Connection Drops

If you are experiencing connection drops over the wireless, here are the very first things you will need to check:

  • Make sure your computer has the latest software updates installed
  • Check your signal strength, if it is low, try and move closer to the access point
  • Turn off any programs that may be using the internet

We will then need a clear description of the problem you are experiencing:

  • What is the problem you are facing? – Are you suffering from disconnections, slow speeds or loss of a network name (SSID) to connect to.
  • When did the problem start happening? When does the problem occur? Are there specific times or is the problem present all the time?
  • Which of your devices are having issues? Is the problem limited to one device or all of your devices? What is the affected device/s MAC address? What is the make/model/OS of the affected device/s? For example; Acer Laptop, Aspire E5-573T, Windows 10 or Apple iPhone 6, IOS9.
  • Where does the problem occur? Is the issue limited to just in your room or throughout your flat/accommodation? Have you been able to connect in a flatmate’s room?

Be as descriptive as possible with your answers, tell us why you have got in touch, is “ASK4 Wireless” constantly disappearing from the list of networks? Are you never able to stay connected for longer than a few minutes?

Let us know!

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 OSX

    First things first – How to take a screenshot

    Taking Screenshots 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 below. Screenshot shortcut: 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”.

    Starting the Tests 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:

    ping to google and the gateway

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

    Next, we need to see a 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: Speed test

    For the next screenshots, you will need to download a free application called Netspot.

    You can obtain Netspot from www.netspotapp.com. Please make sure you download the free version.

    Once the app has been downloaded and installed, please run it and make sure it is set to full screen.

    Please make sure that the BSSID column has been expanded to show all the characters and that Level (SNR) has been sorted to show best to worst. An example of this can be seen here:

    netspot

    Take a screenshot of your whole screen, so that the time is visible in the top right corner.

    We require this screenshot to be taken from the location in which you experience the problem.

    Now continue to do bottom of the page for how to send your screenshots to us.

  • 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 to the right. 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:

    ping to the gateway and google

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

    Next, we need to see a Speedtest

    Please visit 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: Speed test

    For the next screenshots, you will need to download a free application called InSSIDer.

    You can obtain InSSIDer from the following link: http://www.techspot.com/downloads/5936-inssider.html Please make sure you download the free version.

    Once the app has been downloaded and installed, please run it and make sure it is set to full screen and that the MAC address column is resized to show all characters. Please then sort the Signal column to show best to worst by clicking the word Signal so that a downward arrow is displayed.

    An example of this can be seen here:

    Inssider

    • 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