Basic Troubleshooting
Virus Scanning Tools
The following tools can be used to scan your computers when you suspect that it has a virus:
Virus Information
The latest virus information and information regarding system vulnerabilities can be found at:
http://www.cert.org
http://us.mcafee.com
http://www.norton.com
http://www.eeye.com
http://www.fsecure.com
Windows Updates
If you require an update for your version of Windows, please go to the link. Once there, scan your PC and download any necessary updates:
For Windows that utilize some form of Microsoft Office:
OneNet strongly recommends following the security steps found at: http://www.microsoft.com/security/protect
Additionally, OneNet recommends turning on the Automatic Update feature on your Windows operating systems.
Web Publishing Problems?
Are you trying to FTP after requesting FrontPage extensions?
OneNet does not allow FTP and FrontPage publishing at the same time. You must choose one or the other.Are you trying to publish with FrontPage with out having requested the FrontPage extensions be installed?
Frontpage will not work without extensions. You will need to contact the helpdesk so that someone can install them for you free of charge.Are you using the correct username and password?
The email administrator can verify your username and password and remember they are case sensitive.Do you have an index page?
If you are receiving a message that the “page is forbidden” you probably do not have an index page. You must have at least one page saved as index.html published to your WWW folder.Are you publishing to the correct address?
If you are using FTP, publish to ftp://username:password@www.yourdomain/./www/ if you are using FrontPage publish to http://www.yourdomain.*If you are considering using FrontPage , please bear in mind that Microsoft no longer supports this application
Miscellaneous Web Publishing:
*Unix pathname: /onenet/users/orgname/1st letter of username/username/www
*We do not allow CGI or ASP scripts. We do allow PHP just save the file ending in .php and it will recognize it as a PHP script
*To delete FTP files do the following:
FTP: www.yourdomain
username
password
cd www
dir
* Web Tips:
If your system isuses a CERN proxy server, you will only be able to download and view files. Check with your administrator to see whether you can bypass the proxy server or whether a full-service FTP proxy server is available.
The following can be done at a DOS Prompt also.
*.* will delete all files
help shows the different commands
MySQL:
Clients who wish to have a MySQL database set up should contact the OneNet Helpdesk and one will be set up for you. There is currently no charge for this service, but that may change in the future.
Email Problems?
Is everyone having an problem?
If not, usually the problem is the settings on an individual client.Have you tried to access your email using web-mail?
If you can send and receive using web-mail, the problem may be internal.Are you sure you are using the correct username and password? (Remember it is case sensitive.)
Your email administrator can verify your username and password.Have you identified the correct email servers?
Both incoming and outgoing mail servers should be mailhost.yourdomain.Are you trying to use OneNet servers to send mail from a machine that is not on the OneNet network?
OneNet does not allow unauthenticated relaying of email. Set your client to perform SMTP authentication using your full email address as the username and use your email password. Many ISPs especially those offering cable modem and DSL block outbound port 25. Please set your SMTP (outgoing email server) port to 587 to make sure your email is able to be sent out. TLS encryption is available on ports 25 and 587.Are you missing an email that you were expecting?
Check the spam filter to see if it was snagged there. You check the spam filter by going to http://maia.onenet.net. Once there you enter your complete email address as your user-name and the password to enter the secure site.
Email Tip:
You can access your email where ever you have access to the internet by entering the following address into your internet browser: http://webmail.your.domain.name/
Enter your complete email address as your user name and your password and you will be connected to your email where you can send and compose email with ease.
Connectivity Issues
Connectivity Issues? Before calling your account manager try these things:
Have you power cycled your router and/or CSU/DSU?
Are the cables used to connect the router tightly connected?
Do you have power to your equipment?
Have you power cycled your server, proxy or firewall if you have one?
Can you ping your gateway?
If you have answered yes to all these questions, contact the helpdesk for further assistance.
Pinging
- go to start
- run
- type cmd
- type ping xxx.xxx.xxx.xxx
Did you get a reply?
