Troubleshooting WiFi Connection - All Devices

Modified on Thu, 20 Feb 2020 at 12:30 PM

General Troubleshooting

  • Is the wireless service / network enabled on your mobile device?
  • Are you connecting to the correct wireless network (Naropa)?
  • Verify you're using the correct login/username & password.  
    • Did you recently change your Naropa password?  If so, have you updated the password used by your mobile device to connect to the Naropa wireless?
    • Do you have another device that might be trying to connect to the Naropa wireless, or check your Naropa email, using the old password?  If so, it might be causing a security lock-out on your Naropa account for repeated failed login attempts. 
    • Is your Caps Lock key on?
  • Try forgetting / deleting the Naropa wireless network from your device, and reconnecting to it.
  • Try power-cycling your device and connecting again (yeah, we know this sounds trite.  But it honestly does help in some cases!) 

Macintosh OS X

Specifics for OS X may vary from version to version - Apple typically makes small (and sometimes no-so-small) changes to system behavior between OS updates.  Your mileage may vary.

Forget / Delete and re-add the Naropa Wireless network on your system:
  1. Click your mac's airport icon in the upper right. Click on "Open Network Preferences..."
  2. Click the "Turn Wifi/AirPort Off" button near the top of the Network panel.
  3. Unlock the lock in the lower left corner if necessary. This requires admin ID and password.
  4. Click "Advanced" button
  5. Select "Naropa" (if present),
  6. Click the minus - sign to delete it
  7. Click OK
  8. Click Apply 
  9. Open the Keychain Access application in Applications > Utilities folder.
  10. Search for passwords and certificates related to Naropa and delete all of them.
  11. Then go back to Network settings and turn wifi on. Click "Advanced..." button.
  12. Click plus sign.
  13. Enter the name of the network: Naropa
  14. If you have security setting: WPA2 Enterprise available, choose that. Otherwise use any available Enterprise protocol.
  15. Your user name will be firstname.lastname
  16. Password: your universal password (Same as MyNaropa)
  17. Make sure that "Automatic" is specified in the field next to 802.1X
  18. Click Add
  19. Click OK
  20. Click Apply again
  21. Click the Network Name box and select Naropa from the list.
  22. Click Connect.
  23. If you are prompted for user name and password, enter your Naropa credentials once more.

If you have any third party wireless access control or management software on your system (such as Cisco Clean Access Agent [CCAAgent]) on your Mac, you may need to force quit the application before you can successfully connect to the Naropa wireless network.

Windows 7/8/10

If unable to connect to the Naropa wireless network, first try forgetting that network in the network menu (in the lower-right of your desktop): 
  1. Find the Naropa SSID / Network.
  2. Right click on it.
  3. Select "Forget this network".
  4. Try connecting to the Naropa wireless network again.

If you get a "cannot connect to this Network" message (i.e., not an authentication error), try this:
  1. See what networks are available, and right-click the Naropa network. Choose "View connection properties."
  2. Click the Security tab and next to the "Choose a network authentication method:" click the Settings button.
  3. At the Protected EAP Properties window, uncheck "Verify the server's identity validating the certificate."
  4. Click "OK", then "OK" again and then try to connect once more.

Chrome OS or Ubuntu/Linux OS

When connecting to the Naropa Wireless network on a Chrome OS (Chromebook) make sure that the login screen matches the below settings:

SSID: Naropa
Security: WPA & WPA2 Enterprise

Authentication: Protected (EAP) or PEAP
Anonymous Identity (leave this blank)
CA certificate: None or Do Not Check
PEAP version: Automatic
Inner authentication: MSCHAPv2
Username: firstname.lastname
Password: your universal / MyNaropa password

Faculty and Staff:
Username: everything before the “@” in your Naropa email address (Ex: would just use "jdoe")
Password: your domain password (same as you use to log onto your Naropa computer or check email)

Windows XP

Note that Windows XP is no longer supported by Microsoft, and should no longer be used.  Continuing to use Windows XP poses a security risk to any who still use it!
That said - The Naropa IT department does not support Windows XP. At all. Ever.
The following process has been tested as working on the Naropa wireless network, but you do so on your own, without IT assistance (good luck!).

Connecting to the Naropa wireless network XP:
Open your Control Panel (click StartControl Panel)
Click "Network and Internet Connections"
Click "Network Connections"
Right click on your "Wireless Internet Connection" and choose the "Properties" option.
Click the "Wireless Networks" tab.
Under the "Preferred networks" heading, click the "Add" button.

In the Association tab, enter the following information:
Network name (SSID): Naropa
Check "Connect even if this network is not broadcasting"
Network Authentication: WPA2
Data encryption: AES

Click the Authentication tab
Set the EAP type to: Protected EAP (PEAP)

Click the "Properties" button.
In the Protected EAP Properties window:
Uncheck "Validate server certificate"

Set the Select Authentication Method to: Secured password (EAP-MSCHAP v2)
Click the "Configure" button
Uncheck "Automatically use my Windows logon name and password (and domain if any)"

Click OK in the EAP MSCHAPv2 Properties window.
Click OK in the Protected EAP Properties window.
Click OK in the Wireless network properties window.
Click OK in the Wireless Network Connections Properties window.

When you see the option to click to select a certificate or other credentials, click the word balloon.

Your User name is your firstname.lastname.
Your Password is your universal / MyNaropa password.
Your Logon domain is: NAROPA
Click the OK button to connect.

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