University Computer Help Desk

Troubleshooting wireless connectivity issues on campus

This article describes how to to troubleshoot and report problems with wireless connectivity at Illinois State University.

Before You Begin

This article describes the steps you should take when troubleshooting problems with wireless connectivity on campus. If you are unable to resolve the issue, you can contact the University Computer Help Desk for assistance.

Illinois State University offers several wireless networks each with their own requirements. Most people will connect to "isunet" wireless on campus, but other wireless networks are available as well.

Troubleshooting Wireless Problems

If you are having problems connecting or staying connected to wireless at Illinois State, please follow these troubleshooting suggestions.

Connect to the "Setup" Wireless Networks

The University offers "setup" wireless networks which are designed to automatically configure your computer so you can connect to the real wireless network by the same name.

  • setup-isunet: To configure your computer for "isunet," first connect to "setup-isunet."
  • setup-isu-resnet: To configure your computer for "isu-resnet," first connect to "setup-isu-resnet."

To do this, connect to the appropriate "setup" wireless network. Once connected, open a web browser and follow the on-screen instructions. You will be guided through a series of steps and will be asked to provide some information, such as your ULID and password. Once this process is complete, your computer will automatically connect to the appropriate network, "isunet" or "isu-resnet."

ISUNET

ISU-RESNET

Please note that the "setup" wireless networks are designed for computers. You cannot use the "setup" networks for a mobile device like an iPhone or Android device.

Manually Configure Wireless and Install Entrust Certificates

If you still have problems connecting to wireless after running through "setup-isunet" or "setup-resnet," you should try manually configuring your computer.

This allows you to verify that your computer or device is properly configured for wireless on campus. This also allows you to ensure that your computer has the proper Entrust security certificates installed. Most mobile devices are able to obtain the required Entrust certificates automatically and do not require special installation instructions.

Try Moving to a New Location

If you are having problems in one location, try moving to a new location to see if that helps. Some locations on campus have weak signal strength due to environmental factors. The more walls, doors, and other obstacles between you and the wireless access point, the more likely you are to have problems.

You might not need to move far. If you are in an enclosed area, like a small room, try moving to a larger room nearby or try standing in the hallway while you attempt to connect. If you find that you are able to connect after moving, then the problem may be due to weak signal strength as opposed to a configuration issue.

Authentication Problems

If you are using a Windows computer and are not being prompted to log in when you connect to wireless, the problem may be due to cached credentials. In other words, Windows might be saving your password and trying to use it when connecting, but if your password is no longer valid because you've recently changed it, it can prevent you from connecting successfully. To resolve this problem, try clearing your cached credentials.

Known Issues

Based on testing performed by Telecommunications & Networking and the University Computer Help Desk, some computers and devices have been identified as having persistent problems connecting or staying connected to wireless on campus.

For more information, refer to:

Update Wireless Drivers

Sometimes a computer's wireless drivers can cause problems connecting to wireless. If you have manually configured your computer to connect to campus wireless, but you're still having problems, try updating your wireless drivers.

Wireless drivers can usually be downloaded from your computer manufacturer's website. For example, if you have a Dell laptop, you can download wireless drivers for your computer from Dell's website at http://dell.com.

How to Get Help

To get additional assistance with wireless problems, please contact the Help Desk. You can bring your laptop or mobile device to the Help Desk office in Julian Hall 115 to get assistance in person.

You can also get assistance with wireless problems by stopping by the TechZone Service Center located on the second floor of the Bone Student Center.

Your department's technical support staff can also assist you with wireless problems. Technical support staff are authorized to contact Telecommunications & Networking for further troubleshooting and diagnosis by submitting an Incident.

Submit an Incident

If the Help Desk, Tech Zone, or your department's technical support staff deem it necessary, an Incident can be submitted to Telecommunications & Networking (TELECOM).

When an Incident is submitted to TELECOM on your behalf, please make sure you provide the following information:

  • Your name and ULID
  • A contact phone number where you can be reached
  • Location of the problem, including building and room number(s)
  • Description of the issue:
    • Are you having problems connecting or staying connected?
    • Does this problem occur consistently or intermittently?
    • What have you done to troubleshoot the problem?
    • Which wireless network(s) are you having problems with?
  • Information about the computer or device:
    • MAC address of the computer's wireless adapter or the MAC address of the mobile device
    • The make and model of the computer or device
    • The exact version of the operating system

A wireless network engineer will respond to your Incident and assist you in further troubleshooting the issue.