Eduroam and BYU WiFi Master KB


The BYU Office of Information Technology provides wireless internet (WiFi) access to the BYU community across campus. Users with wireless-enabled computers or other devices may access the internet using this wireless service.

 

Table of Contents

 

Available Networks

There are currently two main wireless networks available across campus depending on your location:

Eduroam 

The Office of Information Technology encourages students, faculty and staff to use the Eduroam network wherever it's available. Eduroam provides the highest possible level of wireless network encryption and gives users the ability to use the eduroam networks at other participating universities. Eduroam may be used by any current faculty, staff member, or student. To search for participating schools, go to https:cat.eduroam.org/.

Users can connect/reconnect by:

 

 

BYU-WiFi

BYU-WiFi is intended for guests and devices that are unable to connect to eduroam. Guest users will only have access to public-facing BYU websites through the internet. Devices that do not have web browsers should use BYU-WiFi. These include (but are not limited to) Apple TVs, Chromecasts, and WiFi printers, which can join the network with no additional registration or configuration needed. Even though they are connected to BYU-WiFi, these devices are accessible to computers connected to Eduroam.

Connecting to Eduroam

See instructions below for your device.

Eduroam Features

Manual Setup Instructions

  1. Select the "eduroam" network on your device

  2. It will prompt you for a username, which MUST be formatted as <netID>@byu.edu. ex: oitbyu@byu.edu

  3. Enter your password, which should be your regular BYU password that you use to sign into all BYU websites

  4. Accept the security certificate.

Note: for device specific instructions, see sections below.

Wireless Protocols

The wireless 802.11ac standard is recommended, 802.11ax, 802.11n and 802.11g are supported.  
802.11b (found on very old devices such as older gaming consoles and portable devices) is not supported.

Most computers, cell phones and tablets should work with eduroam without issue.

Please note that smart devices are generally unable to connect to the Eduroam network.  Devices such as wireless printers, Chromecasts, smart TVs, AppleTVs, Amazon Echos or other similar products should connect to the BYU-WiFi network.  Services offered by devices connected to BYU-WiFi (such as Airplay on Apple TV) are still accessible to users on the eduroam network.

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Connecting to Eduroam for iPhone/iPad

The following are detailed instructions for manually connecting to and troubleshooting connecting to Eduroam from an iPhone or iPad. For general information, see Connecting to the Eduroam network.

Manually Connecting

  1. Open the "Settings" app.

  2. Under "Wi-Fi" select the network called "eduroam".

  3. Your device will prompt you for your username and password.

  4. The username needs to be formatted as <netid>@byu.edu.



  5. Your password will be your BYU password, the same one you use for all BYU websites.

  6. When you get prompted about a security certificate tap the text that says "Trust" at the top of the screen.  Installation of this certificate is required for Eduroam to function.



  7. At this point you should be connected to Eduroam and should be able to use the internet.                                                       

  8. If you are still having problems after following the above steps, see the Troubleshooting section at the bottom of this page.

    Note: There has been an issue recently that only applies to iPhones not being able to connect to Eduroam or BYU WiFi. This issue is caused by a bug in the code of IOS 14.0 and/or 14.1.  The device needs to be updated to IOS 14.2 to correct the issue. Once updated, the iPhone will connect to Eduroam. If the issue persists after updating the IOS, please contact the TSC at 801-422-4000 for assistance. 

    Note: Some users have been unable to connect to Eduroam while their iPhone's language is not English. Switching the language to English, connecting to Eduroam, and then switching back to the user's preferred language may resolve the problem.

Troubleshooting Option

  1. Open Settings
  2. Select General
  3. Scroll to the bottom and select Transfer or Reset iPhone
  4. Select Reset
  5. Select Reset Network Settings
  6. Enter your passcode if you have one
  7. If asked, enter your Screen Time passcode as well
  8. Tap Reset Network Settings again to confirm your decision

 

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Connecting to Eduroam for Windows

NOTE: If neither "eduroam" nor BYU-WiFi show up in their list of available networks in some buildings, they will need to update their wifi adapter before proceeding. Many buildings on campus have been upgraded to wifi-6. This newer protocol requires newer drivers to be able to even see the wif-fi-6 SSIDs.

