Overview
Wireless users at The Pearl may experience intermittent connectivity to the eduroam wireless network. Symptoms can include authentication failures, inability to join eduroam, or degraded Zoom performance. Multiple contributing factors have been identified, but no single root cause has been confirmed. While the network at The Pearl is provided and managed by Atrium/Advocate Health, WFU IS would like to share troubleshooting steps, below, which may be useful as we await a more permanent resolution.
Symptoms
- Unable to connect to eduroam
- Repeated credential prompts
- "Cannot connect to this network" errors
- PearlGuest works while eduroam does not
- Zoom performance issues while connected to eduroam
- Authentication failures following a recent password change
Troubleshooting Steps
Perform the following steps in order:
Connect to PearlGuest if internet access is required.
Install all available operating system, BIOS, wireless driver, and application updates.
Restart the computer.
Forget the saved eduroam wireless profile.
Reconnect to eduroam using the user's current WFU email address and password.
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If the user recently changed their WFU password:
Connect to the WFU VPN.
Sign out of Windows and sign back in to synchronize cached credentials.
Retry connecting to eduroam.
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If the issue continues:
Disconnect any docking station.
Disconnect VPN.
Connect directly to eduroam over WiFi.
After successfully connecting, reconnect the docking station and VPN.
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If the issue persists, collect:
Wireless MAC address
Computer model
Wireless adapter and driver version
Approximate time of the failed connection
Building and room location
Share this information in an email to [email protected] so that IS teams can investigate further
Known Contributing Factors
The following have been observed during previous investigations:
Cached Windows credentials after a password change
Outdated wireless drivers or operating system updates
Docking station connectivity
VPN sessions during wireless authentication
Network authentication or infrastructure behavior at The Pearl
Notes
No single root cause has been confirmed. Multiple issues have presented with similar symptoms. Following the troubleshooting steps above has resolved the issue for several affected users.
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