Wireless - Troubleshoot Connection Issues for Windows

Explanation:

If your Windows computer is having issues connecting to eduroam or OSU_Secure on campus, try the troubleshooting steps below.

Table of Contents

• Flush your DNS through Command Prompt
• Renew your IP Address through Command Prompt
• Check Power Properties
• Run the Complete Internet Repair Tool
• Re-install your Wireless Adapter Drivers

Flush your DNS through Command Prompt

1. Click on the Start (or Windows) button in the bottom-left hand corner of your screen
   If you don't see a Start or Windows button: Press the Windows key and Q key on your keyboard at the same time
2. Type 'cmd'
3. Right-click on Command Prompt (or cmd.exe) in the search results and select Run as administrator. This will open a Command Prompt window with admin priviliges.
4. Type the following command: ipconfig /flushdns
5. Hit enter
6. Recheck connectivity

Renew your IP Address through Command Prompt

1. Click on the Start (or Windows) button in the bottom-left hand corner of your screen
   If you don't see a Start or Windows button: Press the Windows key and Q key on your keyboard at the same time
2. Type 'cmd'
3. Right-click on Command Prompt (or cmd.exe) in the search results and select Run as administrator. This will open a Command Prompt window with admin priviliges.
4. Type the following command: ipconfig /release
5. Hit enter
6. Once the prompt returns, type the following command: ipconfig /renew
7. Hit enter
8. Recheck connectivity

Check Power Properties

1. Click on the Start (or Windows) button in the bottom-left hand corner of your screen
2. Search for and open the Control Panel
3. Click Network and Sharing Center. If you don't see this option, click on Network and Internet and you should find it there.
4. On the left side of the window, click Change adapter settings
5. Right click on your Wireless Adapter(usually called Wifi, and named after the network you are trying to connect to)
6. Click Properties
7. Under the Networking tab, select Configure... 
8. Under the Power Management tab, make sure the box next to "Allow the computer to turn off this device to save power" is unchecked
9. Click Ok to exit the dialog window.

Sticky Client

Sometimes devices will "stick" to a wireless access point and then try to maintain that connection as the device roams to other areas. This can result in a computer sticking to an access point that is on another floor in a building, or even in a nearby building, separated by numerous wifi-blocking floors or walls. The connection may work for a while and then suddenly drop. Wireless logs (visible by Service Desk and IT Pros in Airwave) will show the error "Sticky Client."

To resolve this, try the following:

1. Turn off wifi for a few minutes, and then turn it back on. This should result in the computer associating with a wireless access point that is closer by. Unfortunately, this process may need to be repeated as devices may "stick" to an access point on the first floor of a building as you first walk in.
2. Set "roaming aggresiveness" in the wifi adapter settings to "Medium-High" (the default setting is "Medium"). To change this setting:
   1. Open Device Manager (this change will require local admin access)
   2. Locate your network adapter
   3. Right-click on your network adapter and choose Properties
   4. Select Change Settings -> Advanced tab
   5. Choose Roaming Aggresiveness
   6. Change the setting to "Medium-High"
   7. Save the changes

Run the Complete Internet Repair Tool

This software, developed by Rizonesoft, can potentially fix unknown or unseen issues with your connection. If you are able to get this software onto the computer with connectivity issues, it can sometimes prove to be a quick and powerful connection solution.

Note: This method requires you to obtain an internet connection elsewhere, either through a different computer or wireless network

1. Visit the download page for the Complete Internet Repair Tool at the author's website here: http://www.rizonesoft.com/complete-internet-repair/
2. Being cautious not to click on supporting ads, scroll down the page until you see the "Download Complete Internet Repair" section.
3. Select the first download link. The name of this link should be something like ComIntRep_XXXX_Setup.zip.
4. Extract the contents of the .zip folder onto the problem computer and run the setup file.
5. Run the installed software when connected to OSU_Secure (regardless if you are able to access the internet through it or not)
6. Restart your computer and check connectivity

Re-install your Wireless Adapter Drivers (advanced)

Note: This method requires you to obtain an internet connection elsewhere, either through a different computer or wireless network

1. Find the make and model of the laptop (i.e. Dell Latitude 7480)
2. Visit the support site for your laptop manufacturer and search for your model's support page
3. Find the Drivers & Downloads section of your model's support page
4. Make sure that you're searching under the correct operating system and look for the appropriate Network driver
5. Download the latest version of the driver and install it on your computer
6. Restart your computer and check connectivity

If you need any assistance, feel free to call the Service Desk at 541-737-8787.