The following is detailed instructions for manually connecting to Eduroam from a Windows based system.

  1. Click on the wireless icon in your system tray in the lower right corner of your desktop

    • Users of older versions of Windows can choose Start > Connect To: > Show all connections

  2. Select the desired network, eduroam. Your computer will prompt you for a username and password.

  3. Username needs to be formatted as <netid>@byu.edu."  

                     
      (Windows 10)                                                                    (Windows 8.1)

  4. Your password will be your BYU password, the same one you use for all BYU websites.

  5. Click "Connect" on the dialogue box that asks if you want to continue connecting.

                                                                                                                                 

  6. At this point, you should be connected to Eduroam and should be able to use it without issue.

  7. If you are still having problems after following the above steps, see the Troubleshooting section at the bottom of this page.

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Connecting to Eduroam for Android/Chromebook/Google Pixel

The following is detailed instructions for manually connecting to Eduroam for Android based system or Chromebooks.

Android users should use the following setup.

  1. EAP Method: Protected EAP or PEAP

  2. Phase 2 Authentication: choose MSCHAPv2

  3. Server CA certificate: Select "Do not validate" or "Do not check" from drop-down menu. If using a Google Pixel or Motorola phone, select "Use system certificates"

  4. Domain Suffix Match: Leave blank (if you selected "Use System Certificates", the domain is byu.edu)

  5. Username/Identity: <netid>@byu.edu

  6. Password: <Your own password>
  7. Anonymous identity: Leave blank

  8. All other fields: Leave blank 

 

It has been found that the above setup may not always work for all Chromebooks or Androids. If this is the case, try this setup, as well.

  1. EAP Method: Protected EAP or PEAP

  2. Phase 2 Authentication: Automatic

  3. Server CA certificate: Default

  4. Domain Suffix Match: byu.edu

  5. Username/Identity: <netid>@byu.edu
  6. Password: <Your own password>
  7. Anonymous identity: Leave blank

  8. All other fields: leave blank 

For some Google Pixel owners, they will not be able to connect until they set their Server CA Certificates to trust on first connection.

If the previous configurations are failing, try this one. This is a solution to issues related to the anonymous identity field. If the user's anonymous identity can't be left blank, and persists as "anonymous" throughout the setup, try this configuration. This has been found to be an issue on newer Google Pixel devices.

 

  1. EAP Method: Protected EAP or PEAP

  2. Phase 2 Authentication: MSCHAPv2

  3. Server CA certificate: Trust on first use

  4. Username/Identity: <netid>@byu.edu

  5. Anonymous identity: anonymous@byu.edu

  6. All other fields: Leave blank 

Please Note that the SSID is "eduroam". 

_______________________________________________________________________________________________________________________________________________________

Advanced Troubleshooting for Chromebooks - Only to be used by CNC 801-422-7576. This is guaranteed to break 99.9% of devices!

When neither of the above configurations for connecting to Eduroam work on a Chromebook, forward ticket to CNC. The CNC may decide to have the user download and run the Eduroam installer. 

            To do so:

            1. Connect to BYU-WiFi

            2. Go to cat.eduroam.org and click “Click here to download your eduroam® installer”

                 

           3. Choose Brigham Young University as the organization (if they are on campus, it should be at the top)

           4. Make sure the installer for Chrome OS is shown. If a different one appears (i.e., for Windows), click Choose another installer to download and choose Chrome OS

           5. Click the blue Eduroam button

           6. A text box will appear. Click Continue to confirm the download:

                   

            7. With the installer downloaded, have the user open a new tab in Chrome and go to c hrome://net-internals/#chromeos

            8. Under the Import ONC File heading, click Choose File

            9. Once a pop-up window opens, select the downloaded .onc file (probably eduroam-chromeos-BYU-BYU.onc) and click Open

          10. Try using the first configuration method listed under the Connecting to Eduroam for Android/Chromebook/Google Pixel heading above.

