Troubleshooting a Wireless Connection
For phone support in troubleshooting your wireless connection, call the Help Desk (384-HELP). The following is designed to provide useful tips and information in solving common problems with wireless connections.
Client Side (Your Computer)
If you are experiencing no connectivity at all there may be some problems with the installation or configuration of your wireless card. Make sure that the card is fully inserted into your PC card slot and that the drivers were installed according to the directions provided for your wireless card vendor.
General Troubleshooting
Changed Password
If you have changed your Hawk ID password and you now cannot connect to UI Wireless, you may have saved your password in your wireless utility. If so, you will need to update it in the wireless utility.
Computer Date/Time Incorrect
The authentication certificate used by the UI Wireless network is date sensitive. Make sure the correct time and date are set on the computer or you may not be able to authenticate.
Certificate Conflict
If you initially log on to the UI Wireless network and then are disconnected after a few minutes, it could be a certificate conflict. Check the Intermediate Certification Authorities and remove the Thawte Premium Server CA certificate using Internet Explorer as described here.
Missing Certificate
If you don't have the Thawte Premium Server CA certificate on your system, you can obtain it from Thawte's web site for free . Follow these instructions for verifying that the certificate is missing, downloading, and installing the certificate.
Manufacturer Specific Troubleshooting
IBM laptop users should update their wireless card software from IBM's web site and use the IBM Access Client.
Toshiba laptop users should update their wireless software from the Toshiba web site and then install and use the Cisco Secure Services client for UI Wireless access. (Note: It is not necessary to remove the Toshiba wireless utility to use Cisco Secure Services.)
Dell laptop users can update their wireless software from the Dell web site or the Intel web site.
Contact the ITS Help Desk (384-HELP or its-helpdesk@uiowa.edu) if you need assistance updating the wireless software or configuring your laptop for UI Wireless access.
Application Specific Troubleshooting
- Apple Laptop - Information on troubleshooting UI Wireless for an Apple laptop
- Intel PROSet - Information on troubleshooting UI Wireless using the Intel PROSet software
- Windows Wireless - Information on troubleshooting UI Wireless using the Windows Wireless client
The Space Between
If you are experiencing an intermittent or slow connection it may be the result of interference from other electronic devices. Some factors that affect the quality of your connection are:
- Distance from your location to the access point
- Number and type of walls and obstructions between you and the access point
- Electronic devices in the area (such as cordless phones)
- Number of users connected to the access point at the same time
Wireless signals operate in the 2.4 GHz radio band so things like 2.4 GHz phones, microwaves or other devices emitting signals at that frequency may disrupt communication. If you are having difficulty getting a signal, try moving closer to the access point or to a different location with fewer obstructions. Shut off any high frequency electronic devices that you are not using. We request that you do not attempt to install a new access point because rogue access points on the network will interfere with the rest of the network as well as compromise the security precautions set in place by ITS.
The ITS Help Desk offers limited support for home wireless networks. If you have a wireless network at home, Microsoft offers these 10 tips for improving your wireless network.
Linux Known Issue
If you are using a Linux operating system with the Xsupplicant client, you will need to obtain a wireless service ID from the ITS Help Desk, so that you do not store your Hawk ID in clear text form in the Xsupplicant configuration file. As an alternative, the wpa_supplicant (http://hostap.epitest.fi/wpa_supplicant/) is more actively maintained and can function without locally storing your password. Linux configurations are not supported by ITS. See UI Wireless Access for Linux - The Computer Support Group (CSG) of the Mathematical Sciences Departments.
Contacting the Help Desk
If you are still having trouble with the connection, contact the ITS Help Desk. Wireless connections can be difficult sometimes, and locating a source of interference can be tough. We can provide information and help for improving the quality of connection you receive on your wireless connection.
Return to Wireless Support Center Home
Last Updated: 04/24/2008