Friday, February 8, 2013

***Resolved*** Mac Internet Connection Issues - Duplicate IP Addresses

WHAT:  ***RESOLVED*** Macintosh Computers on PLU are receiving an error message that "another computer on your network is using your IP Address

WHEN: 02/08/2013

WHERE: Campus Wide

Current Status: Open

Resolved 6:45 pm: The network issues for computers on campus should be resolved at this point.  Any computer continuing to receive the duplicate IP address error should reboot their machines to resolve the issue.  If a reboot does not resolve the issue, please contact the Help Desk at 253-535-7525 and notify one of our technicians.

Update 5:12pm:  We are still in the process of troubleshooting the issue and do not have any additional information.  We are changing the estimated next update to 2 hours from this update to provide our technicians more time to analyze the issue.

Original Issue:
As of approximately 3:40 pm this afternoon, the Help Desk received multiple calls from Macintosh users on campus reporting issues with connecting to the PLU Network.

The devices in question are receiving the following error message:
Another device on the network is using your computer's IP address.
The message will include your current IP address and also some troubleshooting tips

Service(s) Impacted:Campus Network (Macs only)

Workarounds:  We do not have a work around at this time for wireless issues.  Mac users with Ethernet ports on their computer are recommended to connect via Ethernet. 

Estimated Time to Resolution or Next Update:  7:00 pm 2/8/13

Root Cause / Continuous Improvement:  The cause for this issue was a problematic device connected to the network which was assuming the IP addresses of multiple devices across campus.  The problematic device has been disconnected from the network, and I&TS will analyze the issue in further detail to discover why the device was behaving this way.

Check for periodic updates.

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