Network/Wifi iOS Troubleshooting

Instructions

 

What is the device?

  • ChromeBook – See here
  • Mac or PC Computer – See here
  • Android – See here

 

Advanced Settings

  • Choose the UST network from the list of internet options. You may be prompted to enter the following information:
  • EAP method: PEAP
  • Phase 2 authentication: MSCHAPv2
  • Server CA certificate: Do not check
  • Identity: your St. Thomas username (just the first four letters and four numbers)
  • Password: your St. Thomas password
  • All other fields should be left blank.
  • Make sure Device is updated (current iOS)
  • Make sure user is only connecting to UST (forget UST-Open and/or Eduroam)
  • Check for wifi drivers for their specific device model
  • Chat to team for further ideas in First Call Resolution Channel
  • Provide the following info if you are not able to resolve:
    • User names
    • Callback phone #
    • Exact Location: Bldg/room
    • Does the device work in other areas/buildings better?
    • Exact (as best possible) device details: example-2018 Macbook Pro, iPhone X, Samsung Galaxy S9, etc
    • MAC addresses of all affected devices
    • Speedtest info https://www.speedtest.net/ - Get Screenshots
    • Screenshot of any error messages received
    • What is the frequency of the issue?
      • Always happening
      • sometimes happening
      • just started happening

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Network Access
Wired and Wireless connectivity support