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MyEITC

Troubleshooting

To see the questions and methods, click on the step or use the arrow up and down keys to navigate them.

Overview

This document will provide troubleshooting documentation for the EITC Wireless connection and Windows XP.

NOTE: It is mandatory that you must have Javascript enabled for EITC Wireless access. This should already be enabled, as it is by default in most browsers.

Question 1: Does the problem occur at other locations?
  • Yes: Proceed to Question 3.
  • No: Proceed to Question 2.
Question 2: Do you have a strong wireless signal?
  • Yes: The Access Points may be sending on similar channels and causing signal interference.
    • Solution: Please move to another location. Unfortunately, there are locations where signal interference does occur. Although this is unfortunate, many times, simply moving to a nearby location will solve the issue. If this is a recurring issue with this location, please contact the EITC Help Desk at (208) 524-3000 ext. 3472 or email wireless@eitc.edu to report this location.
  • No: Your current location does not have a strong enough signal to support wireless.
    • Solution: Please move to another location.
Question 3: Does the connection start, then stop?
  • Yes: Perform the following steps:
    • Solution:
      • Click on the "Start" button.
      • Select "Run..."
      • Type "CMD" and click "OK"
      • Type "SC.EXE STOP WZCSVC and press "Enter"
    • Did this solve the problem?
      • Yes: Please see Methods to Remedy Issue Solved by Stopping WCZ below for an explanation of the problem.
      • No: Proceed to Question 4.
  • No: Perform the following steps:
    • Solution:
      • Click on the "Start" button.
      • Select "Run..."
      • Type "CMD" and click "OK"
      • Type "NETSH INT IP RESET" and press "Enter"
    • Did this solve the problem?
      • Yes: You had a corrupted TCP/IP stack, which may have occured from adware removal tools.
      • No: Proceed to Question 4.
Question 4: Do you have Windows XP Service Pack 2 (SP2) installed?
  • Yes: Please see Methods to Remedy Issues on a Computer with SP2 Installed below for further assistance.
  • No: Proceed to Question 5.
Question 5: Are your Windows patches up to date?
  • Yes: Please see Methods to Remedy Issues on a Computer Without SP2 Installed below for further assistance.
  • No: Perform the following:
    • Solution: Download the latest windows Patches (except SP2) from the Microsoft Windows update page.
    • Did this solve the problem?
      • Yes: Microsoft produced a patch in the wireless network rollup for WINXP-SP1.
      • No: Please see Methods to Remedy Issues on a Computer Without SP2 Installed below for further assistance.
Methods to Remedy Issue Solved by Stopping WCZ

This is a known problem with Wireless Zero Configuration (WZC) in services. Windows XP tries to find a better signal and drops the first one.

Here are the options that are available for future fixes:

  1. Repeat the above action whenever you have a problem. This tends to be tedious and can result in a lot of reconnects.
  2. You could try to stop Windows XP from trying to grab a better wireless connection by waiting until you get a good connection, and then:
    • Click on "Start"
    • Select "Run..."
    • Type "CMD"
    • When the command prompt comes up, type "SC.EXE STOP WZCSVC" and hit enter
      • NOTE: if you roam to another area after this...it may be necessary to follow the above steps, but instead of the above command, type "SC.EXE START WZCSVC"
  3. You could create a file containing the single line "SC.EXE STOP WZCSVC" with a return at the end (a blank line created by pressing "Enter" at the end of the above text). Save this file as "STOPWZC.BAT" and place the file on the desktop.
  4. Find the Wireless Zero Configuration in services and set it to load automatically and set each failure to "Restart the service."
  5. Turn off "Use windows to manage wireless networking" in the advanced section of the wireless connection. This forces Windows to use the hardware manufacturer's driver.
  6. Turn off Wireless Zero Configuration completely by changing its service load setting from Automatic to Manual (this is not really a good idea, since it stops roaming services).
Methods to Remedy Issues on a Computer with SP2 Installed

Try the following:

  1. Disable and then Enable the wireless connection.
  2. Check the "Allow me to connect...even though it is not secure" check box of the wireless connection.
  3. Turn off "Use windows to manage wireless networking" in the advanced section of the wireless connection.
  4. Turn off the Windows XP Firewall and recheck the connection.
  5. Verify that the hardware is working using the "Device Manager."
  6. Perform the following steps:
    • Click "Start"
    • Select "Run..."
    • Type "CMD" and click "OK"
    • When the command prompt opens, type "IPCONFIG /RENEW ALL" and hit "Enter"
  7. Manually add the SSID to the list of preferred networks.
  8. Make sure that the machine name does not include the underscore (_) character.
  9. Remember that a connection symbol just means that an Access Point (AP) has been located, but does not necessarily mean that you are connected to that AP.
  10. Use the Repair menu option in the wireless connection.
  11. Disable the WEP authentication of wireless connections.
  12. Uncheck the "Enable IEEE 802.1X authentication" checkbox on the authentication tab of Wireless Networks.
  13. Perform the following steps:
    • Click "Start"
    • Select "Run..."
    • Type "CMD" and click "OK"
    • When the command prompt opens, type "NETSH RAS SET TRACING * ENABALED" and hit "Enter" to look at the WZCDLG.LOG file.
  14. If this does not resolve the issue, contact the EITC Help Desk at (208) 524-3000 extension 3472 or email wireless@eitc.edu for further support.
Methods to Remedy Issues on a Computer without SP2 Installed

Try the following:

  1. Disable and then Enable the wireless connection.
  2. Check the "Allow me to connect...even though it is not secure" check box of the wireless connection.
  3. Turn off "Use windows to manage wireless networking" in the advanced section of the wireless connection.
  4. Turn off the Windows XP Firewall and recheck the connection.
  5. Verify that the hardware is working using the "Device Manager."
  6. Perform the following steps:
    • Click "Start"
    • Select "Run..."
    • Type "CMD" and click "OK"
    • When the command prompt opens, type "IPCONFIG /RENEW ALL" and hit "Enter"
  7. Manually add the SSID to the list of preferred networks.
  8. Make sure that the machine name does not include the underscore (_) character.
  9. Remember that a connection symbol just means that an Access Point (AP) has been located, but does not necessarily mean that you are connected to that AP.
  10. Consider installing Windows XP SP2. This fixes dropped EAP connections, but has had some issues with certain hardware. You will want to make sure you check with Microsoft prior to installing to see if you will have any issues.
  11. If this does not resolve the issue, contact the Help Desk at (208) 524-3000 extension 3472 or email wireless@eitc.edu for further support.

Eastern Idaho Technical College, 208.524.3000, 1600 S 25th E, Idaho Falls, ID 83404

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