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  • 802.11b Disabled: On the 17th December 2012 legacy DSSS data rates were disabled to improve performance of the service. As a result 802.11b Wi-Fi clients will not able able to connect to eduroam or UCLGuest. This only effects clients with old hardware and can easily be rectified with an external Wi-Fi adapter.
  • Returning Staff or Students: Returning from your summer holidays or away from UCL for a long period. We've written a check-list of common issues.
Apple Mac OS X Known Issues
  • Apple Macbook Intermittent Connectivity: There is a known issue with intermittent connectivity on the Apple Macbook, especially whilst roaming. A fix, and further information, is discussed in the following Apple article: http://support.apple.com/kb/TS5258. Specifically, you need to modify the orps.jrs.ucl.ac.uk server certificate.
  • Apple Mac OS X 10.x Keychain: There is a known issue with invalid items in the Keychain preventing successful authentication. To resolve; Open Finder and select Applications > Utilities (folder) > Keychain Access. This will display a list of items stored in the Keychain. Ensure the login keychain from the left-hand pane is highlighted and delete any reference to eduroam.
  • Apple Mac OS 10.7 (Lion and above) 802.1x: As of Mac OS X Lion (and above) you can no longer modify the 802.1x profile. If coming from another institution or you have an old 802.1x profile this can cause connection problems. The following workaround is not supported by UCL and is provided for help only.  It is strongly recommended you backup your data prior to proceeding! These instructions will wipe any existing Wi-Fi networks! In Finder, navigate to /Library/Preferences/SystemConfiguration and manually rename the following files (e.g. filename.bak):

    com.apple.airport.preferences.plist 
    com.apple.network.eapolclient.configuration.plist
    com.apple.network.identification.plist
    networkInterfaces.plist
Apple IOS (iPhone, iPad, iPod touch) Known Issues
  • If you change your UCL password (typically every 3-months) you must forget the eduroam Network and repeat the Quick Guide.
  • On initial connection your device may prompt: Unable to join the network "eduroam". Dismiss this and try again. If the problem persists, ensure you are not connected to UCLGuest and forget the network if you are. 
Google Android Known Issues
  • Google Android Gingerbread 2.3.6: We are aware of an issue with Gingerbread 2.3.6 and Phase 2 Authentication. This will prevent successful authentication on the eduroam service. This appears to be a known issue as a patch is available for Samsung devices via Kies ». This is reported to fix the issue on the Samsung Galaxy Y. For users of none-Samsung devices, please refer to the manufacturer for an update.
  • Google Android Wireless Roaming Issue: There is a known issue with Google Android devices roaming on a Enterprise WPA2 infrastructure, which is what eduroam is based on. i.e. when moving from one location to another you will be disconnected from eduroam. The only know solution is to turn off/ on Wi-Fi and if this fails Forget the eduroam Wi-Fi and re-configure.
  • Google Android 2.2: There is a known bug with 2.2.x Android phones that may prevent automatic connection to eduroam » It is expected that 2.3.3 (Gingerbread) will fix this issue.  A temporary workaround to this bug is to toggle wireless off and on again. It has also been reported that Juice Defender will do this automatically (this is useful if your manufacturer will not issue an OS update).
Microsoft Windows 7
  • Microsoft Windows Security Alert: On first connecting to eduroam you may get a prompt saying the connection attempt could not be complete. Click the Connect button to connect to eduroam. Don't press Terminate - this will cancel the entire connection process and you will have to start again from the beginning.
  • Microsoft Windows 7 Cached User Credentials: An automatic update to Windows 7 introduced an advanced setting. As a result of the update you may be constantly prompted for your credentials when attempting to join eduroam. To fix:
  1. Open the Network and Sharing Center.
  2. Click on Manage Wireless Networks from the left-hand pane.
  3. A list of configured wireless Networks will be displayed. Highlight eduroam and right-click. Select Properties from the context menu.
  4. Select the Security tab. A window similar to the illustrated is displayed.
  5. Select the Advanced settings button.
  6. Ensure the Specify authentication mode option is ticked.
  7. From the drop-down select User authentication. Next select the Save credentials button. 
  8. Set User name to your UCL userid and password. Your UCL userid must be appended with @ucl.ac.uk (e.g. zcxxano@ucl.ac.uk). Set Password to your UCL password.
  9. Click OK to all windows to save the settings.
Microsoft Windows Vista
  • Microsoft Windows Security Alert: On first connecting to eduroam you may get a prompt saying the connection attempt could not be complete. Click the Connect button to connect to eduroam. Don't press Terminate - this will cancel the entire connection process and you will have to start again from the beginning.
  • Microsoft Windows Vista Corrupt TCP/IP Stack: There are known issues with TCP/IP stack and corrupt routing tables in Windows Vista. Either of these issues will prevent successful connection to the Internet. Both issues are rectified via the Command Prompt (Start > All Programs > Accessories > Command Prompt - right-click and "Run as administrator").
  1. To reset the routing table type route /f. You will need to reboot your PC for the changes to take effect.
  2. To reset the TCP/IP stack type netsh int ip reset. You will need to reboot your PC for the changes to take effect. More information about this issue is discussed in Microsoft KB article 299357 (http://support.microsoft.com/kb/299357).
Microsoft Windows 8
  • Credentials Not Saved: We are aware of an issue with Windows 8 where a user is constantly prompted to re-enter credentials. This problem appears to be related to the power saving features of Windows 8. Initial reports would suggest manually configuring the eduroam Wi-Fi network connection resolves this issue.
  1. Delete any existing eduroam profile. Open Command Prompt by swiping in from the right edge of the screen, tapping Search (or if you're using a mouse, pointing to the upper-right corner of the screen, moving the mouse pointer down, and then clicking Search), entering Command Prompt in the search box, and then tapping or clicking Command Prompt. At the prompt, type: netsh wlan delete profile name=eduroam
  2. Manually create an eduroam profile. From the Desktop, right-click on the wireless icon:

    Windows 8 Wi-Fi Icon

    ... and select "Open Network and Sharing Centre".

  3. Select “Set up a new connection or network”.

    Windows 8 Set up a new connection or network
  4. From the connection options, select “Manually connect to a wireless network”.

    Windows 8 Set up a new connection or network
  5. Create a profile with "eduroam" as the Network Name and "WPA2 Enterprise" for the Security Type. Ensure "Start this connection automatically" is enabled. Click "Next" to save your profile.              

    Windows 8 Manually connect to a wireless network
  6. Once successfully added, select "Close".

    Windows 8 Manually connect to a wireless network Success
  7. You may need to invoke the wireless connection. From the Desktop, left(normal)-click on the wireless icon and select eduroam. "Connect automatically" should be ticked. Select "Connect".

    Windows 8 Invoke Connection
  8. Follow the prompts for UCL credentials and to accept a certificate (server thumbprint: 82 48 F9 AA 1B AD A4 94 84 23 A1 7B 2B 28 02 C7 44 10 85 ED) . Your credentials should now be stored and you will only be prompted again when your password is changed.