Network Issues

Overview

Get assistance with networking issues such as slow or dropped connections, timeout errors, phone call quality problems, and other related issues. 

Description of service

This service diagnoses and resolves on-premises and site-to-site network problems, including:

  • Limited-connectivity errors on desktops, laptops, phones, or printers

  • Intermittent packet loss, high latency, or slow file transfers

  • DHCP lease failures, DNS resolution errors, or incorrect port assignments

  • Wi-Fi authentication failures, weak signal, or roaming issues in Borough buildings

  • PoE power problems or bad patch cables

Before submitting this request

  1. Reboot the affected device and verify the network cable is firmly seated (for wired) or that you are connected to MSB_Secure Wi-Fi.

  2. Try another cable or jack if available, or move closer to a Wi-Fi access point.

  3. Collect the following details (screenshots are helpful):

    • Device name/asset tag and operating system

    • Network jack ID or Wi-Fi location (building, floor, room)

    • Time the issue began and whether it is constant or intermittent

    • Whether other nearby devices/users experience the same problem

    • Any error messages (DHCP timeout, “unidentified network,” etc.)

How to request this service

Click on the Request Service button for Network Issue Support and fill out the form with the details above.

If you are unable to fill out the form, call the Service Desk at (907) 861-8553.

If this is a complete outage affecting your entire building, please call us in addition to submitting a ticket.

Additional Information

Please search our Knowledge Base for self-help guides on checking network status, identifying wifi networks, and troubleshooting Borough Wi-Fi connectivity.