Troubleshooting advice for Windows XP
If you have tried and failed to connect to UoD WiFi this troubleshooting guide will help you work through some possible causes for the failure to connect.
In the first instance read the Frequently Asked Questions (FAQs) and ensure that your laptop is fully updated with critical updates and anti-virus software.
If, after having worked through the configuration instructions and troubleshooting information you are still unable to connect, a member of the Service Desk team will work through the process with you. If this fails it is most likely that the problem is with your equipment and you will therefore need to take the laptop to a suitable, reputable computer repair outlet.
ICS Service Desk staff cannot undertake repairs on personal equipment.
Check the following ...
Does my laptop have wireless capabilities?
- Select Start > Settings > Control Panel > Network Connections
Is there is a "Wireless Network Connection" icon? If not the laptop does not have wireless capabilities or the internal or external wireless card is faulty. Please refer to your supplier.
Proceed to complete Step 2 and then Step 3 till you tick 'Use Windows to configure my wireless network settings' Click OK. Go back to Step 1 and 2 and you should now see the Wireless Networks.
Is my wireless device present and enabled?
To make sure your wireless network card / device is present and enabled:
- Select Start > Settings > Control Panel > Network Connections >
Right-click on Wireless Network Connections > Select Enable
Is my wireless card switched on?
- Check the wireless card is turned on - laptops will vary.
- Check the wireless switch or button is not at the 'on' position.
Some laptops need a combination of the function key (Fn) - located at the bottom left or right of the keyboard plus a wireless key (look for the wireless symbol on the keys F1-F10 along the top of the keyboard).
Are my wireless drivers up to date?
- Check that the Wireless Card has an up to date driver for using WPA2 authentication. The driver should be less than 2-3 years old. They can be found on the wireless card manufacturer's website or if you can connect to the internet at home, you can update your driver in the Device Manager in Windows. To do this:
- Start > Settings > Control Panel > System > then Hardware > Device Manager > open Network Adapters > Double-click on the wireless adaptor > select Driver tab > Update Driver
Has Windows XP Service Pack 3 been installed?
- If you can connect to the internet at home, select Start > Update Windows and follow the instructions.
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Issues when following the Set UP Guide
How do I check that my Internet Explorer is not setup to default to any other conflicting
broadband, dialup connections or proxy servers?
- Open Internet Explorer.
- Select Tools > Internet Options > Connections
- Ensure Always dial my default connection is NOT selected.
- Select LAN Settings.
- Tick Automatically Detect Settings
- Make sure box is unticked under Proxy Server
- Go back to Internet Explorer and select F5 to refresh page.
At Step 2, I cannot View Available Wireless Networks and get the message 'Windows Cannot configure this Wireless Connection'
Sometimes resetting your wireless network card/device helps. To do this:
- Select Start > Settings > Control Panel > System > Hardware > Device Manager> Network Adapters
- Right-click on Wireless >Select Disable. Wait a minute then right click again and Select Enable.
- Retry Step 1 to View Available Wireless Networks.
Check your laptop has wireless capabilities.
- To do this: Select Start > Settings > Control Panel > Network Connections
Is there a 'Wireless Network Connection' icon? If not the laptop does not have wireless capabilities or the internal or external wireless card is faulty. Please refer to your supplier.
- Proceed to complete Step 2 and then Step 3 till you tick 'Use Windows to configure my wireless network settings'.
- Click OK. Go back to Step 1 and 2 and you should now see the Wireless Networks.
- The Laptop has software installed which manages the wireless connections so Windows is not being used to connect. Usually the managing software is for home connections provided by the user's Internet Service Provider (ISP).
- Disable the software if possible (software options vary) and try and reconnect using the Windows instruction leaflet beginning from Step 1.
- Configure the managing software to match configuration.
| Network Authentication |
Data Encryption |
EAP Type |
Validate Server Certificate |
|---|
| WPA 2 or WPA2-Enterprise |
AES |
Protected EAP (PEAP) |
GTE Cyber Trust Global Root |
- Uninstalling the software is an option, so that the laptop will default back to using Windows, however this will affect the connection off campus and is not recommended.
- The wireless card may be faulty and need replacing.
- Alternatively, if AES is not found, you may try to connect using the TKIP option.
At Step 3 I'm unable to tick "Use Windows to configure my wireless network settings"
- It appears that there is other software on your laptop managing your Wireless Network Settings. Please look for it and close it.
At Step 4 I'm unable to select/find the WPA2 (WPA) & AES settings
The driver for your wireless network card / device requires to be updated to use this service.
Please update the drivers through your wireless network card / device related websites.
You may also need to install the Wireless Client Update for XP Service Pack 3. Alternatively, if AES is not found, you may try to connect using the TKIP option.
At Steps 5 and 6 I'm unable to find PEAP or EAP-MSCHAP v2
The driver for your wireless network card / device requires to be updated to use this service.
Please update the drivers through your wireless network card / device related websites.
At Step 8 I appear to be connected to a wireless network other than UoD_WiFi
Click Disconnect and then select UoD WiFi and click Connect.
At Step 10 My username and password does not work
- Make sure your password is correct by logging in to another University service that requires the same password eg a computer in an IT Suite, on My Dundee or GroupWise webmail.
- Change your password using the University's Password Management Portal to fully synchronise it with the wireless and other services.
How do I confirm that I have successfully connected to the UoD WiFi Network Service?
You can check and verify your have the right IP address. To do this:
- Select Start > Control Panel > Network > Network Connections.
- Right-click Wireless Network Connections and select Properties.
- On the General tab select Internet Protocol (TCP/IP) and select Properties.
- If there is an IP and DNS server address already entered please take a note as this may be useful for other wireless networks you may use.
- Select Obtain an IP address automatically and obtain DNS server address automatically.
To see the IP address:
- Open a Command Prompt by select Start > Run and type in cmd, select OK.
- In this new window, type in ipconfig/all.
- If you get the following information you have successfully connected.
- DNS Suffix: dundee.ac.uk
- IP Address: 134.36.x.x
- Subnet Mask: 255.255.255.0
- Default Gateway: 134.36.x.1
I still cannot connect to the UoD WiFi Network Service
If, after having worked through the configuration instructions and troubleshooting information you are still unable to connect, a member of the Service Desk team will work through the process with you. If this fails it is most likely that the problem is with your equipment and you will may need to take the laptop to a suitable, reputable computer repair outlet.
ICS Service Desk staff cannot undertake repairs on personal equipment.
Other Issues
Does changing my password affect my connection to the UoD WiFi Network Service?
Yes. You will need to clear out your old credentials (University of Dundee username and password) as most laptops automatically store them.
You can use the UoD WiFi credentials clearance tool to clear the current University of Dundee username and password stored on a Windows XP laptop.
I am planning to allow another user to use my laptop. Is there anything I need to know?
If you allow another user to use your laptop you are required to clear your credentials every time, both before and after anyone else uses it.
To do this:
Contact Us
On-line: ICS Service Desk
By Phone: (01382 3)88000 (Mon - Fri 9.00am - 5.00pm)
In person: visit the ICS Service Desk in the Library & Learning Centre, First Floor or in Tower Basement Reception. [If your query is wireless related please note the Tower Basement is not WiFi enabled.]
How to raise an issue or comment about this service
It is important to us that you get the most out of the services we provide. If you have an issue, question or complaint about this service please let us know. You can do this by completing our short feedback form.
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