Wireless Troubleshooting Tips

Answer: Is your device on airplane mode, WiFi turned off/disabled?

Depending upon your operating system, these options can be found under Settings & Network

• WiFi - there is toggle/slide button

• Airplane mode - is generally a plane icon that you activate/deactivate

How To Confirm Details - It is critical that you test/verify your details (remember your usernames can vary, so check the how-to; SCU, TAFE & CHSC), test on the student or staff portal; SCU, TAFE & CHSC

What To Do Next:

Check:

• Reboot your computer to see if any updates have been downloaded/installed

• Did you change any of your passwords recently?

• Is the date/time correct (needs to be within 5mins)? Mac, Windows

Test your details on another system/device like the student or staff portals. SCU, TAFE & CHSC

If this doesn't work, then:

Forget Network

Windows 10

Apple Devices (iOS, MacOS)

Android

Check:

• Is WiFi still turned on?

• Reboot your computer to see if any updates have been downloaded/installed. How To Update Operating System: Windows, Apple (MacOS, iOS) & Android

• Did you change any of your passwords recently?

• Is the date/time correct (needs to be within 5mins)? Mac, Windows

Answer: You need to forget the network and re-configure.

MacOS or iOS (Apple Devices)

Forget Network

Windows 10

Apple Devices (iOS, MacOS)

Android

For CHSC - you have an additional login CHSC see Connect to Staff & Student Wireless (DETNSW)

For TAFE - you may have proxy settings to add, double check the setup guide 

All others - maybe you have some manual settings from another network you connect to, for example, manual IP/DNS/Proxy or VPN settings; these may need to be altered/removed.

Answer: Try resetting the network.

Windows, Mac OS, iOS (step 7) & Android

Open

You are running an outdated, unsupported and insecure operating system from Microsoft, Windows 7. We recommend you upgrade, maybe visit a computer repair store.

Your device may be able to connect to other wireless networks as they are insecure networks.

• It will automatically connect you with the correct settings and passwords

• If you've changed your password - then you'll need to restart the computer with the LAN cable plugged-in/connected to the dock in your office.  This will then automatically update settings and passwords

• If you haven't plugged into the LAN network for a while (over 2 weeks), then you'll need to leave it connected for a number of hours (recommended to leave overnight) - for critical system & security updates and to maintain software licensing

• If you can't access some corporate websites and systems when on WiFi, then you'll need to connect to VPN - How to use the FortiClient VPN on Windows PC, TAFE

The setup uses a different version of the username. SCU please see Getting started with eduroam guide.

If you are from a visiting organisation to our campuses you need to contact your Technology Services department your setup configuration and passwords are totally separate to ours. Please refer to https://www.eduroam.edu.au/eduroam-for-users/  

Answer: We've seen this with some models of phones e.g. Google Pixel Pro 7.

If you turn off your mobile data while using WiFi it will maintain your connection. For Google Pixel see Google Help for how to turn off mobile data.