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NJEDge.Net Member Procedures for Trouble Reporting.

As our network grows in size and complexity, we have seen the need to update our procedures for manning service outages or interruptions. These documents will outline the steps to follow when you experience service related problems.


PLEASE PRINT THESE DOCUMENTS SO IT WILL BE AVAILABLE DURING NETWORK OUTAGES!

IF YOUR PROBLEM IS NETWORK RELATED

The NJEDge Network architecture provides a reliable always-on connection to the Internet for its members by being dual-homed to the Internet. Members with any network related issues must follow instructions listed in the support documents available below

Trouble reporting procedures for

  • Members connected by an SES Circuit(s) - Word PDF
  • Members connected by an ATM Circuit(s) - Word PDF
  • Members connected to NJEDge at a Co-location facility - Word PDF

DNS Requests

Please send an email to dns@njedge.net to request DNS modifications. Make sure you include your domain name and the details of the request.

IF YOUR PROBLEM IS RELATED TO VIDEO CONFERENCING


1. DETERMINE IF THE TROUBLE IS INTERNAL TO YOUR CAMPUS OR EXTERNAL TO YOUR CAMPUS.
Are you able to send and receive video on campus but not off-campus? Prior to calling the Video Portal place a test call to one of the Video Portal Codecs or NJEDge.Net Codecs.

2. CONTACT VERIZON TO REPORT THE TROUBLE.
All calls should be directed to the Verizon Video Portal at (973) 497-9765. Be prepared to provide a description of your problem, a screen capture if possible, and information on any error messages you encountered. Be prepared to provide your end-point information to include manufacturer name and model number and the IP address of your device.

3. CONTACT NJEDGE.NET.
Call 973 596-5490 with the date of call, institution, contact person and a brief description for Sheri Prupis; if possible, please send the same info via email to trouble@njedge.net. Maintain a written narrative and email trouble@njedge.net after the issue is revolved.