General Internet Troubleshooting Checklist

We have a great troubleshooting team for Online Banking products, but often they get a lot of general IT questions concerning settings/cookies/plugins. I was curious if anyone had any suggestions on a good general IT troubleshooting script I can give them to build off of. I am thinking basic help desk 101 stuff, did you minimize the window, what browser are you using, what symbol does that browser have, are you at your desk (had that one a few times while helping troubleshoot).
Any help would be greatly appreciated, thank you!
This topic first appeared in the Spiceworks Community

Hi JNK,
As we were discussing elsewhere, I'd say plug-ins of any variety are a good starting point. I always used to remember under OS9 and before, that every time my computer crashed it was normally either a) I'd added a new extension, or b) I'd upgraded my operating system and it was now clashing with old versions of extensions.
So I guess the first port of call is - delete any cache items, then remove all plug-ins from the offending application. If that solves the problem, re-installing each plug-in at a time should be okay so long as you check that the program still works after putting back each one.
Of course, one thing that is a thing of the past thanks to OSX, is making sure your memory allocation is big enough for the app

Similar Messages

Troubleshooting checklist?

As I've made extensive use (my thanks to all of you on these forums!) of these Discussion pages, particularly for troubleshooting my slow Safari problem, one poster with regard to a possible incompatible plug-in problem affecting a Safari upgrade, in passing noted:
it's beeen a while since I sorted my own problems like this so I forget you really need to go through a troubleshooting checklist in your head.
I was wondering what people would consider as a troubleshooting checklist for Safari.
(In general, I've found that the computer's MacHelp or Apple's online Support pages are useful for novices and for very experienced and/or knowledgable computer users, but there's a lack of good information for those of us who are intermediate between these zones. And I find that these Discussions have been great at filling the need for help and information within what I call this intermediate zone. As one poster noted in a thread on these forums "I know enough about Mac to be dangerous but not enough to be helpful".)

Hi JNK,
As we were discussing elsewhere, I'd say plug-ins of any variety are a good starting point. I always used to remember under OS9 and before, that every time my computer crashed it was normally either a) I'd added a new extension, or b) I'd upgraded my operating system and it was now clashing with old versions of extensions.
So I guess the first port of call is - delete any cache items, then remove all plug-ins from the offending application. If that solves the problem, re-installing each plug-in at a time should be okay so long as you check that the program still works after putting back each one.
Of course, one thing that is a thing of the past thanks to OSX, is making sure your memory allocation is big enough for the app

Web browsing and general internet speed

My G3 iBook (Airport) seems to be able to display web pages faster and clock a higher download speeds now than my G4 iMac (ethernet). Using a Linksys router. It used to be the other way around. I've tried all the tips and tricks for Safari (delete icon cache, Java caches, reduce page load hack, etc) but it still displays web pages slower and shows slower download speeds (as measured using place like bandwidthplace, etc.). I'm stumped. A G4 using an ethernet connection should be faster than a G3 iBook using Airport. Suggestions?

Hi and Welcome to the Community!
Your carrier-network speeds are 100% controlled by your mobile service provider...even though they say they cannot rectify the problem, the problem resides with them, and you must escalate with them to seek out a solution.
Good luck!
Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
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Internet/troubleshooting problems

I have the droid razor maxx and I have problems often with the screen freezing and not responding to touch. I also have issues with my internet constantly as well as my pictures and texts refusing to send when I DO have service. Another issue I have been having is when I take pictures with the phone held right side up and the picture shows ups upside down or sideways!? I have the screen set to auto rotate when you turn the phone from vertical to horizontal...however it doesnt rotate....anyone else having these issues??

Hi BobbieAnne! I hate that you are having all of these problems with your new device! I would be more than happy to assist you with resolving them! At what point did you start experiencing these problems with your device? Did you notice after downloading any specific applications? If so, please test the device for a day or two while powered up in Safe Mode: http://bit.ly/rxg0ii This will help us to determine if the problems are application related. If you can narrow down the problem applications, please remove / uninstall http://bit.ly/yRC2gJ and retest. Let me know how these steps work out for you. Thanks!
AnthonyTa_VZW
VZW Support
Follow us on Twitter @VZWSupport

How can I troubleshoot Internet Sharing (wifi to ethernet)?

