Troubleshooting

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General Troubleshooting

If you have trouble connecting to AirPennNet, see the following list of common problems.    For complete information and troubleshooting steps, please see the University's site: http://www.upenn.edu/computing/wireless/

 

Login Problems (Username or Password invalid)

If the error you get tells you your user id or password is invalid, confirm that you are using your PennKey login information.

Unsure which account to use?  See Understanding Your PennKey vs. Your Wharton Account

 

Connectivity Problems

There are a few things you can check to address connectivity problems with AirPennNet:

  • AirPennNet Drops: If your connection to AirPennNet drops or has trouble connecting initially, try moving to a different spot in the room.
  • AirPennNet fails to Reconnect after Moving:  If you have just moved locations and your laptop experiences difficulty reconnecting, try turning off your wireless service and then turn it back on.

If you continue to have trouble connecting to AirPennNet, please report this to the Student Support Team (support@wharton.upenn.edu)

 

Configuration Problems 

AirPennNet is designed to automatically configure itself on your computer, using your PennKey as authentication. If AirPennNet Help (the configuration wizard) does not automatically launch, you can try accessing it manually by pointing your browser to:

http://airpennnet-help.net.isc.upenn.edu/

and following the link to load Xpress Connect Manually.  If this does not solve the problem, please contact the Student Support Office for further help. 

 


Mac not connecting to AirPennNet

Some students have been having difficulty connecting to AirPennNet on their Mac, even after successfully connecting previously. If you are still having difficulty connecting, make sure you have followed all the suggested troubleshooting steps at:

http://www.upenn.edu/computing/provider/docs/8021xtroubleshooting.html

Make sure to follow all the steps, including a restart of your computer. 

Yosemite OS

Problems connecting to AirPennNet have been reported.  If you have upgraded, it *should* work without having to reconfigure. However, if you performed a fresh install, you may need to reconfigure AirPennNet.

  1. Choose AirPennNet-Help in the Wireless Networks.
  2. If the Captive Network Assistant automatically launches upon connection to AirPennNet-Help, close the window and launch a full browser such as Safari, Firefox, or Chrome instead.
  3. Using a browser, follow the connection wizard at http://airpennnet-help.net.isc.upenn.edu/

Mavericks OS

If you updated to Mavericks OS and can no longer connect to AirPennNet, try reinstalling the Xpress Connect file using the directions for iPhones:

  1. Go to http://airpennnet-help.net.isc.upenn.edu/page4_download.html
  2. Expand the iPhone iPad and iTouch window
  3. Click the link to launch the Express Connect Installer

If you continue to have trouble connecting to AirPennNet, contact the Student Support Team.

 


Android Device not connecting to AirPennNet

If you have followed the directions for configuring your Android phone/device and are still having trouble connecting, you can try the following options:

  • Confirm that you have installed Xpress Connect, either from the Play Store or from the link provided in AirPennNet Help.
  • Navigate to Locations & Security => and check whether the option to Clear Storage is available. If so, Clear storage, and then choose Set Password for credential storage.
  • Power down the phone, restart, and go to Wireless Settings. Choose AirPennnet Help and follow the prompts.
  • Try using the following url: 

    http://airpennnet-help.net.isc.upenn.edu

  • If you are using Android OS 4.4, and have recently updated your XpressConnect, please see these troubleshooting steps.

If you are still having trouble, please contact the Student Support Team with details on your individual issue.

 


iPhone/iPad not connecting to AirPennNet

Trouble connecting to AirPennNet Guest

Some users have difficulty connecting to AirPennNet Guest on their iPad or iPhone.  This is a known issue; here are some troubleshooting steps you can try:

  1. Choose the Settings Icon -> General Tab.
  2. Remove the AirPennNet profile.
  3. Forget *ALL* Wi-Fi networks.
  4. Turn the WiFi adapter off and on (for good measure)
  5. Connect to AirPennNet-Help
  6. Open Safari and navigate to any webpage (cnn.com seems to be the fastest to type)
  7. Step though the certificate installation process for AirPennNet-Help
  8. Enter your PennKey and Password.
  9. Once the process is complete go back to the Settings App and "forget" the AirPennNet-Help network

If the certificate for AirPennNet installed properly, the iPad should automatically jump and connect to AirPennNet

 

Trouble connecting to AirPennNet After Running AirPennNet-Help

Some users have been unable to connect to AirPennNet after running the AirPennNet-Help on their iPad.  If you have this problem, try:

  1. Choose the Settings Icon -> General Tab.
  2. Scroll down to Profile.
  3. Remove the AirPennNet-help profile.
  4. Turn the iPad off, and then turn it back on. 

NOTE: if the iPad seems to be connecting and disconnecting repeatedly from AirPennNet it’s likely the PennKey and/or password are wrong.To test your PennKey, see Forgot PennKey

 

Safari "Stuck" on AirPennNet-Help

Some users have been unable to connect to the Internet on their iPad after they leave campus.  If you have this problem, try:

  1. Choose the Settings Icon.
  2. Choose Safari.
  3. Choose Clear Cookies and Data, and History.

If that doesn't work, try removing the profile:

  1. Choose the Settings Icon -> General Tab.
  2. Scroll down to Profile.
  3. Remove the AirPennNet-help certificate.
  4. Turn the iPad off, and then turn it back on. 

This means that you will need to re-install AirPennNet next time you come to campus.  You can also contact the Support Office to get help registering your iPad for AirPennNet-Guest or for AirPennNet.

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