WiFi Troubleshooting
These questions are to help you determine what could be stopping or slowing your WiFi connection while on campus. If you have any questions, please email us at its@cui.edu
Troubleshooting Questions
Which network are you connected to?
CUI_Secure is the recommended network for the majority of devices. It uses your E# and password, just like Blackboard and your email.
CUI_WPA2 is intended for devices that are not 802.1x compliant (predominantly gaming console, printers, smart TVs, etc)
CUI_Open is intended for guests of the University and should be avoided by regulars of CUI.
Have you restarted your device?
Electronic devices are very complex and require a lot of maintenance. Most of this goes on in the background, but every now and again, whether a service needs to be restarted, or an update needs to be installed, restarting your device can prevent hours of troubleshooting.
Are you connected to your nearest access point (AP)?
As you move with your device, it will constantly connect between access points to ensure that you have a strong and stable connection. Sometimes it can get stuck tethered to one that is just barely within reach despite there being an access point closer. You can attempt to force it to connect to the closest access point by turning your WiFi off, waiting about 30 - 60 seconds, and then turning WiFi back on.
Are you caught up on your software updates?
Computers, phones, and other devices are ever-evolving, even after we have purchased them. In most cases, device manufacturers will release drivers and other software updates frequently. Most people are familiar with some of their devices requiring updates once a month or so. In the case that your device is out of date, you may have security vulnerabilities or out-of-date drivers. Updates are very important for the health and safety of your electronic devices.
Also important for Windows devices, is that your device manufacturer (Asus, Dell, HP, etc.) will also release updated drivers for your specific device's components. In particular, it is VERY important to visit your device manufacturer's support page for any wireless driver updates, as these will usually be newer than what you will receive through a Windows Update alone.
While we can not provide links to every manufacturer's support page, you can typically locate these pages with a simple Google search by entering your manufacturer's name, followed by "support":
Example Search Terms include:
Asus Support
Dell Support
HP Support
Is your WiFi capability disabled?
Some devices have a keyboard shortcut or a mechanical switch to enable and disable the WiFi functionality. This could be used for airplane mode. Check to see if your device has any indication the WiFi is still on, and test to see if you are able to connect to other networks, like a hotspot, or public WiFi.
Have you tried re-adding the WiFi network?
Forgetting a WiFi network can be a comprehensive way to fix multiple issues that might be the source of your problem, for example, if you have changed your password, the WiFi network will prompt for your credentials agian after re-adding it. There are multiple ways to accomplish this depending on the device you are using.
Windows Devices: Right click the WiFi network and select "Forget"
What software are you running?
Some programs consume more WiFi bandwidth than others, even when you are not actively using them. Chrome is especially notorious for using your computer's resources for web-browsing, so when you need to do a video call on Zoom, it is best to close as many additional applications or software as you can. Conversely, if your web-browsing is slow, video conference software like Zoom or Skype can use up a data connection when it is open in the background.
Do the networks appear on another device?
If you have another WiFi capable device, see if the available networks appear on that device's WiFi list. This can identify if the access points are functioning properly.
Rogue AP Interference
Now that we have gone through the specific issues and general tips section, the intervention of IT after all of the initial Q & A is to detect interference around you, as this can deteriorate a connection to the point of being unusable. The biggest source for interference is rogue access points. In our environment, this means any device broadcasting a WiFi signal that is not coming from a CUI access point. Common culprits are wireless printers, streaming devices, some gaming consoles, and even a hotspot on a phone or computer.
The reason this causes interference is because it is giving off the same signal as the Concordia's access points. Imagine listening to two or more radio stations at the same time. This is the effect your device is experiencing, and the signal that is readable needs to be sorted, resulting in extraordinarily slow speeds.
To discover nearby interference, open the WiFi connection menu on your device, where you can see all the available connections. Note that only CUI_Secure, CUI_WPA2, and CUI_Open are supported, official Concordia networks. Everything else there is interference. All across campus, various devices appear on this WiFi signal ban, so if you own any of the devices on that list, check that the WiFi is disabled on them, or contact IT for assistance at ITS@cui.edu.
WiFi Troubleshooting.pdf