Wireless Handy Guide - Windows Troubleshooting Instructions

Introduction

This guide assumes that you have tried connecting to our campus wireless network by following the instructions in Wireless - Windows Basic Setup. If you haven't, please read that document, as most issues are resolved by following the instructions outlined there.

Internet Explorer 7 or Firefox 2.0 Users:

Please see Wireless - Windows Basic Setup for those instructions!

Want to print these instructions out?

Please go back to the Wireless Guides page for the downloadable version!

Otherwise, this document serves to help you troubleshoot your connection!

Again, here is what you will need to have - please double-check that you have everything ready to go:

Wireless-enabled laptop: This means that you must have a laptop with wireless capability built-in, or you must have an external wireless card. NOTE: The card must be compatible with the 802.11b signal! That is, the card must say "802.11b" or 802.11g" on it. If it says "802.11a" only, then the card will not work on our network!
Wireless network name: engarde
Your eGCC Username and Password: If you are an employee here at GCC, your eGCC Username and Password usually is NOT the same as your Glory login information. You would use your eGCC Username and Password login information to access machines in the High Tech Centers and in the classrooms. If you have forgotten your eGCC Username and Password, please contact Technology Research & Implementation at (623) 845-3482 for assistance.

Note: This guide assumes that Windows XP, Service Pack 2 (SP2) is the operating system on your laptop. Some of these instructions may also work on laptops with Windows 98 as the operating system - of course, please stop by for assistance at any time!

Here's a screenshot of a Windows laptop running Windows XP, SP2. The magnified area in the center of the screenshot is where the Wireless icon is located.

Troubleshoot 1: Is the Wireless card (internal or external) turned on right now?

There are three steps to take to check the status of your wireless card. Here, we'll go through all three.

1. Do you see the "Wireless notification icon" in the taskbar?

WinXP default wireless notification icon

Default Windows Wireless notification icon: The default Wireless notification icon in Windows is seen in the picture to the right. Specifically, the icon looks like a computer with three curvy lines.

Since you're having trouble detecting the wireless network, a little red "x" should appear next to the computer to indicate that no connection between your laptop and the network has been established. If you put your mouse cursor over the icon, a message similar to the one shown in the picture appears.

Non-Windows Wireless notification icon: Depending on the manufacturer of your card, you may or may not see the default Windows Wireless notification icon. In fact, in the case of many cards, you might have the manufacturer's own software managing your wireless connections. Some examples of non-Windows Wireless notification icons can be seen to the right.

However, one thing to note is that sometimes the non-Windows Wireless notification icon may appear regardless if the card is actually turned on. To confirm, simply double-click on the icon to open the manufacturer's wireless software, which should then tell you if the card is active.

2. Has the card, internal or external, been physically activated?

Internal wireless card: Please look on your laptop for a button with the symbol like the one on the right, or a little switch that has the same symbol next to it. Ensure that the button is glowing (newer laptop models) or that the switch is set to the "on" position.

External wireless card: Please take a look at the lights on the card - if none of the lights are turned on, that usually means your card hasn't been connected properly. Please ensure that your card is snugly plugged into the socket of your laptop. There should be a light that blinks when there's activity - if the light blinks at random times, then that usually means data is being sent or received, and your card is active.

3. Has the wireless card been enabled in the system?

To check (and ultimately enable it if needed), usually you just need to go to the Start Menu, go to "Settings" and select "Open Network Connections". Then double-click on the icon for the Wireless card to enable it. If the card is disabled, the icon in the "Network Connections" window will be grayed out.

Troubleshoot 2: The card is active, but has the "engarde" network been properly configured?

To check, please double-click on the Wireless notification icon. If you don't see the "engarde" network listed in the white box to the left, please click on "Change advanced settings".

Wireless network connection properties dialog

Now, when you clicked "Change advanced settings" in Step 2, the window to the left should have appeared. And, the window in Step 2 should have disappeared.

At first, the window will open to the "General" tab. Please click on the "Wireless Networks" tab at the top. Then, locate the "Preferred Networks" section in the bottom half of this window.

If you do not see "engarde" listed, then please click the "Add..." button to add the "engarde" network to your list.

If you do see "engarde", chances are that the settings for it weren't configured properly. In this case, please click on "engarde" once and then click the "Remove" button. Now, click the "Add..." button to add the "engarde" network to your list.

When you click the "Add..." button, the window to the right should appear. Here, we're going to enter in the information needed to set up our wireless connection to "engarde".

In the "Network name (SSID)" text box, please type engarde. Ensure that "engarde" is typed in all lower-case letters!
In the "Data encryption" drop-down box, please select the Disabled option.

