Our Support team require 3 tests from your unique location, to be performed while the issue is occurring.
Speedtest:
Please visit www.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:
Performing a Ping Test:
1. Open applications on your machine, then go to System Tools and select ‘MATE Terminal’
2. You will then be presented with a black box, this is the terminal.You will need to open two of these windows.
3. Line up the windows side by side and enter the following commands, one in each window:
First window:ping -c 100 google.co.uk
Second window:ping -c 100 gw
4. Press Enter to start the command in each window.
5. Allow all 100 pings to be completed. You will know when the test is finished as the text will stop
scrolling and you will see the words “ping statistics“.
6. Take a screenshot of the results, without cropping the image so that we can see the time stamp
Your screenshot should look something like below:
To see the wireless environment as your device does, we can use a free application called LinSSID. This app helps us to check for interference from other wireless networks or for problems with the equipment.
Performing the LinSSID Test:
- Download and install the free version of LinSSID here: https://sourceforge.net/projects/linssid/
- Once it has been installed, open the LinSSID application and drag the window to display all or most of the networks
- Expand the MAC column to show all of the characters and sort the Signal column to show best to worst. See the example below.
- Take a screenshot of your whole screen, so that the time is visible in the top.
- This screenshot should be taken in the specific position you are experiencing the problem, for example at your desk.
- Send the result to support@ask4.com, along with any other requested tests, and mentioning your issue reference number
Sending Your Screenshots
Take a screenshot of your whole screen, so that the time is visible in the bottom right corner.
We require this screenshot to be taken from the location in which you experience the problem.
The screenshots should be saved to your desktop as .PNG or .JPG files. These need emailing to the ASK4 Support team so that they can be analysed further. To do so, please send an email to the following address: support@ask4.com
Required information (please put this in the body of the email):
- Your full name
- Your building name, address and block/flat/room number
- Your contact number (optional)
- Your ASK4 username (optional)
- Your ASK4 issue reference number