Troubleshooting Eduroam - Windows

Troubleshooting tips for connection issues on a Windows computer.

Prerequisites:

• A valid JCU username and password
• A working JCU network connection (either through Wi-Fi or Ethernet cable)
• A Windows computer with Windows 10 or Windows 11 operating system
• Basic computer skills and knowledge, such as how to access network settings and toggle Wi-Fi on/off.

Procedure:

These troubleshooting steps are roughly arranged in the order you should try them. Between each top-level bullet mark try connecting to eduroam again.

• Verify you are using the correct credentials
  • You should use your full JCU email address (jdoe23@jcu.edu) and your SSO password that you would use for Canvas or Banner.
  • If you think you might be using the incorrect password:
    • On a working computer go to login.jcu.edu and attempt to log in. Take note of the error it gives you, if any.
    • You can reset your password at password.jcu.edu.
• Forget your connection to eduroam and try reconnecting.
• Turn your computer's WiFi off and back on.
  • Click on the network icon on the right of the taskbar, near the time and date.
    • 
  • Click the Wi-Fi button off or turn Airplane mode on.
    • The button will be grey when toggled off, and blue when toggled on.
      • 
  • After a few seconds click the button again to turn WiFi back on.
  • Try connecting to eduroam again.
• Restart your computer and attempt to connect again.
• Sometimes the issue may be specific to the wireless access point your laptop is attempting to connect to.
  • Walk to a different room and attempt to connect to eduroam again. If it connects properly you should be able to walk back to your original room and remain connected.
  • Look for the access point in the room and take note of its LED light. If the light is amber please report the issue to the Service Desk.
    • The access point will be a small, white rectangular box on the ceiling or wall.
      • 
• Reset your computer's network settings
  • Select the Start  button, then select Settings  > Network & Internet, then scroll down until you see Network reset.
    • 
  • On the Network Reset window click Reset Now. This will forget all of your network connections (home wifi and school) along with other network settings.
    • 
  • Your computer will restart. Try to connect to eduroam again.
• Contact the Service Desk for further troubleshooting.
  • We will need to know your device's MAC address in order to investigate the issue further. This article has instructions for where to find it.

Resources:

• Microsoft Windows Support: Microsoft's support website includes a range of resources for troubleshooting Windows networking issues, including Wi-Fi connections - Microsoft's Troubleshooting Article

• JCU Eduroam Setup Guides: See the articles on the right for connection instructions.