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SWGfL Connectivity - Local Diagnostics
Published Date : 13 Dec 2011 Last Updated : 13 Dec 2011 Content Ref: TEC2382696


Initial Local Diagnostics


When your school's Internet connection goes down there are several checks that we need to run through in order to establish what is causing the issue.

This diagram shows the basic internet connection setup for your establishment. The ICT equipment within the school (such as your PC hardware) is usually managed by your IT coordinator or local technician. All the connectivity from the router out to the Internet is managed by the SWGfL, this also includes the Network Terminating Equipment (NTE).

To save you time before you call, the following initial connectivity diagnostics can be completed to help determine what investigation is required.


1. Is more than one user/computer affected?

Yes: Proceed to Question 2
No: This is an issue with the user/computer in question. Contact your local IT support to investigate this further

2. Can you ping the default gateway?


- Click Start
- Click Run
- Type cmd
- Click ok
- At the prompt, type ipconfig /all
- Record the Default Gateway Address
- Type ping [default gateway address] (don't forget to leave a space between 'ping' and the default gateway)
- Press enter

Successful Result:


Pinging with 32 bytes of data:
Reply from bytes=32 time<1ms TTL=255
Reply from bytes=32 time<1ms TTL=255
Reply from bytes=32 time<1ms TTL=255
Reply from bytes=32 time<1ms TTL=255

Ping statistics for

Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 0ms, Maximum = 0ms, Average = 0ms

Unsuccessful result:


Pinging with 32 bytes of data:

Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for
Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

Unsuccessful: You are unable to connect to the router. This can be for several reasons so you should:

  1. Check power to the router and note down which lights are showing.
  2. Ensure that the ethernet cable connecting the router to your local area network (LAN) is securely connected.
  3. If the router has power, you may need to perform a crossover test to rule out any local issues. If you are unsure on this, contact your local IT support for advice

Successful: You are able to connect to the router. Now repeat the ping test to the school's WAN IP (found on your wall planner) and to noting the results.

Check the router and telco equipment and note any lights on display, then call the service desk with this information for further investigation.

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Document Keywords:Local Diagnostics, customer checks, SWGfL, connectivity

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