ITS

Information Technology Services
Information Technology Services

Wireless Troubleshooting Tips

Please feel free to bring your computer to the IT Support Centre, Walk-in Support desk located in Mackintosh-Corry Hall, Rm B205 to have us help you resolve your Wireless Connection problems.  If your problem is not resolvable at the desk, we may refer the computer to the IT Support Repair depot located in Mackintosh-Corry Hall, Rm B205.  If we are unable to get your handheld device connected, you will be directed to contact your mobile provider.

On-Line Tutorials– A number of wireless tutorials are available online.  You may wish to view our full online tutorials using another device such as your Smart Phone, or another computer.  Note:  public computers are available in Stauffer Library or from a Kiosk computer located in public areas around campus.

The following document will focus on troubleshooting.  If you are connecting for the first time, please use a nearby computer to follow the steps found in the published online tutorials.

Wireless Availability:

The campus has a number of wireless serviced areas.  If you are unsure whether wireless is available where you are located, move to a location such as Stauffer Library where you can confirm if your wireless settings are correct.  The map of wireless locations shows areas that have wireless internet available.

Wireless Connectivity – General Tips:

  • Password - If you recently changed your netid password, you will need to update the saved password for your wireless connection on all devices. For help see the tutorial Changing and removing stored passwords.
  • Username - Does your NetID work?  Try logging into a library computer or accessing your email from a networked computer to see if your NetID credentials work. If you are unable to log into a library computer or access your email from a web browser on a connected computer, then your NetID credentials are not working.  Contact the IT Support Centre at 613.533.6666 for help.
  • Location - Make sure you have a strong signal, move to an area with a stronger wireless signal
  • Sharing - The access point (AP) is a shared medium and acts as a wireless hub. Therefore, a large number of users on an individual AP degrades performance. Move to a less busy area.
  • Restart - Restart the computer or device.  The computer may simply be in an unknown state, which should resolve itself with a normal reboot.
  • Sleep Mode – If your computer/device was moved from another area, the computer may be failing to release the old connection that is no longer valid.  You can force this by connecting to one of the other wireless networks available and then switch back to your desired connection.  Ie. If connected to QueensSecure_WPA2 before moving, connect to queensu and then reconnect again to QueensSecure_WPA2.
  • Connect to QueensuSecure_WPA2 - ITS recommends that you configure your device on the QueensuSecure_WPA2 network. This is a secure connection that allows users to  automatically connect if desired. 
  • Eduroam - The Eduroam network is available at a number of educational institutions around the world.  If traveling, this would be an option available to you to connect to the internet.  As a troubleshooting step, you may find that connecting to Eduroam while on campus will resolve your problem.  This will be helpful if your configuration for QueensuSecure_WPA2 is not correct and you prefer to simply try a quick alternative.  Eduroam requires you to authenticate with your full netid@queensu.ca username. 
  • Reconnect - Disconnect and reconnect to the Access Point.  Select the connection from the taskbar, click on Disconnect and then try to Connect again.
  • Forget - If your device allows it, Forget the Saved Network and then try the connection again.
  • Wireless outage – Are others experiencing the same issue?  Please call the Help Desk at 613-533-6666.

All Windows Based Laptops:

Enable your adapter -

  • This may be a manual switch located along the edge of the case, or a hotkey that is selectable via a Function Key, please ensure it is set to ON.
  • If you are still not sure if your adapter is enabled, please open the control panel and from within Network and Internet, select View network status and tasks
    • Now select Change Adapter Settings along the left side of the Window
    • If your Wireless Adapter is disabled, it will show the word Disabled.  You can right click this icon to select Enable.
    • Once enabled, attempt your connection again.

Disable/Enable your adapter -

  • If you have been actively moving around, you may find that temporally disabling your adapter and re-enabling with the "Enable your adapter " tip from above, allows you to connect.  Doing this will basically refresh your network settings.

Antivirus Software

  • Antivirus Applications that are expired or misconfigured can cause wireless access issues.  If your antivirus product recently expired, we recommend updating your subscription, or consider using Microsoft Security Essentials as a free alternative which has been found to work without problems on the Queen's wireless network.

Windows 7:

  • Recreate your Wireless Network Connection.
    • First delete your saved Wireless Network Connection:
      • Go to Control Panel, View By Large Icons (Top Right), click Network and Sharing Centre
      • In the Tasks pane, click Manage Wireless Networks
      • Right Click the connection you want to delete, then click Remove Network
      • In the Manage Wireless Networks Warning dialog box, click Ok
      • The connection has now been deleted
    • Re-select the desired Wireless network ( QueensuSecure_WPA2 is preferred ) from the taskbar and connect, remembering to click on Connect if a Windows Security Alert appears.
    • If a wireless network is not available from your taskbar, please use the online tutorial to re-create it.

