Middlebury

Difference between revisions of "Wireless Troubleshooting"

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How to configure wireless
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If the [[Connect_to_Wireless|standard configuration instructions]] aren't working for you, check the following items, '''in order''' (depending on your device). Recall that personal [[Routers_and_Wireless_Access_Points|Routers and Wireless Access Points]] are not allowed on campus; you must use the College wireless to avoid interfering with the network infrastructure. Also, personal devices that rely on direct communication, like Chromecast and personal wireless printers, '''are not supported''' due to the nature of enterprise network infrastructure.
  
==midd_unplugged==
+
== Step 1. Check that Wireless is Turned On ==
  
===Windows XP===
+
Many laptops have a switch on the side that disables wireless entirely. This can be useful but causes problems if it is accidentally pressed, often without anyone noticing. If the physical switch is on or you don't see one, make sure Airplane Mode is set to OFF (if applicable) and wireless is enabled (click on the Airport menu in the top right corner of the screen and if Turn On appears, click it).
  
*Right-Click on the wireless connection icon on the taskbar
+
== Step 2. Check that the Networks Appear ==
:Usually on the bottom right of the screen
 
*Select view available netowrks
 
*Select midd_unplugged
 
*Click on connect anyway when the security error comes up
 
  
''Some users may have a program other than the Windows XP's built in wifi utility. In such a case, you can either point the program towards midd_unplugged or disable the program so that you may use the windows wifi utility.''
+
Your device should list available wireless networks including '''MiddleburyCollege''' and '''MiddleburyGuest'''. If neither of these networks appear, double-check that the wireless connection is enabled and try restarting your device. Once the networks appear, move on to the next step.
  
===Mac OS X===
+
*If MiddleburyGuest appears, but MiddleburyCollege doesn't, there are three possibilities:
 +
*#You are in an area with unusually weak signal, such that the networks are not detected properly.
 +
*#If your device uses Windows, OSX, Android, iOS, or common Linux flavors, it may not be properly configured to connect to MiddleburyCollege. You may need to update your operating system, wireless drivers, or firmware. Please [https://webhelpdesk.middlebury.edu/helpdesk/WebObjects/Helpdesk.woa/wa/TicketActions/new?rt=83 contact the Helpdesk].
 +
*#If you have a more unusual device (such as certain gaming systems and older consumer devices), it may not support MiddleburyCollege. Please refer to [[Connect_to_Wireless#Registering_Supported_Devices|Registering Supported Devices]]. 
  
*Click on the airport icon in the menu
+
== Step 3. Check to see if the problem is location-specific ==
*Select midd_unplugged
 
  
===Windows Vista===
+
If you can access wireless normally in some areas, such as the library or classrooms, but there is a particular location where it seems not to work or is unreasonably slow, please [https://webhelpdesk.middlebury.edu/helpdesk/WebObjects/Helpdesk.woa/wa/TicketActions/new?rt=83 contact the Helpdesk]. We are continually improving our wireless infrastructure across campus and we appreciate your help in identifying areas of concern.
  
 +
== Step 4. Check that your account is valid for MiddleburyCollege wireless ==
  
===Ubuntu 8.04===
+
''Pay particular attention to this step and step 7 if you get a "wrong password" error, or if you keep getting prompted for your password over and over.''
* Click the Network Manager icon.
 
* From the drop-down menu, click midd_unplugged. Mileage may vary if network strength indicator is less than 50%.
 
  
==midd_secure==
+
If you have another device or some other way to get network access, please [http://go.middlebury.edu/login login] to confirm that your Middlebury username and password (or Guest e-mail and password) are correct and active. Note that '''only network accounts''' (faculty, staff, student, or guest) can access the MiddleburyCollege network - local accounts specific to individual computers '''do not have access'''.
  
