Wireless Connectivity issues

Validating Identity on XP & Windows need a certificate to Log on

Step 01: The wireless drivers of Windows XP SP1 and SP2 are not certified by Microsoft so; we need uncheck the IEEE 802.1x, Right click on Wireless network connection and click on properties

Step 02.Check if there is any third party wireless adapter installed; if so connect the wireless network using that utility

Step 03.Also, we could install Windows Service Pack

Step 01: Uncheck the IEEE

Step 02: Add the network manually

Find the screenshots:

Windows cannot configure the wireless network

When customer has any third party adapter installed, that would be started first , when the computer restarts and in that case we would get this error message

Step 01: Check if customer has any wireless adapter connected to it externally.

Step 02: Connect using the Adapter’;;s Utility.

Step 03: Check” Use Windows to configure my wireless network and settings”

Step 04: If could not find any utility, Start the WZC service.

Windows cannot find any network, No wireless network found in Range, No connections are available

This Error would occur because if the WLAN is disabled, WLAN is not available or Wireless is OFF on the computer or router

Step 01: Check if customer has a wireless Router

Step 02: Isolate the issue by checking on a different computer also

Step 03: If its only one computer, Check the wireless switch on the laptop and the router

Step 04: Change the channel on the router

Step 05: Change the Mode to Up to 54Mbps

Step 06: Update the driver in the device manager.

Step 07: Uninstall the Wireless adapter driver, Download and install the wireless driver

Step 08: Click On Troubleshoot problem to check if it’s a hard ware issue.

Unable to Enable the WLAN says “Connection Failed”

Step 01: Check the device status, if the device is disabled in the device manager, Enable it from there

Step 02: Enable the services

Step 03: Enable Normal Start Up from the System Configuration utility

Step 04: In some Toshiba laptop, we need to disable the LAN to enable the WLAN

How to retrieve the password in the WLAN properties

Step 01: When customer tries to connect a second wireless computer and he could not login to the router page

Step 02: We could also retrieve the password from the computer which is already connected to the network

Step 03: Under the Manage wireless network, Right click on the Network name and click on properties, under security you could see the password in security key, if that is encrypted click on Show characters or display character

Windows cannot connect to the network

Step 01: Isolate the issue by checking it on all the devices

Step 02: If customer Unable to connect the network on all the devices, then it is a router issue

Step 03: If its only on one computer then remove the preferred network

Step 04: Add the network manually

Step 05: Check the security settings on the router

Step 06: If its a higher level security, lower down the security to WEP

Step 07: If again the computer is not connecting with the secured network, then try with unsecure network

Step 08: If it connected with Unsecured network, Its issue with Router (Update Firmware)

Step 09: Unable to connect even with unsecure network, then its Wireless adapter issue

Step 10: Update the drivers

Step 11: Uninstall the wireless adapter driver and reinstall it

Step 12: Isolate the issue by asking the customer when he gets the Message as Windows cannot connect network, is that before entering the Security key or after entering the Key

Step 13: If it’s before entering the security key then Access Control is enabled on the router

Limited or No connectivity and WLAN says Acquiring network address

Step 01: Isolate the issue, by checking the other devices

Step 02: For Limited or no connectivity, Check if customer is entering the correct password

Step 03: Remove the preferred network

Step 04: Add it manually

Step 05: Assign Static Ip address

Step 06: Uncheck and Recheck the TCP/Ip in the adapter properties

Step 07: Disable the security Software

Connected to native wifi network

Step 01: Check what is the Brand name of the adapter connected to the computer

Step 02: Tried to connect with the third part utility and if that is not connected

Step 03: Disable the Adapter from the start Up

Step 04: Restart the computer Remove the preferred network Native wifi network

Step 05: Connect with the network and if it still not working

Step 06: Uninstall the driver for the third party adapter

Settings Saved in the computer do not match the requirements

When customer has the same SSID and if he had changed the password alone,, this would be the error message

Step 01: Remove the preferred network

Step 02: Add the network manually

Unable to connect the network on the Mac computer

Step 01:  Remove the preferred network

Step 02: Remove the Airport icon in the system preference window and add it again

Step 03: Change the channel on the router

Step 04: If cust has WEP security and it did not accept the password, put the $ symbol and enter the password

Intermittent Issue

Step 01: Confirm with the cust that the modem works fine, whether he had tested the connection with the modem

