WiFi Access Setup and Troubleshooting

Hi {{employee-name-207929}}/{{guest-name-207930}}, Let's start by checking if your device can actually detect the WiFi network. Open your device's WiFi settings and look for {{wifi-name-207922}} in the list of available networks. Quick checklist:Make sure WiFi is turned on (sounds obvious, but it happens!) Check if airplane mode is disabled Move closer to the router if possible If you can see the network, try connecting with these credentials: WiFi name: {{wifi-name-207922}} Password: {{wifi-password-207923}} Let us know how it goes! - IT Team

Before we dig into technical issues, let us make sure {{employee-name-207929}}/{{guest-name-207930}} is actually authorized to use the network. What to check:Is this person in our approved users list? For guests: Has their access request been approved? For employees: Is their network profile active? If the user is not registered yet, you will need to add them to the system before they can connect. This saves time troubleshooting hardware when it is really just a permissions issue. - IT Team

Time to confirm whether the device can actually connect to {{wifi-name-207922}}. Have the user try connecting now. If it works - great, skip ahead to the confirmation step. If not, we'll need to figure out what's blocking the connection. Common reasons a device can't connect:Wrong password (double-check for typos, especially upper/lowercase) Device is too far from the access point MAC address filtering is blocking the device The network is at maximum capacity Record your findings below so we know what to try next. - IT Team

Hi {{employee-name-207929}}/{{guest-name-207930}}, Did you get any error messages when trying to log in? This is important - the specific error tells us exactly what's wrong. Common errors and what they mean:"Incorrect password" - The password is wrong or has been changed recently "Authentication failed" - Usually a server-side issue, not your fault "Connection timed out" - Network might be overloaded or router is struggling "Unable to connect to this network" - Could be many things, but often a driver issue Please note down the exact error message if you see one. It helps us fix this faster. Connection details: WiFi: {{wifi-name-207922}} Password: {{wifi-password-207923}} - IT Team

Hi {{employee-name-207929}}/{{guest-name-207930}}, Let us try entering the login credentials one more time. This fixes the problem more often than you would think! Tips for entering the password correctly:First, forget the network on your device, then reconnect fresh Turn on show password while typing so you can see what you are entering Watch out for similar-looking characters: 0 (zero) vs O (letter), 1 (one) vs l (lowercase L) Check if caps lock is on - passwords are case-sensitive Your credentials: Company: {{company-name-207924}} WiFi name: {{wifi-name-207922}} Password: {{wifi-password-207923}} Give it another shot and let us know! - IT Team

Now we need to figure out if the problem is with the network equipment itself, not the user's device. Signs the router/modem has stopped working:No lights at all (power issue) All lights are on but blinking erratically The "internet" light is off or red Other devices also can't connect Quick test: Can you ping the router from another device that's connected? If nothing can reach the router, it's definitely the equipment. Record whether the router/modem is responsive below. If it's not, we'll move on to power cycling. - IT Team

Time for the classic IT fix - turning it off and on again. Seriously though, this works surprisingly often. Here's the correct order:Unplug the modem first, then the router Wait at least 60 seconds (this clears the memory) Plug the modem back in and wait for all lights to stabilize (about 2-3 minutes) Now plug the router back in and wait for it to fully boot Why the wait matters: Routers and modems store temporary data. The 60-second wait ensures this clears completely, giving you a truly fresh start. Network info: WiFi: {{wifi-name-207922}} Password: {{wifi-password-207923}} - IT Team

Physical connections are easy to overlook but they're often the culprit. Let's check every cable. What to inspect:WAN port - This connects to your internet source (usually labeled "WAN" or "Internet"). Make sure it's firmly clicked in. LAN ports - These connect to your internal network. Check each one for loose connections. Power cables - Are they securely plugged in at both ends? Cable condition - Look for any visible damage, kinks, or fraying Pro tip: Unplug each cable and plug it back in firmly. You should hear a click. Loose connections cause intermittent issues that are hard to diagnose. Record whether all connections look good below. - IT Team

If nothing else has worked, it might be time for a factory reset. Warning: This wipes all custom settings! Before you reset, make sure you have:Your ISP's connection details (username/password if needed) The new WiFi name and password you want to use Any port forwarding or special configurations documented How to reset:Find the reset button (usually a small hole on the back) Use a paperclip to press and hold for 10-15 seconds Release when lights start blinking Wait 3-5 minutes for the router to fully restart After the reset, you'll need to reconfigure the network. Make sure {{wifi-name-207922}} is set up again with password {{wifi-password-207923}}. - IT Team

If we've gotten this far, we're dealing with something trickier. Time to dig deeper. Advanced diagnostic steps:Check DHCP settings - Is the router assigning IP addresses correctly? DNS issues - Try using Google's DNS (8.8.8.8) or Cloudflare (1.1.1.1) Firmware update - Is the router's firmware up to date? Channel interference - Try switching to a less crowded WiFi channel Check for IP conflicts - Two devices with the same IP will cause problems For device-specific issues:Update the device's network drivers Reset the network adapter Check if a VPN is interfering Document what you tried and what happened. This info is gold for future troubleshooting. Network: {{wifi-name-207922}} | Password: {{wifi-password-207923}} - IT Team

Great news, {{employee-name-207929}}/{{guest-name-207930}}! You should now be connected to the network. Quick verification checklist:Can you open a web browser and load a page? (Try google.com) Is the WiFi icon showing a strong signal? Can you access internal resources if applicable? Your connection details for future reference: Company: {{company-name-207924}} WiFi name: {{wifi-name-207922}} Password: {{wifi-password-207923}} Tips for staying connected:Save this network to auto-connect in the future If you move to a different floor or building, you might need to reconnect Password changes will be communicated in advance If you run into any issues later, just start a new request and reference this one. Happy browsing! - IT Team