Wi-Fi - Troubleshooting

Summary

Wireless network support help for Android, Chromebook, iOS, Mac, and Windows devices.

Body

Summary

The following article gives guidance for users who are able to log in to KU services through a browser but cannnot connect to Wi-Fi. This happens when the browser has stored the correct password, but the user may have forgotten it. To resolve the issue, continue reading below. If you are still unable to resolve the issue, you may contact the KU IT Help desk.

Prerequisites

KU Online ID
- You must enter your KU Online ID to submit tickets online.

Reference Items

IT Help Desk Contact Information
- Includes the IT Help Desk's phone number, email, business hours, and address.
Web Browser - Troubleshooting Tips for Desktops and Laptops
- Details common troubleshooting topics for Chrome, Edge, Firefox, and Safari web browsers.

Password Troubleshooting

Open Private Browser Window.
- See related article "Web Browser - Troubleshooting Tips for Desktops and Laptops" and go to the section titled Open a Private Browsing Window for instructions.
Navigate to https://profile.ku.edu and type in your online ID and password.
- A user who uses cached credentials may have forgotten their password and their browser has the correct password stored.
If you are able to successfully login, you can continue to the appropriate section below with the steps outlined for your operating system.

If you are unable to login, go to the article "Web Browser - Troubleshooting Tips for Desktops and Laptops" and go to the section titled Viewing Saved Credentials for instructions on how to view your saved password.

Android and Chromebook

Android instructions were based on Android 16. Chromebook instructions rely on Google's documentation.

Android - Date Time

Tap: Settings.
Tap: General Management.
Tap: Date & Time.

Ensure Automatic Date and Time and Automatic Time Zone is toggled on.

Android - DNS and 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 and Edwards campuses. 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.

Android - Forget Network

Tap: Settings.
Tap: Connections.
Tap: Wi-Fi.
Find the network that you want to forget and click: the Settings gear icon to the right of it.
Tap: Forget.

Android - Reboot Device

Swipe down twice from the top of your phone screen to open the Quick Settings Panel.
Hold the Power/Restart button until the Power Menu displays.

Tap: Restart.

Wait for device to reboot.

If you need to do a hard restart, you can hold down the physical power button and the Volume Down button simultaneously for about 10-15 seconds until the screen turns off. Then push the power button again to start it back up.

Android - Reset Network Settings

Tap: Settings.

Scroll down and tap: System.
Tap: Reset options.
Tap: Reset Wi-Fi and Bluetooth Settings.

You will need to reconnect all Bluetooth devices and access to other Wi-FI network may be impacted as well

Confirm by tapping: Reset in the pop-up window.

Android - Wireless Switch

Tap: Settings.
Tap: Connections.
Toggle: Wi-Fi to an ON status as needed.

Chromebook - Date Time

Sign in to your Chromebook.

Go to the bottom right-hand corner and select: the time, then select: the Settings gear icon.
Scroll down on left sidebar menu and select: System preferences, then select: Time zone.

On the Time zone screen, click the radial button next to Set automatically if not already selected.

Chromebook - DNS and 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 and Edwards campuses. Turning off a VPN connection or uninstalling parental control software may restore access to KU Wi-Fi network.

Go to the bottom right-hand corner and select: the time, then select: the Settings gear icon.
Click: Network in the left sidebar menu, then select: Wi-Fi.
Click the arrow on the right of 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.

Chromebook - Forget Network

Sign in to your Chromebook.
Go to the bottom right-hand corner and select: the time, then select: the Settings gear icon.
In the Settings window, select: the Network section, then select: Wi-Fi.

Select: Known networks, then find the network you want to forget and click the arrow on the right-hand side.
In the new window, click: Forget.

Chromebook - Reboot Device

Press and hold the refresh key and tap the Power button for a few seconds. Your Chromebook should promptly restart.

Chromebook - Reset Network Settings

Chromebook steps are the same as those outline in sub-section "Forget Network - Chromebook" above.

Chromebook - Wireless Switch

Click on the Quick Settings Panel at the bottom right of your screen, then click the Wi-Fi icon.
Toggle: Wi-Fi to an ON status, then select the desired Wi-Fi network you want to connect to.

iOS

These instructions were written based upon iOS 26.

Date Time

To check your date and time settings, follow the instructions below.

Tap: Settings.
Tap: General.
Tap: Date & Time.
Your date and time settings should look similar to the image below if you are on the Lawrence or Edwards campus. Otherwise, the settings will be based upon your current location.

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. To verify your DNS settings please:

Tap: Settings.
Tap: Wi-Fi.
Tap: ⓘ to the right of JAYHAWK.
Configure DNS should be set to Automatic.

Forget Network

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

Reboot Device

To reboot your device, please follow the instructions below.

Press and hold either volume button on the left side of your phone and the side button on the right side of your phone until the power-off slider appears
Drag the slider to the other side, then wait 30 seconds for the device to turn off.

To turn device back on, press and hold the side button on the right side of phone until you see the Apple logo.

Reset Network Settings

To reset your network settings please:

Tap: Settings.
Tap: General.
Scroll down and tap: Transfer or Reset iPhone.
Tap: Reset.
Tap: Reset Network Settings.

You may need to reconnect to other wireless network and Bluetooth devices.

Wireless Switch

Tap: Settings.
Tap: Wi-Fi.
Ensure the toggle switch is on for Wi-FI.

Mac

Instructions were written for macOS Tahoe Version 26.

Date Time

To adjust or verify your date and time, follow the steps below.

