Wireless Troubleshooting Steps
for Cottages and Apartments

Wireless is working for other people in my building
Follow these steps if other people in your cottage or apartment building are able to use the wireless. Note that for some of the steps, you may need to move your computer to a location on campus where you can plug into the network with a wired connection.

1. Move the computer slightly - Wireless Internet is a lot like a cell phone. Moving just a few inches can make all the difference between having a connection and not. So try moving your computer just a little. Even if it's worked from this spot before, the weather and other factors can make a difference.
2. Re-enter the SSID and network key (encryption key) - The SSID and network key are needed so that you connect to the right network. They also make sure that only Hope College students are using the wireless (and not the neighbors across the street!). Sometimes though your computer will "forget" these settings, and they need to be re-entered. Exactly how you do this varies by computer, but they will be a place to enter both somewhere on your computer. The settings that you need can be found here.
3. Install Windows Updates - Microsoft has released many updates to Windows that resolve wireless problems. These are available from the Windows Update website, but you'll need to be connected to the Internet to get them. This means that you may need to move your computer to a wired location on campus where you can plug in. Once you're connected, open Internet Explorer, then click on the "Tools" menu and select "Windows Update". Be sure to install all the "Critical" or "High Priority" updates, as these have been identified as the most important. After each reboot, repeat the procedure again until no more "Critical" or "High Priority" updates are available.
4. Run a virus scan - Viruses can interfere with wireless. Be sure that your virus definitions are up-to-date (no more than 8 days old), then run a full system virus scan on your computer. If you need to install virus protection or update your definitions, you'll need to be connected to the Internet to get them. This means that you may need to move your computer to a wired location on campus where you can plug in.
5. Scan for adware and spyware - Adware and spyware can change your network settings, which will make your wireless not work. For details on installing and running Ad-Aware and Spybot, see the Spyware and Adware FAQs page. Again, you'll need to be connected to the Internet to get them, so you may need to move your computer to a wired location on campus where you can plug in.
6. Contact CIT - If you've worked through all the above steps and are still not able to connect, contact CIT for additional resources. Please note that you need to perform steps 1-5 above before we'll be able to provide further assistance.

Wireless is not working for anyone in my building
Follow these steps only if no one in your cottage or entire apartment building is able to use the wireless. If you perform these steps while other computers are working properly, you will interrupt and possibly disable their connection!

1. Verify that wireless is available in your cottage or apartment - Not all cottages and apartments have wireless. Some use wired connections. Check here to make sure that wireless is available where you live.
2. Attempt to locate and reboot the wireless router - Although it's different for every residence, the wireless router (antenna) is usually located in the basement of the cottage or apartment building. It's often white with a "3com" logo on it and two black antennas sticking out. Some locations have this equipment in the attic where it's not accessible. However, if you can find it, try unplugging the cable(s) from it, waiting 1 minute, then plugging them back it. Give it 3-5 minutes to get started again, then try connecting. Do not press any buttons or reset it.
3. Attempt to locate and reboot the DSL modem (if applicable) - Many cottages and apartments receive their Internet service through DSL. If yours does, a black box will be connected near the wireless router. Again, try disconnecting the cables from it (including power), wait 1 minute, then plug them back in. Give it 3-5 minutes to get started again, then try connecting. Do not press any buttons or reset it.
4. Contact CIT - If you've worked through all the above steps and are still not able to connect, or if you are not able to locate the modem and/or router, contact CIT (x7670 or cit@hope.edu). to arrange for a service call. Be sure to let them know what you've tried up to that point. Most of the time, a technician will be able to correct service problems within 1-2 days, although during peak demand times it may take longer.

© 2009 Hope College | Computing and Information Technology | 110 E. 10th St. | Holland, MI 49423
cit@hope.edu | phone: 616.395.7670 | fax: 616.395.7807