Network Connection Troubleshooting

Support and Help
1

Network Connection Troubleshooting

What to add to your support question

Step 1: Check for System Updates

When troubleshooting network connections, it’s important that your system is fully updated if possible. This fixes many problems.

Using a working internet connection,
Open a terminal (CTRL+ALT+T) and run:

sudo apt update
sudo apt full-upgrade

Reboot if prompted to do so.
Test your connection.

Step 2: Install diagnotic tools

There are two tools: A script to gather information about your system, and a pastebin to communicate the results.

  • The script automatically masks sensitive information like MAC addresses and WPA/WEP keys.

Using a working internet connection,

sudo apt install pastebinit

wget -N -t 5 -T 10 https://github.com/UbuntuForums/wireless-info/raw/master/wireless-info && \
chmod +x wireless-info

(The name of the script is wireless-info for historical reasons only. It’s very good for diagnosing wired connections too.)

If your system is completely offline,

Download the script onto another computer by right-clicking this link, and choose to “Save” the link target.

Copy the downloaded script to your Ubuntu Desktop.
Remember which directory you put the script into.

Right-click the copied script on your Ubuntu system. Click “Properties” > go to “Permissions” tab > tick the “Execute” checkbox > close the box.

(The name of the script is wireless-info for historical reasons only. It’s very good for diagnosing wired connections too.)

Step 3: Run the script

This will gather and communicate all the info required to identify the problem and troubleshoot it accordingly.

Using a working internet connection,

./wireless-info
  • The script will prompt for you password. Enter it.
  • The script will prompt if you want to use a pastebin. Agree.
  • Copy the resulting pasebin URL to add to your support question.

If your system is completely offline,

Double-click the script > select “Run” in the opened dialogue box. Provide your password when asked.

  • If Ubuntu opens a text file instead of running the script:
    Open any folder > go to Files > Preferences > Behavior tab > select “Ask each time” option under “Executable Text Files” section.

Look for a new file named wireless-info.txt or wireless-info.txt.tar.gz in the same directory where ran the script.

Attach the file or copy-paste its contents (as described above) into your support question.

Step 4: Review your script output

  • If Broadcom appears in the output next to [0280], head over to the Broadcom guide.

  • Here is a list of supported wireless cards, including PCI, miniPCI, PCMCIA, built-in, and USB.
    This list is maintained by the Ubuntu community, so please do think about contributing to it.

Step 5: Put your support question together

Please choose a clear and informative title when creating your support question:

  • “Help, network doesn’t work”, is too vague and will not help us help you.

  • Atheros ABC123 drops connection, Ubuntu 22.04", is a great title, concise and informative.

Remember to include your Pastebin link (online) or attach the wireless-info file (offline)

Click Here > Start your network question

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