Hi hi everyone!
Any idea how to troubleshoot wifi/ethernet Internet Sharing? I use to network a media player (like an AppleTV not made by Apple) and recently it stopped working. Luckily I have two macs in the house to shoot the troubles.
I have an iMac running Leopard 10.5.5 and a Powerbook running Tiger.
I have tried sharing both ways (imac wifi » powerbook ethernet and powerbook wiki » imac ethernet) but am only able to get an IP from the DHCP server (Airport Extreme N base station). I am not able to get on the web (google search, etc).
Where can I look to see what's not working?

Hi Ryan Feeley-
Anything useful in this link: Mac OS X: Connect to the Internet, troubleshoot your Internet connection, and set up a small network ?
Luck-
-DP

Iphone 4 internet only works with wifi

I have an iphone 4 (no 'S') and for some reason I can't connect to the internet or access any apps that need to connect unless I am using wifi. It started after the most recent software update, but I can't find anything online that talks about it. Phone calls and texts work with no problem. I think I just need to make sure all of my settings are correct, but again, I can't find a troubleshooting checklist anywhere. Can anyone help me??

Have you tried resetting your network connections? Setting => General => Reset => Reset Network Settings
This will clear buffers and reconnect you to the nearest cell tower. (Or at least the one with the strongest signal in your area.)
Also clear History, cookies and data in Safari. Settings => Safari => Clear History, Clear Cookies and Data.

Why or how could firefox change my proxy settings without me doing anything right in the middle of browsing the internet?

== Issue
==
I have another kind of problem with Firefox
== Description
==
While I was browsing the internet suddenly nothing would happen when I clicked a link. Upon closing and opening firefox and trying to load a web page it said "the proxy server is refusing connection. Firefox is configured to use a proxy server that is refusing connections."
I did manage to fix the problem by changing the proxy settings from manual to auto-detect but what disturbs me is how those settings could be changed without me doing so right in the middle of using the internet. I dont know if its a bug or a security issue but I thought I would let you guys know.
== This happened
==
Just once or twice
== In the middle of browsing the Internet
==
== Troubleshooting information
==
Application Basics
Name Firefox
Version 3.6.7
Profile Directory
Open Containing Folder
Installed Plugins
about:plugins
Build Configuration
about:buildconfig
Extensions
Name
Version
Enabled
ID
Exif Viewer 1.55 true [email protected]
Java Console 6.0.18 false
Java Quick Starter 1.0 false [email protected]
Microsoft .NET Framework Assistant 1.1 true {20a82645-c095-46ed-80e3-08825760534b}
FiddlerHook 2.2.8.2 false [email protected]
Torbutton 1.2.5 true
Modified Preferences
Name
Value
accessibility.typeaheadfind.flashBar 0
browser.places.importBookmarksHTML false
browser.places.smartBookmarksVersion 2
browser.startup.homepage www.google.ca
browser.startup.homepage_override.mstone rv:1.9.2.7
browser.tabs.warnOnClose false
extensions.lastAppVersion 3.6.7
general.useragent.extra.microsoftdotnet (.NET CLR 3.5.30729)
network.cookie.prefsMigrated true
network.security.ports.banned 8118,8123,9050,9051
places.last_vacuum 1279480436
privacy.cpd.cookies false
privacy.cpd.sessions false
privacy.sanitize.migrateFx3Prefs true
privacy.sanitize.timeSpan 0
security.warn_viewing_mixed false
== Firefox version
==
3.6.7
== Operating system
==
Windows XP
== User Agent
==
Mozilla/5.0 (Windows; U; Windows NT 5.1; en-US; rv:1.9.2.7) Gecko/20100713 Firefox/3.6.7 (.NET CLR 3.5.30729)
== Plugins installed
==
*-Adobe PDF Plug-In For Firefox and Netscape
*Default Plug-in
*Shockwave Flash 10.0 r42
*Windows Presentation Foundation (WPF) plug-in for Mozilla browsers
*Next Generation Java Plug-in 1.6.0_18 for Mozilla browsers
*Npdsplay dll
*DRM Store Netscape Plugin
*DRM Netscape Network Object

Calvin W.:
Your extensions list shows an enabled "Torbutton 1.2.5" extension, so it is possible that that extension is responsible for that change.

A network error has occured. This computer's Internet connection appears to

Hi all
I keep getting this message evertime I try to open Quicktime but I dont understand it! any ideas?!

