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Amiee-PDX Level 1 Level 1 (5 points)

I have had my desktop in my office for over a year, last week it stopped working. All other devices are working fine. I can move my desktop to other rooms in the house and wi-fi works fine, but when i plug it back in the office it no longer works. I can only conncect in that room via wifi and now I am stuck. My laptop connects to my wi-fi in the office. I am stumped.


iMac
  • Tesserax Level 8 Level 8 (49,245 points)

    Is the connection in the home office for your desktop a wired or wireless connection? If wired, be sure that you have

     

    • System Preferences > Network > Ethernet
    • Verify that the Ethernet status is set to Active.
    • Also verify that Ethernet is the first item in the list of connections. If it is not, click on the gear icon, and then, select Set Service Order ... You can then drag the Ethernet connector to the top of the list.
  • Amiee-PDX Level 1 Level 1 (5 points)

    It's wireless. I can use my secure wireless connection on my Mac in ever other room in the house, additionally I can connect with my laptop in the very room that no longer connects my Mac. When I check diagnostics it says everything is working and connected.

    My wi-fi is in my bedroom, so i brought everything in there, connected with Ethernet, it worked, then unplugged it and it worked so I thought it was fixed. brought the computer back in the office and it didn't work. so I then proceeded to plug it in every room of the house and it works in every room but the office now.

    I also added 5 new locations, for kicks, and that didn't fix it.

  • Tesserax Level 8 Level 8 (49,245 points)

    Ok, thanks for the additional information. Leaving your iMac in the office, again go to System Preferences > Network. This time verify that Wi-Fi is at the top of the list.

     

    Now try the following:

     

    • Right or option-click on the AirPort icon on the OS X menu bar.
    • Select the "Turn Wi-Fi Off" option.
    • Wait a few seconds, and then, select the "Turn Wi-Fi On" option.

     

    The AirPort icon should grey out, and then, return to having one or more black bars. Did it?

     

    Now option-click on the AirPort icon again. Please provide the values for: PHY Mode, Channel, RSSI, Transmit Rate, & MCS Index.

  • Amiee-PDX Level 1 Level 1 (5 points)

    did all that- still 'thinks' I am getting full strength wi-fi, but I am not.

     

    in order of the values you asked for:

    PHY mode: 802.11n

    BSSID: 0:1d:d4:84:3:40

    Channel : 7 (2.4 GHz)

    RSSI -77

    transmit rate: 52

    MCS index: 11

     

    I have to be honest, I don't know what that all means, but when I do it on my laptop I get a transmit rate of 104 and an MCS index of 13. Don't know if that means anything, all other values are the same from both computers

  • Tesserax Level 8 Level 8 (49,245 points)

    ...I don't know what that all means, but when I do it on my laptop I get a transmit rate of 104 and an MCS index of 13. Don't know if that means anything, all other values are the same from both computers

     

    • The PHY Mode represents the radio mode that your iMac is connecting to the Wi-Fi network. In this case 802.11n.
    • BSSID: This is the router's hardware ID. This lets you know which router your iMac is connected to.
    • Channel: This is the radio and radio channel that your iMac is connected to. In this case, it is connected to channel 7 on the 2.4 GHz band. The only channels that do not interlap, in this band, are: 1, 6, or 11. With your iMac connecting to channel 7 leads me to believe that there may be some form of Wi-Fi interference in the area from this location to it to have to choose another channel.
    • RSSI: This is a measure of how "strong" the Wi-Fi signal is as perceived by your iMac. The closer this value is to zero, the better.
    • Transmit Rate: This is the current maximum connection rate that has been established between the iMac and the wireless router. It should be much higher than this.
    • MCS Index: This is the encoding method used for the wireless connection. It also indicates how many streams are being used for the connection. Depending on the model of your iMac, it should be able to connect with up to three streams. Your wireless router would need to have the same capability for both to connect in this method. Basically the more streams the better. The value of 11 is telling me that it is only using two of those three streams ... and thus why the max transmit rate is so low.

     

    The only thing I can't tell you is why, at this location, your iMac is performing so poorly. Again the only thing I can think of is Wi-Fi interference.

  • Bob Timmons Level 10 Level 10 (88,075 points)

    Edit.......oops, sorry......meant to respond to the message from Amiee-PDX.

     

    So far, everything that you are telling us indicates that you are likely picking up WiFi interference in the office area. This might be from a cordless phone, a BlueTooth device, a USB3 hard drive, or any of a number of other electronic devices.

