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CU Secure Wi-Fi - Troubleshooting

This page provides troubleshooting solutions for a wide range of CU Secure certificate installation and Wi-Fi connection issues.

For step-by-step installation instructions, see our list of Wi-Fi tutorials.

 Early-Access Wi-Fi Networks

CU Secure and CU Guest Wi-Fi are now live in select early-access buildings and will expand to the rest of campus over winter break. Learn more.

Personal DevicesSecure Computing Devices
 

Personal Devices

During Installation

Problem – I can't get past the authentication step.

If you can't get past the step where you log in with your IdentiKey username and password, the issue is likely related to your device's default web browser.

For the duration of this process, change your default browser to the one recommended below for your operating system (you can change it back as soon as you're done):

  • Windows & Android – Chrome
  • Mac, iPhone & iPad – Safari (recommended), Firefox (alternative if you have issues with Safari).

Problem – I have a Mac and...

I've downloaded the CU-Secure-Certificate.dmg file. Am I done?

Nope, you still need to install the CU Secure certificate. Follow these steps to continue:

  1. Locate the file in your Downloads folder (keyboard shortcut: Option + Command + L).
  2. Click to open CU-Secure-Certificate.dmg.
  3. If necessary, double-click on CU-Secure-Certificate to begin the installation process.
I can't get past the step where I have to log in with my IdentiKey.

If the onboarding client told you, "We are now launching a separate dialog to continue sign-in at your account provider website" and you clicked "Next", a Microsoft login page should have opened in your default web browser.

If that page didn't open, or if you entered your IdentiKey credentials but the onboarding client is stuck on the Authenticate step:

  1. Check your default web browser settings. In most cases, Safari needs to be set as your default browser for the duration of this process. See Apple's Make Safari Your Default Browser page for instructions.
  2. Retry the login process using Safari.
  3. If you're still stuck, a few users have reported that changing their default browser to Firefox resolved the issue.
It said the profile was downloaded, but nothing else happened. What am I supposed to do next?

Your next step is to install the profile on your device.

  1. If the Device Management window didn't open automatically, go to System Settings and search for VPN.
  2. Once you've located the University of Colorado Boulder CU Secure profile, double-click to open it.
It's asking me to enter my password. Which one does it want?

You'll only be asked to log in with your IdentiKey username and password once.

After that initial login, all subsequent requests are for your laptop's password.

After Installation

Problem – I can't connect to CU Secure.

If you've successfully installed the CU Secure certificate (most devices) or app (Android) on your personal device, but still can't connect to CU Secure Wi-Fi:

  1. Confirm that you're within range of the network. CU Secure Wi-Fi is live in select campus buildings and cannot be accessed from any other location.
  2. Toggle your device's Wi-Fi off and on.
  3. Select CU Secure from your available Wi-Fi networks.
  4. If your device is connecting to a campus Wi-Fi network other than CU Secure (i.e., CU Guest or eduroam), open your available Wi-Fi networks and either disable auto-connect/auto-join (eduroam) or "forget" the network (CU Guest). For instructions, see the first two questions under "Can't Stay Connected."
  5. Reboot/restart your device.
  6. Remove the CU Secure network profile using the "How to Remove" instructions below, then reinstall the certificate/app.

Problem – I'm connected, but I keep being asked to log in to my keychain. (Mac only)

The next time you're prompted to log in, be sure to click Always Allow (do not click Allow). Learn why it's safe to choose this option: CU Secure Wi-Fi FAQs.

Problem – I keep losing my Wi-Fi connection.

Your device is probably trying to connect to both CU Secure and another network at the same time, causing it to bounce rapidly between them.

The solution depends on which other network your device is connecting to.

