Wifi Troubleshooting Guide

1. Check the Basics

• Is Wi-Fi enabled on your device?
  • Windows: Select the Network icon on the taskbar and ensure the Wi-Fi option is turned On and airplane mode is off.
  • Mac/Mobile: Check your device's settings to confirm Wi-Fi is enabled and not in airplane mode.
• Are you connected to the correct network? Verify that your device is connected to the designated company Wi-Fi network (SSID).
• Are other devices working? Try connecting to the network with another device (e.g., your smartphone). If other devices also fail to connect, the problem may be with the network itself, not your device.

 

2. The Classic Restart (Your Device and the Router)

A simple restart can fix a variety of temporary software glitches.

• Restart your computer/device:
  • Save your work and close all applications.
  • Restart your device normally.
• Power cycle the router/access point (if accessible/safe to do so):
  • Unplug the power cable from the router/access point.
  • Wait at least 30 seconds.
  • Plug the power cable back in.
  • Wait a few minutes for the device lights to become steady, and then try connecting again.

 

3. Reconnect to the Network

Sometimes network settings on your device can become corrupted. "Forgetting" the network and reconnecting can help.

• Windows:
  1. Go to Settings > Network & internet > Wi-Fi.
  2. Select Manage known networks.
  3. Select your company network name, then click Forget.
  4. Reconnect to the network and enter the correct password if prompted.
• Mac/Mobile:
  1. Go to your Wi-Fi settings, select your network, and choose the option to "Forget" or "Remove" it.
  2. Reconnect to the network.

 

4. Run the Built-in Troubleshooter

Windows has an automated tool that can often diagnose and fix connection problems.

• Windows:
  1. Go to Settings > Network & internet > Status (or Advanced network settings in Windows 11).
  2. Scroll down and select Network troubleshooter or Run the troubleshooter.
  3. Follow the on-screen instructions.

 

5. Check for Physical Issues and Location

• Physical Connections: If your computer is connected via an Ethernet cable, ensure it is securely plugged into both the device and the wall/router port.
• Signal Strength: Move closer to the Wi-Fi router or access point. Walls, metal objects, and other electronics can interfere with the signal. Check if performance improves in a different location.

 

6. If All Else Fails: Contact IT Support

If you have followed all the steps above and are still experiencing issues, please contact the IT support team.

When you reach out, please provide the following information to help us assist you faster:

• Your location (e.g., floor, office number).
• The device you are using (e.g., company laptop, model number).
• A description of the problem (e.g., "slow speed," "can't connect at all," "connection drops intermittently").
• Any error messages you see.
• The steps you have already taken from this article.