Troubleshooting wireless connection issues

Overview

This article describes the troubleshooting steps you can take if you're having issues with wireless connections on campus.

Details

Unable to connect to SFUNET-SECURE/eduroam

If you were able to connect to SFUNET-SECURE/eduroam in the past but can't anymore, your device may have an expired Wi-Fi profile or certificate that needs to be removed before re-connecting:

 

Other connection issues

If you can't connect or experience frequent disconnects or slow wireless service, try the following:

  1. Ensure you are using a valid SFU computing ID.
  2. Ensure you are connecting to the SFUNET-SECURE network.
  3. Ensure all operating system updates are installed.
  4. Ensure the latest wireless drivers are installed (macOS includes drivers as part of the Operating System updates).  Drivers make a significant difference to the performance of your wireless connection. Please find the newest available driver for your wireless device from the vendor's website.
  5. Disable any power saving features on the wireless card.
  6. Use devices that support at minimum WiFi 5 (802.11ac) on the 5ghz band. Use the Wi-Fi Certified Product Finder to determine if your device supports WiFi 5.

 

Report an issue

If after following the above suggestions connectivity has not improved, please report an issue and provide the following information:

  1. Your first and last name
  2. Your SFU computing ID
  3. Your wireless MAC address
  4. Your wireless IP address
  5. Your device type and Operating System version (for example, iPhone running iOS 15.4, PC laptop running Windows 11, etc.)
  6. Building and room number where you are experiencing the connectivity issue
  7. The date and time(s) you are experiencing the connectivity issue
  8. What is the nature of the connectivity issue?
    1. Are you able to connect to wireless and browse www.sfu.ca?
    2. Is the connection slow?
    3. Does the wireless connection fail intermittently or totally?
    4. Did you note others in the area experiencing the connectivity issue?

 

Other resources

The following references may be of use for both troubleshooting and general information:

Print Article

Related Articles (1)

Connecting to Wireless Networks Using Automatic Setup (all devices)
Learn how to connect to wireless networks on campus using the automatic setup process.

Related Services / Offerings (1)

Wireless Connectivity (Wi-Fi)
Provide wireless (Wi-Fi) connection to access campus internet services.