Once you ensure that the window on your computer looks the same as the one on the right (without the arrows), please click on the "OK" button to save your configuration settings for "engarde". You should be brought back to the window you last came from - the "Wireless Network Connection Properties" window. Please click "OK".

Troubleshoot 3: Is the card manufacturer's software controlling your wireless card's connections?

Wireless network connection properties, everything set up

Recall in Troubleshoot 1, there's mention that you might have the manufacturer's own software managing your wireless connections.

To check to see if this is the case, please double-click on the default Windows wireless notification icon, just like in Troubleshoot 2. Please follow the procedure in Troubleshoot 2 until you get to the window on the left.

Do you see the first checkbox at the top, which says: "Use Windows to configure my wireless network settings"? If the box isn't checked, then your manufacturer's software is controlling the wireless card's connections. Locate the non-Windows wireless notification icon in the taskbar on your desktop and double-click on it. Then, configure your card (network is "engarde", WEP encryption is disabled).

Troubleshoot 4: Do you access a database that requires you to configure your internet connection in a special way? If so, it's possible you set up a proxy.

Sometimes, you have to access a database or logon to the internet through a special web address. This isn't common for most people, but just in case, here's how you check. These instructions assume you're using Internet Explorer - the instructions for other browsers like Mozilla Firefox and Opera are very similar.

Open a new Internet Explorer browser window. Then, locate the "Internet Options" menu item, usually located in the "Tools" menu.
The "Internet Options" window will appear. Please go to the "Connections" tab, as shown in the first, top picture.
Please click on the "LAN Settings" button at the bottom of the window.
Now, you should see the "LAN Settings" box appear, just like the one in the second, bottom picture. If the box next to "Use a proxy server..." is checked, then please uncheck the box. Click the "OK" button to save your changes, and then when you find yourself back at the "Internet Options" window, click "OK" again to confirm your changes.
Close all Internet Explorer windows. Then, open a new Internet Explorer window to see if you reach the login screen for the GCC network.

Troubleshoot 5: If you primarily use a dial-up connection, has your laptop been configured to always dial a connection?

This is usually evident when a dial-up box appears whenever you open a browser window. Such a box might look like the one to the right.

To fix this, we're going to follow most of the steps outlines in Troubleshoot 4.

Open a new Internet Explorer browser window. Then, locate the "Internet Options" menu item, usually located in the "Tools" menu.
The "Internet Options" window will appear. Please go to the "Connections" tab.
Now, do you see the three radio buttons below the text "Choose settings if you need to configure a proxy server for a connection"? Make sure that the radio button next to "Dial whenever a network connection is not present" is selected. This ensures that you are prompted to use your dial-up connection when you're not going to use your wireless connection.
Click the "OK" button to save your change. Then, restart Internet Explorer by closing all of the Internet Explorer windows you have open, and then open a new Internet Explorer window. You might see a box pop up like the one below. Simply click "Connect" to continue.

Troubleshoot 6: Is the card getting its IP address and DNS configuration automatically?

Typically, this is something most people wouldn't need to worry, as this option is utilized by people who specially configure their wireless networks to accept a specific range of IP addresses. Nonetheless, it's something worth checking into.

Wireless Network Connection Properties - tcpip selected

Please double-click on the default Windows wireless notification icon, just like in Troubleshoot 2. Now, in the window that appears, click on the "Change Advanced Settings" link to get to the "Wireless Network Connections Properties" window.
This time, stay on the "General" tab, so you see something like in the first, top picture. Do you see where it says "Internet Protocol (TCP/IP)"? It might say something different in your case. Please double-click on that phrase such that the window in the second, bottom picture appears.
Ensure that the radio buttons next to both "Obtain an IP address automatically" and "Obtain DNS server addresses automatically" are both selected. If neither aren't, this is the reason why you're most likely not able to connect to the GCC wireless network.

Troubleshoot 7: I am still unable to connect. What is the next step?

Now, if you have gotten this far and you're still unable to connect to the wireless network, here are a few things to consider:

A step in the basic setup process might have been skipped. Try starting the whole basic setup process again from scratch - oftentimes, that's all that's needed!
The network name might have been mistyped - if our network name is not typed with all lowercase letters (engarde), then the network will not be detected. Network names are always case-sensitive.
The external wireless card is not compatible with the 802.11b signal. That is, if the card only says "802.11a", the card will not work on our network!
Although the card may be compatible with the 802.11b signal, there might be a hidden setting that makes the card only read a different signal. Instructions for figuring this out spans many pages - your best bet is to stop by the Student HelpDesk for further assistance.
5. If you have an external card, there's the slight possibility that the card may not work anymore or the slot itself is non-functional. This is usually not the case, but a possibility.

In any case, please feel free to stop by the Student HelpDesk, located in Technology Research & Implementation (formerly the Innovation Center, HT2-130) for further assistance.