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Reporting Faulty Ports

The past has taught us that many problems relating to a computer not being able to access the Rhodes network (and hence the Internet) are misdiagnosed. In many cases it is immediately incorrectly assumed that the network port that is supposed to be providing connectivity to a computer is at fault. In the vast majority of cases, this assumption is wrong and leads to a significant amount of time being wasted before the actual problem gets identified and fixed. In order to minimise these false reports that we receive, a procedure has been laid out to help better diagnose these kinds of problems.

If you are a student and you are reading this, and you suspect that your network port is faulty, please ask your Student Networking House representative to follow the below mentioned procedure. We will only accept reports of faulty network ports from Student Networking House and Student Networking Technical representatives. If you do not know who your Student Networking House representative is, you can find out here.

If you are a Student Networking House representative, and you suspect that there is a faulty port in a student’s room of your residence, then please follow the procedure outlined below:

  • Try visiting http://www.ru.ac.za/ and/or http://ruconnected.ru.ac.za/. If you can get to any web page whatsoever (even if it is an internal Rhodes' web site or the purple & white error messages from Rhodes' proxy servers), the port is not faulty - the problem is more than likely settings on the computer(s).  Refer the student to the Student Help Desk.

  • In cases where you suspect that a network port is faulty, it is important that you eliminate all other points of failure. These points are:

    • The patch cord (fly lead) connecting the computer to the network port
    • The computer itself
  • Initially, try connecting the student’s computer to the network port in their room with another patch cord that you know works (borrow one from a fellow student whose connection you know is working). If the computer successfully connects to the network with another patch cord, you can be reasonably sure that the student’s patch cord needs replacing.

  • The second thing to do is to get hold of another computer (borrow a laptop that you know works in your residence), and try connecting it to the student’s network port. If this also fails to connect, you can be reasonably sure that it is the network port that is faulty. If the computer does connect however, then the problem probably lies somewhere with the student’s computer.

  • Once you are reasonably sure that the network port is faulty, e-mail studentsupport@ru.ac.za giving us the details of problem. In the e-mail tell us what you did to be reasonably sure that the network port is faulty. If there is anything visibly wrong (cover missing, port off the wall), please include that information in your message.

    Also, please make sure you give us the details of the student concerned. Specifically, we require the following information:

    1. Student’s name
    2. Student’s student number
    3. Student’s contact phone number (preferably a cell phone number)
    4. Student’s residence name and room number

    Please Cc: the student concerned in your e-mail so that they know you've reported the problem.

  • Based on experience, when this procedure is adhered to, faulty ports are usually repaired within a working day or two upon us receiving the e-mail.

Last Modified: Wed, 31 May 2017 12:47:32 SAST