Troubleshooting Wi-Fi Issues on UofA Campus

Introduction

This article will go over methods of troubleshooting wireless connectivity issues while on the University of Alberta campus.

Applicability

This article is intended for anyone having issues connecting to the eduroam or Guest@UA Wi-Fi networks while on campus.

Before You Begin

If you cannot connect to eduroam while on campus using your UAlberta Email address (CCID@ualberta.ca), follow the troubleshooting below, with more precise instructions for your operating system further down. Please note that many of the troubleshooting steps may require you to have internet access to confirm your CCID is working properly.

If you have followed all the steps below and are still experiencing issues, please contact the IT Service Desk for further support at 780-492-8000, Ext 1, or by visiting the portal at https://universityofalberta.freshservice.com/support/home

Our hours of operation are Monday to Friday, 7:30 AM to 6:00 PM.

The UWS wireless network will be retired in the near future. The eduroam wireless network is now the preferred wireless network on campus.

The following software versions, or better, will be required to connect to eduroam:

- Microsoft Windows 8.1, with all the latest Microsoft updates.

- Apple macOS 10.13.6.

- Apple iOS 11.

- Android version 6.0.1.

General Troubleshooting Methods

Confirm your CCID is Working Properly

Device Tips

Slow Wi-Fi Connection

Procedure

General Troubleshooting Methods

If, no matter the device you are using, you are not able to get connected to Wi-Fi, you can try the steps below.

When connecting to eduroam, ensure you are entering your credentials correctly, they should be in the format below

CCID@ualberta.ca

CCID Password

Do not try and connect with just your CCID or your email alias, as eduroam only works with your CCID@ualberta.ca address.

Confirm your CCID is Working Properly

To confirm your CCID Password is correct and works properly for a wireless connection, you can go to the site here: https://myccid.ualberta.ca/check
This will test your password across all the services and ensure it is working properly.

Even if your CCID passes the check, sometimes your password may still need to be reset in order to connect to the Wi-Fi network.

If you only get an error for the section labelled “UWS” (this name will soon be updated as you still want to be connecting to eduroam), then you will want to resynchronize your CCID Password here: https://myccid.ualberta.ca/synchronize

This will ensure your CCID is working properly across multiple services and can even be used if you did get green check marks from the test previously.

In extreme cases, after going through all the troubleshooting steps, sometimes a password reset is still required. If that is the case, you can go here to change it: https://myccid.ualberta.ca/change

You can also call the IT Service Desk at 780-492-8000, Ext 1, to assist you with changing your CCID password. Our hours of operation are Monday to Friday, 7:30 AM to 6:00 PM.

Device Tips

These methods apply to any device having an issue.

Ensure your device is not capitlizing the begining of your password.
- Mobile devices by default may capitizie the beginning of a password which can cause issues, ensure you are putting in your CCID password carefully when connecting.
Restart your device. The most common IT troubleshooting step is just restarting your device is trying to connect again.
Forgetting any known UofA wireless network on your device.
- While the method is different and will be explained below, forgetting any known UofA wireless network and rebooting your device can resolve the issue.
Turn your wireless adapter off, then back on. As each device is different, you may need to search for your specific device's method of turning off the wireless adapter.
The UWS wireless network will be retired in the near future. The eduroam wireless network is now the preferred wireless network on campus.
- Do not have both UWS and eduroam on the same device, only eduroam. Some devices have issues staying connected when the device decides to switch from one network to the other.
For a better wireless experience, please ensure your device has the most updated wireless adapter drivers.
- Many PC manufacturers have system software tools, such as:
  - Dell Command | Update | Dell Canada
  - Lenovo System Update
  - HP Support Assistant
- You may need to search for specific device drivers if you have a custom-built computer. Regarding Apple computers, you just go through the standard updates provided.
- Please note: You are responsible for understanding and accepting the risks of running such applications. If you have any concerns or questions about them, you will need to contact the respective manufacturer for your device. Always ensure you are using genuine applications provided by the manufacturer of your device.

Slow Wi-Fi Connection

If you are connected to a wireless connection but are experiencing slow speeds. Please contact the IT Service Desk at IT Service Desk - General Inquiry Form with the information below:

Screenshot of the speedtest from the website here: https://apps.ualberta.ca/ist/speedtest
Device information, including the Operating System version. (Windows 11, macOS 10.15.x, etc)
Location of the slow speeds, such as ETLC or GSB, with room numbers.
What were you doing at the time of the slow speeds, such as writing an exam in a classroom, studying in a library, etc?

Windows

Connect to eduroam with Windows

Forgetting Known Networks

Right-click on the Windows Icon and click on "Settings", or click on the Windows Icon and locate the gear icon for "Settings".
Navigate to "Network & Internet".
Click on "Wi-Fi" and go to "Manage known networks".
Remove any UofA known networks (eduroam, UWS, Guest@UA) and restart your computer.
Try connecting to eduroam again by following the instructions from the "Connect to eduroam with Windows" article above.

