Troubleshooting WiFi (AirPennNet) Issues
Last Modified on 09/12/2022 12:57 pm EDT
This article will help you diagnose & troubleshoot any issues you might be having with Penn's WiFi network, AirPennNet. Please see below for a list of common problems & solutions. For more information and troubleshooting steps, please see the University's Tips.
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
General Connectivity Issues
AirPennNet Status
Having trouble connecting to AirPennNet? Check our status page to make sure it isn't a widespread problem.
Invalid Username or Password
If you are prompted for a username and password when you connect to AirPennNet and the login box isn't titled something like SecureW2 Credentials then you'll need to re-configure your connection to AirPennNet following these instructions.
If you are receiving a user ID or password is invalid error when entering them into the SecureW2 Credentials popup, confirm that you are using your PennKey login information.
Still not working? Try:
Unsure which account to use? See Understanding Your PennKey vs. Your Wharton Account.
Connectivity Problems
There are a few things you can check to address connectivity problems with AirPennNet:
- AirPennNet Drops: If the 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.
Configuration Problems
AirPennNet is designed to automatically configure itself on your computer, using your PennKey as authentication when you connect to the Connect to AirPennNet network. If the configuration wizard does not automatically launch, you can try accessing it manually by navigating your internet browser to:
https://cloud.securew2.com/public/29559/AirPennNet/
If this does not solve the problem, please contact your IT support team (see below) for further help.
Note: AirPennNet does not check PennKey credentials until the configuration is complete. For this reason, we recommend enabling the Show Password option before entering your PennKey username and password.
Android Issues
If you have followed the directions for configuring your Android phone/device and are still having trouble connecting, you can try the following.
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.
MacOS Issues
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 from the wireless icon at the top of your screen & 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.
iOS (iPhone, iPad, etc) Issues
Forget the network & reconnect
- Open the Settings app.
- Navigate to General > Profiles.
- Remove the University of Pennsylvania profile.
- Go back and select WiFi.
- Forget ALL AirPennNet networks by tapping the i next to each network and clicking Forget.
- Toggle WiFi off and on (for good measure).
- Choose Connect to AirPennNet from the available WiFi networks.
- 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 iOS device should automatically join and connect to AirPennNet.
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 Test your PennKey.
Safari Stuck on Connect to AirPennNet
- Choose the Settings Icon.
- Choose Safari.
- Choose Clear Cookies and Data, and History.