Connection Drops

If you are experiencing connection drops over your wired connection, there are a few tests we can do to ensure that this is fixed as soon as possible!

Before we start testing please check that you have performed the following steps:

  • Reboot your computer.
  • Check that your computer is totally up to date and has all the latest drivers that you may need for it to run properly on the network
  • Ensure that you are connected directly to the wall socket and not through a router or access point
  • Please test a new cable, Ethernet cables aren’t as solid as they appear and even tiny bends in the cable can damage the wiring inside, causing gaps in the data sent down them!
  • Make sure that your wireless connection is turned off!

NEXT, Diagnostics!

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 your issue. Try to include the time and date in the screenshots as this helps us diagnose the problem.

  • For Mac

    First things first – how to take a screenshot:

    Once you have completed the tests, we need to see the results. The best way to show them is to take screenshots. If you are unsure how to take screenshots, please familiarise yourself with the shortcut commands: cmd + shift + 3

    This will take a screenshot of the contents of the screen and save it to a file on the desktop. Please change the filename to the corresponding test. E.g. ping -c 100 gw.

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

    To do this, select the Spotlight Search from the top right corner, type “Terminal” and click it when it appears.

    Once open, select “Shell” from the top bar, then “New Window” and then “Basic”.

    In the first Terminal window, type the following command (without the quotes) and then press enter: “ping -c 100 gw

    In the second Terminal window, type the following command (without the quotes) and then press enter: “ping -c 100 www.google.co.uk

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

    Mac Terminal Windows

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

    While the tests are running, you will need to minimise all other programs.

    Once they finish, you just need to take a screenshot of both windows together.

    Next, in a new Terminal window, type the following command: “traceroute google.co.uk” (without the quotes) and take a screenshot when the test finishes (it should appear something like the below image):

    Mac Terminal Window
  • 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 “prt sc” or “prt scrn”. To save the screenshots, open Paint by typing “Paint” into the Start Menu’s search box, as shown in the image below. 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:

    Windows command prompts

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

    Next, in a new Command Prompt window, type the following command: “pathping google.co.uk” (without the quotes), this will take a couple of minutes to run and  (without the quotes) and take a screenshot when the test finishes (it should appear something like the below image):

    Windows Pathping

    After this, we will need you to do the same again, however this time type “tracert google.co.uk” (without the quotes):

    Windows ping

  • Sending Your Screenshots

    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
    • Your ASK4 username
    • Your ASK4 issue reference number if you already have one (optional)

    Please add the screenshots as attachments to the email. The Support team will reply with an issue reference number.

    Please quote this in any future communications with ASK4 about this problem.