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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
This Article Covers
Basic Troubleshooting:
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.
Manually Add eduroam Network
- Forget eduroam
- Click on the network icon in the bottom right, then click on Network & Internet settings
- Windows 10
- Windows 11
- On the Network Status page click on Network and Sharing Center
- Choose the Set up a new connection or network option
- Windows 10
- Windows 11
- Select Manually connect to a wireless network, then click Next
- Fill in the connection settings, then click Next:
- Network name: eduroam
- Security type: WPA2-Enterprise
- Check Box Start this connection automatically
- Windows 10
- Windows 11
- Click on Change Connection settings
- Choose the Security tab, then make sure the authentication method is Protect EAP (PEAP)
- Click on the Settings button next to PEAP.
- Uncheck Verify the server's identity by validating the certificate
- Make sure the Authentication Method is set to EAP-MSCHAP v2
- Click on Configure next to EAP-MSCHAP, then uncheck the Automatically use my Windows logon name and password option.
- Click OK on the open windows to get back to the Security tab
- Now click on the Advanced Settings button on the Security tab
- Check box Specify authentication mode, then select the User Authentication
- Click on Save credentials, then enter your email address and password.
- Click on OK and apply for any open windows. After a second you should be connected to eduroam. If not, click on the network icon to open the list of available networks, then click on eduroam and connect.
Resources: