Connectivity Issues – Wired – Mac/Other

    Wired Diagnostics

  • For Mac

    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.

    In order to test connectivity and latency, we can instruct your computer to send and receive small amounts of data to one of Google’s servers, and to the equipment at your accommodation (these are called pings). For this we can use an application called Terminal, which is installed on your computer by default.


    Performing a Ping Test:

    1. Open your Applications folder, then open the Utilities folder.
    2. Within the Applications folder, select and open Terminal. You will need to open two of these windows (Press cmd and n).
    3. Line up the windows side by side and enter the following commands, one in each window:
    4. First window: ping -c 100 google.co.uk
      Second window: ping -c 100 gw

    5. Press Enter to start the command in each window.
    6. 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
    7. Take a screenshot of the results, without cropping the image so that we can see the time stamp

    8. Your screenshot should look something like below:

      Please take a screenshot of this.

      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):

      traceroute google.co.uk

      Finally, we will next need you to do a prolonged download test to show us what speeds you can achieve in a typical real world file download.

      To do this first head to the thinkbroadband website here.

      www.thinkbroadband.com/download

      You should then see the “Very Large File – 1 GB – (1,024 MB)” download test file.

      All you need to do is right click on the red “1GB (v.large)” icon for the file and click “Save as…” and begin downloading it to your computer.

      The final part of this test involves taking a screenshot of the rate at which this file is downloaded in your browser.

      To obtain this information, navigate to the Downloads within your browser. This will display the download rate, with a unit of “MB/s” or “KB/s”. Please take a screenshot of this number (it should appear something like the below image):

      Downloads

  • For Chrome

    In order to test connectivity and latency, we can instruct your computer to send and receive small amounts of data to one of Google’s servers, and to the equipment at your accommodation (these are called pings). For this we can use an application called Crosh, which is installed on your computer by default.


    Performing a Ping Test:

    1. Press Ctrl+Alt+T to open Crosh. The Crosh shell will open in a browser tab.
    2. Line up the windows side by side and enter the following commands, one in each window:
    3. 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
    7. Send the result to support@ask4.com, mentioning your issue reference number

    8. Your screenshot should look something like below:

    To see the wireless environment as your device does, we can use two simple Crosh ‘Terminal’ commands to collate the data we need. These commands help us to check for interference from other wireless networks or for problems with the equipment.


    Performing the Network Diagnostic Tests:

    1. Press Ctrl+Alt+T to open Crosh. The Crosh shell will open in a browser tab.
    2. Type the following command:

      network_diag – wifi

      Press Enter to start the command.
    3. This test will provide you with some data, please copy and paste this into a text document.

      Please expand this to see an example
                 crosh> network_diag --wifi
                 iw dev wlan0 survey dump:
                 Survey data from wlan0
                  frequency: 2412 MHz
                  noise: -92 dBm
                  channel active time: 63 ms
                  channel busy time: 49 ms
                  channel receive time: 45 ms
                  channel transmit time: 0 ms
                 Survey data from wlan0
                  frequency: 2417 MHz
                  noise: -93 dBm
                  channel active time: 62 ms
                  channel busy time: 47 ms
                  channel receive time: 41 ms
                  channel transmit time: 0 ms
                  Survey data from wlan0
                 frequency: 2422 MHz
                  noise: -92 dBm
                  channel active time: 63 ms
                  channel busy time: 4 ms
                  channel receive time: 0 ms
                  channel transmit time: 0 ms
      
                 [truncated]
      
                 Survey data from wlan0
                  frequency: 5220 MHz
                  noise: -94 dBm
                  channel active time: 124 ms
                  channel busy time: 0 ms
                  channel receive time: 0 ms
                  channel transmit time: 0 ms
                 Survey data from wlan0
                  frequency: 5240 MHz [in use]
                  noise: -94 dBm
                  channel active time: 15723 ms
                  channel busy time: 513 ms
                  channel receive time: 185 ms
                  channel transmit time: 3 ms
                 Survey data from wlan0
                  frequency: 5260 MHz
                  noise: -94 dBm
                  channel active time: 85031 ms
                  channel busy time: 84907 ms
                  channel receive time: 84907 ms
                  channel transmit time: 84907 ms
      
