Computing & Technology Services Help Desk

CTS
2nd Floor Student Union
Email: help@duq.edu
Phone: 412.396.4357
Cell Phone: 1.888.355.8226
Fax: 412.396.1125

CTS Service Center
Located on Second Floor of Union
Monday-Friday: 8am-6pm
Saturday: 9am-4pm
Sunday: 12pm-4pm

CTS Main Office
Phone: 412.396.6200
Located in Concourse Level of Rockwell Hall

Main Office Hours
Monday-Friday
8:30 a.m.-4:30 p.m.

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    Network - Connection Troubleshooting

    Depending upon whether you are on- or off-campus, the troubleshooting for your connection will be rather different. The Help Desk is available for further consultation on connection issues; however, the information below may help you to resolve the issue yourself. Please select from the appropriate link below for further information:


    On-Campus Connection Troubleshooting

    If an application is not connecting to the internet:

    1. Maybe the issue is one application, to test this: Try different programs on your computer (ie. Internet browser (IE, Firefox, Safari, Chrome), Email, IM, Skype, etc.)
    2. Can you access different web sites? (i.e. Duquesne sites (www.duq.edu) vs. off-campus sites like Hotmail or CNN)

    If you have no connection at all:

    1. Restart your computer to see if this fixes the problem.
    2. If you are using a wireless connection:
      1. Turn off and on your wireless.
      2. Delete and re-add your connection to DuqNet.
      3. If you are using a wired connection, 
        1. Check your computer and wall port to make sure the connection is secure. Unplug and plug-in the cable from both the computer and wall.
        2. If your roommate can connect via their wired port, try switching ports to theirs to see if you can connect. If possible, you should also try switching cables.
      1. If all of this does not restore your internet connection, call the Help Desk at 412-396-4357 for further assistance.

    Off-Campus Connection Troubleshooting

    If an application is not connecting to the internet:

    Maybe the issue is one application, to test this:

    1. Try email, IE, Firefox, telnet, etc. Which one(s) are you experiencing a problem with?
    2. Can you access different sites? (i.e. Duquesne sites vs. off-campus sites like Hotmail or CNN)

    If you have no connection at all:

    1. Restart your computer.
    2. Restart your router.
    3. If these techniques do not solve the problem, gather the following information:
      • What Internet Service Provider (ISP) are you using?
      • What time did the connection stop working?
      • Contact your ISP to see if they are experiencing problems and to troubleshoot your router.

    If you cannot access Duquesne sites but can access other sites:

    1. Contact the CTS Help Desk to determine if there is an outage.