===Windows XP===
+
== Step 5. Release and renew your IP address ==
  
''Although possible, configuring midd_secure to work on an Windows XP machine using a wifi manager other that the Windows XP wifi utility is usually a royal pain. For this reason alone, I recommend that any third party wifi utility be disabled.''
+
If you seem to be connected to the network, but pages won't load, and especially if you get a warning about "limited connectivity" or a "self-assigned IP address", try to [[Release_and_Renew_IP_Address|release and renew your IP address]].
  
===Mac OS X - Tiger===
+
 
  
*Click on the airprot icon.
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== Step 6. Repair Wireless with Built-in Tools ==
*Select midd_secure.
 
*Enter username and password.
 
*Do not check the "Remember my password in my keychain" box.
 
*Hit OK.
 
  
===="Fixing" WPA error====
+
*In Windows 10, right-click the Network icon in the lower right corner of the screen then click '''Troubleshoot problems'''.  
*Go to network connect
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*In macOS, click on the Airport menu (top right corner of the screen) and click Turn Off. Wait a few seconds, click on the Airport menu and click Turn On.  
:You can do this by clicking on the airport icon on the MacOS X menu and selecting "Open Internet Connect..."
 
*Go to the the "802.1X" tab.
 
*On the configuration option, use the drop-down menu to select "Edit Configurations..."
 
*Remove all previously saved connection settings then hit "OK"
 
*Close the Internet Connect application.
 
  
 +
 
  
*Go to the "Utilities" folder in the "Applications" folder
+
== Step 7. Check for Stored Password Issues ==
:While in finder you may use, apple-shift-U or go->Utilities, to navigate to the utilities folder
 
*Fire up "Keychain Access"
 
*Look for an "oncila.middlebury.edu" certificate and delete it
 
*Delete anything that says "midd_secure" or "WPA Midd_secure" on it. "Basically anything that you removed in the earlier step."
 
*Close the Keychain Access application.
 
  
 +
''If you've changed your password recently (or since you were last on campus), you should definitely do the following.''
  
 +
*On a ''college-owned Windows computer'', make sure you're logged in with your current password by connecting to a wired connection, locking the computer (Win+L), then unlocking it with your new password.
 +
*On a ''personal Windows computer or any mobile device'', you should be able to update the stored password for MiddleburyCollege when prompted by typing in your current College username and password. If this doesn't work, you may need to forget the network (see below). If a Windows computer '''does not ask for your credentials''' when connecting for the first time, you will need to [[Connect_to_Wireless#Setting_Up_a_Manual_Connection|connect manually]].
 +
*On a ''Mac'', updating your wireless password '''does not work''' due to a bug in the operating system. You must forget the network and delete entries in the Login Keychain related to MiddleburyCollege WiFi, as described in step 8 below.
  
*Click on the airport icon on the menu.
+
 
*Select midd_secure.
 
*Enter username and password.
 
*Do not check the "Remember my password in my keychain" box.
 
*Hit OK
 
  
You should now be OK.
+
== Step 8. "Forget" the network and reconnect ==
  
''Much thanx to Petar''
+
=== Windows - College Owned ===
  
===Mac OS X - Leopard===
+
Middlebury-managed Windows computers have the MiddleburyCollege network preconfigured with the correct settings and cannot be manually adjusted. However, this assumes that you are logging into the computer as yourself - see [[#Step_4._Check_that_your_account_is_valid_for_MiddleburyCollege_wireless|Valid accounts]] above.
  
===Windows Vista===
+
=== Windows 10 - Personal ===
  
===Ubuntu 8.04===
+
#Click the Wifi networks icon at the right of the Taskbar.
 +
#The ''Action Center'' pops out; click the link for '''Network & Internet settings'''.
 +
#Click '''Wi-Fi''' in the left-hand navigation pane, then click '''Manage known networks'''.
 +
#A list of all available saved Wi-fi networks appears. Click the entry of the one you want to remove, then click the '''Forget''' button.
 +
#To reconnect to the forgotten network, click the WiFi icon, click the desired network name, then click the '''Connect''' button. Supply your password when prompted.
 +
 
