Wi-Fi Troubleshooting On Campus

Wi-Fi Troubleshooting Tips

  • Reboot your device after connecting to either network. This allows the system to properly profile your device.
  • It may be necessary to "Forget" the network connection and re-authenticate on the either wireless network when using mobile devices.
  • Use UST network for personal laptops and mobile device. Sign in with your St. Thomas username and password (do not include the @stthomas.edu)
  • Ust UST-Open network for game consoles, media streaming devices, and visitor devices

What to do if that doesn't work?

If you're unable to gain internet access on the UST-Open network, you can add your device or computer our network ISE server using its "MAC Address" to have un-interrupted access capabilities for 300 days using the process below.

Register Your Device

  1. Find your MAC Address using the instructions below
  2. Login to My Devices with your username and password
  3. Enter the requested information. 
  4. When the device says status "pending" then it is successfully registered

If the above information was unsuccessful or if you need additional assistance, please contact the Tech Desk.

How to Find my Mac Address?

Mac OS X

  1. From the Apple menu, select System Preferences.
  2. Select Network.
  3. In the left of the "Network" window that opens, click the name of your connection  (Most likely Wi-Fi)
  4. Click Advanced.
  5. The Mac aaddress is the string of letters and numbers at the bottom of the advanced window, probably entitled: "Wi-Fi  Address."

Windows 8 and 8.1

  1. Press the Windows Start key to open the Start screen.
  2. Type cmd and press Enter to launch the command prompt.
  3. Type "GetMAC" in the command prompt box.
  4. Your Mac Address will appear as the "Physical Address."

iOS (Apple iPhone, iPad, etc.)

  1. Go to Settings.
  2. Go to General.
  3. Go to About.
  4. Scroll down and it is titled "Wi-Fi Address."

Playstation 3

  1. Start up your PlayStation 3 without a disk in the drive.
  2. Find the System Settings icon and select the X.
  3. Click System Information and press the X
  4. Your Mac Address will display.

Playstation 4

  1. Once the machine is on, use the arrow pad and press up
  2. From there, scroll right and select Settings
  3. Scroll to the bottom and select System
  4. Select System Information

XBOX 360

  1. Go to My Xbox in the Xbox Dashboard and select System Settings.
  2. Click Network Settings, Configure Network.
  3. Select Advanced Settings from the Additional Settings tab, then select Alternate Mac Address.
  4. At the bottom of this screen you'll see a heading called Wired MA.


  1. Ensure you are signed into your profile, navigate to My Games & Apps. (Skip this step if you are not signed into a profile)
  2. Select Settings.
  3. Select Network.
  4. Select Advanced Settings.
  5. Your Mac Address should appear for both Wired and Wireless.

Nintendo 3DS XL

  1. Open system settings from the home screen (wrench icon)
  2. Select ‘Internet Settings’
  3. Select ‘Other Information’
  4. ‘Confirm MAC Address’


Nintendo Wii requires a USB to ethernet network adapter in order to work with our network. An example of where to buy one is located here but can be purchased at a number of locations.


  1. Open system settings from the home screen (wrench icon)
  2. Select the ‘Internet’ widget – first option displayed
  3. Select ‘view MAC Address’

Amazon Fire TV Stick

  1. From the home screen, scroll all the way down to Settings
  2. Select ‘System’
  3. Select ‘About’
  4. Scroll down to ‘Network’ and the MAC address will be displayed on the right

Samsung Blu-Ray Player

  1. Open Settings
  2. Select ‘Network’
  3. Select ‘Network Test’ – the MAC address should appear along with a list of items


Don't see your device listed here? A google search for how to find your device's mac address should help you find the information you need.
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Article ID: 97025
Thu 1/30/20 3:28 PM
Mon 10/17/22 9:28 AM

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