Difference between revisions of "Wireless Troubleshooting"

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[[Category:Mac]] [[Category:Wireless]] [[Category:Helpdesk_Documentation]]
[[Category:Mac]] [[Category:Wireless]] [[Category:Helpdesk_Documentation]]

Revision as of 07:52, 7 October 2011

See also

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 Our wireless vendor, Aruba, publishes a detailed list of compatible devices (if the link becomes out of date, search the web for these keywords Aruba compatibility.

Release and renew your IP address

See Release and Renew IP Address

Repair Wireless with Built-in Tools

In Windows XP, right-click the Wireless icon in the system tray (lower right corner of the screen) and click Repair.

In Windows Vista and 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.

Wireless in XP with special software / hardware

Whatever else we may say about Windows XP, its wireless network connection software is very usable. Often laptops come with some other wireless software installed as default, which we'll want to disable to ensure easy and standard configuration.

Although possible, configuring midd_secure to work on an Windows XP machine using a WiFi manager other than the Windows XP WiFi utility is usually difficult. For this reason, we recommend that any third party WiFi utility be disabled.

Disable Dell ControlPoint Connection Manager

Dell ControlPoint software comes with all new Dells, so we will tend to run into it on the new E6400s. This software does not have the same set of options as Windows and cannot be used to connect to midd_secure.

To disable the software, right-click on the icon for the Dell Connection Manager (it looks like two computers connected by a wire). From the menu that pops up, select "Options." The page that opens will have a sidebar on the left side. The second box from the top should have several options checked that tell the Connection Utility to control those functions. Uncheck the "WiFi" box.

TrueMobile 1150

In order to use the Dell Truemobile 1150 wireless cards with midd_secure, you will need to update the drivers and the wireless client manager, which can be found on Dell's website: http://support.dell.com

You'll have to install the client manager first (run the executible and keep clicking OK), then upgrade the drivers. There is an HTML file that opens automatically once you install the drivers, this walks you through the driver update process. When you update the driver you will be prompted to create a wireless profile it's easiest to skip this step and just leave the Default profile as the only profile.

Once the drivers are updated, open the network connection control panel and right-click on the wireless card and select Properties. Configure the authentication tab using the instructions for Windows XP: http://go.middlebury.edu/wireless

TrueMobile 1300, 1350, & 1400

Dell TrueMobile cards require special configuration in order to successfully connect to midd_secure. Here are the basic steps.

  1. Download and install the driver & utility update available in single file from: http://support.dell.com/support/downloads/download.aspx?c=us&cs=19&l=en&s=dhs&releaseid=R83097&formatcnt=1&fileid=109197
  2. Once the driver software is installed, you should have a new Wireless Card Utility icon in your System Tray, it looks like a graduated series of bars. Right click on the Wireless Card Utility icon and click "Open Utility." If the icon does not appear in your System Tray, go to Start->Programs->Dell TrueMobile and click on the 1300 WLAN Mini-PCI Card Utility shortcut.
  3. Make sure that "Enable Radio", "Let this tool manage your wireless settings" and "Show wireless icon in systray" are checked. Click on "midd_secure" in the available networks window, and then click "Configure."
  4. Make sure that the "Network name (SSID):" is "midd_secure". Click on the dropdown menu for "Network Authentication" and select "802.1X" from the list.
  5. Your screen should then look like this (with 802.1X and WEP selected). If so, click on the Authentication tab to continue.
  6. Click the dropdown menu for "EAP Method" and select "LEAP" from the list. NOTE: if you do not see LEAP on the list, go back to the Wireless Network Properties tab, and make sure that "802.1X" is selected for the "Network Authentication."
  7. With LEAP selected, type your username and password in the boxes provided. Note that you should type your username in the following format: "MIDD\yourusername" and then your password as normal. Once you've entered this information, click "OK"
  8. midd_secure should now be listed under "Preferred networks." Click OK. Your computer will now connect to the wireless network.
  9. The Wireless Card Setup icon will turn green, yellow or red, depending on your signal strength.