To Apple Discussions!
The following also applies to the original poster Richard Woodger:
What type of internet connection do you have? Unknown if that could be part of the problem especially if you both have dial-up service.
Also, which browser & version were you both using? If the browser was not the latest version, update it, repair permissions & see if that stops the error.
I couldn't find anything to directly connect this error to QuickTime.
See the following Knowledge Base Articles. They may be of some help:
http://docs.info.apple.com/article.html?artnum=106796 Mac OS X: Connect to the Internet, troubleshoot your Internet connection, and set up a small network
http://docs.info.apple.com/article.html?artnum=106749 Mac OS X: Troubleshooting a cable modem, DSL, or LAN Internet connection
http://docs.info.apple.com/article.html?artnum=30995 QuickTime Streaming Server: General Information
Until others chime in with troubleshooting solutions, you both may want to research this error on your own by going to the top left of this site & click on Advance Search inside the purple menu bar. In the search field of Advanced Search type in the error code A network error has occured. This computer's Internet connection appears to be online.
Good luck!

Internet does not work at all.

Hello, I have recently installed Windows Technical Preview on my Asus laptop. I found that after I updated it from Win8 to Tech Preview, it has NO internet connection. Sure, I can connect using WiFi and it connects fine, but it brings up either a proxy
error or a general internet error. Please help me! If you need any more specs, I will be happy to provide them.
-Adam

Hi Adam,
We need more error information about your problem.
Did this issue just occur with wireless connection?
What’s the exact error message?
If you are in domain environment, do you have any proxy setting?
To find a reasonable cause, if you got a yellow exclamation mark on the internet connection icon, you can run the troubleshooter:
Alex Zhao
TechNet Community Support

VERY bad upload speed - can't use internet properl...

Hi
I am having the exact trouble talked about here:
https://community.bt.com/t5/ADSL-Copper-Broadband-Speed/Slow-upload-speed-but-download-fine/td-p/419...
my download speed is between 3-5mbps my UPLOAD is 0.2mbs and this is causing me to get timeouts on pages around the web and in general internet use.
This has been ongoing for a few weeks and i need to try and get this resolved.
Please can someone from BT help.
Thanks
Dave

welcome to the BT community forum where customers help customers and only BT employees are the forum mods
in order for the forum members to help please can you post the adsl stats from your router you may need to 'show detail' to get all stats (if hub enter 192.168.1.254 in your browser and navigate to adsl or if HH4/5 then go to troubleshooting then logs and you are looking for 2 line together when hub last connected to internet and they will show your connection speed and noise margin or if netgear enter 192.168.0.1). Then run btspeedtester (MAC users may have problems). when first test completes then run diagnostic test and post the results ( do not reset the router).
are you connected directly via a filter to the NTE5 master or test socket or to somewhere else? Is the master the only phone socket in your home?
Have you tried the quiet line test? - dial 17070 option 2 - should hear nothing - best done with a corded phone. if cordless phone you may hear a 'dull hum' which is normal
Someone may then be able to offer help/assistance/suggestions to your problem
If you like a post, or want to say thanks for a helpful answer, please click on the Ratings star on the left-hand side of the post.
If someone answers your question correctly please let other members know by clicking on ’Mark as Accepted Solution’.

