Wifi & wired network troubleshooting

If you're having problems connecting to the wifi or wired network, try the following steps.

If you still can't get connected, or you're not confident trying these steps, contact the Library & IT Help Desk.

Try these simple fixes first

1. Check you're using the right format for your username and password

You don't need @york.ac.uk after your University username to install the network setup app, but you will need to add it to connect to the network. Remember that your password is case sensitive.

2. Check the timezone

The date and time on your device must be correct.

Windows
  1. Click on the date (normally at the bottom right of your screen)
  2. Select Change date and time settings
  3. Check that time zone is (UTC) Dublin, Edinburgh, Lisbon, London
Mac
  1. Go to System Preferences
  2. Select Date and time
  3. Select Timezone
  4. Use the map or select closest city

3. Turn off any language conversion software

Only English characters are recognised when logging on to our network. 

Turn off any language conversion software before entering your username and password for eduroam.

4. Remove eduroam from your device and re-add it

Remove and re-add the eduroam profile from your device:

Windows 7
  1. Go to Start | Control Panel | Network and Internet | Network and sharing center
  2. Select Manage networks
  3. Select Eduroam
  4. Click Remove
  5. Click Yes to confirm deletion.
  6. Connect to UoY Setup, open a web browser and run the network setup tool: https://www.york.ac.uk/network-connect
Windows 8 and 8.1
  1. Open the network pane (swipe in from the right)
  2. Right click on eduroam
  3. Select Forget this network
  4. Connect to UoY Setup, open a web browser and run the network setup tool: https://www.york.ac.uk/network-connect
Windows 10
  1. Go to Start | Settings
  2. Select Network & Internet
  3. In the Wi-Fi section select Manage Wi-Fi settings
  4. Under the Manage known networks heading, click on eduroam and then click Forget
  5. Connect to UoY Setup, open a web browser and run the network setup tool: https://www.york.ac.uk/network-connect
Mac
  1. Go to System preferences | Network
  2. Select Airport/wifi
  3. Click Advanced
  4. Under the Wi-fi tab, select eduroam and click on the minus sign (-) to remove it.
  5. Go back to the network page and select eduroam.
  6. Enter your University password and click OK
iOS
  1. Go to Settings | Wifi to see the list of available networks.
  2. Click on the "i" button to the right of eduroam.
  3. Select Forget this network
  4. Go to Settings | General | Profiles and delete the eduroam profile (if you have one)
  5. Open a web browser and run the network setup tool: https://www.york.ac.uk/network-connect

If you still can't connect, try reseting all network settings.

Please note, this will delete all known networks (eg your home wifi), so you will need to re enter passwords next time you connect.

  • Go to Settings | General | Reset | Reset network settings

5. If the network setup tool doesn't work, try the manual set up

Instructions are available on the setup guides tab at:

6. Try a different network cable

If you can't connect to the wired network, your network cable may be broken.

Try using another one - either borrow one from a friend, or pick one up for free from the Library & IT Help Desk.

Still can't connect?

What are your symptoms?

After running the setup tool, you get a message that the network is configured but a successful authentication was not detected.

1. Check your username and password works elsewhere - log on to a PC, or a webpage eg student home or staff home

2. Remove and re-add eduroam - see steps 4 and 5 of the simple fixes in the section above.

3. Check your firewall:

Some third-party antivirus software (eg McAfee, Norton), also includes a firewall.

This firewall could be causing a conflict and stopping you from connecting to the internet.

If you have a third party firewall installed, try temporarily disabling it to determine if it is causing the problem.

You may need to remove the third party firewall altogether. If so, don't leave your computer unprotected - see below.

If you have any problems removing the software, the Library & IT Help Desk can help you.

Don't leave your device unprotected

If you have to remove your firewall or antivirus software to make your connection work, please ensure that you replace it.

Antivirus:

Firewall:

No web pages will open in your web browser but your computer appears to have successfully connected to the University network. Applications such as Skype may still work OK.

Check your DNS, VPN and proxy settings, using the instructions below

Check your DNS settings:

Your computer may have some custom DNS addresses saved in your network settings. These don’t work with the University network so you will need to make sure your computer is set to pick up the DNS addresses automatically.

