Wireless Connection Problems

Typically, a wireless connection issue is one of two issues – the device used to connect or the access point (AP) itself

Device connection troubleshooting steps

• The wireless function on the device is switched on (also make sure that "airplane mode" is switched off)

• Are you connecting to the correct wireless network. With sites having multiple networks (guest, staff etc.), are you connecting to the right one?

• Have you entered the correct encryption key? Don’t forget that some codes are upper/lower case, include numbers and punctuation symbols!

• Can other people connect okay? If no, it would appear to be a wider issue

• Do you have a guest wifi at the school and, if so, is it accessible?

• You may also wish to check your device settings at the following link - https://icteducation.norfolk.gov.uk/content/1463/files/Internet%20Access%20Issues.pdf

Wireless Access Point troubleshooting steps

• Check if the Wireless AP is powered on

• Even if it appears powered, it may have “locked up.”
• Try turning the power off for about 10 seconds, then turn it back on.

• Powering off PoE (Power over Ethernet) APs

• Most modern APs receive power via the network cable (PoE).
• To power off, remove the network cable for about 10 seconds, either from:
• The network point on the wall, or
• The AP itself.

• Verify LED indicators

• Look for an LED indicator showing power status.
• Compare with another AP that is working to confirm normal behaviour.

• If the AP cannot be powered off

• If the AP cannot safely be power cycled, for example it's mounted out of reach, requires a special tool to dismount, or the cable is otherwise not easily accessible.
• Please contact ICT Solutions for further assistance.