Troubleshooting for RPC over https (Outlook Anywhere) connection issue

RPC over https (ROH), well known as Outlook Anywhere, is more frequently used. Even in Exchange 2013, Outlook no longer connects CAS server via MAPI.
In this thread, we will discuss about the troubleshoot checklist about the RPC over https (Outlook Anywhere) connection issue. In order to make it more logical, I’d like to divide the whole troubleshooting to the following processes:
1. Client side to CAS side
2. CAS side to MBX side
[Issues between Client side to CAS side]
In Exchange 2013, Outlook Anywhere is enabled by default. Different from this, Outlook Anywhere in Exchange 2007 and 2010 need to be manually enabled. Thus, please firstly check if the RPC over HTTP component has been installed:
Click Start, and then click Control Panel.
Double-click Programs and Features.
In the left pane of Server Manager, click Features.
In the right pane, click Add Features.
Check if the RPC over HTTP component has been selected.
If the ROH connectivity issue only happens on certain users, the property MAPIBlockOutlookRpcHTTP can be checked:
Get-CASMailbox name | fl MAPIBlockOutlookRpcHttp
2. Confirm if Exchange server is blocked. Ping the Exchange server FQDN on client machine and confirm if it can return the proper IP address.
3. Check if the RPC Proxy server is responding correctly:
rpcping -t ncacn_http -s ExchServer -o RpcProxy=RPCProxyServer -P "user,domain,*" -I "user,domain,*" -H 2 -u 10 -a connect -F 3 -v 3 -E -R none
If 200 code returns, the test is successful.
4. Check if Outlook Anywhere host names are added in the certificate:
To get host names, the following command can be used: get-outlookanywhere |fl *hostname
5. To use the Shell to test Outlook Anywhere connectivity, use the
Test-OutlookConnectivity cmdlet.
[Issues between CAS side to Mailbox side][RZ1]
A. Check if it can connect to store’s port:
RpcPing –t ncacn_http –s ExchangeMBXServer -o RpcProxy=RpcProxyServer -P "user,domain,password" -I "user,domain,password" -H 1 –F 3 –a connect –u 10 –v 3 –e 6001
If it returns as following: Completed 1 calls in 60 ms 16 T/S or 60.000 ms/T, it means the RPC Ping Utility test succeeds.
B. Check if it can Connect to DsProxy Service:
RpcPing –t ncacn_http –s ExchangeMBXServer -o RpcProxy=RpcProxyServer -P "user,domain,password" -I "user,domain,password" -H 2 –F 2 –a connect –u 10 –v 3 –e 6004
If it returns as following: Completed 1 calls in 60 ms 16 T/S or 60.000 ms/T, it means the RPC Ping Utility test succeeds.
C. Check the following registries:
[Disable the auto update]
1).Open Regedit and navigate to:
HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\MSExchangeServiceHost\RpcHttpConfigurator\RpcHttpConfigurator
2).Set the PeriodicPollingMinutes value to 0.
[Check the RpcProxy ValidPorts]
1).On the RPC proxy server, start Registry Editor (Regedit).
2). In the console tree, locate the following registry key:
HKEY_LOCAL_MACHINE\Software\Microsoft\Rpc\RpcProxy
3). In the details pane, right-click the ValidPorts subkey, and then click Modify.
4). In Edit String, in the Value data box, type the following information:
ExchangeServer :6001-6002; ExchangeServerFQDN :6001-6002; ExchangeServer :6004; ExchangeServerFQDN :6004
Note:
ExchangeServer is the NetBIOS name of your Exchange server. ExchangeServerFQDN is the fully qualified domain name (FQDN) of your Exchange server. If the FQDN that is used to access the server from the Internet differs from the internal FQDN, you must use
the internal FQDN.
[Check the 6004 port settings in registry]
HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\MSExchangeSA\Parameters
Value name: HTTP Port
Value type: REG_DWORD
Value data: 0x1772 (Decimal 6002)
HKEY_LOCAL_MACHINE\System\CurrentControlSet\Services\MSExchangeSA\Parameters
Value name: Rpc/HTTP NSPI Port
Value type: REG_DWORD
Value data: 0x1774 (Decimal 6004)
D. Check if the RPC ports are used by other applications instead of Exchange by using : netstat –o
Then it will return all active TCP connections and the process ID (PID) for each connection.
After that, please check the application based on the PID on the Processes tab in Windows Task Manager and confirm if it’s Exchange server.
Additionally, ExRCA is a perfect tool to test the whole connection between client side and Mailbox side:
https://testconnectivity.microsoft.com/
1. On the ExRCA website, under Microsoft Office Outlook Connectivity Tests, select Outlook connectivity, and then select Next at the bottom of the page.
2. Enter the required information on the next screen, including email address, domain and user name, and password.
3. Choose whether to use Autodiscover to detect server settings or to manually specify server settings.
4. Accept the disclaimer, enter the verification code, and then select Verify.
5. Select Perform Test.
<Resource for reference>
How does Outlook Anywhere work (and not work):
http://blogs.technet.com/b/exchange/archive/2008/06/20/3405633.aspx
How to use the RPC Ping utility to troubleshoot connectivity issues with the Exchange over the Internet feature in Outlook 2007 and in Outlook 2003:
http://support.microsoft.com/kb/831051
Test Outlook Anywhere Connectivity:
http://technet.microsoft.com/en-us/library/ee633453(v=exchg.150).aspx
[RZ1]It’s part, please re-layout
Please click to vote if the post helps you. This can be beneficial to other community members reading the thread.

