Wireless troubleshooting

Troubleshooting Windows XP and Windows 7 & 8

*Limitations and disclaimers

Login page of City of Burnaby Wi-Fi: https://guestportal.burnaby.ca/login.html (You should be directed to this page after your device connects the wireless network. In rare cases this redirection doesn't happen and it might work to enter this address manually).

A. Cannot see the wireless signal. Check for available wireless networks connections (usually via taskbar icon). If you don't see any available wireless networks your wireless card could be turned off or not working:

  1. Some laptops have a physical switch to turn on a wireless signal. Check the front, sides and back and ensure the switch is on. It's also possible to turn wireless on/off using a Function key shortcut (eg, Fn + F2) or other key on the keyboard.
  2. If the wireless card is on, software settings may be the problem. Check your manual to determine how to enable your wireless card. E.g, on most Windows laptops ensure the wireless 'Network Connection' is enabled: XP: Start - Control Panel - Network Connections. Windows 7: Start - Control Panel - Network and Sharing Center - Change adapter settings. Right click to enable.

B. Can see wireless signal ("Burnaby Public Library") but cannot access login page in browser. Problem might be not receiving an IP address.

  1. XP: Start - Control Panel - Network Connections. Right click on Wireless connection, Properties, ensure there is an entry for TCP/IP and that it is checked. Select that entry - Properties, and ensure 'Obtain an IP address automatically' is selected. Same for 'Obtain DNS server address automatically'.
  2. Windows 7: Start - Control Panel - Network and Sharing Center - Change adapter settings. Right click on Wireless connection, Properties, ensure there is an entry for TCP/IP (IPv4) and that it is checked. Select that entry - Properties, and ensure 'Obtain an IP address automatically' is selected. Same for 'Obtain DNS server address automatically'.
  3. Windows 8: Choose your network connection, click right mouse button, click Properties. Click Internet Protocol Version 4 (TCP/IPv4), and then click Properties. Follow step 2 above and check that it is set to obtain an IP address automatically.
  4. (Can also use command prompt to do the same thing. Start > Run and type: CMD. Click OK. A command prompt window will appear. Type "ipconfig/all". This displays the full configuration information. If the IP address is anything other than 10.x.x.x, then it is likely you have a static IP assigned. Note the heading 'DHCP enabled' – it should say "yes." If "no," then you must change your TCP/IP settings as follows. Install and configure TCP/IP software by opening the Network icon in the Control Panel. Under Protocol settings, add TCP/IP. Set the IP address to obtain an IP address automatically. Leave all other fields blank. Restart the laptop for the changes to take effect. After making these changes, release/renew your IP address. Typing "ipconfig/release" releases the IP address. Typing "ipconfig/renew" renews the IP address.)
  5. Another possible solution: Open command prompt (Start menu - type 'command' and right click on 'Command Prompt' and choose 'Run as administrator') and type the command 'ipconfig /flushdns'  (no quotes). Restart your PC after doing this.
  6. Microsoft states that the following command might help resolve Windows 8 Internet connection issues. As in 4 above open command prompt as administrator and type: 'netsh int ip reset' (no quotes). Then restart your computer.
  7. If you are getting 'limited connectivity" errors in Windows 8 there may by a problem with your network adaptor driver. Google your version of Windows (eg, "limitied connectivity Windows 8.1") for articles on how to revert to an earlier driver. Eg, Dell has this page for 8.1.

Troubleshooting Apple devices

There are known issues with iOS devices and 'Accept' (captive portal) pages. There doesn't appear to be any single fix; however, we have found the following have worked for some users:

First make sure you can see the WIFI network: Settings - WiFi. You should see "Burnaby-Library-Wifi". If not, make sure your Wi-Fi is turned on. If the 'Accept' page doesn't popup, try the following, one at a time, and try to reach the internet after each step:

  1. Restart your device.
  2. Reset your network settings: Settings - General - Reset - Reset Network Settings.
  3. Turn off Auto-Login: Settings - WiFi - select "Burnaby-Library-Wifi", when a check mark appears beside it press the "i" button on the right hand side. Shut off the 'Auto-Login' switch. Retry using the internet.