🥽 Overview

Diagnostics provide us with information about your network adapter, the wireless environment and you connection speed.

This data better enables us to investigate your issue and assists in providing support.

Follow these instructions to generate network diagnostics on your Windows device.

Collecting network diagnostics on Windows 7, 8.1 & 10

1. Click the Start button and type CMD into the search box.

2. CMD or Command Prompt will be shown in the menu. Right click, and select Run as Administrator.

3. Select yes on the security confirmation message to continue.

4. A black window will open. This is the Windows Command Prompt.

  • In the command prompt, you will need to type the following commands:

then press enter

IPCONFIG /ALL > %userprofile%\DESKTOP\LogIP.txt

then press enter

NETSTAT -R > %userprofile%\DESKTOP\LogNET.txt

then press enter

ARP -A > %userprofile%\DESKTOP\LogARP.txt

then press enter

  • Four new text files will now be on your desktop. You are okay to close the Command Prompt windows. 😃

Send the diagnostic file to us via WeTransfer

Open a chat window with us and add the files. Please include the following details on the message:

  • Your username
  • Room number
  • Summary of your issue.
  • Add your files: Add the following files:

         - Speed test result: Include screenshot of your speed test 

         - Diagnostic files: Upload the files from the diagnostic

Having trouble?

If you are having any problems completing the diagnostic tests, please let us know. We are here to help and can guide you through the process 🤩

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