Step 02: Check whether the intermittent is only on wired or only on wireless

Step 03: Also, check whether it’s only on one computer or on all the computers

Step 04: Check the light status on the Router, Check with the cust that the power light blinks stays solid and it has a proper power supply, if there is no proper power supply, check the power cord and try in different power adapter

 Wired intermittent connection only on one computer

Step 05: Try with different cable and also ports

Step 06: Reduce the Link speed

Step 07: Reduce the MTU size

Step 08: Uninstall the LAN drivers

Step 09: Update the LAN drivers

 Wireless Intermittent Only on one computer

Step 10: Check the distance between the router and the wireless computer

Step 11: Check for any interference near the router

Step 12: Change the channel and mode

Step 13: Change the Fragmentation value to 2304 and the CTS/RTS value to 2307

Step 14: Reconfigure the security settings on the router

Step 15: Uninstall the wireless adapter, and update it

Step 16: Even after uninstalling the wireless adapter and updating the drivers if it still continued to have the same issue

Step 17: Right click on the WLAN adapter and click properties

Step 18: Set the Maximum Performance for the Power management

Step 19: Set the Level High for Roaming aggressiveness

Step 20: 802.11b/g (Default): Select this option when 802.11b and 802.11g (2.4 GHz) ad hoc band frequency is used.

Step 21: 802.11a: Select this option when 802.11a (5 GHz) ad hoc band frequency is used.

Find the screenshots:

 Intermittent Issue on all the computer

Step 01: Observe the light status on the router

Step 02: Check if there is any interference near the router or the modem

Step 03: If Cust has RCA modem ask the cust to move the modem little far away from the router, it would generate more heat and that would affect the performance

Step 04: If that is an old router and has the initial version of firmware then Upgrade it to the next release

Step 05: Upgrading the latest firmware from the Initial version would end up in a hard ware issue

Step 06: If it’s a Dual Band router for wired connection, change the Link speed

Step 07: All the Dual Band routers are Gigabit routers, and when the LAN connection has 100Mbps, it will also disconnect the connection

Step 08:  When customer has Dual Band router with Intermittent connection, isolate the issue by connecting it with the 5Ghz network, check with customer the intermittent connection is with 2.4ghz only or with both and vice versa

Step 09:  Take a back up of the old settings and Upgrade the latest firmware and soft Reset

Step 10: If it’s still the same, hard reset and reconfigure it

Step 10: Observe the connection and then if it’s still the same the process RMA

Validating Identity on XP & Windows need a certificate to Log on

Step 01: The wireless drivers of Windows XP SP1 and SP2 are not certified by Microsoft so; we need uncheck the IEEE 802.1x, Right click on Wireless network connection and click on properties

Step 02.Check if there is any third party wireless adapter installed; if so connect the wireless network using that utility

Step 03.Also, we could install Windows Service Pack

Step 01: Uncheck the IEEE

Step 02: Add the network manually

Find the screenshots:

Windows cannot configure the wireless network

When customer has any third party adapter installed, that would be started first , when the computer restarts and in that case we would get this error message

Step 01: Check if customer has any wireless adapter connected to it externally.

Step 02: Connect using the Adapter’;;s Utility.

Step 03: Check” Use Windows to configure my wireless network and settings”

Step 04: If could not find any utility, Start the WZC service.

Windows cannot find any network, No wireless network found in Range, No connections are available

This Error would occur because if the WLAN is disabled, WLAN is not available or Wireless is OFF on the computer or router

Step 01: Check if customer has a wireless Router

Step 02: Isolate the issue by checking on a different computer also

Step 03: If its only one computer, Check the wireless switch on the laptop and the router

Step 04: Change the channel on the router

Step 05: Change the Mode to Up to 54Mbps

Step 06: Update the driver in the device manager.

Step 07: Uninstall the Wireless adapter driver, Download and install the wireless driver

Step 08: Click On Troubleshoot problem to check if it’s a hard ware issue.

Unable to Enable the WLAN says “Connection Failed”

Step 01: Check the device status, if the device is disabled in the device manager, Enable it from there

Step 02: Enable the services

Step 03: Enable Normal Start Up from the System Configuration utility

Step 04: In some Toshiba laptop, we need to disable the LAN to enable the WLAN

How to retrieve the password in the WLAN properties

Step 01: When customer tries to connect a second wireless computer and he could not login to the router page

Step 02: We could also retrieve the password from the computer which is already connected to the network

Step 03: Under the Manage wireless network, Right click on the Network name and click on properties, under security you could see the password in security key, if that is encrypted click on Show characters or display character

