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Division of Information Technology
Division of Information Technology

ResNet Troubleshooting

Common Issues

ResNet wired connection and authentication

  1. What network cable should I use for a wired connection?
  2. I cannot get the SafeConnect authentication page.
  3. I am trying to use a router, but my computer cannot get a network connection.
  4. I cannot connect to the Internet.
  5. I keep getting a prompt to install the SafeConnect Policy Key after I have already installed it.
  6. I brought a computer from home. Can DoIT staff add memory and configure the system?
  7. My computer is running slowly and I think there may be a virus on it. Can I get help with that?

 


 

1. What network cable should I use for a wired connection?

To connect the computer to the wall jack, use an Ethernet cable rated for Category 5, Category 5e, or Category 6 for network use -- do not attempt to use a telephone cord or Category 3 cable.


 

2. I cannot get the SafeConnect authentication page.

You must authenticate and install the SafeConnect Policy Key to use the Internet. If after opening a browser, you are not prompted, try navigating to safeconnect.uncp.edu. This should redirect you to the SafeConnect authentication page. For step-by-step instructions on how to install the Policy Key, click here.


 

3. I am trying to use a router, but my computer cannot get a network connection.

Routers are not allowed on the UNCP network.  Also, Chromecasts do not work on the network. Wireless printers can be used with a USB printer cable connected and the wireless capability turned off.


 

4. I cannot connect to the Internet.

Please try the following methods:

  • Reboot the Computer
    Many problems will resolve themselves if you restart the computer. If rebooting doesn't work, shut down the computer completely, wait 60 seconds and turn it back on.

  • Check to make sure the network adapter is enabled.
    There is usually a key on the keyboard or a switch on the side or front of the laptop that can be pressed or moved to turn the wireless adapter on.

  • Log in to SafeConnect
    Open an Internet browser and navigate to safeconnect.uncp.edu.  Log in to SafeConnect, if prompted.

  • Check the IPv4 Address, Default Gateway and DNS Server
    Right-click the network icon located in the system tray near the clock > Click Open Network and Sharing Center > Click ResidentialWiFi, BraveWiFi or Local Area Connection as appropriate for your connection > Click Details to verify that the IPv4 Address, Default Gateway and DNS Server all begin with 152.  If they don’t, click here for Configuring Network Settings.

  • Try uninstalling and reinstalling the network adapter
    Navigate to Device Manager, click the arrow next to Network adapters, and then right-click the wireless or wired card (as appropriate for the connection you are trying to use). Click Uninstall, then OK. Click Action from the menu at the top, then Scan for hardware changes to reinstall the network adapter.  Try to access the Internet.

 

5. I keep getting a prompt to install the SafeConnect Policy Key after I have already installed it.

The Policy Key may not have installed properly or it may be prevented from running.  Click here for specific troubleshooting steps.


 

6. I brought a computer from home. Can DoIT staff add memory and configure the system?

No. DoIT does not support student-owned computers. DoIT provides maintenance and repair services only for university-owned computers. It is your responsibility to maintain your computer system.


 

7. My computer is running slowly and I think there may be a virus on it. Can I get help with that?

ResNet assistance is limited to network and Internet connectivity issues. DoIT does not remove viruses or malware from student computers. If you don’t have an antivirus, you can download one and scan your computer. The SafeConnect compatible antivirus software list can be found here.  Some of these are free versions.

 

For additional help, click here for ResNet Support information.