Middlebury

Difference between revisions of "Wireless Troubleshooting"

(Check that the Networks Appear)
(Additional Mac OS wifi updates)
 
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If the [[Wireless|standard configuration instructions]] aren't working for you, check the following items, roughly 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.
 
  
== Check that Wireless is Turned On ==
+
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.
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.  
 
  
== Check that the Networks Appear ==
+
== Step 1. Check that Wireless is Turned On ==
Your device should list available wireless networks including '''MiddleburyCollege, MCPSK,''' and '''GuestAccountCreation'''. If none 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 MCPSK and GuestAccountCreation appear, 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 older consumer devices and gaming systems), it may not support MiddleburyCollege. Please contact us about using the [[MCPSK]] network.
 
  
If networks do not appear on your Mac:
+
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).
#  Open Keychain Access from the utilities folder
 
#  Search for the wifi certificates for the Middlebury networks and delete them
 
#  Restart the computer
 
  
== Release and renew your IP address  ==
+
== Step 2. Check that the Networks Appear ==
  
See [[Release and Renew IP Address|Release and Renew IP Address]]
+
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.
  
== Check that your account is valid for MiddleburyCollege wireless ==
+
*If MiddleburyGuest appears, but MiddleburyCollege doesn't, there are three possibilities:
If you have another device or some other way to get network access, please go to another service like [http://go.middlebury.edu/moodle Moodle] to confirm that your Middlebury username and password (or Guest e-mail and password) are correct and active. Note that '''only individual network accounts''' (faculty, staff, student, or guest) can access the MiddleburyCollege network - shared departmental accounts, student org accounts, etc. '''do not have access''', nor do local accounts specific to individual computers.
+
*#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]].  
  
===Password Changes===
+
== Step 3. Check to see if the problem is location-specific ==
If you've recently changed your password, some special considerations apply.
 
* 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, you should be able to update the stored password for MiddleburyCollege when prompted. If this doesn't work, you may need to forget the network (see below).
 
* On a Mac, updating your wireless password '''does not work''' due to a bug in the operating system. You must go to Keychain Access, then find the entry where it stores the password for MiddleburyCollege and remove that entry. Then turn your wireless off and on again and re-connect to MiddleburyCollege.
 
  
== Repair Wireless with Built-in Tools ==
+
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.
* In Windows 7, right-click the Network icon in the lower right corner of the screen and click '''Repair'''.
 
* In Mac OS X, 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.
 
  
== Windows - College Owned ==
+
== Step 4. Check that your account is valid for MiddleburyCollege wireless ==
College owned Windows computers have the MiddleburyCollege network preconfigured with the correct settings. However, this assumes that you are logging into the computer as yourself - see [[#Check that your account is valid for MiddleburyCollege wireless|Valid accounts]] above.
 
  
== Windows - Personal ==
+
''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.''
Remove or "forget" the network, then reconnect. Microsoft's instructions for forgetting the network are here: https://technet.microsoft.com/en-us/library/gg252588%28v=ws.10%29.aspx
 
  
== Mac OSX  ==
+
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'''.
Turn wireless off, remove or "forget" the network, then reconnect.
+
 
*To "forget" a network, first click the WiFi symbol at the top and click Open Network Preferences, then click Advanced, then find the network you want to forget, click the minus symbol, and click OK.
+
== Step 5. Release and renew your IP address ==
*If the above doesn't work, please write down your [[MAC address|Ethernet ID]] and have it ready when [https://webhelpdesk.middlebury.edu/helpdesk/WebObjects/Helpdesk.woa/wa/TicketActions/new?rt=83 contacting the Helpdesk]. For best results, also Option-click the wireless icon and collect the information about your connection that appears when you do so.
+
 
 +
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]].
 +
 
 +
 
 +
 
 +
== 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_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.
 +
 
 +
 
 +
 
 +
== 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 [[#Step_4._Check_that_your_account_is_valid_for_MiddleburyCollege_wireless|Valid accounts]] above.
 +
 
 +
=== Windows 10 - Personal ===
 +
 
 +
#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 ==
 
== Wireless Compatibility ==
Line 48: Line 112:
 
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>).
 
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>).
  
== Reporting wireless problems ==
+
== 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.
  
If you are experiencing persistent problems with wireless access, please [https://webhelpdesk.middlebury.edu/helpdesk/WebObjects/Helpdesk.woa/wa/TicketActions/new?rt=83 submit a Helpdesk ticket]. 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.
+
*[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:Wireless]] [[Category:Mac]] [[Category:Helpdesk Documentation]] [[Category:Windows]] [[Category:Public Search]]
[[Category:Mac]]
 
[[Category:Wireless]]
 
[[Category:Helpdesk Documentation]]
 
[[Category:XP]]
 
[[Category:Windows]]
 
[[Category:Windows]]
 
[[Category:XP]]
 
[[Category:Public Search]]
 

Latest revision as of 15:22, 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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