In order to properly investigate the issue and involve the Network Operations Center (NOC) where appropriate, network administrators will need to know the following information.
To report a problem or get help, email ithelp@ucdavis.edu for assistance.
Providing this information to IT Express when you submit your ticket will assist in expediting your request:
- What network are you connected to?
- Eduroam or a wired connection?
- Are you logging into Eduroam with the proper credentials? https://kb.ucdavis.edu/?id=2025
- If you are in Student Housing using a wired connection, have you registered your devices? https://kb.ucdavis.edu/?id=1221
- If accessing a wired connection, what NAM/jack number are you plugged into?
- If accessing wireless, what physical space - Building Name and Room Number- were you in when you were trying to access the internet?
- What is the log in ID of the user accessing the internet?
- What time/date did you notice the performance issue?
- What IP address are currently receiving? (find your IP address)
- What website or service are you trying to access that is not responding or responding slowly?
- URL, IP address, game/program being used
- When was the last time it responded properly or per your satisfaction?
- Are you using a VPN connection?
If your issue is a website
- Is this a campus website (ending in ucdavis.edu)?
- Is this an international website?
- If you have access to a device not on the campus network, does it respond correctly or in a timely fashion?
If your issue is a cloud-based service/program
- Have you verified with the vendor/manufacturer that they are not currently experiencing a degradation or performance issue?
- What performance do you typically receive from this service?
- When did it start?
- Are there other users in your department/office/dorm/area that are experiencing similar issues?
Gathering data
- Go to http://testmy.net/.
- Performance a network performance test.
- Respond with the speed test results.
- If you're reporting that it was previously X speed or is typically Y speed, it's also helpful to provide a test showing that as well as often times network speed expectations do not always align with network speed capabilities.