General Troubleshooting

Last Updated: April 15, 2019

Open the Settings app and select Wi-Fi (highlighted in red below). Confirm that your Wi-Fi is enabled (highlighted in green) and that you are connected to a network (there should be a check mark next to a network at the top if you are connected). If you are not connected and it asks for a password to connect, you will need to contact the person who setup your router as they would have set the password. If you are connected and still encountering network errors in the app, then you will want to tap the information symbol (highlighted yellow) next to the network name.

Machine generated alternative text: Settings  A*plane  Not

The screen that appears will have several tools to assist you in trying to resolve any networking issues you may have. We'll walk through each one.

  1. Forget This Network - useful if you are connected to the wrong network.
  2. Auto-Join - similarly useful to number 1 in that you can use it if you are connecting to the wrong network at that time, but don't want to have to re-type the network password.
  3. Configure IP - this is an advanced option that can be used to manually set the IP address of the device. This should only be used if you are instructed by a support specialist or if your local support has a network that requires it.
  4. Renew Lease - this is the best option if you show connected to the network but are getting network errors. This will obtain a new IP address for your device.

Even if configured correctly, wireless internet can encounter many environmental issues that could cause a weak connection in certain areas.

  • Older buildings or buildings made with a lot of metal or brick do a very poor job of propagating wireless signals and will often make an otherwise normal connection unstable. If your building fits this description even moving a few feet can make some difference.
  • Signal saturation can also have a dramatic impact on signal stability. This is the number of signals in an area, whether they be other devices, or in the case of office buildings, even other networks.
  • Distance can often play a factor, depending on the access point/router being used it's possible the signal may not go more than a few dozen feet. This can be further exacerbated if the signal travels outdoors as things such as rain, snow, or even high humidity can affect how well the signal travels.
  • Bandwidth due to high traffic on the network could also be a factor. This can occur even when your signal is strong at a specific location within the network.