Windows cannot connect to the network

Step 01: Isolate the issue by checking it on all the devices

Step 02: If customer Unable to connect the network on all the devices, then it is a router issue

Step 03: If its only on one computer then remove the preferred network

Step 04: Add the network manually

Step 05: Check the security settings on the router

Step 06: If its a higher level security, lower down the security to WEP

Step 07: If again the computer is not connecting with the secured network, then try with unsecure network

Step 08: If it connected with Unsecured network, Its issue with Router (Update Firmware)

Step 09: Unable to connect even with unsecure network, then its Wireless adapter issue

Step 10: Update the drivers

Step 11: Uninstall the wireless adapter driver and reinstall it

Step 12: Isolate the issue by asking the customer when he gets the Message as Windows cannot connect network, is that before entering the Security key or after entering the Key

Step 13: If it’s before entering the security key then Access Control is enabled on the router

Limited or No connectivity and WLAN says Acquiring network address

Step 01: Isolate the issue, by checking the other devices

Step 02: For Limited or no connectivity, Check if customer is entering the correct password

Step 03: Remove the preferred network

Step 04: Add it manually

Step 05: Assign Static Ip address

Step 06: Uncheck and Recheck the TCP/Ip in the adapter properties

Step 07: Disable the security Software

Connected to native wifi network

Step 01: Check what is the Brand name of the adapter connected to the computer

Step 02: Tried to connect with the third part utility and if that is not connected

Step 03: Disable the Adapter from the start Up

Step 04: Restart the computer Remove the preferred network Native wifi network

Step 05: Connect with the network and if it still not working

Step 06: Uninstall the driver for the third party adapter

Settings Saved in the computer do not match the requirements

When customer has the same SSID and if he had changed the password alone,, this would be the error message

Step 01: Remove the preferred network

Step 02: Add the network manually

Unable to connect the network on the Mac computer

Step 01:  Remove the preferred network

Step 02: Remove the Airport icon in the system preference window and add it again

Step 03: Change the channel on the router

Step 04: If cust has WEP security and it did not accept the password, put the $ symbol and enter the password

Intermittent Issue

Step 01: Confirm with the cust that the modem works fine, whether he had tested the connection with the modem

Step 02: Check whether the intermittent is only on wired or only on wireless

Step 03: Also, check whether it’s only on one computer or on all the computers

Step 04: Check the light status on the Router, Check with the cust that the power light blinks stays solid and it has a proper power supply, if there is no proper power supply, check the power cord and try in different power adapter

 Wired intermittent connection only on one computer

Step 05: Try with different cable and also ports

Step 06: Reduce the Link speed

Step 07: Reduce the MTU size

Step 08: Uninstall the LAN drivers

Step 09: Update the LAN drivers

 Wireless Intermittent Only on one computer

* Check the distance between the router and the wireless computer

*  Check for any interference near the router

*  Change the channel and mode

*  Change the Fragmentation value to 2304 and the CTS/RTS value to 2307

*  Reconfigure the security settings on the router

*  Uninstall the wireless adapter, and update it

* Even after uninstalling the wireless adapter and updating the drivers if it still continued to have the same issue

*  Right click on the WLAN adapter and click properties

* Set the Maximum Performance for the Power management

* Set the Level High for Roaming aggressiveness

802.11b/g (Default): Select this option when 802.11b and 802.11g (2.4 GHz) ad hoc band frequency is used.

802.11a: Select this option when 802.11a (5 GHz) ad hoc band frequency is used.

Find the screenshots:

 Intermittent Issue on all the computer

Step 01: Observe the light status on the router

Step 02: Check if there is any interference near the router or the modem

Step 03: If Cust has RCA modem ask the cust to move the modem little far away from the router, it would generate more heat and that would affect the performance

Step 04: If that is an old router and has the initial version of firmware then Upgrade it to the next release

Step 05: Upgrading the latest firmware from the Initial version would end up in a hard ware issue

Step 06: If it’s a Dual Band router for wired connection, change the Link speed

Step 07: All the Dual Band routers are Gigabit routers, and when the LAN connection has 100Mbps, it will also disconnect the connection

Step 08:  When customer has Dual Band router with Intermittent connection, isolate the issue by connecting it with the 5Ghz network, check with customer the intermittent connection is with 2.4ghz only or with both and vice versa

Step 09:  Take a back up of the old settings and Upgrade the latest firmware and soft Reset

Step 10: If it’s still the same, hard reset and reconfigure it

Step 10: Observe the connection and then if it’s still the same the process RMA

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