Windows 8.1

  • Be sure the Wi-Fi is On & ready:
    • Press the Windows Logo key to go to Start/Home screen
    • Move your mouse to the top right of the screen to activate the Windows Charms
    • Select Settings, then select the Wireless icon: Be sure Wi-Fi is On, try turning it off, rebooting, and then turn it back On.
    • From the Network Settings screen, select the desired Wireless connection:
      • QueensuSecure_WPA2 - (recommended)(login with your NetID only & password)
      • Eduroam - (login with your NetID@queensu.ca & password (@queensu.ca is required for Eduroam only)
      • Queensu - not encrypted and requires you open a  Browser to login to complete a connection
    • Try connecting to your desired Wireless connection but do not select Connect Automatically yet.  After you successfully connect, select Connect Automatically.
  • If it is connected but you actually don't have Internet access, select Disconnect, reboot and select Connect again.
  • If you still have trouble with QueensSecure_WPA2, please attempt a connection to queensu.  After you connect, you are required to open a browser and will be redirected by your Browser to the Wi-Fi login page.  Note: That is not an encrypted Wi-Fi connection.
  • After successfully connecting to Eduroam and/or Queensu, try connecting again to QueensuSecure_WPA2 to see if your problem is resolved.

Mac OS X Based Laptop:

OPTION 1 - Create a Location for the Wi-Fi connection Service: this will isolate your troubleshooting steps to the Queen's connection.

  • On your MAC, open System Preferences, then open Network, then click the Pad Lock to change the settings, now Highlight the Wi-Fi service on the left
  • From the Locations menu (Top), click the (+) symbol to add a new Location and give it a Name, "Queen's Wi-Fi" or similar
  • Click the Advanced button and select the TCP/IP tab, click Renew DHCP Lease.  You should see it populate with IP address info.  Click Ok, then click Apply and close the Pad Lock.
  • Try connecting to the Internet

OPTION 2 - Delete Saved Profile Settings for Wireless

  • Open Network Preferences
  • Turn Airport Off
  • Click on Advanced
  • Wifi Tab - delete all past Preferred Networks by selecting them and clicking on the "-" symbol
  • TCP/IP Tab - and ensure IPv4 is configured for DHCP
  • DNS Tab – These should be blank, if not, select and delete by clicking on the "-" symbol
  • 802.1X Tab – Delete all the user profiles by selecting them and pressing the "-" symbol
  • Proxies Tab - make sure that nothing more than "*.local" and "169.254/16" are present at the bottom
  • Ethernet or Hardware Tab, ensure that Configure is set to Automatically
  • Click OK – Apply
  • Keychain – Open Keychain Access.  Select and Delete any instance of QueensuSecure_WPA2 or Eduroam
  • Turn Airport ON
  • If still unable to connect, reboot your computer.

OPTION 3 - Remove and re-add the Wi-Fi Service:

  • On your MAC, open System Preferences, then open Network, then click the Pad Lock to change settings, now Highlight the Wi-Fi service on the left
  • At the bottom, click the (-) symbol to remove the Wi-Fi service.
  • Reboot your computer and go back to System Preferences>network
  • Now click the (+) symbol to add the Wi-Fi service back. Name it Wi-Fi
  • Now repeat Option 1. Above making sure there is a "Location" for the Wi-Fi

If the above fails to resolve connection problems on a Mac, it is recommended you drop by the IT Support Centre during business hours.  If we are unable to resolve it, you will be asked to leave the computer  at the IT Support Centre repair shop where we can work on it ($25 flat fee applies).

Handheld Devices:

  • Please confirm your connection settings are correct by following online tutorials for your device: Wireless Tutorials
  • If you are attempting to connect to the queensu network and are having trouble, please switch to the QueensuSecure_WPA2 network
  • Toggle your wireless access.  This can be accomplished by turning Airplane mode on then off.
  • Re-enter your password.  If you recently changed your netid password, you will need to update the saved password on your device.
  • Permanently accept entrust certifications if you are prompted.

Notifications: 

ITServices will post an online notification when problems are affecting wireless service.  You can view these notifications using a computer that is connected on the wired network or you can contact the IT Support Centre at 613-533-6666 to inquire about wireless access.  Notifications are available on the  ITS Home page.  If you would like to subscribe to the RRS feed go to:  http://www.queensu.ca/its/apps/feeds

Additional Help:Visit or Call

  • IT Support Centre, Queen's University
  • Phone: 613 533-6666 (internal 36666), Monday to Friday 8:00am to 5:00pm
  • Walk-In: Mackintosh-Corry Hall, Rm B205, Monday to Friday, 9:00am to 12:00pm & 1:00pm to 4:00pm. 

    Across from the food court and beside the vending machinesl. 

  • Help Form: https://www.queensu.ca/helpform/

Last Updated: February 21, 2017