 +
 
 +
 
 +
 
 +
=== macOS ===
 +
 
 +
#Click the Wi-Fi icon in the upper-right corner then '''Turn Wi-Fi Off'''.
 +
#Click the Wi-Fi icon again then choose '''Open Network Preferences'''.
 +
#Click the '''Advanced...''' button, lower right.
 +
#From the Wi-Fi tab, click the network name you wish to remove, then click the '''minus sign''' to delete it.
 +
#Click the Wi-Fi icon once again then choose '''Turn Wi-Fi On'''.<br/> &nbsp;
 +
 
 +
If issues persist, try the following
 +
 
 +
#With Wi-Fi turned off, choose '''Go''' > '''Utilities > Keychain Access '''from the Finder menu along the top of the screen.
 +
#Select '''login''' keychain in the left-hand pane & '''All Items '''under "Category."
 +
#In the search field (upper right) search for '''MiddleburyCollege'''.&nbsp; Select then delete any records for '''MiddleburyCollege 802.1X Password'''. You will be asked to verify you want to delete this; confirm by clicking delete.
 +
#In the search field (upper right) search for '''cpauth'''. Select then delete any records for '''cpauth.middlebury.edu certificate'''. You will be asked to verify you want to delete this; confirm by clicking delete.
 +
#*You will be asked for your user password (that you logged into the computer with) to confirm the change to your Certificate Trust Settings. 
 +
#Click on the Wi-Fi icon again then choose '''Turn On Wi-Fi'''; re-connect to MiddleburyCollege.
 +
#Additional troubleshooting steps, in extreme cases: create a new Network location; log in as another user - if fixed, check original user's login & Local Items keychains for passwords & certificates potentially related to cpauth, MiddleburyCollege, InCommon.
 +
 
 +
=== Android ===
 +
 
 +
#Go to Settings -> Wi-Fi.
 +
#Select the MiddleburyCollege network and tap "Forget".
 +
 
 +
=== iOS ===
 +
 
 +
#Go to Settings -> Wi-Fi.
 +
#Next to the MiddleburyCollege network, tap the blue "i" (info).
 +
#Tap Forget This Network, then Forget to confirm.
 +
 
 +
== Step 9. Update Drivers ==
 +
 
 +
On a Mac, iOS device, or Android device, make sure that you have run Software Update and there are no further updates available. In some cases, you may need to upgrade to a newer version of your OS.
 +
 
 +
*Note: OSX version 10.10 (Yosemite) has problems with enterprise wireless; if you are experiencing persistent issues, we recommend upgrading to 10.11 (El Capitan).
 +
 
 +
For Windows computers, check the vendor website for your computer and/or wireless card to see if updated drivers are available, install them, and reboot. If you need assistance with this, please come to the Helpdesk (LIB202).
 +
 
 +
== Step 10. Contact the Helpdesk ==
 +
 
 +
If the above steps don't work, please write down your [[MAC_address|Ethernet ID aka MAC address]] and have it ready when [https://webhelpdesk.middlebury.edu/helpdesk/WebObjects/Helpdesk.woa/wa/TicketActions/new?rt=83 contacting the Helpdesk]. If the matter is urgent or you cannot use that link, please call us at (802) 443-2200 with your name, contact info, and a description of the problem. For best results, also Option-click the wireless icon and collect the information about your connection that appears when you do so.
 +
 
 +
&nbsp;
 +
 
 +
== Wireless Compatibility ==
 +
 
 +
Any device with a wireless network card or adapter should be compatible with Middlebury's wireless networks, as long as it supports the WPA2 or 802.1X protocol. The vast majority of wireless devices in the world support these protocols. Our wireless vendor, Aruba, publishes a [http://www.arubanetworks.com/support-services/aruba-support-program/interoperability/ detailed list of compatible devices] (if the link becomes out of date, search the web for <code>Aruba compatibility</code>).
 +
 
 +
== FAQs ==
 +
 
 +
=== What should I do if my device keeps connecting to MIddleburyGuest instead of MiddleburyCollege? ===
 +
 
 +
Please "forget" or delete the MiddleburyGuest network from your list of saved networks.
 +
 
