Where can you find the IP a customer is pulling and how do you release and renew it?

a) Win 95/98/ME

Start
Run
Enter "winipcfg"

Ethernet Adaptar Information will come up

Select the Ethernet Adaptar in the drop-down list

Have them Read you the IP address

If it is a 24.xxx.xxx.xx IP address, Ping it and see if it is Valid
If you can not ping it, have the Customer click on Release all.
The IP address should go to all zeros. Then Click on Renew all.
You should obtain a new IP address. Test this one as well by
pinging it.

b) Win 2000/NT

Start
Run
Enter 'Command' or "CMD"

A DOS Prompt will come up - Type in "ipconfig/all"
Have them find the IP address and read it to you.
See if you can ping the ip address. If you are unable to ping
have the customer type in "ipconfig/release". After
it is done loading have the customer type in "ipconfig/renew"
See if you can ping the new IP Address.

How do you re-install TCP/IP?

****Before you start make sure the customer still has a copy of the Windows CD.
If they do not have the CD you need to do a search for CABS.
Go to Start
Find
Files or Folders
In the Named field type in precopy*
Make sure it is looking on the hard drive
It should find precopy 1 and 2 for Win95/98 for ME it only needs precopy1

a) Win 95/98/ME

Right Click on Network Neighborhood
Go down to Properties
Network Configuration will come up
Remove everything that begins with TCP/IP
**** Also make sure that they do not have anything
installed that begins with IPX/SPX or NetBEUI
(they will most likely have NetBEUI if they have a network)
Then Click on Add
Select Protocol
Click on Add
Under Manufacturers Select Microsoft
Under Network Protocols Select TCP/IP
Click OK

Select the TCP/IP for the ethernet card
Click on Properties
If two way make sure that the IP address is
Obtained Automatically.
Click on "WINS Configuration" tab and make sure that
"Disable WINS Resolution" is selected.
Under the "Gateway" Tab make sure that
there is nothing under installed gateways.
Under the "DNS Configuration" tab make sure that
Disable DNS is selected.
Click OK.
Click OK again.
It will copy files and then ask you to restart.

b) Win 2000/NT

Please Refer to the Screenshots section.

How do you reinstall the Network Card?

***First off, make sure that the customer has the drivers for the Ethernet card.

Take the customer into 'My Computer' > 'Control Panel' > 'System'. Have the customer click on the "Device Manager" tab. Then have the customer click on the '+' to 'Network Adapters' . Find the Ethernet Adapter, highlight it and then hit remove. It will ask you if you are sure you want to remove this. Click Yes. The computer will copy files and then ask the customer to restart. Click Yes. When the computer restarts, it will say "New Hardware Found" in the New Hardware Wizard and ask you for the drivers. Have the customer specify wherethe drivers are. After it is done finding the files it will go to the end of the wizard and you should be able to click on Finish. Go back into System > Device Manager,and make sure that there isn't a yellow exclamation point or a red X next to the adapter.

*If there is a yellow exclamation point to the left of the Adaptar, have the customer double click the adaptar. Tell the customer to go to the 'Driver' tab and the click 'Update Driver'.

**If the Ethernet adapter has a red X to the left of it, have the customer double click on the Ethernet adapter. Then ask them to enable the adapter.

If a customer can ping out by the IP address but not by name, what does this mean and how would you try to fix it?

If a customer can ping out to any site and can surf webpages by putting in the IP address. Then this is a DNS issue. You will need to enable DNS. To do this you need to:

Right click on Network Neighborhood
Click on Properties
Select the TCP/IP for the ethernet card
Click on Properties
Click on the DNS Configurations tab

Put the dot next to Enable DNS
In the Host field type in user
In the Domain field type in charter.net ( or classicnet.net
whatever the ISP doamin for the market is)
Under DNS Server Search Order type in the DNS number
from the market page.

Click OK.
Click OK again.
Restart Computer.
Once it comes back up try to surf.
If this is unsuccessful make sure you go back in and disable DNS.

What does the tamplate mean by " Cust can ping .1/.9?

This means can the customer ping the the DNS/DHCP servers and The Default
Gateway.

What to do for a One Way Com 21 user:

Make sure that the IP address in NMAPS matches the IP address in radius

Make sure that the Ethermac (the adapter address) in NMAPS matches the
Adapter address in 'winipcfg'.

Also make sure that in NMAPS it shouws the Ethernet IP as 10.0.0.1
and the subnet mask of 255.255.255.0

If the customer can dial all the way and can not surf troubleshoot the
cable side of the issue.

If the customer is having problems dialing in, ie. busy signals, not verifying
username and pass., troubleshoot the dial up side of the issue.

*** When removing and reinstalling TCP/IP for a Com 21 1 way make sure that
you specify the IP address to 10.0.0.1 and the subnet mask as 255.255.255.0.
Except for Gwinett, GA. They all have static IP address, in this case you would
specify the IP address as 24.XXX.XXX.XX and the subnet as 255.255.255.0.

Sarah B. 8/3/01 Nesting Guide