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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