There are various reasons why a computer would be unable to connect to the BYU Wireless Network. The following information will help troubleshoot and resolve network connectivity issues. If you need help while following any of these steps, call the Technology Support Center (801-422-4000 or it@byu.edu). For general information about the BYU wireless networks, see this article.

Note: For housing Internet troubleshooting see KB0027939. For issues with Eduroam or BYU-WiFi see KB0029570.

 

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Check Networks

• First check if your device can see the Eduroam or BYU-WiFi networks
  
  
  • If your device cannot see one or either:
    
    
    • Try moving to a different location and check again. It may be that you are in a low coverage area.
      
      
    • Try restarting your computer.
      
      
  • If you can't see any networks
    
    
    • Make sure your wireless card is turned on/updated (see step 7 for updating).
      
      
    • To turn on wireless card on Windows
      
      
      1. Open the Control Panel.
         
         
      2. From beneath the Network and Internet heading, choose View Network Status and Tasks.
         
         
      3. Choose the link on the left side of the window: Change Adapter Settings.
         
         
      4. Confirm that the Wireless Network Connection icon in the Network Connections Window is enabled.
         
         
      5. Sometimes there is a wireless switch on the side of the laptop.  Make sure that it is turned on.
         
         
    • To turn on wireless card on a Mac
      
      
      1. Open System Preferences.
         
         
      2. Click on Network Icon.
         
         
      3. Select AirPort.
         
         
      4. Check the status. If it is off, click Turn Airport On.

 

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Connect to a Network

• Try to connect to the Eduroam or BYU-WiFi network using KB0029570.
  
  
• Select the BYU-WiFi network. Open a browser such as Google Chrome and navigate to Google or another website. You will be given the option to login as a student, faculty member, or staff member, which is where you will be prompted to log in using your BYU NetID and password. If you are a guest, you can simply select "connect now" under Guest Access, which will give you 1 day of internet access.
  
  
  • If you cannot connect, try the following:
    
    
    1. Turn your wireless off and then back on.
       
       
    2. Restart your computer.
       
       
  • If you can connect but don't receive a steady connection or get disconnected randomly, go to step 6.
    
    
  • If none of these suggestions help, continue to Step 3.

 

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Forget the Network and Reconnect

• Forget the wireless network you are connected to and reconnect.
  
  
• Follow KB0026629 for instructions on how to forget a network on various types of operating systems.

 

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Check the IP Address

• For instructions on how to check your IP address, see KB0023419. 
  
  
• To access the internet, your computer must have a valid IP address.  10.x.xx.xx (except 10.0.xx.xx) and 128.x.xx.xx are the ONLY correct IP addresses. IP addresses that are similar to 169.254.xx.xx, 10.0.xx.xx, or 172.xx.xx.xx are invalid and won't allow a connection.
  
  
• If you receive the error message: "Media State Disconnected" it could be that the connection problem is coming from a virus, TCP/IP settings, or the wireless needs to be turned on. 
  
  
  • In the case of a virus, we recommend that you run a scan of your computer with a trusted anti-virus program and call the Technology Support Center (801-422-4000 or it@byu.edu). 
    
    
  • If the IP address is 169.254.xx.xx,this could mean that the IP address is self assigned. In this case, continue to step 6.
    
    
    • A 169.254.xx.xx address can also mean that your device is in quarantine. If after doing the other troubleshooting steps your device is still having issues then call the Technology Support Center (801-422-4000 or it@byu.edu).

 

If your IP address is correct according to the ones listed above, and you're not getting a connection, call the Technology Support Center (801-422-4000 or it@byu.edu) for help.

 

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Check Browser Proxy Settings

Chrome

1. Go to Settings.
   
   
2. Click on Show advanced settings.
   
   
3. Under Network, click on Change proxy settings.
   
   
4. On the Connections tab, click LAN Settings.
   
   
5. This should be set to Automatically detect settings.

 

Firefox

1. Go to Options.
   
   
2. Click Advanced.
   
   
3. On the Network tab, under Connection, click on ...
   
   
4. This should be set to Use system proxy settings.

 

Internet Explorer

1. Go to Tools.
   
   
2. Click on Internet Options.
   
   
3. On the Connections tab, click LAN Settings.
   
   
4. This should be set to Automatically detect settings.
   

 

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Update Wireless Driver

• If you cannot connect, or you get an intermittent connection, your wireless driver may be outdated.
  
  
  • To fix this, we recommend updating your wireless driver.
    
    
• To see instructions on how to update your wireless driver, see KB0026416. 
  
  
• It is generally recommended that for a Windows computer, you update your wireless driver at least twice a year.
  
  
• Known issue with RealTek drivers: see KB0033648 Known issue with eduroam and Realtek Wi-Fi cards.

 

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Check TCP/IP Settings

• The TCP/IP settings should generally be set to obtain an IP address automatically and to obtain the DNS server address automatically.
  
  
• For information on how to check these settings follow KB0023495. 

 

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Check DNS Settings

• Sometimes the DNS servers are not properly added when you initially connect. If your computer shows you are connected to Eduroam or BYU-WiFi, but you cannot access any websites, you may have improperly configured DNS. Follow the steps below for Windows 10 or Mac to configure the DNS.
  
  
  • Windows 10:
    
    
    1. Open Control Panel.
       
       
    2. Click on Network and Sharing Center.
       
       
    3. Click on Change adapter settings on the left side of the screen.
       
       
    4. Right click on Wi-Fi and select Properties.
       
       
    5. Left click Internet Protocol Version 4 (TCP/IPv4).
       
       
    6. Select the Properties button.
       
       
    7. Ensure Obtain DNS server address automatically is selected.
       
       
  • Mac:
    
    
    1. Go to the Apple menu and select System Preferences.
       
       
    2. Choose the Network control panel.
       
       
    3. Select Wi-Fi.
       
       
    4. Click Advanced.
       
       
    5. Select the DNS tab.
       
       
    6. Under DNS Servers, you should see the addresses for 10.8.0.2 and 10.8.0.8. 
       
       
    7. If you DO NOT see those addresses, select the + (Plus icon) under DNS Servers.
       
       
    8. Enter in the address 10.8.0.2. Click OK.
       
       
    9. Repeat the previous two steps and add 10.8.0.8.
       
       
    10. Click OK.
        
        
    11. Try and access the websites you were unable to access previously.
        
        
    12. If the websites still are not loading, reboot your computer. If that does not work, continue to the next step.

 

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Call the Technology Support Center (801-422-4000 or it@byu.edu)

Please have the following information available:

• Your current location - Building and Room number
  
  
• Device type: laptop, tablet, phone, etc.
  
  
• Operating System: Windows 7, Windows 8, Windows 10, OS X 10.10, iOS 8.x, Android 4.4, etc.
  
  
• MAC Address
  
  
• IP Address

 

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