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

TROUBLESHOOTING STEPS

The majority of wireless incidents are resolved by (re)installing Cloudpath - see setting up wireless connections using automatic setup. If you continue to 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:

• Fix Wi-Fi connection issues in Windows (Microsoft)
• Wireless LAN (Wikipedia)