Page tree

Overview

See below for tips on troubleshooting a home network connection. Please open a help desk ticket with us if you're still experiencing issues. 

The tech department will do its best to help with home network connection issues, but in many cases you will have to contact your ISP directly.

Comcast support

CenturyLink support

Viasat support

Mediacom support

Nextera support

Need more help?

Need help? Submit a ticket to the help desk.

helpdesk@shakopee.k12.mn.us for student help tickets.

parenthelp@shakopee.k12.mn.us for parents help tickets.

Phone: (952) 697-8701


info

ISP Service Issues

While students and staff transition to distance learning their home Internet connection is being tested more than in the past. Here are a few basic items to check for.

  • The ISP is overwhelmed and having service issues.
    • Many ISPs (Comcast, CenturyLink, USI, etc.) are seeing higher bandwidth utilization than ever before. 
    • Check with your ISP to ensure there are no service issues.
  • The subscribed Internet plan is not fast enough to support streaming video.
    • Most Internet plans in the Twin Cities metro are fast enough to support streaming video. 
    • In general, 8 Mbps is the minimum required download speed to support to support video streaming or conferencing.
    • Network connection speed can be tested here - https://www.speedtest.net/
  • Data cap for the month has been reached.
    • Many ISPs put a data cap in place. Contact the ISP directly to find out if the data cap is reached.

Basic Home Network Troubleshooting

The district does not make house calls to troubleshoot home network connections. Families are responsible for ensuring their own home Internet connection is reliable and stable. Here are a few basic tips to help troubleshoot your home connection

  • Power cycle router and other networking equipment. 
  • Double-check all power, network, and other cables are firmly plugged in.
  • Restart your computer. 

Video Conferencing Tips

Multiple people trying to stream video or be on a video conference at the same time should be avoided when network speed is a concern. Think about simultaneous use of everyone in a household - smart phones, tablets, smart home devices, video games, computers, and any other network connected device. They are all vying for a shared network connection. When having trouble with network latency or connection speeds disconnect as many other devices as possible. The more devices processing network intensive tasks the worse the connection will be. It's not reasonable for three people to be streaming Netflix and also expect Google Meet to work.




Related Articles
Related Links & References