Router and Internet Connection

Troubleshooting

Internet issues are most frequently resolved by rebooting the router and/or restarting all computers. If the connection problem affects more than one terminal, try rebooting the router. Last, reboot the entire network. If your internet connection is not restored, contact Access support via your Fred Help Portal for further assistance.

Rebooting or re-starting any server, PC or router may take up to 15 mins and is best performed after hours.

  1. Try stopping or pausing software programs such as backup software, and music or video streaming.
  2. Reboot the router (and/or the switch).
  3. Check the network connections at the router, switch, and computers.
  4. After performing the above actions, it might be necessary to shut down and restart all computers.
  5. Check and replace the filters (if required).
  6. Update and run a virus scan (in cause the issue is caused by a virus or malware).

    If this procedure does not resolve your issue, contact Access support via your Fred Help Portal

  1. Check the Router has power.
  2. Remove the power cable.
  3. Wait for at least 30 seconds.
  4. Plug the power cable back in.
  5. Wait for the router to connect, as indicated by the status lights.

    This process can take up to 5 mins, as indicated by the status lights.

There is no need to unplug the Ethernet cables when you restart the network. However, if a problem occurs with a specific device, disconnect it so that the rest of the network can operate properly.

  1. Turn off everything: All computers, printers, hard drives, modems, switches, routers, and hubs.
  2. Turn on the router/modem: It takes a few moments to find a signal and re-connect to the internet. When all the status lights are on and the modem/router is ready move onto the next step.

    Start up the modem and let it run for 90 seconds, then move to the next step.

    The Internet may not be connected by the end of this process.

  3. Turn on the network switch (if there is one). Wait until all the lights are on and the device is ready before you move on to the next step.
  4. Turn on the server or the important desktop PC.
  5. Turn on a computer connected to the network: Let the computer start up as normal, observe any network errors or messages, then log into the computer and check to see if you can connect to the Internet When you can get on the Internet, the network is up and working properly. The network has been reset.
  6. Repeat Step 5 for every computer on the network.
  7. Start up any printers and/or hard drives.

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