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Connecting to Eduroam for Mac

The following is detailed instructions for manually connecting to Eduroam from Mac systems.

For manual connection

  1. Make sure that you are running 10.9.5 or later on your computer

  2. Click on the wireless icon in the upper right corner of your desktop.

  3. Select the desired network eduroam. Your computer will prompt you for a username and password.

  4. Username needs to be formatted as (netid@byu.edu).

  5. Your password will be your BYU password, the same one you use for all BYU websites.

  6. Click "Join" to join the network.



  7. Click "Continue" when prompted to accept the security certificate.

  8. A computer administrator name and password will be required to install the certificate - this is a username and password on the computer, not one that is provided by or associated with BYU. It will be the same username and password that you normally use to install software on the device.

  9. If you are still having problems after following the above steps, see the Troubleshooting section at the bottom of this page.

Forgetting Networks

These steps only work for MacOS 13 and beyond. Instructions are similar for older versions, but the names of tabs are a little different. 

  1. Open the "System settings..."

     

  2.  On the left side, select "Privacy & Security" and select "eduroam" on the right side under "Profiles". You can now delete the profile by clicking the minus button.



    Note: If there is no Profile button, there is no old Eduroam profile stored, you can proceed to step 4.
     
  3.  Step 3: Delete eduroam profile. Please confirm the deletion of the profile by clicking "Remove".



  4.  Click the "Wi-Fi icon" at the top of the title bar and select "Wi-Fi settings".

     

  5.  Click on "Advanced" in the window. 

     

  6.  In the list of known networks, select "eduroam" if available, click on the circle with 3 dots and select "Remove From List". 

     

  7. You should now be good to set up eduroam again.

 

For some older versions of Mac OSX (MacOS 12 and earlier), these steps might not appear. You can also try these steps:

  1. From any Finder window, hit Command+Shift+G to bring up the "Go To Folder" field. Then enter the following path: 
     
  2. Delete the com.apple.network.eapolclient.configuration.plist file which will prompt for local admin credentials. Then restart the laptop or iMac and connect to eduroam.
 
  •  

Clear Cached Network Data

It seems that sometimes the Mac will still keep some information about the Eduroam network within it's configuration files. Deleting the config file by:

  1. Open Finder and click on "Go" at the top of the screen next to window "View" and "Window".
  2. Click on "Go to Folder" near the bottom of the dropdown menu.
  3. Type/paste in: /Library/Preferences/SystemConfiguration
  4. Delete com.apple.network.eapolclient.configuration.plist
  5. Restart the computer.
  6. Try connecting to Eduroam again.

Connecting to eduroam for Linux

  1. Click the NetworkManager applet (a pair of superimposed monitors, typically in the upper bar on the right), and then select the network name (eduroam). The "Wireless Network Secrets Required" window will appear.
  2. Configure the settings as follows:
    • Next to "Wireless Security:", select WPA & WPA2 Enterprise.
    • Next to "Authentication:", select Protected EAP (PEAP).
    • Leave the "Anonymous Identity:" field blank.
    • Click the button next to "CA Certificate:", and then browse to the certificate bundle file (/etc/pki/tls/certs/ca-bundle.crt).
      • For Ubuntu/Debian Linux systems connecting to Eduroam, the certificate might also be found at /etc/ssl/certs/ca-certificates.crt
    • Next to "PEAP Version:", choose Version 0.
    • Make sure "Inner Authentication:" is set to MSCHAPv2.
    • Next to "User Name:" enter your NetID@byu.edu. Next to "Password:", enter the password you use to access my.byu.edu.
    • Do NOT check Show password, as it will display your passphrase in clear text.

