Follow

Troubleshooting Wi-Fi Connections

If you have followed the instructions for connecting to Wi-Fi but are experiencing problems, please follow the instructions below for a solution. If none of these solutions help, please contact us directly for assistance.

You might want to try and connect using another wireless device (such as a laptop or smartphone) to the problem access point. If this doesn't work then the problem is with the access point, not your device, but this troubleshooting page can still help.

UNDERSTANDING "NETWORK INFO"

The Information Page contains a section called Network Info that gives a summary of the device's connection status. If all the questions have green ticks, the device is completely connected to the Internet. If any of the questions have red crosses, press the Advanced Info button to get more detailed information.

    

If any of the questions have a red cross, there is a problem that may need attention. The following table contains some common explanations and solutions for each problem. Try and address problems at the top of the list first as they are more fundamental than ones below them.

 

PROBLEM MEANING SOLUTION
Am I connected to a network?
There is no active Wi-Fi connection Troubleshoot the access point connection
Do I have an IP address?
No IP address has been allocated to the device. It may be connected to the access point, but for some reason DHCP is not working. Check if the MAC address needs to be registered with your system administrator before devices can connect. 

The access point may be rejecting the device because of a signal quality policy. Try going closer to the access point to improve signal quality, if that works, relax the quality policy in the access point's configuration page.
Can I reach the gateway?
No gateway has been allocated or the gateway is not responding to ping requests. The access point may be specifically configured to not respond to ping requests, in which case this test in inaccurate. 

The DHCP server may be incorrectly configured and is giving out the wrong IP address for the gateway.  See the Wi-Fi Information page for details of the gateway IP address.
Can I reach DNS1?
The primary DNS server is not responding to ping requests. The DNS server may be specifically configured to not respond to ping requests, in which case this test in inaccurate. 

The DHCP server may be incorrectly configured and is giving out the wrong IP address for the primary DNS server.
Can I reach 8.8.8.8?
This IP address is one of Google's public servers and is very stable. It means that IP routing is not working independent of any DNS-related problems you may be experiencing. You may require proxy authentication to connect through your access point. Contact your network administrator for proxy login details and follow the proxy setup guide.
Do I know http://www.google.com?
The DNS server was unable to resolve the name www.google.com. Try resetting your device and your access point in case the DNS lookup table is stale.
Can I reach http://www.google.com?
The device was unable to ping this address. Your Internet firewall may be blocking this address. Check if you can reach it through a browser on a different computer using the same network. Then, if this works, try using the tablet's built-in browser (from the Teacher Category).
Can I reach https://www.google.com?
The device was unable to ping this secure address. This will not affect most applications, but could cause some secure websites to fail. Your Internet firewall may be blocking HTTPS ports.
Can I reach Google services on port 5228?
The device was unable to reach Google mobile services at mtalk.google.com on port 5228. This is likely to prevent real-time communication between your device and the edredi server. Your Internet firewall may be blocking outbound connections on port 5228. Contact your local IT administrator.
Do I know http://data.edredi.com?
The DNS server was unable to resolve the name data.edredi.com. Try resetting your device and your access point in case the DNS lookup table is stale.
Can I reach http://data.edredi.com?
The device was unable to ping this address. It is important because this is the content delivery server for edredi. Your Internet firewall may be blocking this address. Check if you can reach it through a browser on a different computer using the same network.
Do I know https://api.edredi.com?
The device was unable to ping this secure address. This will not affect most applications, but could cause some secure websites to fail. Your Internet firewall may be blocking HTTPS ports.
Do I know
http://api.edredi.com?
The DNS server was unable to resolve the name api.edredi.com.  Try resetting your device and your access point in case the DNS lookup table is stale.
Can I reach
http://api.edredi.com?
The device was unable to reach the file ok.html. It is important because this is the control server for edredi.  Your Internet firewall may be blocking this address. Check you can reach it through a browser on a different computer, then, if that works, using the tablet's built-in browser (from the Teacher category).
Can I reach
http://cloud.edredi.com?
The device was unable to ping this address. This is important because this is the cloud server for edredi.  Your Internet firewall may be blocking this address. Check you can reach it through a browser on a different computer, then, if that works, using the tablet's built-in browser (from the Teacher category).
Can I post to ClassCloud?
 The device was unable to upload to the ClassCloud.  Your Internet firewall or proxy may be preventing file uploads. Please contact your local IT administrator.
Can I reach the timeserver?
The device was unable to get the current time from the server time.edredi.com. This will prevent edredi from synchronizing the clock Your internet firewall may be blocking this address or the NTP port (123). It is safe to allow all outbound traffic on port 123.

TROUBLESHOOTING THE ACCESS POINT CONNECTION

The Information Page contains a Wi-Fi Information button that launches a report about the currently active access point and any other access points the device is monitoring (in the Wi-Fi Scan section).

 

Some common problems can be diagnosed using this page:

  • State is Disabled

    Make sure Wi-Fi is enabled in the device settings and that Airplane mode is Off.

  • My access point is not in the Wi-Fi Scan list

    Check that your access point SSID isn't hidden.

    For the devices that only operate on 2.4Ghz: Check that your access point is set to either channel 1, 11 or 6 (these are channels that do not overlap each other in the US), but be sure it's a channel that isn't already being over-used by other APs.

    For the devices using 5GHz: Try changing the channels for the access point to one of the following: 36, 44, 149, 157, 165.

  • Can't connect to my access point

    Check the Wi-Fi scan lists the access point and that the signal strength is above -80dBm.

    For the devices that only operate on 2.4Ghz: Check that the access point is using channel 1, 11 or 6, as these are the channels that do not overlap each other for the US. Again, make sure that it's not a channel that is being over-used by other APs.

    For the devices using 5GHz: Try changing the channels for the access point to one of the following: 36, 44, 149, 157, 165.

    Check that there are no strong signals on potentially overlapping channels and change your access point channel if there are.

    Check the device Wi-Fi settings. If your access point is listed with the subtitle "Avoided poor Internet connection", then your access point has been temporarily blacklisted because of repeated failed attempts to connect. Disable and enable Wi-Fi to try again using this troubleshooting guide.

    Consider how many other devices are connected. Some wireless routers are very limited on the number of devices that can be connected at any given time, especially if they are far away or if there are many other networks nearby. Try disconnecting all other devices temporarily.

  • Supplicant State is COMPLETED, but no IP address is allocated.

    The access point is refusing to connect fully, possibly because of poor signal quality, possibly because of MAC address filtering. Move closer to the access point or contact your network adminstrator to register your MAC address.

  • Supplicant State is INACTIVE

    The Wi-Fi radio has gone to sleep because it cannot find a valid access point. It will wake periodically to check again or you can disable and enable the Wi-Fi radio to force it to wake up.

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request

Comments

Powered by Zendesk