UC Davis Information & Educational Technology

Network Operations FAQs

Frequently Asked Questions (same-page links)

 

How do I report voice or data network service problems?

Contact your departmental network administrator or your Technology Support Coordinator (TSC) for assistance. These individuals can resolve most local problems, and have access to consultants and information through the Network Operations Center (NOC).

Network service failures or problems can be reported to the IT Express help desk at 754-HELP (4357). Help desk technicians will open a trouble ticket and resolve the problem, or escalate the trouble ticket to the NOC.

IT Express hours of operation are Monday through Friday, 7:00 a.m. to 6:00 p.m.. To report network service problems when IT Express is closed, contact the Data Center at 752-1566.

For data network problems, it will save time to have the following information gathered in advance: subnet number, IP address, NAM number, and the name of your department's network administrator or TSP representative. For voice network problems please provide the phone number and NAM number of the telephone set.

Once we have this information, a network operator will investigate the problem, make a diagnosis, and dispatch a technician. Once the problem has been resolved, we will contact you to confirm this so we may close the trouble ticket.

How do I request a network installation?

Contact the Network Service Center (NSC), part of Communications Resources:
Voice: 530.752.4603
FAX: 530.752.5555
cr-service@ucdavis.edu

Communications Resources provides project managements for the estimation and installation of local area networks (LANs), which are used by campus departments and with through individuals are connected to the campus network and Internet. Networking staff provides the following services:

  • Consultation on establishing and configuring a local area network, including discussion of appropriate hardware and software;
  • Consultation on how to connect to the campus network;
  • Configuration, installation, and maintenance of networks;
  • Information and assistance in administering a network;
  • Cost estimates, and;
  • Follow-up support and troubleshooting.

How do I register a host name?

To register a host name, you must be the network administrator on the subnet on which you want the host name. Send a message to hostclerk@ucdavis.edu and include the IP address and desired name of the host.

For example:

"Dear Host Clerk:

I am the network administrator for <subnet>, and I would like to register the following host name, yournamehere.ucdavis.edu for IP number 169.237.2.10.

Sincerely,

Network Administrator"

The domain name administrator will reply when the name is registered, if more information is needed or to report if the name or IP address is already in use. Name registration may take up to two (2) days.

It is recommended but not required that each active host on a subnet be registered in the campus domain name tables.

What information do I need to have before I contact the NOC?

  • Name
  • Phone Number
  • E-mail address
  • If you are reporting the problem for someone else, and are not present at the problem location, please provide the contact information for someone on site who can assist in troubleshooting.

What information do I need to have if I have no connectivity on a single NAM?

  • NAM number that is experiencing the problem.
  • Approximate time the problem started.
  • Things to check before calling:
  • Have you tried swapping the Ethernet cord and host connected to the NAM?
  • Have you bypassed any fan-out devices (hubs, switches, etc.) and plugged the host directly into the NAM? (Please have a single host plugged directly into the NAM when you call to report the problem.)

What information do I need to have if I have no connectivity on multiple NAMs?

  • A sample NAM number that is experiencing the problem.
  • Approximate time the problem started.
  • IP address of the host that is experiencing the problem (if available).
  • Scope of connectivity loss (i.e. can you reach other hosts on the same subnet, other hosts on campus, other hosts outside of campus).

What information do I need to have if I'm experiencing intermittent connectivity?

  • NAM number that is experiencing the problem.
  • IP address of the host that is experiencing the problem.
  • Frequency of connection drops and approximate time they started happening.
  • Is anyone else in the area experiencing this problem or is it limited to a single NAM?
  • Scope of connectivity loss (i.e. can you reach other hosts on the same subnet, other hosts on campus, other hosts outside of campus).

What information do I need to have if I'm experiencing slow connectivity?

  • NAM number that is experiencing the problem.
  • NAM number of the destination host (if on campus).
  • IP address of the host that is experiencing the problem.
  • IP address of destination host.
  • A traceroute from the source host to the destination host during a period of slowness.
  • Scope of connectivity slowness (i.e. does it effect a single destination IP, a single network service, destinations on the same subnet, destinations on campus, destinations off campus).

What information do I need to have if I'm experiencing problems with DSL connectivity?

  • NAM number that is experiencing the problem.
  • Scope and type of problem (destinations affected, is the problem intermittent, etc.)
  • Things to check before calling:
  • -Is the equipment connected correctly (i.e. from phone jack to WAN port on DSL modem, and from LAN port on DSL modem to Ethernet port on host).
  • -Have you bypassed any fan-out devices (hubs, switches, etc.) and plugged the host directly into the LAN port on the modem? (Please have a single host plugged directly into the modem when you call to report the problem.)
  • -Have you tried power cycling the modem?