I've just restored the M11 to Windows XP with the disks provided and Outlook Anywhere connected without issue. As strange as it sounds, this looks to be isolated to this particular model of laptop and Windows 7.
I've used the same Enterprise copy of Windows 7 and Office on a variety of laptops and pc's and none have come across this problem. The only commonality I can see is the hardware and OS.
Aftery trying to troubleshoot this unsuccessfully with Microsoft tech support for a few hours, they eluded to the fact that this +could+ be a hardware related problem. (driver, adapter properties, etc)

Iphone 4 7.0.6 internet only works with wifi

I use an iphone 4 ios 7.0.6. Last week i got stuck on Apple logo and i restore from backup after that I can't connect to the internet or access any apps that need to connect with mobile internet unless I am using wifi. I can't find anything online that talks about this. Phone calls and texts sms still working but imessage and facetime usable with apple id only (my phone no. disappear). Also i have done 'reset network', 'cellular data is on" and contact my mobile carrier( they are trying to straighten out). I really need to get my phone back to normal. I can't find a troubleshooting checklist anywhere. Help me please.

This is definately an issue relating to your cellular data connectivity. iMessage and FaceTime both need an active data connection (or wifi) to activate the phone number as well as fully functioning text messaging service.
It looks like you have tried a few things already to remedy your issue. Once thing I would do next is backup your iPhone via iTunes (not iCloud) again and then restore it via iTunes and set it up as new and see if it can access the internet via cellular data (wifi off). Also, test to see if you can activate iMessage & FaceTime with your phone number. If all is working well at this point, then pplug it back into iTunes and cick Restore Backup (not Restore iPhone), then select your backup and continue.
If the issue does not go away when set up as new, notify your carrier as there is an issue occuring connecting service and it's not software related. It could be something on the carrier's end or your SIM card.
Source: http://support.apple.com/kb/ts3780

Every now and then (every 15 minutes-half an hour or so), my internet fails. It says in the Diagnostics that the internet and server have failed. Happens on my sister's mac as well. Is this our modem?

Every now and then (every 15 minutes-half an hour or so), my internet fails. It says in the Diagnostics that the internet and server have failed. Happens on my sister's mac as well. Is this our modem? Our PCs don't do this so it has something to do with the macs.

Hi Patrick,
I'm starting to think it's either an AirPort card issue or something to do with the Mac OS. I have stopped using wireless as much as possible in my home (have wired up several new Ethernet outlets), and it sure is nice having Internet run at the speed it's supposed to all the time, and with no drops. Might be something to consider.
In the meantime:
Open System Preferences > Network > select AirPort > click on Advanced > TCP/IP > Configure IPv6 > Off > OK > Apply > Turn AirPort Off > Turn AirPort On
Open System Preferences > Network > select Ethernet > click on Advanced > TCP/IP > Configure IPv6 > Off > OK > Apply
(FOR LION: If you can’t see an option to turn ipv6 off, set it to link-local only.)
IPv6 troubleshooting http://support.apple.com/kb/TS3802
And here are some internet troubleshooting ideas:
http://docs.info.apple.com/article.html?path=Mac/10.6/en/11395.html
http://support.apple.com/kb/HT1714

How do I connet to the internet on my MacBook Pro?

This is my first Mac, and I don't understand how to do this at all. So, if someone could give me step-by-step instructions, that would be perfect.

independently of what machine you have, what is your connection type to the internet?
Modem, Broadband, WiFi Router, Cable?
And by the way, *Welcome to the Apple Forums*
Whenever you ask a question, please be the most precise as you can as well give the most information that you can imagine... it is, for us to help, much, much easier and you will see that you will get a faster answer
Updated
if you Google for:
"how to connect to the internet using a mac"
you will get this 2 fantastic articles as the first 2 results
Mac 101: Connect to the Internet
Mac OS X: Connect to the Internet, troubleshoot your Internet connection, and set up a small network
and if you are new to the Mac world, have you stopped by the Mac 101 Document Series or the Mac 101 Video tutorials yet?

Does more RAM really speed up internet use??

I have an internet connection of medium speed and use my IMac for very basic uses: Google search, email, and general internet page viewing. Lately, it seems that pages load in 4-6 seconds completely and I see the dreaded spinning ball too often. I otherwise just use the basic Mac software provided, ie, IPhoto, ITunes, etc. Would adding more RAM help NOTICABLY the speed of loading pages??

Do you every empty your browser's cache? It's a good idea to do that daily, and also to close the browser and reopen it periodically. Browsers tend to eat CPU and can end up hogging most of it when they're been running for a while.
512 is about the minimum RAM yoo can get away with, adding another GB would speed things up noticeably. Make sure you get a lifetime warranty with the new memory, a good place to look is [macsales.com].
Message was edited by: MGW

General Internet Troubleshooting Checklist

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