Troubleshooting: Get Information
- Location:
- Check to make sure they’re in a building with wireless coverage. More Information
- Make sure to include the room number.
- Are other people having the same problems (Y/N):
- Make sure to get specific names.
- If no one else is having the same problems, it is most likely a computer issue.
- Device and Operating System:
- Make sure the device is compatible with SAU’s wireless network. More Information
- Cell phones tend to have lower-powered wireless antennas, and might need to move closer to the access point in order to receive coverage
- Length of problem:
- If it has started recently, it is most likely a computer issue. If it has persisted for an extended period of time, it might be an infrastructure issue.
- Contact Information of all individuals involved
Fix Computer Issues
- Turn wireless off and then on again
- MAC: Turn Airport off and then on again.
- PC: Right-click wireless icon -> Network and Sharing Center -> Change Adapter Settings -> Disable and then re-enable the wireless adapter.
- Try rebooting the device
- Make sure they’re connecting to SAU Students
- Check firewall settings. More Information
- Make sure their IP Settings are correct. More Information
In a few cases, users have also had problems connecting to the network as a result of multiple antivirus programs being installed on computer. Escalate the ticket if one of the following criteria is met:
- Multiple people are having the same issue
- Weak or poor signal
- Let the client know that we’re committed to providing a reliable wireless network and that the network team will look in to it further.
Gather troubleshooting data
In Windows:
1. Click on the WiFi icon in the bottom right corner of the screen
2. Click SAU-Students
3. Click properties
4. Screenshot everything at the bottom of that screen
On a Mac:
1. Press and hold the Option key and keep it pressed while clicking the WiFi icon in your menu bar
2. Screenshot the screen that pops up
On an Android phone:
- Swipe down from the top and press and hold on your WiFi settings
- Tap the network you are connected to
- Screenshot that page