Diagnostics for Windows

First things first – How to take a screenshot

​To take a screenshot, press the Print Screen key on your keyboard, it may appear as “PrtSc” or “prt scrn”. To save the screenshots, open Paint by typing “Paint” into the Start Menu’s search box, as shown in the image to the right. Once Paint is open, hold down CTRL and press V, this will paste the screenshot into Paint. Save the screenshots to your Desktop using the save icon at the top of the page.

The first thing to do is open a “Command Prompt” window.

To do this, type “cmd” (without the quotes) into the search box on the Windows Start menu. Repeat this process as we will need two Command Prompt windows open.

In the first Command Prompt window, type the following command (without the quotes) and then press enter: “ping gw -n 100” In the second Command Prompt window, type the following command (without the quotes) and then press enter: “ping www.google.co.uk -n 100”.

Arrange the Command Prompt windows so they are side-by-side, like the image below:

These Command Prompt windows must be left open while the problem is occurring.

Next, we need to see a Speed Test. Please visit speedtest.net and click on ‘Begin Test.’ The test will begin and will perform three tests, one for Ping, Download Speed and one for Upload Speed.

Once the tests have completed, you will be presented with your results, please take a screenshot of this and name it Speedtest. An example:

For the next screenshots, you will need to download a free application called InSSIDer.

You can obtain InSSIDer from the following link: http://www.techspot.com/downloads/5936-inssider.html Please make sure you download the free version.

Once the app has been downloaded and installed, please run it and make sure it is set to full screen and that the MAC address column is resized to show all characters. Please then sort the Signal column to show best to worst by clicking the word Signal so that a downward arrow is displayed.

An example of this can be seen here:

We require this screenshot to be taken from the location in which you experience the problem.

Now continue to the Sending Screenshots page for how to send your screenshots to us.

• Related Articles

• Diagnostics for Mac OSX

  The next step is to run some diagnostics yourself. Please ensure you only run these tests during the time you experience your issue, as results sent to us when your connection is working properly won’t provide us with the information we need to solve ...

• Connecting Wireless

  I can connect to the Wireless Network  If you are able to connect to the network but are unable to view web pages, please check the following: Is your device gaining an IP address? Checking your IP address is relatively easy on the majority of ...

• FAQ

  Please be aware that some of the content may be catered towards the student accommodations we support. How do I get my new computer or device online? Connect your device wired or wirelessly to the network. A wired connection will require an Ethernet ...

• Connecting Wired

  No Connection If you are connecting your device using an Ethernet cable and you suspect that you are not receiving a connection at all, please follow the steps below: Restart your PC – It may sound obvious, but essentially, when you restart your ...