 +
*[https://support.apple.com/en-mk/HT208941 Forget wireless network on macOS or iOS]
 +
*[https://kb.netgear.com/28440/How-to-remove-wireless-profiles-on-Android-phone-tablets Forget wireless network on Android]
 +
*[https://kb.netgear.com/29889/How-to-delete-a-wireless-network-profile-in-Windows-10 Forget wireless network on Windows 10]
 +
 
 +
[[Category:Wireless]] [[Category:Mac]] [[Category:Helpdesk Documentation]] [[Category:Windows]] [[Category:Public Search]]

Latest revision as of 16:22, 6 April 2020

If the standard configuration instructions aren't working for you, check the following items, in order (depending on your device). Recall that personal Routers and Wireless Access Points are not allowed on campus; you must use the College wireless to avoid interfering with the network infrastructure. Also, personal devices that rely on direct communication, like Chromecast and personal wireless printers, are not supported due to the nature of enterprise network infrastructure.

Step 1. Check that Wireless is Turned On

Many laptops have a switch on the side that disables wireless entirely. This can be useful but causes problems if it is accidentally pressed, often without anyone noticing. If the physical switch is on or you don't see one, make sure Airplane Mode is set to OFF (if applicable) and wireless is enabled (click on the Airport menu in the top right corner of the screen and if Turn On appears, click it).

Step 2. Check that the Networks Appear

Your device should list available wireless networks including MiddleburyCollege and MiddleburyGuest. If neither of these networks appear, double-check that the wireless connection is enabled and try restarting your device. Once the networks appear, move on to the next step.

  • If MiddleburyGuest appears, but MiddleburyCollege doesn't, there are three possibilities:
    1. You are in an area with unusually weak signal, such that the networks are not detected properly.
    2. If your device uses Windows, OSX, Android, iOS, or common Linux flavors, it may not be properly configured to connect to MiddleburyCollege. You may need to update your operating system, wireless drivers, or firmware. Please contact the Helpdesk.
    3. If you have a more unusual device (such as certain gaming systems and older consumer devices), it may not support MiddleburyCollege. Please refer to Registering Supported Devices.

Step 3. Check to see if the problem is location-specific

If you can access wireless normally in some areas, such as the library or classrooms, but there is a particular location where it seems not to work or is unreasonably slow, please contact the Helpdesk. We are continually improving our wireless infrastructure across campus and we appreciate your help in identifying areas of concern.

Step 4. Check that your account is valid for MiddleburyCollege wireless

Pay particular attention to this step and step 7 if you get a "wrong password" error, or if you keep getting prompted for your password over and over.

If you have another device or some other way to get network access, please login to confirm that your Middlebury username and password (or Guest e-mail and password) are correct and active. Note that only network accounts (faculty, staff, student, or guest) can access the MiddleburyCollege network - local accounts specific to individual computers do not have access.

Step 5. Release and renew your IP address

If you seem to be connected to the network, but pages won't load, and especially if you get a warning about "limited connectivity" or a "self-assigned IP address", try to release and renew your IP address.

 

Step 6. Repair Wireless with Built-in Tools

  • In Windows 10, right-click the Network icon in the lower right corner of the screen then click Troubleshoot problems.
  • In macOS, click on the Airport menu (top right corner of the screen) and click Turn Off. Wait a few seconds, click on the Airport menu and click Turn On.

 

Step 7. Check for Stored Password Issues

If you've changed your password recently (or since you were last on campus), you should definitely do the following.

  • On a college-owned Windows computer, make sure you're logged in with your current password by connecting to a wired connection, locking the computer (Win+L), then unlocking it with your new password.
  • On a personal Windows computer or any mobile device, you should be able to update the stored password for MiddleburyCollege when prompted by typing in your current College username and password. If this doesn't work, you may need to forget the network (see below). If a Windows computer does not ask for your credentials when connecting for the first time, you will need to connect manually.
  • On a Mac, updating your wireless password does not work due to a bug in the operating system. You must forget the network and delete entries in the Login Keychain related to MiddleburyCollege WiFi, as described in step 8 below.

