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Troubleshooting Your Internet Connection

There may be times when you will need to troubleshoot your Internet connection. In this article, we will cover the basic troubleshooting steps we use to resolve simple connection issues.

NOTE If you are located on campus and are having issues connecting to the Lopes Wi-Fi network, please contact our Staff IT Support team for assistance.

Connection Type

Hotspot

When using a Hotspot as an internet connection, the strength of the connection may not be sufficient. The connection given by a hotspot may fluctuate and can lack the strength needed to reach the desired site and perform necessary tasks. If a hotspot is being used it may be best to switch to a new stable connection.

Public and Workplace

If you are using a public or work Wi-Fi network, you will first want to attempt to reset your connection using the steps listed in the Reset the Connection accordion below. If are still having trouble with a public or work Wi-Fi network, you may want to try switching to a different available Wi-Fi network. Both public and work Wi-Fi networks have firewalls that could possibly prevent you from accessing GCU sites.

Home Network

If you are using a home Wi-Fi network, you will have the below troubleshooting options available. If you attempt each of the troubleshooting options available and you are still having connection issues, there may be a larger issue, such as an outage preventing Internet access, and you should contact your Internet Service Provider (ISP) for further assistance.

Troubleshooting

Reset the Connection

If you are experiencing connection issues, resetting your connection is one of the first troubleshooting steps you would want to complete. Resetting your connection allows your computer to create a fresh connection to your Wi-Fi network, hopefully removing any connection issues present with the previous connection. To reset your connection, follow the steps listed in the appropriate accordion below.

Windows 10

  1. Locate your current network connection and status near your time and date on the taskbar. Click on the connection icon to view your available connections.
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  2. Locate and click the name of the network you are connected to.
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  3. After clicking the name of your connected network, click Disconnect.
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  4. Once you have disconnected successfully, click the network name again and click Connect.
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  5. Wait a few seconds for your computer to establish a connection, then try accessing the Internet again.

Windows 11

  1. Locate and click your quick settings bar near your time and date on the taskbar.
  2. Click the right-facing arrow button to the right of the Wi-Fi icon.
  3. After opening the Wi-Fi menu, click Disconnect.
  4. Once you have disconnected successfully, click Connect.
  5. Wait a few seconds for your computer to establish a connection, then try accessing the Internet again.

Mac

  1. From any screen or application, select the Wi-Fi icon from the right section of the menu bar. Click Turn Wi-Fi Off to disconnect.
  2. Next, click Turn Wi-Fi On to re-connect.
  3. Wait a few seconds for your computer to establish a connection then try accessing the internet again.

If your computer experiences any issues reconnecting to the selected network, please restart the computer and try again. If turning the internet connection on and off again does not resolve the connection issue, please attempt the other troubleshooting options available.

NOTE If resetting the connection did not resolve the connection issue and you are using a public or work Wi-Fi network, you may want to try switching to a different available Wi-Fi network. Keep in mind, both public and work Wi-Fi networks have firewalls that could possibly prevent you from accessing GCU sites.

Reset the Modem

Performing a quick restart of your modem will resolve most internet connection issues. To restart your modem, simply unplug the power source and keep it unplugged for 10-15 seconds and plug it back in. It's that easy! By unplugging your modem, you are forcing it to reach back out to your service provider and provide a new connection to the Internet. It may take a minute or two for your computer to establish the new connection.

NOTE If you are planning to perform this step, all devices connected to this network will lose Internet connection. Make sure to let anyone connected to this network know that this step will be performed so they can save their work, if necessary.

Connect Directly into the Modem

To complete this step, you will need to have physical access to the modem and an Ethernet cable. Plug one end of the cable into the Ethernet port on your computer and the other end of the cable into the Ethernet port on the back of the modem.

NOTE You may need to wait a minute or so to allow the computer to recognize the connection and give you access to the Internet.
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