Wi-Fi - Troubleshooting

These are the standard steps the Help Desk follows when assisting users with Wi-Fi connection issues. While many of these steps are simple enough for end users to perform on their own, others—such as resetting network settings—may have side effects, like needing to reconnect to other Wi-Fi networks or Bluetooth devices.

Getting Started

Verify Your Password
- One of the most common issues we see is users being able to log into KU services via a browser, but not connect to Wi-Fi.
- This often happens because the browser has stored the correct password, while the user may have forgotten it.
- Please confirm that you are using your current KU password when attempting to connect to Wi-Fi.

Need Help?

The Help Desk is available and ready to assist. For in-person support, visit Anschutz Library Room 201.

Password Troubleshooting

Open Private Browser Window
- See related article "Browser Troubleshooting" for instructions
Navigate to https://profile.ku.edu
Type user name and password
- A user who uses cached credentials may have forgotten their password and their browser has the correct password stored. This step is very important.
Can you Login?
1. Yes - Continue with the steps outlined for your operating system.
2. No
  - See related article "Browser Troubleshooting" for instructions on how to view your saved password.

Contact the helpdesk for further password support as needed.

Android & Chromebook

Android instructions where based on Samsung S23 running Android 14. Chrome instructions rely on Google's documentation.

Forget Network

Android:

Open "Settings"
Tap "Connections"
Tap "WiFi"
Find the network that you want to forget and click the settings gear to the right of it
Click "Forget"

Chromebook:
https://support.google.com/chromebook/answer/1056578?hl=en

Sign in to your Chromebook.
At the bottom right, select the "time".
Select "Settings"
In the "Network" section, select "Wi-Fi".
Select "Known networks".
Find the network you want to forget, then select "More" and then "Forget".

Date Time

Android:

Open "Settings"
Tap "General Management"
Tap "Date & Time"
Ensure "Automatic Date and Time" is toggled on.
Ensure "Automatic Time Zone" is toggled on

Chromebook:
https://support.google.com/chromebook/answer/177871?hl=en

DNS & VPN

DNS can be affected by personal VPN service providers as well as parental control software. Both of which are known to cause connectivity issues to KU services while on the KU Lawrence & Edwards campus. Simply turning off a VPN connection or uninstalling parental control software may restore access to KU Wi-Fi network.

Android:

Does not allow you to modify DNS settings.

Chromebook:

Open the Settings screen on your Chromebook by clicking on the notification tray and pressing on the cogwheel icon.
Click on the Wi-Fi tab at the top of the settings menu.
Click on the Wi-Fi network you are currently connected to.
Click on the Network tab. Once the section expands, click on the Automatic name servers window next to the Name servers tab and select "Automatic Name Servers"

Reboot Device

Android:

Hold Power Button down until "Power Menu" displays
Tap "Restart"
Wait for device to reboot

Chromebook:
https://www.lenovo.com/us/en/glossary/restart-chromebook/

Press and hold the "Power button" for a few seconds,
Choose "Restart" from the menu that appears. Give it a moment to shut down and start up again.

Wireless Switch

Android:

Open "Settings"
Tap "Connections"
Toggle Wi-Fi to an ON status as needed

Chromebook:

Instruction modified for KU Community. Orginal instructions pulled from:
https://www.google.com/chromebook/howto/connect-to-wifi/

Click on the "Quick Settings Panel" at the bottom right of your screen.
Click on “Wi-Fi icon"
Toggle Wi-Fi to an "ON" status as needed m

Reset Network Settings

Android:

Open "Settings"
Tap "General Management"
Tap "Reset"
Tap "Reset Wi-Fi and Bluetooth Settings"
- Warning - You will need to reconnect all Bluetooth devices and access to other Wi-FI network may be impacted as well.

Chromebook:
Same as "Forgetting Network"

iOS

These instructions where written based upon iOS 18. The screen shots provided are for an older version of iOS

Forget Network

Tap "Settings"
Tap "WiFi".
Find the network that you want to forget and tap "I" to the right of it.
Tap "Forget this Network".
Tap "Forget".

Date Time

To check your date and time settings:

Tap "Settings"
Tap "General"
Tap "Date & Time"

Your date and time settings should look similar to what is above if your on the Lawrence or Edwards campus. Otherwise the settings will be based upon your current location.

