If your CarePredict system is not functioning as expected or is intermittent, the first thing you want to do is verify that your WiFi or wireless network and your Internet Service are performing as expected. In this document, we have included instructions for both Windows and Apple macOS. Both sections have a text overview and a video that demonstrates how to conduct troubleshooting.
Step 1: Open Network & Internet Settings
Right-click the wireless adapter icon located at the bottom-right of the Desktop screen, then click Open Network & Internet settings.
If you are using a Windows 8 computer, the wireless adapter icon will look like this :
Step 2: Check Internet Status
The first screen that comes up is your Internet status. If your internet connection if operating fine, you will see a screen like this. You may want to try a couple websites to make sure it is working fine. If you are using a computer that is attached to a router with an Ethernet connection, you may need to test if the WiFi network is working using a computer that is not attached using Ethernet (uses only WiFi for the connection). Go onto Step 4.
If your internet connection or WiFi is not working, you will see a screen like this. You will need to determine if the cause of the issue is either the Internet service is not working or the WiFi network is not working. Go onto Step 3.
Step 3: Check the Internet Service Connection
Using a computer that is attached to a router with an Ethernet cord (is not dependent on WiFi), go to Step 1 above and check if the Internet service is working. When you check this, if your Internet status indicates "You are connected to the Internet" go to Step 4 to check the WiFi connection.
If you continue to receive a No Internet access screen, it is likely your Internet service is not working. You should contact your Internet service provider. You can still go to Step 4 to check your WiFi network as it may still be working even if your Internet service is not working.
Step 4: Check the WiFi (wireless) network connection
Using a computer that is communicating with the network ONLY using a WiFi (wireless) connection (is not connected using an Ethernet connection), go to the Open Network & Internet settings, click the WiFi (wireless) option on the left side menu and then select Show available networks.
On the right side of your screen you should see the available WiFi networks (screen below is example of writer's available WiFi networks). If the WiFi network is operating properly, you should see the specific SSID/WiFi name you are looking for in the available networks list and should be able to connect to it using the appropriate password for that SSID. If you do not see the specific SSID you are searching for, there may be an issue with your WiFi network. You should contact your WiFi network administrator or service provider.
If your WiFi network and Internet Service are both operating properly, you will see your specific SSID/WiFi name with words that indicate it is Connected:
If your WiFi network is operating properly and Internet Service is not operating properly, you will see your specific SSID/WiFi name with words that indicate No internet:
This video demonstrates how to conduct this troubleshooting on a Windows 10 Computer:
APPLE macOS COMPUTER
Step 1: Check if the WiFi network is turned on
Select the wireless icon at the top right hand side of the MacOS computer screen. If it is dark bold, your WiFi (wireless) network is working fine.
If it is light grey or white, your WiFi (wireless) network may require troubleshooting.
Right click this same icon. The first thing to check is if the WiFi is turned on. This will be at the top of the screen.
Step 2: Check the WiFi network status
With your WiFi network connection turned on, select the SSID (network name) of the network you want to use. It may require a password to get onto this SSID. If you cannot access your selected SSID, your WiFi network may not be working properly. You will need to troubleshoot your WiFi network or contact your WiFi provider.
Additional troubleshooting and diagnostic techniques can be reached by selecting Open Network Preferences or by going to the Apple icon in the upper left corner, select System Preferences and then select Network.
You will see a screen similar to this one to conduct additional set up and troubleshooting. A more detailed WiFi (wireless) and Internet Access troubleshooting guide is provided by Apple at: https://support.apple.com/en-us/ht202222 .
Step 3: Check Internet Status
If your WiFi network is working properly, next check Internet access. On a macOS computer, the easiest way to do this is select the Safari application and try to get into a few of your favorite websites. If the Internet is operating properly, these websites should work fine. If you can see the WiFi network and cannot get to various websites, your Internet service may not be working. You should contact your Internet Service provider to test the Internet service.
This video demonstrates how to conduct this troubleshooting on an Apple MacOS Computer: