General troubleshooting tips


  • To access the eduroam service you need to use your UFV eduroam user ID
    • Add @ufv.ca after your student number or employee username:
                  e.g. 300123456@ufv.ca for students | jonesj@ufv.ca for employees
                  (NOTE: THIS IS NOT YOUR UFV EMAIL ADDRESS)
  • Are the time zone and date correct on your device?
    • If these are out of sync it can cause authentication problems
  • Do you have a static IP address on your device?
    • If you have a static IP address you will need to remove it
  • Do you have a static DNS server address e.g. 8.8.8.8 (google)?
    • Only UFV DNS servers work from within the school. If you have a static DNS server address you will need to remove it
  • Are you using a proxy server?
    • If a proxy service is being used, remove it from web browser settings
  • When connecting to the eduroam-help Wi-Fi network for initial set-up you should be automatically redirected to the eduroam.ufv.ca website for set-up instructions and to download the eduroam Configuration Assistant Tool (CAT) for your device. On some devices this does not occur automatically and you will need to open a browser window after connecting to eduroam-help and go to the address eduroam.ufv.ca or https://cat.eduroam.org/ for set-up. You will not be able to browse to any other websites on the eduroam-help Wi-Fi network
  • Disable any firewall, anti-virus, or security software during initial set-up and connection to eduroam. Norton Security (both the anti-virus and smart firewall) have been known to cause connections issues. Please refer to the software manufacturer’s website for instructions for turning these systems off/on. Rebooting of the computer is required for configuration settings to take effect.
  • If you move from one area of campus to another and the signal appears weak, try disconnecting and reconnecting the Wi-Fi so that you are connected to the strongest Wi-Fi Access Point (AP) for the area. Client devices control when they change access points and some tend to hold on to a connection that is poor but usable even when there is a better one available.
  • Check your drivers; keep your wlan driver up-to-date from the manufacturer website.
  • Disable the "power save" features of your adapter so it stays awake/connected (performance is improved at the cost of battery life).
  • If you are having troubles downloading the CAT tool from your Internet browser try downloading with a different browser.
  • Ensure that when installing the CAT tool you are selecting YES to install the certificate when the warning box displays.
  • A reboot of your device may resolve issues after the CAT tool or connection set-up

Apple specific tips:

  • iOS devices (iPhone\iPad) - If you use the eduroam Configuration Assistant Tool to setup eduroam, you must use the Safari web browser. The download will not work with Google's Chrome web browser on iOS.

Android specific tips:

  • On some Android devices the user identity (i.e. userid@ufv.ca ) may have to be entered twice. Once in the Identity field and again in the Anonymous identity field

  • Check that EAP Method is set to PEAP

  • Check that Phase 2 authentication is set to MSCHAPV2

  • If you use the automated eduroam Configuration Assistant Tools to setup eduroam on Android, you must first install the eduroamCAT application from Google Play


Don’t see your device on our list of connection guides?

If your device is not listed in our guides here are the full settings for manual configuration (but in most cases, after selecting the eduroam Wi-Fi network, you should just need to enter your UFV eduroam userid@ufv.ca and your UFV password).

  • Network SSID: eduroam

  • Network authentication method: WPA2 Enterprise

  • Data encryption method: AES

  • Authentication method: Protected EAP (PEAP)

  • Inner authentication: MSCHAPv2

  • CA Certificate: GlobalSignRootCA

  • User ID: userid@ufv.ca

  • Password: Your UFV PIN/password


Remove eduroam network or profile

For troubleshooting authentication problems it is sometimes useful to remove the eduroam wireless network and start again. With IOS (iPad/iPhone) / OSX (MAC) & Windows 10 you may need to remove your eduroam wireless profile rather than just the wireless network.

How to remove eduroam network or/and profile on devices:

OSX (MAC)

  1. Select System Preferences... from the Apple Menu

  2. Select Profiles from the "System" category - Note: If you do not see it there, then you do not have any profiles saved or created currently

  3. Click on eduroam Wireless Network to select it and then click the minus sign to remove it

iOS (iPhone/iPad)

  1. Go to Settings

  2. Select General

  3. Scroll down to where you find Profile (eduroam) - select this and you can remove it

Windows 10

  1. Go to Command Prompt (type cmd or command prompt in search box)

  2. Type - netsh wlan delete profile name=eduroam

SERVICE DESK
KNOWLEDGE BASE

Go to IT Service Desk

604-864-4610
itservicedesk@ufv.ca
Abbotsford B241

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