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Most computers, cell phones and tablets should work with eduroam without issue.  Devices without web browsers should use the BYU-WiFi network. Services offered by devices connected to BYU-WiFi (such as Airplay on Apple TV) are accessible to users on the eduroam network.

 

Wireless Protocols

The wireless 802.11ac standard is recommended, 802.11n and 802.11g are supported.  802.11b (typically only found on very old devices such as older gaming consoles and portable devices) is not supported.

 

Manual Setup Instructions

 

Detailed Instructions

Wi-Fi security: WPA & WPA3 with Transition mode
Authentication: Protected EAP (PEAP)
Anonymous identity: (leave blank)
CA certificate: ca-certificates.crt (found at /etc/ssl/certs/ca-certificates.crt)
PEAP version: Automatic
Inner authentication: MSCHAPv2
Username: netid@byu.edu
Password: ************

For a graphical walkthrough, follow the Ubuntu setup instructions here, using the information provided above.

Connecting to BYU-WiFi

BYU-WiFi Features

Connecting to BYU WIFI

To manually access the list of available networks if not automatically connected:

Note: Many modern devices will automatically pop up a web page for sign in once connected to the network.  These instructions are included in case this doesn't happen.

Connecting to BYU WIFI For Windows

  1. Click on the wireless icon in your system tray in the lower right corner of your desktop if available.

    • Users of older versions of Windows can choose Start > Connect To > Show all connections

  2. Select the BYU-WiFi network.

  3. Open a browser such as Google Chrome and navigate to google.com or another website, where you will be prompted to log in useing your BYU NetID and password.

    • You may see a security error if attempting to go to a secure site. This is normal behavior and you may proceed. One way to avoid this error is to attempt to access a non-secure website or a website you've never been to.

  4. To gain access to internal campus resources you must login with your netid and password. If you are not a current student, faculty, or staff you can click the link at the bottom of that screen for 1 day of guest access.

Connecting to BYU WIFI For Mac

  1. Click on the wireless icon in the upper right corner of your desktop and click on the BYU-WiFi network.

  2. Open a browser such as Google Chrome and navigate to Google or another website. You will be prompted to log in using your BYU NetID and password.

  3. If you don't want to login you can sign on as a campus guest for 1 day of internet access.

Connecting to BYU WIFI For Mobile Devices (Android and iOS)

  1. Go to settings and the click on the Wi-Fi settings, then select the BYU-WiFi network.

  2. Open up an internet browser (usually Safari on iOS devices and Chrome on Android devices) and navigate to Google or another website. You will be prompted to log in using your BYU NetID and password.

  3. If you don't want to login you can click the link at the bottom of the login box (below the login button) for 1 day of guest access.

Note: Some Samsung devices will pop up a message that says "Allow CaptivePortalLogin to access photos, media, and files on your device?" You can select "Deny" for this message. This is particular to Samsung devices and is not something that our sign-on system is asking for.

Authenticated Access

Users who log in with a NetID and password and have an active role with the university will have access to the internal campus network as well as internet access. This does NOT include data center access. This would allow a user to be able to perform activities such as printing to network printers and accessing internal network drives.

Guest Access

Users may click a link below the login box allowing for instant guest access.  This provides access to the internet but no access to internal campus resources.  Campus websites that are accessible via any public internet connection will still be accessible.

 

Note: There has been an issue recently that only applies to iPhones not being able to connect to Eduroam or BYU WiFi.  This issue is caused by a bug in the code of IOS 14.0 and/or 14.1.  The device needs to be updated to IOS 14.2 to correct the issue. Once updated, the iPhone will connect to WiFi. If the issue persists after updating the IOS, please contact the TSC at 801-422-4000 for assistance.  

 

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Eduroam and BYU WiFi Elevated Troubleshooting

Headless or "smart" devices (Chromecasts, AppleTVs, printers, Amazon Echos, etc.) are typically unable to connect to Eduroam.

