Eduroam Known Issues

iPhone's unable to connect after password changes

Known Issue: After successfully changing a Chico State password, the iPhone will prompt for the new password but will not accept it. This has been confirmed to only impact iPhones.  Depending on how many attempts were made to reenter the new password, it may lock out the account and impact connectivity on other devices as well.

Symptoms: Users will be unable to connect to eduroam on iPhones and possibly other devices.

Reason: The application used to cache eduroam passwords is currently bugged. The vendor of this application is now aware of the issue and researching possible solutions.

Workaround: Re-runing the eduroam setup resolves this issue, however, in some situations the account maybe locked and require a period of time before the authentication server will allow the user to connect after rerunning the setup. 

Intermittent Wireless Internet Access

Known Issue: After successfully running the Eduroam installer and connecting to the internet the connection may subsequently be intermittent.

Symptoms: Even full there is full wireless signal strength some devices may be unable to connect to the internet if the device has selected the csuchico or csuchico-guest network instead of eduroam.

Reason: The csuchico network is only used for the eduroam setup. The eduroam network should be used once setup is complete. The csuchico-guest network is only for campus guests. CSU, Chico Faculty, Staff, and Students cannot authenticate ot the csuchico-guest network.

Workaround: Your device can be set to "forget" the csuchico and csuchico-guest networks. 

iOS: Settings > Wi-Fi > Select csuchico or csuchico-guest > Turn off Auto-Join.
Android: Settings > Wi-Fi > Press and hold on csuchico or csuchico-guest > Select Forget.
Windows: Right-click on csuchico or csuchico-guest > Select Forget this network.
Mac OS:  Select the WiFi symbol along the top menu bar > Open Network Preferences > WiFi > Advanced > Select csuchico or csuchico-guest > Click the minus sign.

Unable to connect to or setup Eduroam (All devices)

Symptoms: The device will not be able to complete the eduroam configuration because it is not "verified" or will be unable to connect to webpages.

Reason: They require the correct date and time to be set in order to confirm the application is legitimate.

Workaround: Manually set the date and time to the correct date (Settings>General>Date & Time) or sync the time automatically on a non-campus network.

Windows Phone

Known Issue: Unable to setup/connect with eduroam.

Symptoms: The device will not be able to connect to the eduroam network.

Reason: Currently, most Windows phones do not support EAP-TTLS which is used to connect to the eduroam network.

Workaround: Windows phones are able to connect the "csuchico" network and sign in to access the network via the phone web browser.  Please contact ITSS at 530-898-4357 or visit their office in MLIB 143 if they device is unable to connect to the "csuchico" network.

Windows Surface RT's

Known Issue: Devices will be unable to access the network after running the eduroam installer.

Symptoms: The device will be redirected to the quarantined webpage to install Clearpass Onguard. Surface RT's cannot install this application and should not get this screen.

Reason: The system on the backend that interprets the device type is classifying them as Surface Pro's; Surface Pro's  are able and required to install Clearpass Onguard.  

Resolution: Contact ITSS at 530-898-4357 or visit their office in MLIB 143.

 

Resolved Issues Below:

Please contact ITSS if the below issues are experienced as they should be resolved.

Windows 10 Patch Agent Quarantine

Known Issue: After successfully running the Eduroam installer Clearpass Onguard informs Windows 10 users that the device is quarantined due to not having a Patch Agent, even when automatic updates are enabled.

Symptoms: Clearpass Onguard will give a warning and the computer may be quarantined and unable to connect to the internet.

Reason: An old version of Onguard Clearpass is installed on the computer that can't recognize the Windows 10 patching agent.

Resolution: Updating the Clearpass Onguard application should correct this issue. If the application prompts you to upgrade please proceed with the upgrade. Rerunning the Eduroam installer will also upgrade the Clearpass Onguard application. Please contact ITSS if the device is still unable to connect.

Finger Print Unlock Feature (Samsung Galaxy and iPhone)

Known Issue: Unable to setup for eduroam when the finger scanner is used as security lock.

Symptoms: The device will attempt the eduroam setup but will fail.

Reason: Secure W2 and Android currently do not support finger scan as a security lock to install the required security certificates.

Workaround: Using another security lock option such as a pin or pattern.
 

Feedback

Please do not leave the comment section blank! Provide constructive feedback to make this page better. Further inquiries can be forwarded to ITSS in Meriam Library 142, or via phone (530)898-4357.

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Details

Article ID: 7609
Created
Tue 7/14/15 3:40 PM
Modified
Wed 6/24/20 11:06 AM