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Troubleshooting Tips
The simple troubleshooting tips below solve most connectivity problems. Refer to your iPassConnect Mobility User Guide for more detailed information. If you are still unable to resolve the problem, call 1 866-849-2853.
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General Tips
- To use iPassConnect mobility, you must first have the iPassConnect™ Mobility Manager installed on a notebook or a Windows Mobile handled device that meets the system requirements.
- Ensure that your account is active and enabled.
- Make sure you've entered your username and password correctly (Caps Lock key should be turned off).
- Check that your iPassConnect phonebook is up to date. It's a good idea to update the phonebook at least once before traveling to make sure your phonebook contains the latest access points.
- Check that an iPass network is available. If necessary, try another access location or number.
- When the iPassConnect client in a Windows Mobile device fails to associate with a hotspot, a network key page pops up saying "The network key you entered is incorrect. Enter the correct key and press Done". This message is being displayed by Windows Zero Configuration and not the iPassConnect client. The solution is to ignore the message by choosing 'Cancel'.
- Sometimes the data networking functionality on Windows Mobile devices can stall. This is nothing specific to iPassConnect, but it can prevent iPassConnect from being able to authenticate to the local hotspot. A device reset will typically resolve this problem.
- Some hotspots will automatically time-out your authentication after a period of inactivity. If this happens, you may still be "connected" to the hotspot, but you will no longer be able to browse the Internet or perform other data functions. If this happens, simply disconnect and re-connect to be re-authorized.
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Wireless Troubleshooting
- Make sure that your Wi-Fi adapter or mobile data card is properly connected and enabled.
- Make sure the Wi-Fi adapter is defined in iPassConnect and active. To verify on notebook computers, go to Settings > Connection Settings > WLAN and select the adapter from the device menu. To verify on Windows Mobile handheld devices, go to Start > Communications Manager > WLAN and ensure that WLAN button is not grayed out.
- Make sure the Access Point you are connecting to does not require 802.1x or WPA2 (which are not supported).
- See the steps under General Tips.
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Ethernet Troubleshooting
- Verify that your laptop is connected with an Ethernet cable to either the desktop Ethernet jack or directly to a connection hub (typically located near the desk in iPass-enabled hotel rooms).
- If you are connecting from an iPass-enabled hotel room, you may need to power-cycle the connection hub. Disconnect the hub's power plug from the outlet, wait at least 60 seconds and plug the power back in.
- See the steps under General Tips.
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Dial Troubleshooting
- Make sure you dial the required prefixes and local dial code for the region. Many hotels require you to dial a number to get an outside line.
- Verify that Dial-Up Scripting is installed. Microsoft Windows Dial-Up Scripting support is required when dialing iPass access points. Scripting is automatically installed with the Windows OS versions supported by iPassConnect.
- See the steps under General Tips.
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Additional Help
If the troubleshooting tips and iPassConnect User Guides do not solve your problems, call 866-849-2853. To assist in troubleshooting, please have the following information available:
- Operating system and version
- iPassConnect™ mobility manager software type and version
- Access point used (city and name or number of the location)
- Any error message you received (including error number, if known)
- Approximate time and day of connection attempt(s)
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