DNS & VPN

Tap "Settings"
Tap "Wi-Fi"
Tap "i" to the right of Jayhawk
Configure DNS should be to "Automatic"

Reboot Device

Please see apple's instructions for further details. https://support.apple.com/en-us/118259

Wireless Switch

Tap "Settings"
Tap "WiFi".
Ensure the toggle switch is on for "Wi-FI"

Reset Network Settings

To reset your network settings please:

Tap "Settings"
Tap "General"
Tap "Reset"
Tap "Reset Network Settings"
1. Warning - You may need to reconnect to other wireless network and blue tooth devices.

Mac

Instructions where written for Mac OS 14.4.1 Sonoma

Forget Network

These steps will walk you through forgetting the Jayhawk or EduRoam network.

Click on the "wireless symbol" in the top right.
Click "Wi-Fi Settings"
Click "Details"
Click "Forget this network"

Date Time

To adjust or verify your date and time:

Click "Apple Menu" Top Left
Click "System Settings"
Click "General"
Click "Date & Time"

Your date and time settings should look similar to what is below if your on the Lawrence or Edwards campus. Otherwise the settings should mirror your current location.

DNS, Proxies, VPN

Click on the "wireless symbol" in the top right.
Click "Wi-Fi Settings"
Click "Details"
Click "DNS"
- Your screen should look similar to what is below. If different values exists. Click the "minus (-)" to remove other entries.
Now click "Proxies"
- The bypass proxy settings should be blank. We've seen "LocalHost, 169.x.x.x" listed in here and it can cause connection issues.

Click "OK". If changes were made. Please reboot your device first.

Reboot Device

To start a reboot:

Click "Apple menu" top left
Click "Restart"

You may get a box asking if you want to reopen application after reboot is complete. You can decide what is best here.

Reset PRAM/ NVRAM

User's configuration data is stored in the PRAM/NVRAM when they use macOS — this includes wireless configuration information, which may cause issues when connecting to the Jayhawk network. Per Apple documentation:

NVRAM (nonvolatile random-access memory) is a small amount of memory that your Mac uses to store certain settings and access them quickly. PRAM (Parameter RAM) stores similar information, and the steps for resetting NVRAM and PRAM are the same.

If you're unable to sign into the Jayhawk network, have confirmed that your online ID and password are working for other services, and restarting the computer does not resolve the issue, KU IT recommends resetting your PRAM as the next troubleshooting step. You may need to set up other networks and system preferences as well after a PRAM reset, but your files will not be impacted by this process.

Shut down the computer. For this process, choosing "Restart" will not work.
Press the power button on your Mac to turn it on; you'll want to proceed to Step 4 immediately.
Hold down Cmd + Option + P + R on the Mac keyboard.
Wait and continue to hold down the keys while macOS boots; the computer may appear to restart. Apple recommends holding the buttons down for 20 seconds, but if your Mac plays a sound at start-up, you can release these keys after it plays the start-up sound a second time.

Once you release the keys, macOS should continue with starting up. Once you're able to log in, try connecting to the Jayhawk network again.

Wireless Switch

If you see no Wi-Fi networks listed when attempting to connect. The Wi-FI device may be turned on as shown below.

Click on the "wireless symbol" in the top right.
Click "Wi-Fi Settings"

Windows

These instructions were written for Windows 11

If your on a KU managed device. You may need to reach out to your technical support team for assistance. Some of the steps below require administrative credentials to proceed.

Forget Network

To forget the wireless network:

Click "Start" menu Icon
Click "Settings"
Click "Network & Internet"
Click "Wi-Fi"
Click "Manage Known Networks"
Click "Forget" found to the right of the Jayhawk network.

Date Time

To adjust your date and time:

Click "Start" menu Icon
Click "Settings"
Click "Time & Language"
Click "Date & time"
Your settings should mirror what is shown below.

DNS, VPN

Click "Start" menu Icon
Click "Settings"
Click "Network & Internet"
Click "JAYHAWK"
Verify "DNS" is set to "Automatic" as shown below.

