Information Technology Services

Troubleshooting eduroam

General tips

UFV eduroam user ID: Add @ufv.ca after your computer username (this is not your UFV email address).For example (student: 300123456@ufv.ca; employee: jonesj@ufv.ca)

Time zone and date: If these are out of sync it can cause authentication problems.

Static IP address: If you have a static IP address you will need to remove it.

Static DNS server address: Only UFV DNS servers work from within the school. If you have a static DNS server address you will need to remove it (e.g., 8.8.8.8 Google).

Proxy server: If a proxy service is being used, remove it from web browser settings.

Configuration tool: When connecting to the eduroam-help Wi-Fi network for the initial setup you should be automatically redirected to the eduroam page 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 cat.eduroam.org for setup. You will not be able to browse to any other websites on the eduroam-help Wi-Fi network.

Firewall, anti-virus, or security software: Disable any firewall, anti-virus, or security software during the initial setup 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.

Weak signal: 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.

Drivers up to date: Check your drivers; keep your WLAN driver up-to-date from the manufacturer website.

Power save features: Disable the "power save" features of your adapter so it stays awake/connected (performance is improved at the cost of battery life).

Browser: If you are having troubles downloading the CAT tool from your Internet browser, try downloading it with a different browser.

Certificate: Ensure that when installing the CAT tool you are selecting YES to install the certificate when the warning box displays.

Restart your device: A reboot of your device may resolve issues after the CAT tool or connection setup.

Apple specific tips

If you use the eduroam Configuration Assistant Tool to set up eduroam on your iOS device (iPhone\iPad), 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 (e.g., 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 (CAT) to set up 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/and profile

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

OSX (MAC)

  1. Select System Preferences from the Apple Menu.

  2. Select Profiles from the "System" category. 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 it and remove it.

Windows 10

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

  2. Type: netsh wlan delete profile name=eduroam

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