Disable Intel Pro Wireless

This can be done in a few different ways, depending on the version of the Intel software:

  • Right-click on the Intel Wireless tray icon (next to the clock in the lower right side of the screen), select "Let Windows Manage Wi-fi". Or if that doesn't work:
  • Double-click on the Intel Wireless tray icon (next to the clock in the lower right side of the screen). When the Intel window appears click Tools => "Let Windows Manage Wi-fi" or Advanced => "Let Windows Manage Wi-fi"

Troubleshooting in Mac OSX

Mac OSX 10.3 (Panther)

  • 10.3 (Panther) is not compatible with midd_secure. Also, some iBook G4s are not compatible with midd_secure, regardless of the OS.
  • Delete midd_secure and midd_unplugged entries in System Preferences => Network => Airport => Airport tab
  • Delete 802.1X profiles in System Preferences => Network => Airport => 802.1X tab
  • Delete desertcat certificate in Keychain Access
  • Delete midd_secure entry in Keychain Access
  • Uninstall PeerGuardian (if it's installed, it's a 3rd party app)
  • Try starting the mac in safe boot and try the wireless there.

Mac OSX 10.4 (Tiger)

See also:

Sometimes OSX fails to connect to midd_secure because its "remembered" settings become corrupted and conflict with midd_secure settings. This generally shows up as a "WPA error". Use the following steps to remove all midd_secure-related settings on the computer, then you can try connecting "cleanly".

First, remove all wireless network connection settings:

  1. Go to network connect
You can do this by clicking on the airport icon on the MacOS X menu and selecting "Open Internet Connect..."
  1. Go to the the "802.1X" tab.
  2. On the configuration option, use the drop-down menu to select "Edit Configurations..."
  3. Remove all previously saved connection settings.
  4. Hit OK and close Internet Connect.

After those steps, remove saved passwords from Keychain:

  1. Go to the "Utilities" folder in the "Applications" folder
While in finder you may use, apple-shift-U or go->Utilities, to navigate to the utilities folder
  1. Fire up "Keychain Access"
  2. Look for an "oncila.middlebury.edu" certificate and delete it
  3. Delete anything that says "midd_secure" or "WPA Midd_secure" on it. "Basically anything that you removed in the earlier step."
  4. Close the Keychain Access application.

After these steps, try connecting to Midd_secure as directed above. You should be able to connect now.

Mac OSX 10.5 (Leopard) and 10.6 (Snowleopard)

General troubleshooting steps:

  1. Have customer login to his/her account. Have customer nearby during the procedure.
  2. Open System Preferences => Network
  3. Select Airport from the list on the left, then click the Advanced button in the lower right corner
  4. Under the airport tab, delete midd_secure
  5. Under the 802.1x tab delete any entries relating to midd_secure
  6. Click the OK button in the lower right corner, then click the Apply button in the lower right corner
  7. Open Keychain Access (Finder => Go => Utilities)
  8. Select login from the list on the left, click on "All Items" in the list on the left
  9. Delete any keychain entries that have midd_secure in the name.
  10. Delete any keychain entries that have desertcat or oncilla in the name
  11. Restart
  12. Connect to midd_unplugged, make sure that works
  13. From the airport menu select midd_secure, enter username and password. It's recommended that you UNCHECK "remember this network"

Other tips:

  • midd_secure sometimes breaks because Mac OS X remembers the settings incorrectly, or remembers the customer's OLD password. If you don't let Mac OS X save the settings for midd_secure, then it won't break in the future.
  • See also Troubleshooting midd_secure on a Mac (Powerpoint presentation)

Wireless 'on the mountain'

Bread Loaf campus and the Snow Bowl are now part of the college network.  Middlebury wireless networks are all available and function in the same fashion as on main campus.  Note that some of the buildings on route 125 at Bread Loaf may still rely on building to building links, so an outage at one building may indicate a problem there, or one step closer to the Inn.

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