If DNS is set to something else. Click "Edit" and change DNS to be "Automatic"

Reboot Device

Please see Microsoft for detailed information.
https://support.microsoft.com/en-us/windows/restart-reboot-your-pc-110262aa-fc79-1c33-7b00-c140ae3a6dac#ID0EBD=Windows_11

Wireless Switch

To see if the wireless network is turned on:

Click on "Wi-Fi" symbol found by the time clock.
If the "Wi-Fi" icon is grey click on the area shown in the red box

Reset Network Settings

The following commands must be executed in a command prompt with "Administrator privileges"

Opening Command Prompt

Type "CMD" into the search field.
Click "Run with Administrator Privileges"

Command to Execute: (Copy and Paste)

ipconfig /flushdns
netsh winsock reset
- This command requires you to reboot your computer

Troubleshooting Driver Issues

For windows there are a plethora of wireless networking adapters. Sometimes a driver simply does not work for one reason or another. These steps will help ensure your either on the latest driver or assist in downgrading the driver to see if connectivity can be restored.

Type "Device Manager" into the search field.
Click "Device Manager"
Double Click "Network Adapters" to expand the list
Locate, & Double Click on your "Wi-Fi network adapter"
- All Wi-FI adapters should have Wi-FI or Wireless designated in the name
- Wi-FI adapters with any sort of symbol over on top of the icon may indicate a problem with the device.
  
  The image above depicts a wireless network adapter that has been disabled. Other icons may include a yellow triangle with ! point, or a red stop sign. IT helpdesk may be able to assist with these devices. We recommend you bring the device to Anschutz Library Room 201 for in person support.
Click "Driver"
Click "Update Driver"
Click "Search automatically for drivers"

If windows indicates the latest driver is already installed please "Roll" the driver back following the steps outlined below. If the driver was updated. Please reboot your computer and try again.

To roll back the driver

Once your back to the Wi-Fi driver properties. Simply click "Roll Back Driver"
Select a reason typically "For another reason"
- Fill in "Troubleshooting, Other, or something else"

Wireless Driver Reinstallation Instructions
For Help Desk Use Only. Proceed at your own Risk.

We strongly recommend visiting Anschutz Library Room 201 for in-person support. If you choose to proceed with the steps below, please back up your data and proceed with caution.

Step-by-Step Instructions

Gather Device Information
- Record the make and model of the laptop.
Download Wireless Drivers
- Visit the manufacturer’s website.
- Locate and download the wireless network driver specific to your laptop model and wireless card.
- Save the driver files to a USB flash drive.
Uninstall Wireless Device
- Open Device Manager.
- Locate your wireless network adapter.
- Right-click and select “Uninstall Device.”
- Important: Do not check the box to delete the driver software unless you have already downloaded the correct drivers from the manufacturer’s website.
- Click “Uninstall.”
Reboot Your Computer
- After the device is uninstalled, restart your computer.
- Use the USB flash drive to reinstall the wireless drivers if needed.

Next Steps: Advanced Wireless Driver Troubleshooting
For Help Desk Use Only. Proceed at your own Risk.

If the issue remains unresolved, follow these steps to fully remove and reinstall the wireless driver:

1. Remove Existing Wi-Fi Software

Open Control Panel > Uninstall a Program.
Look for any Wi-Fi-related software (e.g., Intel PROSet, Killer Wireless, etc.).
Uninstall any Wi-Fi software found on the device.

2. Check Device Manager

Open Device Manager.
Locate the wireless network adapter under Network Adapters.

3. Evaluate Device Status

If the adapter is still listed:
- Proceed with the uninstall steps below.
If the adapter shows a yellow warning icon or is missing:
- Reboot the computer.
- Reinstall the wireless driver using the previously downloaded installer.

4. Uninstall the Wireless Adapter

Right-click the wireless adapter and select “Uninstall Device.”
- Important: Check the box to delete the driver software unless you have already downloaded the correct drivers from the manufacturer’s website.
Click “Uninstall.”

5. Reboot the Computer

After uninstalling, restart the computer.
Use the USB flash drive to reinstall the wireless driver if needed.

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Wi-Fi - Troubleshooting

Getting Started

Need Help?

Step-by-Step Instructions

1. Remove Existing Wi-Fi Software

2. Check Device Manager

3. Evaluate Device Status

4. Uninstall the Wireless Adapter

5. Reboot the Computer

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