                [truncated]
      
                iw dev wlan0 station dump:
                Station 00:11:74:##:##:## (on wlan0)
                 inactive time: 5444 ms
                 rx bytes: 11797197
                 rx packets: 38419
                 tx bytes: 1703260
                 tx packets: 9779
                 tx retries: 14295
                 tx failed: 43
                 signal: -58 dBm
                 signal avg: -60 dBm
                 tx bitrate: 24.0 MBit/s
                 rx bitrate: 300.0 MBit/s MCS 15 40MHz short GI
                 authorized: yes
                 authenticated: yes
                 preamble: long
                 WMM/WME: yes
                 MFP: no
                 TDLS peer: no
                iw dev wlan0 scan dump:
                BSS 00:11:74:##:##:##(on wlan0) -- associated
                 TSF: 61418055#### usec (7d, 02:36:20)
                 freq: 5240
                 beacon interval: 100 TUs
                 capability: ESS Privacy SpectrumMgmt ShortSlotTime (0x0511)
                signal: -60.00 dBm
                 last seen: 847370 ms ago
                 Information elements from Probe Response frame:
                 Supported rates: 24.0* 36.0 48.0 54.0 
                 DS Parameter set: channel 48
                 Country: US Environment: Indoor/Outdoor
                 Channels [36 - 36] @ 24 dBm
                 Channels [40 - 40] @ 24 dBm
                 Channels [44 - 44] @ 24 dBm
                 Channels [48 - 48] @ 24 dBm
                 Channels [52 - 52] @ 23 dBm
                 Channels [56 - 56] @ 23 dBm
                 Channels [60 - 60] @ 23 dBm
                 Channels [64 - 64] @ 23 dBm
                 Channels [100 - 100] @ 24 dBm
                 Channels [104 - 104] @ 24 dBm
                 Channels [108 - 108] @ 24 dBm
                 Channels [112 - 112] @ 24 dBm
                 Channels [116 - 116] @ 24 dBm
                 Channels [120 - 120] @ 24 dBm
                 Channels [124 - 124] @ 24 dBm
                 Channels [128 - 128] @ 24 dBm
                 Channels [132 - 132] @ 24 dBm
                 Channels [136 - 136] @ 24 dBm
                 Channels [140 - 140] @ 24 dBm
                 Channels [144 - 144] @ 24 dBm
                 Channels [149 - 149] @ 30 dBm
                 Channels [153 - 153] @ 30 dBm
                 Channels [157 - 157] @ 30 dBm
                 Channels [161 - 161] @ 30 dBm
                 Channels [165 - 165] @ 30 dBm
                 Power constraint: 3 dB
                 BSS Load:
                 * station count: 2
                 * channel utilisation: 4/255
                 * available admission capacity: 31250 [*32us]
                 HT capabilities:
                 Capabilities: 0x9ef
                 RX LDPC
                 HT20/HT40
                 SM Power Save disabled
                 RX HT20 SGI
                 RX HT40 SGI
                 TX STBC
                 RX STBC 1-stream
                 Max AMSDU length: 7935 bytes
                 No DSSS/CCK HT40
                 Maximum RX AMPDU length 65535 bytes (exponent: 0x003)
                 Minimum RX AMPDU time spacing: 8 usec (0x06)
                 HT TX/RX MCS rate indexes supported: 0-15
                 HT operation:
                 * primary channel: 48
                 * secondary channel offset: below
                 * STA channel width: any
                 * RIFS: 1
                 * HT protection: no
                 * non-GF present: 1
                 * OBSS non-GF present: 0
                 * dual beacon: 0
                 * dual CTS protection: 0
                 * STBC beacon: 0
                 * L-SIG TXOP Prot: 0
                 * PCO active: 0
                 * PCO phase: 0
                 VHT capabilities:
                 VHT Capabilities (0x338001b2):
                 Max MPDU length: 11454
                 Supported Channel Width: neither 160 nor 80+80
                 RX LDPC
                 short GI (80 MHz)
                 TX STBC
                 RX antenna pattern consistency
                 TX antenna pattern consistency
                 VHT RX MCS set:
                 1 streams: MCS 0-9
                 2 streams: MCS 0-9
                 3 streams: not supported
                 4 streams: not supported
                 5 streams: not supported
                 6 streams: not supported
                 7 streams: not supported
                 8 streams: not supported
                 VHT RX highest supported: 0 Mbps
                 VHT TX MCS set:
                 1 streams: MCS 0-9
                 2 streams: MCS 0-9
                 3 streams: not supported
                 4 streams: not supported
                 5 streams: not supported
                 6 streams: not supported
                 7 streams: not supported
                 8 streams: not supported
                 VHT TX highest supported: 0 Mbps
                 VHT operation:
                 * channel width: 1 (80 MHz)
                 * center freq segment 1: 42
                 * center freq segment 2: 0
                 * VHT basic MCS set: 0xfffc
                 WMM: * Parameter version 1
                 * u-APSD
                 * BE: CW 15-1023, AIFSN 3
                 * BK: CW 15-1023, AIFSN 7
                 * VI: CW 7-15, AIFSN 2, TXOP 3008 usec
                 * VO: CW 3-7, AIFSN 2, TXOP 1504 usec
                 RSN: * Version: 1
                 * Group cipher: CCMP
                 * Pairwise ciphers: CCMP
                 * Authentication suites: IEEE 802.1X FT/IEEE 802.1X
                 * Capabilities: PreAuth 1-PTKSA-RC 1-GTKSA-RC MFP-capable (0x0081)
                 * 0 PMKIDs
                 * Group mgmt cipher suite: AES-128-CMAC
                iw dev wlan0 link:
                Connected to 00:11:74:##:##:## (on wlan0)
                 freq: 5240
                 RX: 11797197 bytes (38419 packets)
                 TX: 1703260 bytes (9779 packets)
                 signal: -58 dBm
                 tx bitrate: 24.0 MBit/s
      
