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
• Make sure that you are ONLY CONNECTING TO UST (not UST-Open or Eduroam). If you have previously connected to UST-Open or Eduraom you will need to forget these from your device. Having more than just UST means that your device hops from one to another frequently and causes service issues for you.
• Make sure that your device is fully updated. On many devices, ESPECIALLY APPLE DEVICES, all of your device drivers are maintained through device OS updates.
• If you have a Roku device in you living space please follow the directions here https://services.stthomas.edu/TDClient/1898/ClientPortal/KB/ArticleDet?ID=141020 to disable the device's features that interfere with network traffic. This should be done on any other "internet of things" devices (like wireless printers) that put out a constant wireless signal.
• Do not use the hotspot by your cell phone or other devices. Make sure this feature is turned off when in your student housing
• Disconnect any personal mini-switches or access

*To avoid creating network issues for yourself and your roommates and neighbors, as well as to avoid violating the University's Responsible Use of Computing Resources Policy please refrain from:

• Having a broadcasting Roku (or any) device
  • If you have a Roku device in your living space please follow the directions here to disable the device's features that interfere with network traffic. This should be done on any other "internet of things" devices (like wireless printers) that put out a constant wireless signal.
• Using the hotspot by your cell phone or other devices. Make sure this feature is turned off when in your student housing as the signal put out can interfere with the operation of the campus internet
• Disconnect any personal mini-switches or access points. These are not allowed to be used on campus as they cause significant interruption to the campus network

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 to 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 to 11

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."