Troubleshooting for UW-Madison Users (on campus and at partner institutions)

Ensure the customer is using the correct login credentials

This is a very common error. UW-Madison users must use their fully-scoped NetID; in other words, the domain, '@wisc.edu,' must be added to the username or the connection will fail.

Username: NetID@wisc.edu

Password: User's normal NetID password

If the customer receives an error related to their username or password and you have already gone through the configuration, perform standard network troubleshooting. Eduroam profiles can be set up with incorrect credentials in some cases. A profile with incorrect credentials will require that the profile be removed and set up again with the correct credentials.

Windows 11 not connecting to eduroam

Windows 11 computers may need to do a Network Reset for eduroam to work correctly. 

1. Reinstall eduroam via the Configuration Assistant Tool.
2. Perform a Network Reset.
   1. Open Settings.
   2. Open the Network & Internet tab.
   3. Click Advanced network settings.
   4. Click Network reset.
   5. Click Reset now.
3. Customer's computer will reboot. 
4. Customer can now try to connect to eduroam with their NetID email address and NetID password.

Verify availability of the service

• UW-Madison users connecting on campus:
  • The eduroam network is available in all UW buildings. If the customer cannot see the eduroam SSID in a UW building that should have the service, there may be a problem with eduroam. The customer should check with local staff or other users to see if the network is available; if it is not, gather handling and consult HDQA.
• UW-Madison users connecting off campus (partner institution):
  • Have the customer check with the local institution to ensure that the eduroam service is available in the building in which they are trying to connect.
  • The eduroam website also has handy maps that show locations in the United States and internationally: Where can I eduroam?
  • Note that if the signal is not being broadcast in an eduroam enabled building, the customer may need to contact the local institution's IT group to inform them of the problem.

Make sure the user has gone through the proper configuration steps

If the user has verified that the eduroam SSID is being broadcast but receives an error related to authentication, you will need to verify that they have properly set up the connection.

Users should always first use the eduroam Configuration Assistant Tool to download the correct installer for their operating system. For assistance, the website has large information icons next to each installer.

eduroam - Accessing eduroam has manual instructions for setup. These were created by DoIT Help Desk staff, and may be out of date, so it is best to use eduroam CAT first.

Forget and Re-add Network Connection

Some campus buildings (notably the Wisconsin Institute of Discovery and Computer Sciences) have their own instances of eduroam. If a customer reports that they have been able to connect to eduroam in other campus locations but cannot connect in the WiD or CS, they should try forgetting the network connection and then reconnecting.

Perform standard network troubleshooting

If the customer is unable to see the eduroam SSID but other computers are, or if the customer is able to connect but is unable to access the internet, you may need to perform standard networking troubleshooting.

Windows network troubleshooting: 6402

Mac network troubleshooting: 2967

Use UWNet

If the user is struggling to connect and needs wireless access as soon as possible, they can use UWNet instead of eduroam.

WiHD and Escalation

UW-Madison users who are unable to connect to eduroam after going through the above troubleshooting may be referred to the WiHD. At the time of writing, only the WiHD at Computer Sciences has access to eduroam.

UW-Madison users at other institutions or local users whose issue cannot be resolved can have a case escalated to the eduroam admins in Middleware. Gather full handling per (20882) and consult HDQA before sending up a case.

Given the nature of the eduroam service, admins are only able to verify that the service is authenticating users as expected. All other indicated troubleshooting needs to be performed by the Help Desk.

Visiting users connecting at UW-Madison

If a visiting user contacts the Help Desk, there are a limited number of things that you can do to assist. All authentication issues must be handled by the user's own institution's IT group. Because incorrect login credentials is a common problem, it's recommended that visitors reach out to their local IT for the correct login credentials.

Ensure availability of the service and perform network troubleshooting

Just as with UW-Madison users connecting on campus, confirm that location supports the eduroam connection and ensure that the SSID is broadcasting. If it is not, there may be a problem with the service so you will need to gather handling and consult HDQA.

Since each institution has different steps for authenticating against eduroam, visiting users who receive an authentication error will need to consult their own institution's IT group for support.

Perform standard networking troubleshooting

If a visiting user encounters an error after connecting that does not relate to authentication, you may assist in performing basic network troubleshooting as indicated above. These users should not have cases escalated unless there may be an outage with our eduroam service.