issues, your organization’s IT support team may need to adjust settings on their end or provide specific advice for your situation.
- Keep Your System Updated: Regularly update your personal device's operating system and network drivers to ensure compatibility and optimal performance.