Wireless icon on task bar has asterisk or exclamation? Go to #2

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1 1. What is the issue? Wireless icon on task bar shows not connected? Go to #2 Wireless icon on task bar has asterisk or exclamation? Go to #2 Connected to wireless but not able to open a web page? Go to #7 2. Does the device see the wireless networks? If no networks and a windows laptop, run the diagnostics and see if it identifies any issues. What SSID they trying to connect to? If not able to connect to GV-Student Try to use GV-Guest to confirm their network credentials work. If can access GV-GUEST fine. Then go to #3 If cannot access GV-GUEST either, then go to #4. If cannot access GV-Other. Ensure the mac address that was registered is correct. The mac address for wired and wireless adapters on Nintendo Wii s are different, make sure they have registered the correct one of the network they are connecting to

2 3A. If a MAC or iphone, remove all wireless profiles except for GV-Student. iphone/ipad: Forget all GV networks, other than Student MacBook: Remove all GV networks, other than Student and make sure GV-Student is on the top of list. Try to connect after removing profiles.

3 3B If Windows 8. 3B-1 From Desktop view Click on the wireless signal icon on task tray Right click on each wireless networks and "Forget Network" on all. Not all will have the menu to do so, that is fine. Just forget network on the ones that do have the menu pop up. 3B-1a If Windows 8.1 Open a command prompt and enter the command netsh wlan show profiles Remove each of the GV network by issuing the command to remove each one of them one at a time. Do this for each GV profile shown. netsh wlan delete profile GV-get-help-connecting netsh wlan delete profile GV-Student

4 3B-2 After you Forget this network or use the netsh command on all GV wireless networks. Select GV-Student. Set to connect automatically. Enter credentials to authenticate. You will then need to hit continue to accept certificate. 3B-3 Access the GV-Student profile from Network and Sharing Center. Click on the Wireless Network Connection (GV-Student). Select wireless properties. Click on Settings about midway down the security window. Remove the check from Connect to these servers. Within the Trusted Certification Authorities: box Place check in Go Daddy Class 2 Certification Authority Just under Authentication Method box. Make sure check is in Enable fast reconnect

5 Click OK at bottom Now click on "Advanced Settings"

6 Under Specify authentication mode: Set it to User authentication. Click OK at bottom

7 Click OK again to exit security tab. 3B-4 Close all windows. Reboot to test auto connect to GV-Student. 3C If Windows 7. Then access the profiles thru network and sharing center. Make sure GV-Student is at top of list.

8 Remove all other GV network profiles Will it connect now after forgetting the network? No, go to #5. 4. Is the user id on the copyright/abuse list that would prevent them from authenticating? Has the user recently changed their password? If no to these two questions. Go to #6. 5. Try to use Get-Help-Connecting SSID for device configuration. The purpose of this SSID is to configure the correct wireless settings for the students, so that they do not have to do it manually. When they connect to this network the only thing they can do is run the connection assistant: XpressConnect. All other network access is restricted on this SSID.

9 6. If a Windows device Have them check if there are latest network card drivers available for their network card. This will require accessing the manufacture support website to lookup that network card. Example from HP.com for the Envy 7300, check the Version number to see if it s newer than the one they have installed.

10 7. Did laptop pull an ip address? For Students verify it is x.x. For Fac/Staff verify it s a x.x Confirm DNS Servers are and If correct IP address. Can you Ping Success? If yes, Check laptop for a 3rd party security software that is running (Ex. Kaspersky?). Disable and test.

11 If works once disabled, Re-enable to see if fails again. If issue is this software, user will need to contact that application support for a fix. No success at all: Contact the Help Desk at x12101

12 Get the wireless MAC Address for the device. Windows Mac OS A. How many wireless devices does this person have? How many having issues? Which ones work? B. If person is calling from a housing building: How does it work in another area of the housing building? How does it work in classroom building? If walkup or caller who commutes, what are the problem locations?