Capturing PC Connectivity Troubleshooting for Support
Last Updated: August 24, 2023
Question: What information can I provide if I am still having issues connecting after trying the connection troubleshooting steps?
Answer: If you need to submit a support request after trying to troubleshoot your connection on PC, make sure to include the following information to help us understand how your network is transferring data.
If you need help taking screenshots you can refer to this support article from Microsoft.
To take a screenshot (in Win Vista/7/8/10) https://support.microsoft.com/en-us/help/13776/windows-use-snipping-tool-to-capture-screenshots
Run the following tests, capture screenshots of the results and attach them to your support request.
Run the default test and capture a screenshot showing the ping, download, upload, and Mbps for your connection.
Capture a screen shot showing the Host Name & User Agent information from this site.
Windows IPConfig
Run the window IPConfig command and capture a screenshot showing all Windows IP Configuration information.
Press the following key combination Windows + R
Type "cmd" (without quotes) in the prompt
Press ENTER
Type "ipconfig" (without quotes)
Press ENTER