Turning Wi-Fi Adapter on and off

Right-click on the Windows Icon and click on "Settings", or click on the Windows Icon and locate the gear icon for "Settings".
Navigate to "Network & Internet" and click on "Wi-Fi".
Click the blue "On" button to turn off the adapter, and click it again to turn it on.
Try connecting to eduroam again.

Ensure your Windows is updated with the latest updates from Microsoft

Right-click on the Windows Icon and click on "Settings", or click on the Windows Icon and locate the gear icon for "Settings".
Click on "Windows Update"
Check for updates to ensure your device is fully updated.

macOS

Connecting to eduroam with macOS

Forgetting Known Networks

macOS Ventura or later:

Click on the Apple menu, then "System Settings".
Click Wi-Fi in the sidebar.
Click Details next to the network you're using (eduroam, UWS, Guest@UA).
Click Forget This Network, then click Remove to confirm.
Restart your device and try connecting to eduroam again by following the instructions from the "Connect to eduroam with macOS" article above.

To forget a network that you've joined before but aren't currently using:

Click on the Apple Menu, then "System Settings".
Click Wi-Fi in the sidebar.
Scroll down on the right and click "Advanced" to see the networks known to your Mac.
Click the menu button next to any known UofA network, choose Remove from List, then click Forget to confirm.
Restart your device and try connecting to eduroam again, by following the instructions from the "Connect to eduroam with macOS" article above.

Earlier versions of macOS:

Click on the Apple menu, then "System Preferences".
Click "Network".
Click "Wi-Fi" in the sidebar.
Click "Advanced" to see the networks known to your Mac.
For any UofA known network (eduroam, UWS, Guest@UA), select the network, then click the remove button (-) beneath the list. Click Remove to confirm.
Click OK, then "Apply".
Restart your Mac and try connecting to eduroam again by following the instructions from the "Connect to eduroam with macOS" article above.

Check if iCloud Private Relay is Enabled

If this service is enabled on your device, it will not be able to connect to any wireless network on campus.

Open System Settings (or System Preferences).
Click on [Your Name] in the sidebar.
Click on iCloud.
Click on Private Relay.
Select Turn Off to disable it.

Ensure your macOS is using the Latest Updates for your Device

As Apple has multiple versions of macOS available to people, you will want to go to the official site below and follow any updating instructions your device can perform if not already done.

https://support.apple.com/en-ca/108382

Ubuntu Linux

Connect to eduroam with Ubuntu Linux

Please Note

Ubuntu Linux support by IST for personal devices is "best effort", while we can offer suggestions, the IT Service Desk is limited by online resources found and for other distros, you may need to consult online help forms.

Forgetting Known Networks

Click on the Wi-Fi icon on the bar at the top of the screen.
Select "Edit Connections".
In the "Network Connections" window, click on the "Wireless tab".
Look for any UofA known networks in the list (eduroam, UWS, Guest@UA) and highlight them by clicking on them.
Click on the Delete button to remove those networks.
Restart your device and try connecting to eduroam again by following the instructions from the "Connect to eduroam with Ubuntu Linux" article above.

iOS Devices

Connect to eduroam with iOS Devices

Forgetting Known Networks

To forget the network that you're currently using:

Go to Settings, then Wi-Fi.
Tap the More Info button next to the UofA network you are using.
Tap Forget This Network, then tap Forget to confirm.
Restart your device and try connecting to eduroam again by following the instructions from the "Connect to eduroam with iOS Devices" article above.

To forget a network that you've joined before but aren't currently using:

Go to Settings, then Wi-Fi.
Tap Edit in the corner of the screen to see the networks known to your device.
Take either of these actions:
1. Tap the delete button, then tap Delete
2. or tap the More Info button next to the network, tap Forget This Network, then tap Forget to confirm.

Android/Chromebook

Connect to eduroam with Android and Chromebooks

The instructions below for forgetting known networks are generic for most Android smartphones. If it does not match exactly what you see on your device, you may need to look up your device's specific method for forgetting known Wi-Fi networks

Forgetting Known Networks

Open your device's Settings application.
Navigate to Connections, it may also be labelled as Network & internet, then Wi-Fi.
Touch and hold a saved UofA network (eduroam, UWS, Guest@UA).
Tap Forget.
Restart your device and try connecting to eduroam again by following the instructions from the "Connect to eduroam with Android and Chromebooks" article above.

Please Note: Android and Chromebooks may require additional configurations when connecting to edoroam. Please ensure you are following the article carefully to connect.

Additional Considerations

Connect to Guest@UA Wireless Network