General Troubleshooting Checklist

Experiencing a technical problem? Before contacting support, running through this universal checklist can often resolve common issues quickly and easily. Follow these steps in order to diagnose and fix your problem.

1. Reboot the Affected Device

The oldest trick in the book is often the most effective. Rebooting clears temporary files and resolves many underlying software glitches.

• Action: Completely power down your computer, smartphone, or other affected device. Wait for 30 seconds, then power it back on.

2. Check Your Physical Connections

Ensure all cables are properly plugged in and secure.

• Power: Is the device plugged into a power source and turned on?

• Ethernet: If using a wired connection, is the Ethernet cable securely connected to both your device and the wall port or router? Look for blinking lights on the Ethernet port, which usually indicate a connection.

• Peripherals: Are your monitor, keyboard, and mouse properly connected?

3. Verify Your Network Connection

An unstable or improperly configured network connection is a frequent cause of issues.

• Reconnect:

  • Wi-Fi: Turn your device's Wi-Fi off and then on again. "Forget" the network and reconnect by entering the password again.

  • Ethernet: Unplug the Ethernet cable, wait a few seconds, and plug it back in securely.

• Check Network Registration: Ensure your device's network address is approved.

  • Action: Confirm that your device's Wi-Fi or Ethernet MAC address is correctly registered in your organization's network dashboard or portal. If you're unsure how to do this, please check your onboarding documentation.

4. Disable Network Privacy Settings 

Modern operating systems have privacy features that can sometimes interfere with network access on managed networks.

• For iOS/iPadOS/watchOS:

  • Go to Settings > Wi-Fi.

  • Tap the "i" icon next to your network name.

  • Turn OFF the toggles for Private Wi-Fi Address and Limit IP Address Tracking.

• For Android:

  • Go to Settings > Network & Internet > Wi-Fi.

  • Tap the gear icon next to your network.

  • Tap Advanced > Privacy.

  • Select "Use device MAC" instead of "Use randomized MAC." (Note: The exact wording may vary by Android version).

5. Check for Wider Impact

Is it just you, or is everyone affected?

• Action: Ask a colleague nearby if they are experiencing the same issue. If the problem affects multiple people, it's likely a wider system or network outage, and our support team is probably already working on it.

6. Check Your VPN

A Virtual Private Network (VPN) connection can sometimes interfere with access to local network resources.

• Action: If you have a VPN connected, try temporarily disconnecting it and see if the issue is resolved. If it is, you may need to reconfigure your VPN settings or only use it when necessary.

Still Not Working? Contact Support!

If you have completed all the steps above and the issue persists, it's time to reach out for help. Providing detailed information will help us solve your problem much faster.

Please include the following details in your support ticket or email:

1. Full Name & Email address:

2. Device Type: (e.g., Dell Latitude 7420, Apple iPhone 14 Pro)

3. Location: (e.g., Building Name, Floor, Office Number)

4. A Clear Description of the Problem: What are you trying to do, and what is happening instead? Please include any error messages you see.

5. Confirmation of Troubleshooting: Briefly mention that you have already completed the "General Troubleshooting Checklist."

By following these steps first, you empower yourself to solve common problems and provide our support team with the necessary information to assist you efficiently if the issue is more complex.