Click: the Apple icon in the top left corner and select: System Settings... from the dropdown menu.
Click: General and then click: Date & Time.

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

DNS, Proxies, and VPN

Forget Network

Click: the System Settings application from your dock.
Select: Wi-Fi from the left-hand sidebar menu. Then find the network you want to forget from the list of wi-fi networks and click: the three dots to the right of the network.
Select: Forget This Network from the dropdown menu.
A window will open confirming you want to forget the selected network. Click: the Forget button.

Reboot Device

To reboot your Macbook, follow the steps below.

Click: the Apple icon in the top left corner, then select: Restart.

A pop-up window will open confirming you want to restart your computer now and if you'd like to reopen windows when logging in. Decide as appropriate regarding reopening windows, then click: Restart.

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 are 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.

Click: the Apple icon from the top left corner and select Shut Down... from the dropdown menu.
A pop-up window will open confirming you want to shut down your computer now and if you'd like to reopen windows when logging in. Decide as appropriate regarding reopening windows, then click: Shut Down.

Press the power button on your Mac to turn it on and immediately hold down Cmd + Option + P + R simultaneously on the keyboard until you hear the Mac startup chime play a second time or after the Apple logo appears and disappears again. This will reset your PRAM/NVRAM.

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 do not see any Wi-Fi networks listed when attempting to connect the Wi-Fi device may not be turned on.

Click: the wireless symbol in the top-right corner of your screen and select: Wi-Fi Settings... from the dropdown menu.

Select: Wi-Fi from the left-hand sidebar menu and check the toggle switch.

If necessary, toggle the switch to ON, then click: the Connect button next the desired network.

It may take a few seconds for a list of available networks to generate.

Windows

These instructions were written for Windows 11.

Date Time

To adjust your date and time:

Click: Start menu, then select: Settings.
Click: Time & language.
Click: Date & Time.
Ensure that Set time zone automatically and Set time automatically are toggled on.

DNS and 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. To verify your DNS settings please:

Go to: Start menu then select: Settings.
Click: Network & internet.
Click: Properties next to JAYHAWK.
Verify that DNS server assignment is set to Automatic (DHCP).
If it is set to something else, click: the Edit button.
Select: Automatic (DHCP) from the dropdown menu, then click: Save.

Forget Network

To forget the wireless network:

Click: Start menu then select: Settings.
Click: Network & internet, then click: Wi-Fi.
Click: Manage known networks.

Click: Forget to the right of the network you wish to forget.

Reboot Device

Go to: Start menu, then select: the Power button, then select: Restart from the dropdown menu.

Reset Network Settings

To refresh Windows network communication, perform the steps below.

Go to: Start menu and type: CMD into the Search field.
Command Prompt selection will appear. Click: Run as administrator (requires administrator access).
Enter the following commands:
1. ipconfig/flushdns
2. netsh winsock reset. This command will require you to reboot your computer after running it.

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.

Go to: Start menu and type: Device Manager into the Search field.
Click: Device Manager.
Double click: Network Adapters to expand the list.
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.
In the new window, click: Driver, then click: Update Driver.

In the new window, 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 you are back to the Wi-Fi driver properties, click: Roll Back Driver.
Select a reason (typically, For another reason).
- Under "Tell us more," type: Other.

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 and record the make and model of the laptop.
Download wireless drivers
1. Visit the manufacturer’s website.
2. Locate and download the wireless network driver specific to your laptop model and wireless card.
3. Save the driver files to a USB flash drive.
Uninstall wireless device.
1. Open Device Manager.
2. Locate your wireless network adapter, then right-click and select: Uninstall Device.

In the Uninstall Device window, click: Uninstall.

Do not check the box to delete the driver software unless you have already downloaded the correct drivers from the manufacturer’s website.

Reboot Your Computer.
1. After the device is uninstalled, restart your computer.
2. 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.
Click: Uninstall.

Check the box to delete the driver software unless you have already downloaded the correct drivers from the manufacturer’s website.

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

Wireless Switch

To check if the wireless network is turned on:

Click: on the Wi-Fi icon on the Windows taskbar next to the clock.
If the Wi-Fi icon is greyed, click on the Wi-Fi button to enable it

If connected to a Wi-Fi network, it should appear as shown below.

Article Changelog

7/10/2026

Created Android and Chromebook sub-sections and alphabetized all lists.

6/05/2026

Article updated with texts and images.

4/22/2026

All article image alt-text updated.

1/25/2026

Article updated to basic visual standard.

Details

Article ID: 18855

Created

Tue 10/15/24 3:32 PM

Modified

Fri 7/10/26 12:45 PM

Wi-Fi - Troubleshooting

Summary

Body

Summary

Prerequisites

Reference Items

Password Troubleshooting

Android and Chromebook

Android - Date Time

Android - DNS and VPN

Android does not allow you to modify DNS settings.

Android - Forget Network

Android - Reboot Device

Android - Wireless Switch

Chromebook - Date Time

Chromebook - DNS and VPN

Chromebook - Forget Network

Sign in to your Chromebook.

Chromebook - Reboot Device

Chromebook - Wireless Switch

iOS

Date Time

DNS & VPN

Forget Network

Reboot Device

Reset Network Settings

Wireless Switch

Mac

Date Time

DNS, Proxies, and VPN

Forget Network

Reboot Device

Reset PRAM/ NVRAM

Wireless Switch

Windows

Date Time

DNS and VPN

Forget Network

Reboot Device

Reset Network Settings

Troubleshooting Driver Issues

Wireless Switch

Article Changelog

Details

Details

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