     

    There is also the possibility that another WiFi network near you is sending a strong enough signal to the office area to cause some issues there. You might want to read over this Apple Support document for more information about the causes and possible cures for interference.

     

    http://support.apple.com/kb/HT1365

     

    I had a similar problem recently......a laptop would work everywhere in the house except one bedroom....yet other devices like iPhone and iPads would work OK there. 

     

    Turns out that my next door neighbor had recently installed a WiFi camera/security system that was somehow causing problems for the laptop, but not other devices. I cannot say why.

     

    Wireless can do some strange things at times.....kind of a nature of the beast thing.

  • Amiee-PDX Level 1 Level 1 (5 points)

    thank you for the info, I am now, painfully, trying to get Comcast tech support. I was on the phone with Apple support for well over an hour, she came up empty- just that I had interference now. I do live in an apartment so maybe on of my neighbors did something. Thank you so much for the help.

    wish me luck

  • Amiee-PDX Level 1 Level 1 (5 points)

    thanks for the response. I am now trying to work with comcast chat to solve the issue.

    It's just so odd that this just suddenly happened, but I suppose stranger things have happened.

  • Amiee-PDX Level 1 Level 1 (5 points)

    thank you! Comcast was able to fix the issue for me. I did have to copy and paste what you wrote about the channel because he didn't understand, but he was able to manually change it and says it won't happen again.

    thanks again for the help.

  • Amiee-PDX Level 1 Level 1 (5 points)

    all fixed- they were able to manually change the channel and assured me this won't happen again.

    thank you for the help!

  • Bob Timmons Level 10 Level 10 (88,075 points)

    It's just so odd that this just suddenly happened

    Another neighbor near you likely set up a new wireless network that was interfering with your network in the office area.....or....the neighbor was having some difficulties of his own and he changed the channel on his wireless.....which then created a conflict with your network.

     

    they were able to manually change the channel and assured me this won't happen again.

    I am not sure how anyone could predict this in advance, since they cannot know what channels other wireless networks around you might be using....or what changes other users might make.

     

    I imagine that you will need to change your wireless channel again at some point. The thing that is impossible to predict is when.

     

    You may not be aware that there are now far too many wireless networks and far too few available channels to support them. I am afraid that things will worsen before they improve in this regard.

  • Amiee-PDX Level 1 Level 1 (5 points)

    well, you were right, it happened again.

     

    I had comcast come out, he changed the modem and we did a speed test in the effected room with the iMac and the macbook, I took pictures of the results, he said that the iMac wont accept the speed of the wifi- thought the internal antenna was loose or something. I took it back to Apple with the picture of the test and what he said and they said it was my service provider and refused to have a tech look at it. I had comcast come back out, spend about 150.00 and had them install a cable outlet in the office so I could connect with an Ethernet cable. It still wouldn't work. I am totally baffled. Any thoughts or suggestions? If it was interference wouldn't connecting with the Ethernet cable bypass that?

  • Bob Timmons Level 10 Level 10 (88,075 points)

    I had comcast come back out, spend about 150.00 and had them install a cable outlet in the office so I could connect with an Ethernet cable. It still wouldn't work.

    Did the Comcast tech test the connection to make sure that it was working? Sounds like he did not....unless I am missing something, or there is additional information that we don't have.

     

    Do you have a laptop or another computer to test with the Ethernet connection? If you do, what happens when you connect another computer to the Ethernet connection?

     

    If it was interference wouldn't connecting with the Ethernet cable bypass that?

    If the Ethernet cabling was installed correctly and it was checked and tested for proper operation, then there will be no interference in a wire.

  • Amiee-PDX Level 1 Level 1 (5 points)

    yes he did, he tested prior to replacing the modem, found that nothing was wrong, but replaced it anyway to the newer model. He also pulled up my account history, or something like that, and said he never showed any issues with connectivity. We made sure all my electronics were running after he gave me the new modem, they were with the exception of the iMac.

     

    A few weeks later the tech came out and installed the cable outlet in my office and it did work, even on the iMac, but just for a few weeks. All my other devices are working, including the iMac as long as it's not in that room. I did connect my macbook to the Ethernet and shut off the wi-fi and it worked fine.

     

    So, my assumption that if it was interference that should resolve it being connected directly and not using wi-fi. But it isn't working. I don't really know what to do. And I can't get the Apple store to look at it, and I basically begged. They ran their tests, said it was fine and sent me home. I am not looking forward to spending another 1700.00 on a new one, especially if its something in that room or in the wall???

     

    thoughts? Idea's? And I can't seem to find tech support that make house calls, with the exception of Geek Squad but I have never heard anything good about them.

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