Home Network Issues
University of Colorado sites (and others) not accessible on CenturyLink
- Issue: Multiple users have reported issues accessing sites including colorado.edu and Canvas from a home network using CenturyLink. Our technicians have found the root cause in these cases being new routers that are auto set to have a dynamic DNS.
- Workaround: To fix, access your router settings and change to static DNS. OIT recommends using this guide for macOS, or this guide for Windows 10.
If after trying this you are still unable to connect to Canvas you can try flushing the DNS to ensure there is not incorrectly cached data affecting it, here is a guide for flushing the DNS on both MacOS and Windows 10.
If you still have trouble, or the above information does not work, please contact the IT Service Center 303-735-4357 or firstname.lastname@example.org.
Multicasting Issues (Apple TV, Google Chromecast, etc.)
- Impact: The multicasting functions requied by Apple TVs, Google Chromecasts, and other smart home devices cannot be used on the UCB Wireless network. Multicasting is what allows you to "cast" or "mirror" to the device from another device, like your phone or laptop. While multicasting works well over small networks, it causes performance issues for large networks such as UCB Wireless and therefore it is not enabled at CU Boulder.
- Workarounds: At this time there are no workarounds for casting and mirroring with multicast devices on UCB Wireless.
A Weak or Spotty Wireless Signal
- Impact: Wireless signals can be affected by environmental issues such as bookcases, desks, and other large furniture, as well as interference from 2.4 and 5 GHz phones, microwave ovens, Bluetooth devices, and wireless game controllers.
- Workarounds: Use a wired connection whenever available, especially in dorms. If you would like a second Ethernet jack enabled in your dorm room, please contact the IT Service Center 303-735-4357 or email@example.com.
Phone Connection Issue in Residence Halls
- Impact: Phones, and iPhones in particular, frequently disconnect from campus Wi-Fi networks in residence halls on the main campus.
- Workarounds: Until this issue is resolved, OIT is conducting weekly Wi-Fi radio resets to minimize the connectivity issues on Sundays at 1 am. The following troubleshooting steps can also help provide relief for this issue:
- Restart your phone weekly, if not daily.
- Connect to UCB Wireless, then open a browser to make sure you are not being prompted to register on the network.
- iPhone owners: If you still have connection issues after following steps 1 and 2, try these steps:
- Ensure you are running the latest iOS version; iOS 11 has known Wi-Fi connection issues.
- Go to General, choose Reset, then Reset Network Settings. Then try reconnecting to UCB Wireless.
- If you still have connections issues after following these steps, please contact the IT Service Center at 303-735-4357 or complete the Network Troubleshooting Form for help.
- Resolution: The Wi-Fi vendor has been engaged to identify the root issue.
Security Issues With Wireless
- Impact: Wireless service is shared with other users and is inherently less secure than wired connections.
- Resolution: Whenever sensitive data is transmitted on wireless, a VPN should be used for secure data transmission.
Incompatibility with iPhones on iOS 13
- Issue: iPhone users who have upgraded to iOS 13 may have issues connecting to eduroam. If the device has not connected to eduroam before upgrading to iOS 13, it may not connect without additional permissions changes. If the device connected to eduroam before upgrading, the permissions needed to connect should be grandfathered in.
- Workaround: Use a different wireless network (e.g. UCB wireless or UCB Guest Wireless) while on campus.
- Resolution: OIT is currently working to provide assistnace for users who have trouble connecting.
Can't install configuration software using Chrome on iOS
- Issue: The Secure W2 on-boarding page is not currently compatible with Chrome for Apple iOS and the software can't be accessed.
- Workarounds: Use a different browser when on-boarding with Apple iOS devices (e.g. native Safari app).
Android device fails to connect without phone PIN
- Issue: Due to the secure nature of eduroam, some Android users may run into a browser error page that will not allow them to continue without setting a pin for their phone lock screen.
- Workaround: Set a lock screen pin for your Android phone, then you should be able to get started with eduroam on your device.
Reauthentication screen appears when switching SSIDs
- Issue: When toggling between SSIDs (i.e. switching from eduroam to UCB Wireless), a reauthentication may be necessary. This is because the SSIDs are different NAC policy zones and have different authentication requirements.
- Workaround: There is no true workaround as the authentication is necessary, but staying on the same SSID on a device will limit reauthentication.
Changed password in Identity Manager causes authentication failure
- Issue: Due to the nature of your eduroam credentials being stored locally on your device, changing your IdentiKey password using Identity Manager will cause an eduroam authentication failure.
- Solution: Depending on your operating system you may be prompted to re-enter your credentials. If not prompted, the most reliable method for correcting the authentication issue is to repeat the onboarding process. The following tutorials explain this process:
Laptop cannot connect to Eduroam due to invalid Server Certificate
- Issue: Users have reported they cannot connect to eduroam using their laptop, though it may work on their phone or tablet. This can be caused by the eduroam Server Certificate not being loaded on the laptop.
- Workaround: Disable the Server Certificate Validation for the eduroam network in your computer's wireless settings. This check may not occur with all operating systems.
- Solution: Install eduroam Server Certificate on end-user computer.
Help for Network Issues
You can get help with campus network issues by contacting the IT Service Center or completing the Network Troubleshooting Form.