Guide to Running Mac Diagnostics for Broadband Issues

Step 1: Verify Broadband Connection

• Wired: Ensure the Ethernet cable is securely connected to your Mac and the router.
• Wireless: Go to System Settings > Wi-Fi, select your router and enter the password (check back of router for password).
• Test by opening a browser and visiting a website (e.g., google.com).

Step 2: Run Apple Diagnostics

1. Shut Down Mac: Click Apple Menu > Shut Down.
2. Start Apple Diagnostics:
• For Intel-based Macs (pre-2020): Turn on your Mac, then hold the D key until the diagnostics screen appears.
• For Apple Silicon Macs (M1/M2, 2020+): Turn on your Mac, hold the Power button until the startup options appear, select Options > Continue, then press Command (⌘)-D.
3. Run Test: Select your language, then let Apple Diagnostics check hardware (takes ~2-5 minutes). Note any error codes related to Wi-Fi or Ethernet (e.g., “NSP” for network issues).
4. Review Results: If issues are detected, note the reference code and contact our support at Support@gigapeak.co.uk or Apple Support.

Step 3: Check Network Settings

1. Go to System Settings > Wi-Fi (or Network for older macOS).
2. Confirm:
• Wi-Fi is on and connected to your router.
• Status shows “Connected” with a valid IP address (e.g., 192.168.x.x).
3. For wired connections, select Ethernet in Network settings and ensure “Connected”.
4. If no IP address or “Not Connected”, restart the router by unplugging it for 30 seconds.

Step 4: Run Wireless Diagnostics

1. Hold Option (⌥) and click the Wi-Fi icon in the menu bar.
2. Select Open Wireless Diagnostics.
3. Click Continue to run the diagnostic tool.
4. Follow prompts to monitor Wi-Fi performance, checking for signal strength or interference issues.
5. Save the report if prompted and share it with support if issues persist.

Step 5: Test Internet Speed

• Visit a trusted site like speedtest.net

Step 6: Additional Troubleshooting

• Restart Devices: Reboot your Mac and router.
• Check Interference: Move closer to the router, avoid physical barriers, and don’t use personal routers (they interfere with Gigapeak’s network).
• Update macOS: Go to System Settings > General > Software Update to install the latest version.
• Security: Ensure antivirus is updated and scan for malware (e.g., Malwarebytes for Mac). Avoid suspicious files (.zip, .exe).
• Reset Network Settings: Go to System Settings > Network, remove Wi-Fi/Ethernet, restart, and reconnect.

Step 7: Contact Support

If issues persist:

• Submit a ticket via Support@gigapeak.co.uk 
• Provide: Mac model, macOS version, Apple Diagnostics error codes (if any), Wireless Diagnostics report, and speed test results.
• Our IT support team will assist with network or device-specific issues.

Tips for Optimal Performance

• Use the provided router for best compatibility.
• Keep macOS and apps updated.
• Enable two-factor authentication (2FA) for accounts.
  
• Avoid sharing passwords or opening suspicious links/emails.