WiFi Troubleshooting

There are a variety of reasons why students, faculty, or staff may experience wireless connection issues on campus. Issues such as not being able to connect to MU WiFi, limited or no connectivity, intermittent connectivity, slow performance, or weak signals could be avoided by using a wired ethernet connection. Wired connections are faster, more secure and dependable. However, because most people today prefer the convenience of wireless, here are some suggestions from MU Information Technology team to help with everyday use of Marshall’s wireless networks.

Are you on the right network (MU WiFi)?

Make sure you have chosen to connect to one of the following networks:

MU WiFi – MU students, faculty and staff

MU_Guest – MU guests

MU DeviceNet – gaming consoles, AppleTV, Amazon Echo, etc.

eduroam – non-MU students, faculty and staff visiting from other eduroam campuses

This is a more common problem than you might think. The “MU_Guest” WiFi network is a quick and convenient WiFi solution for daily visitors to the University who are looking to perform simple online tasks like web browsing and email. But it’s not intended for use with higher-bandwidth tasks, including browsing online videos.

Quick Fix

Log-in to the “MU WiFi” network using your user MUNet Username and Password. As the official WiFi network of Marshall University, MU WiFi is the fastest—and most secure—WiFi network available at the University.

Still not connecting?

Quick Fix

If your mobile device isn’t connecting to the WiFi network or is connecting slowly, try turning WiFi off and back on again to re-calibrate the connection.  You can also turn airplane mode on, then off again to accomplish the same task.

Are you connected to the closest WiFi hot spot?
As you move about campus, your device will automatically connect with new WiFi hot spots on campus. From time to time, however, a previous WiFi hot spot remains connected, even as you move closer to other spots along your way.

Quick Fix

Turn your device’s WiFi off and then on again to connect with the closest WiFi hot spot. (Sometimes the best solutions are the simplest ones.)

Are your drivers up to date?
Users with out-of-date drivers are a common cause of WiFi connectivity problems.

Quick Fix

Check to be sure you’re running the latest software on your device. If you don’t know how, the IT Service Desk is happy to walk you through the process so you can do it for yourself in the future.

Do you or one of your neighbors use a wireless printer or other personal WiFi device?

The use of wireless printers can interfere with and/or slow the wireless connection of users in close proximity. Personal WiFi access points or routers, which are not allowed on the university WiFi network, can also interfere with others’ ability to connect wirelessly.

Quick Fix

Try turning wireless printers off to reduce WiFi congestion and noise. You may need to request that your neighbors do the same, at least until you can diagnose the problem. If you continue to have trouble connecting to the University’s wireless network, contact the IT Service Desk. Report the issue to the IT Service Desk, itservicedesk@marshall.edu, 304-696-3200. When you do, our network engineers are alerted and will work to diagnose and fix your WiFi connectivity problems.

Did you accidentally turn your device’s WiFi off?

You may not realize it, but your computer may have a mechanical switch to turn WiFi on and off. You may have unknowingly bumped the switch or accidentally turned off WiFi via another keyboard method.

Quick Fix

Not even rebooting your computer will fix the problem if you’ve accidentally shut off your WiFi access. So be sure to double check that your WiFi is indeed on.

Do you have an old password stored?

It can happen anytime, but it’s an especially common problem early in the school year: Users change their MUNet password but still have an old one saved as part of the WiFi log-in credentials. What can make this issue difficult to identify is the fact that your device may not alert you to the fact that your incorrect password is the problem.

Quick Fix

Re-enter your latest password as part of the WiFi log-on process to ensure it’s accurate.  You may need to “Forget this network” first and then reselect it from available networks.

 

Remember You’re Using a Shared Medium

Wi-Fi connections by definition are slower than wired connections. Remember, wireless is a shared medium. Wi-Fi can lose 5-10 Mbs of speed due to such things as the position of the internal antenna on a laptop, the manufacturer of the device, and/or the drivers of the internal wireless card. Manufacturers are always submitting driver updates to improve hardware performance. Even though everything you read will tell you the 802.11n Wi-Fi protocol is the fastest connection, these reports omit the fact that Wi-Fi connection speeds are easily and often degraded by many factors.

The time of day could be a factor in slow or sluggish performance. Access to a website that works great at 8 a.m. but seems slow at 10 p.m. does not necessarily mean the campus network speed is slow. It has to do with the fact that students tend to use the network more at night compared to other times of the day. We are aware that some residential halls have peak hours and we are continuously working to improve connectivity.

Be Specific When Reporting Problems to the IT Service Desk

MUIT support staff needs as much information as possible to accurately diagnose wireless issues and offer solutions. Please note:  social media platforms like Twitter are not the official way to report an issue.  When reporting network problems to the IT Service Desk, itservicedesk@marshall.edu, 304-696-3200, please provide the following information:

  • The type of connection you are making to the network (wired ethernet? Wi-Fi via MU WiFi? MU_Guest? MU DeviceNet? Eduroam?)
  • Time of day
  • Location of where you are trying to connect from (name of campus building/floor or room number or residence hall and room number)
  • What type of device are you on

Additionally, you can click here to report a problem.

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