Residence Hall FAQs

Q. Does it matter which jack I use?

1. Residence Hall jacks typically have three plugs. The top, bottom left, and bottom right. If you use the wrong cable (cord) in the jack you may damage the jack. The top jack is A and is for your phone. You should use an RJ11 cable for connection to your phone. The lower jacks are B (left) and C (right). These are data jacks for internet connection using your computers. You can connect to either B or C, depending on which one your roommate is using. You should use an RJ45 cable for connection to the internet.

Q. How do I get my IP address?

1. Make sure your computer is set to automatically obtain an IP address. Once that’s done, hook your computer to a network jack using a network cable with RJ45 connectors. Your computer will automatically receive an IP address and configure itself to use that IP address once it is connected.

Q. What do I do if I cannot get an IP address after connecting my computer to the network jack on the wall?

1. Make sure you are using an appropriate network cable. You should use a network cable that has RJ45 connectors and is at least CAT5e compatible. Check your network adapter and ensure its driver is properly configured and set to automatically obtain an IP address.

Q. I am getting an IP conflict message, what do I do?

1. Write down the IP and hardware address that’s causing a conflict with yours and call the ITU Support Center (x3-8870). The ITU Support Center and Network Engineers will then determine which machine is causing the conflict. If your machine is causing the conflict, the ITU Support Center will review your settings and make any corrections necessary to resolve the conflict.

Q. Internet Explorer is unable to browse the web, what is wrong?

1. You may have to run the Internet Connection Wizard. You can get to it by opening the Control Panel from the Start menu. Now double-click on Internet Options (if you use Windows XP you may have to choose Network and Internet Connections beforehand), Then choose the third option "I want to set up my Internet connection manually", click Next, choose the second option "I connect though a local area network (LAN)", click Next, take ALL check marks out of all the boxes, click Next, choose the second option "No", click Next, click Finish.

Q. I can't see any other computers under Network Neighborhood (or My Network Places in Windows ME).

1. That feature is not enabled in the Residence Halls, and the Res Techs and ITU Support Center cannot help in this matter.

Q. My roommate can access the internet from our room, but I cannot. Is there something wrong with my jack?

1. Move your roommate's connection to your jack temporarily. If he/she CAN connect from your jack also, then the problem is not your jack. (Check the troubleshooting tips that are outlined below in the last question to check your setup.) If your roommate CANNOT connect from your jack, then you probably have a problem with your jack. (Call the ITU Support Center at x38870 to report your defective jack.)

Q. I can't get on the Internet from my computer in the Residence Halls.

1. You need to do the following before calling the ITU Support Center.
   
1. Make sure your network adapter and appropriate drivers are installed and configured correctly.
   
   
2. Set your network adapter to automatically obtain an IP address.
   
   
3. Connect from your network adapter to the network jack on the wall using an RJ45 cable.
   
   
4. Follow the directions in the Student Technology Guide for connecting to the Residence Hall network. Then look through all these FAQs and troubleshoot your problem before calling the ITU Support Center (x38870).

Q. When I use the winipcfg or ipconfig command (Start, Run, type "command" in box, at command prompt type either "winipcfg" or "ipconfig"), the error message "invalid media connection" or "media connection disconnected" is displayed.

1. Make sure your network cable is securely connected to your computer and to the network jack on the wall by unplugging and reconnecting them. If you still get the same message, you probably have a bad network cable. Replace your network cable and it should work. You can purchase one at Patriot Computers.

Q. When I use the winipcfg or ipconfig command, the IP address shows up as 0.0.0.0.

1. You will need to renew your IP address by either restarting your computer or running the command “ipconfig /renew”.

Q. I can't get on the Internet from my computer in the residence hall.

1. If you have not been able to get on the Internet from your room after configuring your network adapter settings, or if you have lost network connectivity, go though the below steps before calling ITU.
   
   1. Click on Start -> Run -> type "command" and click OK. You will now be at an MS-DOS prompt.
      
      
   2. Type "ping 127.0.0.1" and hit enter. You should see four lines that read something like this "Reply from 127.0.0.1: bytes=32 time<10ms TTL=64". If you are getting anything else, there is a problem with your Network adapter. You might have to reinstall it and the software drivers that came with the card. ITU cannot fix this for you, but you could take the computer to the Patriot Computer store, and they can try and fix the computer for you for a fee.
      
      
   3. Ping mason at 129.174.1.13; If you get four "Reply from 129.174.1.13: bytes=32 time=2ms TTL=63", then you are connected to mason internally. If you are getting anything else, then the network cable may be bad or the jack in your room is having trouble. You can test to see if the jack is having trouble by plugging your cable into your roommates jack. If you repeat that last ping to mason and get replies, the problem is with your jack and you should call the ITU Support Center at x3-8870 to have a technician come to the room to fix the problem.
      
      
   4. Ping mason at mason.gmu.edu; If you get four "Reply from 129.174.1.13: bytes=32 time=2ms TTL=63", then your DNS settings are properly set up. If you get anything else, you will need to set your network adapter settings to automatically obtain DNS addresses.
      
      
   5. Ping a non-gmu web address, such as www.yahoo.com; if you get a reply similar to the ones above, then you are connected to the Internet. If you are able to get successful replies but cannot get on to the internet with web browsers, then you may have a web browser issue or have a conflicting program preventing your access to view web pages, such as spyware, adware, firewalls, etc. You may need to reinstall your web browser or remove the conflicting programs.

Q. Where can I get help with setting up my computer if none of these FAQs work?

1. Contact your Res Tech by going to http://itusupport.gmu.edu/ResTech/contact/main.htm or call the ITU Support Center at (703) 993-8870, and they can either troubleshoot over the phone or refer your problem to your Res Techs.

ITU Support Center - 703-993-8870 or support@gmu.edu