These devices should be able to connect to BYU-WiFi without needing to enter a password or do any sort of registration.  If there are problems with these devices connecting with BYU-WiFi, get the MAC address and assign the INC to CNC-Network Service Center.

 

1. Gather Information

2. Check Clearpass error logs - Clearpass is the login system for both BYU-WiFi and Eduroam

 

3. Check IP Address

 

4. Check to make sure that their Active Directory Account is not locked out / is not being continually locked out by a device with an old or recently changed password

 

5. Does the customer get a Security Error in the web browser when using BYU-WiFI?

 

6. Does the customer connect to WiFi, but is unable to load webpages?

7. Please put the following information in one work log comment and assign to CNC-Network Service Center (if the KB has not been followed the incident will be sent back to TSC):

Note: Flushing the DNS has worked in past incidents and may help if other elevated troubleshooting measures do not.

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How to Use Clearpass

All error codes found at: KB0029648.

To access Clearpass, go to onboard.byu.edu and select the box in the top left that says "Clearpass Policy Manager.". For the service desk, the credentials are saved in Lastpass.

 

How to Check IP Address

This section covers how to check for a valid IP address and release and renew the IP address while troubleshooting wired/wireless network access problems.

Windows 7, 8 and 10

  1. Click the Start button.

  2. There will be a search bar at the bottom that says Start Search.

  3. Type command or cmd in the search bar and press enter.

  4. The Dos Prompt window should open.

  5. Type ipconfig at the prompt.

  6. Check for a valid IP address (listed as IPv4 Address).

  7. Type ipconfig /release and press enter.

    • An error may come up that says "The requested operation requires elevation."  This means that only the administrator can release the IP address.

    • Have the user click Start.

    • Click All Programs.

    • Click Accessories.

    • Right Click, Command Prompt.

    • Click Run as Administrator.

    • A box will come up asking for permissions, click Yes.

    • Type ipconfig /release again at the prompt and press Enter.

  8. Type ipconfig /renew and press Enter.

  9. Check for a valid IP address.

    • If the user gets the error "The operation failed as no adapter is in the state permissible for this operation", it means they have a static IP address. Check their TCP/IP settings.
  1.  

Note: If this method for finding an IP address does not work, use this optional method:

  1. Go to Control Panel, then Network and Internet, and then Network and Sharing Center.

  2. On the left side menu select Change Adapter Settings.

  3. Right Click on Local Area Connection or Wireless Area Connection and select Status.

  4. Click on the Details button.

Mac OS X

  1. Click the Apple button.

  2. Click on System Preferences.

  3. Click the Network icon (Under the Internet and Network subtitle).

  4. Select Ethernet from the options in the menu on the left side of the window, or for wireless problems, select Airport or Wi-Fi from the same list on the left.

  5. Click on the TCP/IP tab (on Mac OS 10.4 and older) or Advanced button (on Mac OS 10.5 and newer).

  6. Select Using DHCP in the Configure IPv4 field.

  7. Check for a valid IP Address.

  8. Click Renew DHCP Lease to get a new address.

  9. If the boxes are grayed out and will not allow changes, check in the bottom left of the window to see if they have been locked. To unlock this, click on the lock and it may have the user re-enter their computer user name/password.

Note: If problems continue:

 

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Escalation Rules

If an issue related to the wireless network cannot be resolved by the TSC, it might need to be escalated to the CES Network Center (CNC). If a TSC agent is submitting a ticket to them, they must use the provided template in ServiceNow.

Before a ticket is assigned to the CNC, the agent needs to make sure the ticket has a valid form of contacting the user just in case their current phone number in ServiceNow is outdated.

After a ticket is assigned to the CNC, the agent needs to direct the user to contact the CNC directly (at 801-422-7576) for follow-ups about their ticket. The agent should have the user write down the ticket number to make follow-ups easier.