 

Step 8. "Forget" the network and reconnect

Windows - College Owned

Middlebury-managed Windows computers have the MiddleburyCollege network preconfigured with the correct settings and cannot be manually adjusted. However, this assumes that you are logging into the computer as yourself - see Valid accounts above.

Windows 10 - Personal

  1. Click the Wifi networks icon at the right of the Taskbar.
  2. The Action Center pops out; click the link for Network & Internet settings.
  3. Click Wi-Fi in the left-hand navigation pane, then click Manage known networks.
  4. A list of all available saved Wi-fi networks appears. Click the entry of the one you want to remove, then click the Forget button.
  5. To reconnect to the forgotten network, click the WiFi icon, click the desired network name, then click the Connect button. Supply your password when prompted.

 


macOS

  1. Click the Wi-Fi icon in the upper-right corner then Turn Wi-Fi Off.
  2. Click the Wi-Fi icon again then choose Open Network Preferences.
  3. Click the Advanced... button, lower right.
  4. From the Wi-Fi tab, click the network name you wish to remove, then click the minus sign to delete it.
  5. Click the Wi-Fi icon once again then choose Turn Wi-Fi On.
     

If issues persist, try the following

  1. With Wi-Fi turned off, choose Go > Utilities > Keychain Access from the Finder menu along the top of the screen.
  2. Select login keychain in the left-hand pane & All Items under "Category."
  3. In the search field (upper right) search for MiddleburyCollege.  Select then delete any records for MiddleburyCollege 802.1X Password. You will be asked to verify you want to delete this; confirm by clicking delete.
  4. In the search field (upper right) search for cpauth. Select then delete any records for cpauth.middlebury.edu certificate. You will be asked to verify you want to delete this; confirm by clicking delete.
    • You will be asked for your user password (that you logged into the computer with) to confirm the change to your Certificate Trust Settings.
  5. Click on the Wi-Fi icon again then choose Turn On Wi-Fi; re-connect to MiddleburyCollege.
  6. Additional troubleshooting steps, in extreme cases: create a new Network location; log in as another user - if fixed, check original user's login & Local Items keychains for passwords & certificates potentially related to cpauth, MiddleburyCollege, InCommon.

Android

  1. Go to Settings -> Wi-Fi.
  2. Select the MiddleburyCollege network and tap "Forget".

iOS

  1. Go to Settings -> Wi-Fi.
  2. Next to the MiddleburyCollege network, tap the blue "i" (info).
  3. Tap Forget This Network, then Forget to confirm.

Step 9. Update Drivers

On a Mac, iOS device, or Android device, make sure that you have run Software Update and there are no further updates available. In some cases, you may need to upgrade to a newer version of your OS.

  • Note: OSX version 10.10 (Yosemite) has problems with enterprise wireless; if you are experiencing persistent issues, we recommend upgrading to 10.11 (El Capitan).

For Windows computers, check the vendor website for your computer and/or wireless card to see if updated drivers are available, install them, and reboot. If you need assistance with this, please come to the Helpdesk (LIB202).

Step 10. Contact the Helpdesk

If the above steps don't work, please write down your Ethernet ID aka MAC address and have it ready when contacting the Helpdesk. If the matter is urgent or you cannot use that link, please call us at (802) 443-2200 with your name, contact info, and a description of the problem. For best results, also Option-click the wireless icon and collect the information about your connection that appears when you do so.

 

Wireless Compatibility

Any device with a wireless network card or adapter should be compatible with Middlebury's wireless networks, as long as it supports the WPA2 or 802.1X protocol. The vast majority of wireless devices in the world support these protocols. Our wireless vendor, Aruba, publishes a detailed list of compatible devices (if the link becomes out of date, search the web for Aruba compatibility).

FAQs

What should I do if my device keeps connecting to MIddleburyGuest instead of MiddleburyCollege?

Please "forget" or delete the MiddleburyGuest network from your list of saved networks.

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