Windows
  1. Open the Start menu, then search for and open Network and Sharing Center.
  2. Click Change adapter settings in the top left corner
  3. Right-click on the network adapter that isn't working.
    • If you're having problems with Eduroam this will be labelled Wi-Fi or Wireless Network Connection (or similar).
    • If you're having problems with the wired network, this will be labelled Ethernet or Local Area Connection (or similar).

    Right click on the connection that isn't working

  4. Click Properties
  5. Click on Internet Protocol Version 4 (TCP/IPv4) so that it is highlighted and click Properties

    Select Internet Protocol Version 4(TCP/IPv4)

  6. Select Obtain an IP address automatically and Obtain DNS server address automatically

    Set DNS to "Obtain DNS server address automatically"
  7. Click on the Advanced… button
  8. Click on the DNS tab. If there are any numbers listed in the box under DNS server addresses, in order of use you will need to Remove these so that the box is empty.

    DNS tab
  9. Click OK to save your changes
If the DNS addresses keep reverting back to a specific server, it could be caused by malware. Please contact the Library & IT Help Desk for assistance.
Mac
  1. Click on the Apple symbol in the top left corner and open System Preferences
  2. Select Network
  3. On the left, click the connection (eg Ethernet, Wi-Fi) that isn’t working so that it is highlighted.
  4. If there is a locked padlock symbol in the bottom left corner of the window, click on it and enter the username and password of your Mac's administrator account to unlock it.
  5. Click Advanced in the bottom right corner of the window:

    Select Advanced in the network window

  6. Click on the DNS tab
  7. Remove any DNS servers that do not begin with 144.32 - highlight them and press the minus button at the bottom of the window.Once you have removed these DNS addresses, you should see two 144.32 addresses appear automatically in the box:

    DNS tab
  8. Click OK then Apply to save your changes.
If the DNS addresses keep reverting back to a specific server, it could be caused by malware. Please contact the Library & IT Help Desk for assistance.

Check your VPN and proxy settings (Windows only):

Your Windows computer may have some VPN or proxy settings that are affecting your network connection.

  1. Open the Start menu, then search for and open Internet Options
  2. Select the Connections tab
  3. Check for anything listed under Dial-up and Virtual Private Network settings, review the settings and remove any that are not required.
    Internet properties - Connections tab
  4. Click the LAN settings button.
  5. Tick Automatically detect settings
  6. Untick Use a proxy server for your LAN
    LAN settings window
  7. Cl‌ick OK to save your changes

If the proxy server keeps reverting back to a specific server, it could be caused by malware. Please contact the Library & IT Help Desk for assistance.

Web browsing works but some apps (eg Windows Store, Steam, Skype) can't connect.

Some third party antivirus software (eg McAfee, Norton), also includes a firewall.

This firewall could be causing a conflict and stopping some applications from connecting to the internet.

If you have a third party firewall installed, check its settings for allowed programs, or try temporarily disabling it to determine if it is causing the problem.

You may need to remove the third party firewall altogether. If so, don't leave your computer unprotected - see below.

If you have any problems removing the software, the Library & IT Help Desk can help you.

Don't leave your device unprotected

If you have to remove your firewall or antivirus software to make your connection work, please ensure that you replace it.

Antivirus:

Firewall:

More information about viruses and other security advice:

Mac OS X only: Everything looks fine and username and password are correct, but authentication fails.

  1. Turn off wifi.
  2. Remove the saved Eduroam network:
    1. Go to System Preferences | Network
    2. Select Airport/wifi
    3. Click Advanced
    4. Under the Wi-fi tab, select eduroam and click on the minus (-) to remove it.
  3. Remove saved credentials from Keychain (the password management system used in OS X)
    1. Go to your Applications folder, select Utilities, then Keychain.
    2. Delete all items which mention eduroam.
  4. Remove the OSX Wireless Profile in System Preferences.
    1. Go to System Preferences
    2. Select Profiles
    3. Remove the Network Access - eduroam Wireless profile
  5. Turn wifi back on
  6. Connect to the UoY Setup network.
  7. Open a web browser and run the network setup tool: https://www.york.ac.uk/network-connect

If eduroam still doesn't work, follow steps 1 to 5 again, and then add the network manually:

Instructions are available on the setup guides tab at: