These are a few quick steps to help you get your connection up and running (or back up and running) to work or study online.
The classic restart

Start with a simple reboot of your device. Don’t just log off, but actually shut down and restart.

Check your updates

Check that your device is up-to-date with the latest patches and updates. 

It is not a great idea to run old operating systems as the provider will not be supplying updates and you could lose files saved to your device.

Update your anti-virus software

Check that your anti-virus software is up-to-date and do a full scan of your device. If you do not have anti-virus software, there are options – even free ones.

All operating systems are susceptible to exploitation – even Macs.

Enable your firewall

Make sure that your firewall is on

Close down all the apps you're not using

Close down any applications that don’t need to be open, particularly Skype, Spotify and iTunes,  as they use internet bandwidth and device resources.

Confirm that you have Wi-Fi

Check your WiFi signal:

  1. Look at the connection indicator on your device and make sure that three or more bars are showing
  2. Check that you’re close enough to the access point/router
  3. Turn off or disconnect other devices that use Wi-Fi. If there are a few people using a single WiFi access point, this could be the cause of the problem and you may need to contact your internet service provider about an upgrade (more bandwidth). You can also upgrade the WiFi access point. Technology companies, e.g., PB Tech, Harvey Norman and many other companies have online ordering services.
Confirm that the problem isn't with your router

Check to see if the issue is with your device by trying a different internet service. Mobile phones have a hot spot function that uses cellular data instead of home broadband. 

Please note that due to the impact of COVID-19, many major New Zealand mobile service providers have either increased or removed data caps for post-paid accounts. Prepaid services often have data only top-ups if you don’t have enough data. Check with your service provider.

Check your internet connection

If your device is working and your local WiFi is strong, check your internet connection. Check your speed! Go to, to run a test and take note of your download and upload speeds. You’ll need at least 8MB/s down and 2MB/s up to use video content.

Please use Chrome as your browser

If you’re having problems with specific web-based services such as Akoraka | Learn, Panopto or Zoom. Ensure you are using Chrome, if you don’t have this browser please download and install. If you are unable to use Chrome, Firefox will also work. 
If you are still having issues with Chrome/Firefox clear your local cache and cookies.

NOTE: Safari is NOT compatible with Akoraka | Learn and will cause issues.

Repair an application

If you’re having problems with a specific application installed on your device, try a repair.