Wi-Fi troubleshooting

1. 1

   Confirm no VPN is running

   Closing the window often leaves the client running. Check the system tray or menu bar.

2. 2

   Establish the device and the location

   These two answers decide the network, the username format, and the ticket category.

AU

Personal devices — laptops, phones, tablets. This is the network residence halls use.

AU Internal

Adelphi-managed faculty, staff, and student-worker laptops. Identified by an Adelphi asset tag.

eduroam

The inter-university network. Works here and at other participating institutions. Username format differs by device.

The email domain also tells you the account type:

@mail.adelphi.edu

Student account

@adelphi.edu

Faculty, staff, or student worker

rian@mail.adelphi.edu   →   rian
user@adelphi.edu        →   user

Which format, where

AU

Username only, without the domain

NetReg

Username only, without the domain

eduroam

Varies by device, and the sources disagree — see the eduroam section below before advising.

1. 1

   Select the AU network

2. 2

   Enter the initial Wi-Fi password when prompted

   gopanthers

3. 3

   Wait for the browser sign-in window

   This is the stage people miss. Connected is not the same as authenticated — if no window appears, have them open any website to trigger it.

4. 4

   Enter their Adelphi username

   Without the domain. rian@mail.adelphi.edu becomes rian.

5. 5

   Enter their eCampus password

6. 6

   Load a real website to confirm before closing the call

1. 1

   Confirm the network name on the device

   AU — not eduroam, not AU Internal.

2. 2

   If it has never connected, run the AU setup

   gopanthers, then the browser sign-in with the bare username.

3. 3

   If it worked before, forget the network and rejoin

4. 4

   Confirm no VPN is running

5. 5

   Check the lockout lists if it still fails

AU Internal is for Adelphi-managed laptops. The asset tag is how you tell a managed machine from a personal one.

1. 1

   Confirm it is joining AU Internal, not AU or eduroam

2. 2

   Confirm no VPN is running

3. 3

   Forget the network and rejoin

   Clears a stale profile, the usual cause after a password change.

4. 4

   Restart the machine

5. 5

   Check the lockout lists if it still fails

Adelphi wireless page

yourusername@adelphi.edu on both iOS and Android. Note it says @adelphi.edu for everyone — students use their eCampus username here, not their @mail.adelphi.edu address.

Help Desk practice

Windows takes the full email address; iOS and macOS take the bare username.

Username

The full email address — for example student@mail.adelphi.edu

Password

eCampus password

Username

Bare username — for example student

Password

eCampus password

1. 1

   Accept the certificate prompt if one appears

   Apple devices ask the user to trust the network certificate on first join.

2. 2

   Forget the network and rejoin if it was previously saved

Android will not configure itself. Every field has to be set by hand, and the defaults are wrong.

EAP method

PEAP

Phase 2 authentication

MSCHAPV2

CA certificate

Use system certificates

Minimum TLS version

TLS v1.0

Online Certificate Status

Request certificate status

Domain

adelphi.edu

Identity

yourusername@adelphi.edu

Anonymous identity

anonymous@adelphi.edu

Password

eCampus password

1. 1

   Find the device's MAC address

   Usually under network or about settings. Wording varies — 'Wi-Fi address', 'physical address', 'MAC'.

2. 2

   Open the NetReg portal

3. 3

   Sign in with their Adelphi credentials

   Username without the domain.

4. 4

   Register the device using its MAC address

5. 5

   Restart the device

6. 6

   Connect it to AU

If it still will not connect

1. 1

   Forget or remove the saved network on the device

2. 2

   Reconnect to AU

3. 3

   Verify the registered MAC address is correct

   One mistyped character fails silently. Many devices have separate Wi-Fi and Ethernet MACs — make sure the Wi-Fi one was registered.

Once the network, username format, and password are confirmed, stop re-entering credentials. An account problem presents exactly like a wireless fault.

Account lockout

In User Lookup. Covers the account generally.

eduroam lockout list

A separate internal list. An account can look fine in User Lookup and still be on this one.

If they are on the eduroam lockout list

1. 1

   Reset the user's password

   Verify them first.

2. 2

   Have them sign in to a campus service with the new password

   The step people skip. The sign-in settles the new credentials before the wireless is retried.

3. 3

   Retry the Wi-Fi connection

4. 4

   Have them update saved passwords on every other device

   A phone still presenting the old password can put the account straight back into a locked state.

General Wi-Fi issue

Category: WiFi Connectivity

Issue in a dorm or residence hall

Category: Dormitories

Subtask

Usually Unable to Connect — but read the list first.

The Brooklyn location does not use AU. Per Adelphi's wireless page, devices join the Adelphi-WiFi network and register through a guest portal using an @adelphi.edu or @mail.adelphi.edu address.