                 bss flags: short-slot-time
                 dtim period: 1
                 beacon int: 100
             

    4. Next, open Crosh again and type the following command:

      connectivity show services

      Press Enter to start the command.
    5. This test will provide you with some data, please copy and paste this into a text document.

      Please expand this to see an example.
                crosh> connectivity show services
      
               /service/12
                AutoConnect: true
                CheckPortal: auto
                Connectable: true
                ConnectionId: 2069398120
                Country: US
                DNSAutoFallback: false
                Device: /device/wlan0
                EAP.AnonymousIdentity: anonymous
                EAP.CACert: 
                EAP.CACertID: 
                EAP.CACertNSS: 
                EAP.CertID: 
                EAP.ClientCert: 
                EAP.EAP: PEAP
                EAP.Identity: 
                EAP.InnerEAP: auth=MSCHAPV2
                EAP.KeyID: 
                EAP.KeyMgmt: WPA-EAP
                EAP.PIN: 
                EAP.PrivateKey: 
                EAP.RemoteCertification/0: /OU=Domain Control Validated/CN=
                EAP.RemoteCertification/1: /C=US/ST=Arizona/L=Scottsdale/O=GoDaddy.com, Inc./OU=http://certs.godaddy.com/repository//CN=Go Daddy Secure Certificate Authority - G2
                EAP.RemoteCertification/2: /C=US/ST=Arizona/L=Scottsdale/O=GoDaddy.com, Inc./CN=Go Daddy Root Certificate Authority - G2
                EAP.RemoteCertification/3: /C=US/O=The Go Daddy Group, Inc./OU=Go Daddy Class 2 Certification Authority
                EAP.SubjectMatch: 
                EAP.UseProactiveKeyCaching: false
                EAP.UseSystemCAs: true
                Error: Unknown
                ErrorDetails: 
                GUID: 5137BA48-0424-41B0-B5DE-29A427084925
                HTTPProxyPort: 34599
                IPConfig: /ipconfig/wlan0_1_dhcp
                IsActive: true
                LinkMonitorDisable: false
                ManagedCredentials: false
                Mode: managed
                Name: 
                PassphraseRequired: false
                PortalDetectionFailedPhase: 
                PortalDetectionFailedStatus: 
                PreviousError: 
                PreviousErrorSerialNumber: 0
                Priority: 0
                PriorityWithinTechnology: 0
                Profile: /profile/chronos/shill
                ProxyConfig: 
                SaveCredentials: true
                SavedIP.Address: 192.168.1.20
                SavedIP.Gateway: 192.168.1.1
                SavedIP.Mtu: 0
                SavedIP.NameServers: 192.168.1.1
                SavedIP.PeerAddress: 
                SavedIP.Prefixlen: 26
                SavedIPConfig/0/Address: 192.168.1.20
                SavedIPConfig/1/Gateway: 192.168.1.1
                SavedIPConfig/2/Mtu: 0
                SavedIPConfig/3/NameServers/0: 192.168.1.1
                SavedIPConfig/4/PeerAddress: 
                SavedIPConfig/5/Prefixlen: 26
                Security: 802_1x
                SecurityClass: 802_1x
                State: online
