Troubleshooting a Bad LAN Jack

Bad LAN jacks should be called into the Helpdesk (8-HELP) for repairs.  You should only call it in when you are certain that a LAN jack is bad.  DO NOT TAKE THE STUDENT’S WORD THAT THE JACK IS BAD without first testing it out.  Repairs are usually performed within 3 business days.

1. Make sure the user’s jack hasn’t been shut off
   
   A student’s LAN jack can get shut off for a variety of reasons such as copyright infringement and Internet worm infections causing attacks on our network. For copyright infringements user’s are sent an e-mail warning.  The jack is shut off because the user failed to take the necessary action.  For Internet worm infections the jack is shut off immediately. Because of the nature of the problem the user gets no prior warning. 
   
   Blair Bernhardt (Security Officer) sends an e-mail to wired-i whenever he shuts off jacks.  Refer to these e-mails in case you get requests from students claiming their jack is bad. You can see a list of currently turned off LAN jacks at: www.lehigh.edu/security/locked
   
    
2. Make sure bridging is not enabled on the student’s PC
   
   With bridging enabled on a PC the LAN jack will cause the Cisco switches to automatically disable the jack.  There will be no link light on the PC leading the student to believe that their jack is bad.  You can verify if bridging is enabled over the phone before making an onsite visit.
   Remember that after removing the bridge it will take up to 5 mins for the jack to be re-enabled.
   
    
3. Try another LAN jack in the room
   
   Use the same LAN cable and try to connect using another LAN jack in the room that you know is working.  If you are in a single, then try stretching the cable to another room. 
   
    
4. Try the roommate’s PC in the suspected bad jack
   
   If there is a roommate with a PC that is connecting fine try using the roommate’s PC in the suspect jack.   If there is no roommate then ask the student if he knows someone with a laptop that you could try in the room.
   
   If the roommate’s computer connects OK then you know the jack is good and the problem lies elsewhere. 
   
   If the roommate’s PC doesn’t connect then you know the jack is bad. 
   
    
5. Try using another LAN cable
   
   Use the LAN cable provided to you to try connecting in the suspect jack. 
   
   If you can connect with your cable then the user’s cable is most likely bad.  Advise them to purchase another one at the Bookstore.
   
    
6. Use the WIRED Consultant Boot CD
   
   Try booting from the WIRED Consultant Resource CD and connect to the network using it. 
   
   If you are able to successfully establish a connection to the Internet then the jack, cable and Ethernet adapter are all OK. 
   
   If you cannot connect it does not mean for certain that the jack is bad. 

To report a bad LAN jack:

• Call the Helpdesk (8-HELP) and identify yourself as a WIRED Consultant.
  Do not tell the student to phone the problem in. 
  The repair personnel will not open a work order unless the problem has been reported by a Lehigh staff member or a WIRED Consultant.
  Provide the student’s name, building, room #, phone # and the jack # (A2, A3) that is bad. 
  If you know a LAN jack is bad call it in right away.  If it is off hours then call the very next day, don’t forget.