How to Troubleshoot Network Connectivity Issues

This article provides step-by-step instructions to help users diagnose and resolve common network connectivity issues.

• General Public

• Vanderbilt University Community

  • Faculty and Staff

  • Undergraduate Students

  • Graduate and Professional Students

• VUIT Internal Knowledge  

• Access to your modem, router, or network equipment.

• Basic understanding of your device's network settings.

Network connectivity issues can disrupt your ability to access the internet, connect to shared resources, or use online services. This guide outlines common troubleshooting steps to resolve these issues, whether you're on a wired or wireless network.   

Check Physical Connections (For Wired Networks):

• Ensure that the network cable is securely connected to both your device and the router or modem.

• Try plugging the cable into a different port on the router or modem.

• If available, try a different cable to rule out a faulty one.

• Place a Network Connectivity Service Request if there is physical damage to a network port. 

• For overall network health and stability unused network ports are disconnected after periods of inactivity.

  • Place a Service Request to Activate Network Ports if a network port has been deactivated and needs to be reactivated.

Restart Your Devices:

• Restart your computer or device.

• Power cycle your modem and router by unplugging them for 30 seconds, then plugging them back in.

• Wait for the modem/router to fully restart (usually indicated by solid lights) and reconnect your device.

3. Verify Wi-Fi Connection (For Wireless Networks):

• Ensure your device is connected to the correct Wi-Fi network.

• Check if other devices in your area can connect to the Wi-Fi network.

• Move closer to the router if the Wi-Fi signal is weak.

• If prompted, re-enter your Wi-Fi password.

• On Campus, connect to VUGuest and then visit wifi.vanderbilt.edu then follow the steps to on-board your device.

  • See: Connecting to vuNet

4. Check IP Address and Network Settings:

• For Windows:

  • Press Windows + R and type cmd, then press Enter. In the Command Prompt, type ipconfig and press Enter.

  • Verify that your device has an IP address assigned under "IPv4 Address." If it's blank or starts with 169.254.x.x, it means there’s no valid connection.

• For macOS:

  • Open System Settings > Network. Check if your device shows an active connection. If not, try reconnecting.

5. Run a Network Troubleshooter:

• For Windows:

  • Right-click the network icon in the taskbar and select Troubleshoot problems. Follow the steps provided.

• For macOS:

  • Open System Settings > Network, select your connection, and click Assist Me, then run Network Diagnostics.

6. Update Network Drivers/Software:

• For Windows:

  • Go to Device Manager, locate Network adapters, and right-click your network device. Select Update driver.

• For macOS:

  • Ensure your macOS is up to date by going to System Settings > Software Update.

7. Reset Network Settings:

• For Windows:

  • Go to Settings > Network & Internet > Status > Network reset. Follow the on-screen instructions.

• For macOS:

  • Open System Settings > Network. Select your connection, click the minus sign -, then add it back by clicking the plus sign +.

For help, place a Network Connectivity Service Request.

• Intermittent Connection:

  • Ensure your router's firmware is updated.

  • Check for interference from other devices, such as microwaves or cordless phones.

• No Internet Connection:

  • Off Campus:

    • If none of the devices can connect to the internet, contact your ISP to check if there is an outage in your area.

    • See Nashville Area Internet Service Providers (ISPs)

  • On Campus:

    • Place a Network Connectivity Service Request.

• Slow Network Speed:

  • Disconnect any unnecessary devices from your network.

  • Run a speed test to determine if your internet service is performing as expected.

    • Try: vanderbilt.speedtestcustom.com

  • See: Tips for Improving Your Home Network Performance

• Check your ISP’s support site for additional troubleshooting steps.

  • See Nashville Area Internet Service Providers (ISPs)

• If the issue persists after these steps, placing a Desktop Support Service Request with IT support is recommended.

• Fix Wi-Fi connection issues in Windows

• If your Mac isn't connecting to the internet over Wi-Fi