                Strength: 35
                Tethering: NotDetected
                Type: wifi
                UIData: 
                Visible: true
                WiFi.AuthMode: 
                WiFi.BSSID: 00:11:74:##:##:##
                WiFi.Frequency: 5240
                WiFi.FrequencyList/0: 2412
                WiFi.FrequencyList/1: 2462
                WiFi.FrequencyList/2: 5240
                WiFi.FrequencyList/3: 5320
                WiFi.HexSSID: ########
                WiFi.HiddenSSID: false
                WiFi.PhyMode: 7
                WiFi.PreferredDevice: 
                WiFi.ProtectedManagementFrameRequired: false
                WiFi.RoamThreshold: 0
                WiFi.VendorInformation/0/OUIList: 00-03-7f
      
              /service/15
                AutoConnect: false
                CheckPortal: auto
                Connectable: true
                ConnectionId: 0
                Country: US
                DNSAutoFallback: false
                Device: /device/wlan0
                EAP.AnonymousIdentity: 
                EAP.CACert: 
                EAP.CACertID: 
                EAP.CACertNSS: 
                EAP.CertID: 
                EAP.ClientCert: 
                EAP.EAP: 
                EAP.Identity: 
                EAP.InnerEAP: 
                EAP.KeyID: 
                EAP.KeyMgmt: NONE
                EAP.PIN: 
                EAP.PrivateKey: 
                EAP.SubjectMatch: 
                EAP.UseProactiveKeyCaching: false
                EAP.UseSystemCAs: true
                Error: Unknown
                ErrorDetails: 
                GUID: 
                HTTPProxyPort: 0
                IsActive: false
                LinkMonitorDisable: false
                ManagedCredentials: false
                Mode: managed
                Name: 
                PassphraseRequired: false
                PortalDetectionFailedPhase: 
                PortalDetectionFailedStatus: 
                PreviousError: 
                PreviousErrorSerialNumber: 0
                Priority: 0
                PriorityWithinTechnology: 0
                Profile: 
                ProxyConfig: 
                SaveCredentials: true
                Security: none
                SecurityClass: none
                State: idle
                Strength: 44
                Tethering: NotDetected
                Type: wifi
                UIData: 
                Visible: true
                WiFi.AuthMode: 
                WiFi.BSSID: 7c:69:f6:##:##:##
                WiFi.Frequency: 5320
                WiFi.FrequencyList/0: 5240
                WiFi.FrequencyList/1: 5320
                WiFi.HexSSID: ##########
                WiFi.HiddenSSID: false
                WiFi.PhyMode: 7
                WiFi.PreferredDevice: 
                WiFi.ProtectedManagementFrameRequired: false
                WiFi.RoamThreshold: 0
                WiFi.VendorInformation/0/OUIList: 00-10-18
            

    6. Send the text files to support@ask4.com, along with any other requested tests, and mentioning your issue reference number

    • 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.

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