Network Issues Help

Listed below are common problems and possible answers faced by users for each network available at Monash.

If you are unable to fix your problem, please refer to your local IT representative.

Wired Access Help

• I can access Novell but I can't access the Internet! What's wrong?
• When I enter my username and password into Novell, I get an error saying I could not be logged into the network - what's wrong?
• I can access the Internet, but I can't login to Novell! What's wrong?
• When I try to get to webpages outside Monash and the Authcate username and password request appears, it won't accept my username and password - what's wrong?
• I can't access the Internet, or Novell. What's wrong?
• I can't access sites outside Monash/I am having proxy problems wish some sites?
• I can't see some of my network drives. What's wrong?
• How do I find my MAC address?

Wireless Access Help

• I cannot see the wireless network (Monash-Wireless-Net)
• I cannot see the wireless network, but I have registered my device in Addhost

Dail-up Access Help

• I can't access sites outside of Monash. Why?
• I receive an invalid username and password error when I try to login! Which username and password should I use?
• I still can't login!

I can access Novell but I can't access the Internet! What's wrong?

The usual cause of this is that your computer is not registered for wired network use.

You can check if your computer is registered for wired network use by going to the search Addhost webpage, and searching to see if your computer's MAC address (known in Addhost as "Ether1") (How do I find my MAC address?) has been registered for network use. If you are unable to find your MAC address in Addhost, your machine is not registered for network use. To register your machine please use our online form.

When I enter my username and password into Novell, I get an error saying I could not be logged into the network - what's wrong?

This is usually caused by an incorrect password - try re-entering your password. Please note that as a security measure, your account will be logged after three incorrect attempts. If this has happened, please contact your local IT Representative.

Another cause of this error is that your computer is unable to see the Novell servers. In the Novell login screen, click "Advanced >>", then click the "Trees" button. If you are unable to see any entries in this window, please contact your local IT Representative.

I can access the Internet, but I can't login to Novell! What's wrong?

This can be caused by a number of things, however the most likely culprits are listed below:

• Disabled account

  Your account may have been disabled - possible causes are intruder lockout (someone has tried to unsuccessfully log into your account more than three times, which has locked the account, for security).

  For assistance in this case, please contact your local IT representative.

• Incorrect context

  Check that the context you are trying to log into is correct - in the Novell login window, click "Advanced >>", and look at the "Context" box. Compare what is in there with what you think it should be (or alternatively, use our account lookup website), making any necessary changes, and try again.

  Make sure the tree you are trying to connect to is also correct for you - for most people on campus at Clayton, this will be "STAFF-AU".

  If you are unsure what your tree should be, please contact your local IT Representative.

• Out of date Novell client

  Your Novell client may be out of date - to check what version of Novell you are running, follow these steps:

  • When logged in, click the mouse mouse button on the red "N" symbol in the bottom right hand corner of your screen
  • In the menu that opens, click "Novell Client Properties"

  The text in the "Client version" field should say "4.83.3.2 SP2" - if not, please see your IT Representative about having your Novell client updated

When I try to get to webpages outside Monash and the Authcate username and password request appears, it won't accept my username and password - what's wrong?

Usually, this is caused by an incorrect password or username. Double check that you are using the correct username and password (the password is the same as the one you use to check your email).

Also, check that you have an Authcate account. This can be done using the ITM account lookup page.

If you are sure that you are using the correct username and password, that you have a valid Authcate account and that your contact has not expired, please contact your local IT Representative.

I can't access the Internet, or Novell. What's wrong?

Contact your local IT Representative if this is the case, as there can be a number of different causes for this.

I can't access sites outside Monash/I am having proxy problems with some sites?

Check that your browser is using the correct proxy settings. Instructions on how to set up your browser can be found at the ITS MPA (Mandatory Proxy Authentication) website.

ITM has found that there are a small number of websites which are not compatible with the Monash proxy - in this case, please contact your local IT Representative.

I can't see some of my network drives. What's wrong?

This is usually caused by one of three things:

• Make sure that you have logged into Novell correctly - when your computer starts up, don't tick the "Workstation Only" box
• Make sure that you are logged into the correct Novell tree - for most on campus Clayton staff this should be "STAFF-AU".
• It is possible that a Novell server is down

If you have checked that you are logged into Novell correctly and into the correct tree, please contact your local IT Representative.

How do I find my MAC address?

Instructions on finding your MAC address can be found at the ITM MAC Address page.

I cannot see the wireless network (Monash-Wireless-Net)

Please make sure that you have registered your device for wireless connectivity in Addhost. More information on this can be found at the ITM Addhost page.

I cannot see the wireless network, but I have registered my device in Addhost

Please make sure you are close to an access point. If you are unsure, consult the ITS wireless maps. Also, make sure that your wireless device is working and switched on, and set to "Infrastructure mode".

Information on connecting to the wireless network can be found at the ITS wireless network page. If you are still having trouble connecting to the wireless network, please contact your local IT Representative.

I can't access sites outside of Monash. Why?

Make sure that the number you are dialling is 9239 4900, as 9239 4800 is restricted to Monash only access.

When you are trying to connect to sites outside of Monash, if you are not asked for your Authcate username and password your proxies are not set correctly. Please check the ITM Dialup Networks page.

I receive an invalid username and password error when I try to login! Which username and password should I use?

The username and password you use should be the same as the those you use to check your email.

If you are still unable to connect, please check the Accounts Lookup Page, making sure that you have a "MODEMEXT" line.

I still can't login!

Your modem may need to be reconfigured, or there may be a problem with the hardware. Please contact your local IT Representative.

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