This article will help you diagnose & troubleshoot any issues you might be having with Penn's WiFi, AirPennNet. Please see below for a list of common problems & solutions. For more information and troubleshooting steps, please see the University's site: http://www.upenn.edu/computing/wireless/.
Before You Start
You will need one or more of the following before you can complete this task:
- PennKey Credentials
- Administrative rights to your device
Invalid Username or Password
If the error you get tells you your user ID or password is invalid, confirm that you are using your PennKey login information.
Unsure which account to use? See Understanding Your PennKey vs. Your Wharton Account.
There are a few things you can check to address connectivity problems with AirPennNet:
- AirPennNet Drops: If your connection to AirPennNet drops or has trouble connecting initially, try moving to a different spot in the room.
- AirPennNet fails to Reconnect after Moving: If you have just moved locations and your laptop experiences difficulty reconnecting, try turning off your wireless device and then turning it back on.
AirPennNet is designed to automatically configure itself on your computer, using your PennKey as authentication. If "Connect to AirPennNet" (the configuration wizard) does not automatically launch, you can try accessing it manually by navigating your internet browser to:
and following the link to load Xpress Connect Manually. If this does not solve the problem, please contact your IT support team (see below) for further help.
Windows 8/10 Issues
NOTE - You do not need to use the configuration wizard, Cloudpath, to connect to AirPennNet on Windows 8 & 10 devices. If you have already tried the wizard, please reconnect following the instructions below to ensure you have the smoothest experience.
- Click the WiFi icon in the System Tray (bottom-right corner).
- Click Network & Internet Settings.
- Click WiFi on the left-hand pane.
- Click Manage Known Networks.
- Click all AirPennNet networks & select Forget.
- Reconnect by selecting AirPennNet in the WiFi menu (bottom-right corner).
- Login with your PennKey Credentials & click Connect. If you can't connect after entering your PennKey credentials, try rebooting your device.
If you have followed the directions for configuring your Android phone/device and are still having trouble connecting, you can try the following. Note that these directions may vary depending on your Android version and whether the phone manufacturer has customized it.
Forget the Network & Reconnect
- Navigate to the Settings app.
- Click Connections > WiFi.
- Select AirPennNet.
- Click Forget.
- Go through AirPennNet setup using the instructions here.
Make sure to follow all the steps, including a restart of your computer.
MacOS 10.11.3 and Newer
Remove the AirPennNet profile and connect again:
- Navigate to System Preferences.
- Select Profiles.
- Select the profile titled University of Pennsylvania AirPennNet
- Click the minus sign in the bottom-left.
- Click Remove.
- Choose Connect to AirPennNet & go through the setup process again.
MacOS 10.11.2 and Older
Unfortunately, AirPennNet has issues connecting with older versions of MacOS. We have seen issues specifically with 10.11.2, a version of El Capitan.
Our suggestion in these cases is to update your machine to the latest version of MacOS. At this time, that is 10.13 High Sierra.
iOS (iPhone, iPad, etc) Issues
Forget the network & reconnect
- Open the Settings app.
- Navigate to General > Profiles.
- Remove the AirPennNet profile.
- Go back and select WiFi
- Forget ALL AirPennNet networks by selecting each network and clicking Forget.
- Toggle WiFi off and on (for good measure).
- Choose Connect to AirPennNet.
- Open Safari and navigate to any web page you have not been to before (e.g.: cnn.com, abc.com, or aol.com).
- Step though the certificate installation process for Connect to AirPennNet.
- Enter your PennKey and Password.
- Once the process is complete go back to the Settings App and forget the Connect to AirPennNet network.
If the certificate for AirPennNet installed properly, the iPad should automatically jump and connect to AirPennNet.
NOTE: If the iPad is connecting and disconnecting repeatedly from AirPennNet, it’s likely the PennKey and/or password are wrong. To test your PennKey, see Forgot PennKey.
Safari "Stuck" on Connect to AirPennNet
- Choose the Settings Icon.
- Choose Safari.
- Choose Clear Cookies and Data, and History.