Instructions

How to "Forget" CU Guest
Windows
  1. Go to Settings > Network & internet > Wi-Fi.
  2. Click Manage known networks.
  3. Locate CU Guest and click Forget.
Mac
  1. Go to Apple > System Settings > Wi-Fi.
  2. Locate CU Guest, then click the Details icon next to it.
  3. Click Forget This Network.
  4. Click Remove to confirm.
Android
  1. Open your available Wi-Fi networks (Settings > Connections > Wi-Fi).
  2. Click on CU Guest (or click the Settings icon next to it, if applicable).
    • If CU Guest isn't listed, navigate to Manage networks (More options icon > Advanced settings > Manage networks).
  3. Click Forget at the bottom of the page.
iPhone/iPad
  1. Go to Settings > Wi-Fi.
  2. Locate CU Guest, then tap the More Info icon next to it.
  3. Tap Forget This Network.
  4. Tap Forget to confirm.
How to Disable Auto-Connect/Auto-Join for eduroam
Windows
  1. Go to Settings > Network & internet > Wi-Fi.
  2. Click Manage known networks.
  3. Click on eduroam.
  4. If the Connect automatically when in range checkbox is ticked, click to disable it.
Mac
  1. Go to Apple > System Settings > Wi-Fi.
  2. Locate eduroam, then click the Details icon next to it.
  3. If Auto-Join is checked, click to disable it.
Android
  1. Open your available Wi-Fi networks (Settings > Connections > Wi-Fi).
  2. Click on eduroam or the Settings icon next to it, if applicable.
    • If CU Guest isn't listed, navigate to Manage networks (More options icon > Advanced settings > Manage networks).
  3. Turn off Auto reconnect.
iPhone/iPad
  1. Go to Settings > Wi-Fi.
  2. Locate eduroam, then tap the More Info icon.
  3. Tap the Auto-Join toggle to turn it off.
How to Remove the CU Secure Certificate from Your Device
Windows 11
  1. Go to Settings > Network & internet > Wi-Fi.
  2. Click Manage known networks.
  3. Locate CU Secure and click Forget.
MacOS 15 Sequoia
  1. Go to Apple > System Settings > General > Device Management.
  2. Select CU Secure and click the minus icon on the bottom left.
  3. Click Remove.
MacOS 14 Sonoma
  1. Go to Apple > System Settings > Privacy and Security.
  2. Click Profiles.
  3. Select CU Secure and click the minus icon on the bottom left.
  4. Click Remove.
Android 16
  1. Navigate to Settings > Apps > All apps.
  2. Long-press the JoinNow MultiOS icon.
  3. Tap Uninstall.
  4. Tap OK.
  5. Navigate back to Settings > Connections >Wi-Fi.
  6. Tap the three-dot icon on the upper right ("More options"), then tap Advanced settings > Manage networks.
  7. Tap CU Secure.
  8. Tap Forget.
iPhone
  1. Navigate to Settings > General > VPN & Device Management.
  2. Tap University of Colorado Boulder CU Secure MobileConfig.
  3. Tap Remove Profile and enter your phone's passcode.
  4. After entering the passcode, tap Remove.
iPad
  1. Navigate to Settings > General.
  2. Tap VPN & Device Management.
  3. Tap University of Colorado Boulder CU Secure MobileConfig.
  4. Tap Remove Profile.
  5. Tap Remove, then enter your passcode.
 

Secure Computing Devices

Troubleshooting Steps

If your Secure Computing device can't connect to CU Secure Wi-Fi, try the following troubleshooting steps:

  1. Confirm that you're within range of the network. CU Secure Wi-Fi is currently being tested in select campus buildings and cannot be accessed from any other location.
  2. Toggle your device's Wi-Fi off and on.
  3. Select CU Secure from your available Wi-Fi networks.
  4. Manually sync your device using the instructions below.
  5. Reboot/restart your device.

Learn how to identify a Secure Computing device.

Instructions

How to Manually Sync a macOS Device

Follow these steps to manually sync your device:

  1. Open Self Service+.
  2. Search for and run Update Inventory.
  3. Wait for the process to complete.
How to Manually Sync a Windows Device

Follow these steps to manually sync your device:

  1. Connect to the internet with any available network.
  2. Go to your Start Menu and open Settings.
  3. In the Settings window, click on Accounts in the left-hand menu.
  4. Click Access work or school.
  5. Click ad.colorado.edu to expand that section.
  6. Click the Info button.
  7. In the Managed by UCB-O365 window, scroll down and click the Sync button.
  8. Wait for the process to complete.

Note: For technical reasons, the display name for CU Secure Wi-Fi on Windows Secure Computing devices is CU Secure (Secure Computing), not CU Secure.

How to Remove a Manually Installed CU Secure Certificate
Windows 11
  1. Go to Settings > Network & internet > Wi-Fi.
  2. Click Manage known networks.
  3. Locate CU Secure and click Forget.
MacOS 15 Sequoia
  1. Go to Apple > System Settings > General > Device Management.
  2. Select CU Secure and click the minus icon on the bottom left.
  3. Click Remove.
MacOS 14 Sonoma
  1. Go to Apple > System Settings > Privacy and Security.
  2. Click Profiles.
  3. Select CU Secure and click the minus icon on the bottom left.
  4. Click Remove.
Android 16
  1. Navigate to Settings > Apps > All apps.
  2. Click on the JoinNow MultiOS app.
  3. Click Uninstall.
  4. Click OK.
  5. Navigate back to Settings > Connections >Wi-Fi. Click the three-dot icon on the upper right ("More options"), then click Advanced settings > Manage networks.
  6. Click on CU Secure.
  7. Click Forget.
iPhone
  1. Navigate to Settings > General.
  2. Click VPN & Device Management.
  3. Click on University of Colorado Boulder CU Secure MobileConfig.
  4. Click Remove Profile and enter your passcode.
  5. After entering the passcode, click Remove.
iPad
  1. Navigate to Settings > General.
  2. Click Profiles.
  3. Click on University of Colorado Boulder CU Secure MobileConfig.
  4. Click Delete Profile and enter your passcode.