Wi-Fi Troubleshooting Guide 

Chromebooks

Issue Description: Students have multiple profiles on the device and are unable to connect. Usually common with personal Chromebooks where student have more than one profile which could include a personal account profile, elementary school account profile, etc.

Troubleshooting Steps:

  • If there are multiple profile accounts showing, Delete the profiles associated with a school google account.
  • Student needs to login with a profile that is not related to an HCDSB Google account. They must only use their firstname.lastname.3-digits@students.hcdsb.org account.
  • Ensure that student  is using their correct account to login and their password (Password is the same as D2L password).
  • If the password is still not working, password will need to be reset for student

Please ensure that you selected the following options:

  • SSID: hcdsb-wifi
  • Security: EAP
  • EAP method: PEAP
  • EAP Phase 2 authentication: MSCHPv2
  • Server CA Certificate – DO NOT CHECK
  • scroll for more options
  • Subject alternative name match – leave blank
  • domain suffix match – leave blank
  • Identity – <username>@students.hcdsb.org (or @staff.hcdsb.org for staff)
  • Password – your usual login password, should be the same as D2L

Windows /Android/ IOS Devices

Issue Description: Student/Staff is unable to connect to the HCDSB -WIFI

Troubleshooting Steps :

  • Please ensure that the student/ staff is following the steps to connect to the HCDSB -WIFI using the highlighted steps  below

For Windows Devices:

  1. Select “hcdsb-wifi” from your list of available WiFi networks, check “Connect automatically”, press “Connect”
  2. When prompted, login using your Board credentials:
    • Username to use for student is @students.hcdsb.org and password (D2L password)
  3. If prompted with “Continue connecting?”, press “Connect”.

For IOS Devices:

  1. Select “hcdsb-wifi” from your list of available WiFi networks.
  2. When prompted, login using your Board credentials, then press “Join”:
    • Username to use for student is @students.hcdsb.org and password (D2L password)
  3. If prompted with the following “clearpass1.hcdsb.org” or “clearpass2.hcdsb.org” certificate, 
    press “Trust”:

For Android Devices:

  1. Select “hcdsb-wifi” from your list of available WiFi networks.
  2. Select the options shown in the screenshot below, then press “Save”
    • Username to use for student is @students.hcdsb.org and password (D2L password)

More useful tips

  • Shutting down and restarting helps to clear any issues as well.
  • Forget the Network and then try to connect again to the WI-FI.

How to Forget a Network

Forgetting a network is often a helpful step when you are having problems connecting to Wi-Fi. If you have changed your password recently, you may need to complete this stepto get the network to prompt you for your credentials again. See steps below to forget a network.

Android

To forget a wireless network on your Android mobile device:

  • From the home screen, choose Settings.
  • In the settings menu, choose Wi-Fi.
  • Press and hold the Wi-Fi network to be removed, and then choose Forget.

 IOS

To forget a wireless network on your iPhone or iPad:

  •  From the home screen, choose Settings.
  • In the settings menu, choose Wi-Fi.
  • Locate the Wi-Fi network to be removed and click the blue symbol blue info  next to the name.
  •   If the option to forget is available, tap Forget this Network.   

     If that Option is not available

  •     From the home screen, choose Settings.
  •      In the settings menu, choose General. Locate and tap Profile.
  •      Select the profile for Wi-Fi network to be removed and tap Delete profile.

 Windows 10

To forget a wireless network on Windows 10: 

  • At the bottom right in the system tray, click the network icon and choose Network & Internet settings.
  • Click Manage Wi-Fi settings.
  • Under “Manage known networks”, select the Wi-Fi network to be removed.
  • Click Forget.

MacOS

To forget a wireless network on macOS (These steps may require administrative privileges):

  • At the top of your screen, click the Wi-Fi symbol and then select Open Network Preferences
  • In the lower right, choose Advance.
  • Under “Preferred Networks”, select the Wi-Fi network to be removed
  • Click – (The minus sign) to forget the network
  • Click Ok.

Older versions of MacOS will need to be updated. If the OS version is too old it will not connect. Requires: Mac OS X v10.9-10.12 (Mavericks, Yosemite, El Capitan, and Sierra)

 

De Franco, RobWi-Fi Troubleshooting Guide