Common Wireless / Live line connection Problems:
General Troubleshooting Guide

If you have any trouble with wireless/ cable connectivity to the Internet with ZANLINK following the steps in this Troubleshooting Guide will, in many cases, get you back online.

• Make sure the computer is plugged in and the power is on.
   

• Make sure that your Network Interface Card (NIC) is not disabled. If the NIC is disabled then your Local Area connection will also be disabled which will result into you not getting the Internet. This applies to only windows XP Windows 2000 based machines.

  Right click on my network places on your Desktop PC screen   A window will appear with an icon resembling 2 blinking Computers together. It will either say disabled or connected. Whatever the message displays again right click on the icon.   A dialogue box will appear with several options. Choose disable and wait for 10 seconds. The same icon will appear now displaying disabled message.   Again right click on the icon and select enable. Wait for 10 seconds while the NIC is being enabled. Once enabled then check your connection again.

• If you connection is via cable then follow the below steps

  Click on Start   Click on Run   Type in command and press enter   A Dos prompt window will appear, type in ipconfig and press enter. some values will appear, look for GATEWAY. It will have a number separated by dots e.g. 192.168.x.x, note the number down and proceed   Type ping “enter the gateway address here” and press enter e.g. ping 192.168.1.1   The results should be either one of the followings: a) Ping Successful b) Request time out   If the result is (b) then there is a connection problem between your computer and ZANLINK servers. In this case check for loose cable (RJ45 Ethernet cable) either in your Computer or in a switch or hub in your Network (if you have them). Try to unplug and plug the cable back (When you plug it in, do so without holding down the tab, you should hear a "click" when it is fully seated). Redo the overall test. If the results are still the same as (b) above contact ZANLINK Tech Support with the results of the tests that you have performed.   If the result is (a) above and you still can not access the Internet then please call ZANLINK Tech support with the results of the tests you have performed. The problem here might be in the ZANLINK DNS (Domain Name Server), payment issue with your account or some general problem.

• If your connection is via Wireless Equipment then do the following:

  Make sure your wireless Radio Unit is on. If it is not on then restart the Radio Unit by powering it off and then on. Even if the Radio Unit is on it is a good practice to restart the Unit. You may unplug and re-plug the device. Also look for any loose cable connection (RJ 45 Ethernet cable) in your PC, the Radio Unit or switch or hub (if you have any) and try to plug and unplug them.   If the connection is not back then conduct the tests as outlined in 3 above. If the connection is still not back yet then contact ZANLINK Tech Support with the results of the tests that you have performed.

• If you are connected via cable or wireless equipment and have a router in your network then follow the below steps:
   

  Make sure the router or firewall device is plugged in and the power is on. Also verify the Ethernet link light is illuminated on the router. Even if the lights are on it is a good practice to restart the router when u face difficulties connecting to the network. To do this unplug and plug the router from the power source wait for 30 seconds to see if your problem is resolved. Also look for any loose cable connection (RJ 45 Ethernet cable) in your PC, the Radio Unit or switch or hub (if you have any) and the router. Try to unplug and plug them back.    If the connection is not back then conduct the tests as outlined in 3 above. If the connection is not back yet then contact ZANLINK Tech Support with the results of the tests that you have performed.