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Mobile Devices at UVa

Troubleshoot iOS Connection Problems

If you’re having issues connecting to the University’s cavalier wireless network on your iOS device, be sure you have checked the following things:

Is Wi-Fi Definitely On?

Ensure the Wi-Fi switch on your iPhone, iPad, or iPod Touch is turned on! If you are experiencing problems getting connected, you may want to turn Wi-Fi OFF, wait a few seconds, and then turn it back ON again.

Note that if you are on a 3G/4G device (using a Verizon/AT&T/other vendor signal), your Wi-Fi switch may be set to OFF by default; so you will need to be sure you actively turn it ON before you can detect wireless network. To do this:

  1. Tap Settings, then Wi-Fi.
  2. Toggle the ON/OFF switch.

Are a Username & Password Requested?

If you are prompted for a username and password after trying to connect to UVa’s encrypted cavalier wireless network, your certificate is not being properly used for authentication. To fix this:

  1. Leave the Username and Password fields blank.
  2. Tap Mode.
  3. Select EAP-TLS, then tap the back button labeled Enter Password.
  4. Still leaving the Username field blank, tap Identity, select your certificate, and again tap the back button labeled Enter Password.
  5. Tap Join (Join is located on the keypad).
  6. If prompted, accept the wireless.itc.virginia.edu server certificate.

Do You See an Error That Your Profile Failed to Install?

If you see an error that your profile failed to install, such as this one:

Profile Error

then you probably ran the iOS automated Network Setup Tool and got a new profile before removing your old one first.

To correct this problem, simply remove your old profile, then re-run the iOS automated tool to continue your wireless configuration.

Have You Tried Manually Rebooting Your iPhone, iPad, or iPod Touch?

Make sure you manually reboot your device. Often your device will successfully connect to cavalier after a reboot; sometimes that is the only thing that will fix a connection problem. To reboot:

  1. Hold down the power button on top of your device until you see the option Slide to Power Off.
  2. Slide to power off your iPhone/iPad/iPod Touch.
  3. Wait a few minutes, then push that top button to turn it back on again.

Have You Removed Your Old Profile?

Before you re-run the Network Setup Tool, be sure you ensure you have removed all old profiles! Your device may give you an error if you have an expired certificate, which could prevent your successful connection to a UVa wireless network.

To delete your old profile(s), such as to renew an expired digital certificate or when you receive a message that the downloaded profile was signed with a different signature and cannot be installed:

  1. Go to Settings, then General, then Profile.
  2. Select the “University of Virginia” profile and click Remove on the resulting screen.
  3. You may need to reboot the device.

Once you have finished removing old profiles, follow the instructions for connecting your iOS device to wireless again.

Have You Removed Your Old Network Settings and Certificates?

Reset your network settings and ensure you have removed all old certificates. Your device may have previous configurations or certificates which could interfere with your attempt to configure for wireless at UVa. Once you have finished removing these, you will probably need to reconfigure your device for wireless by following the instructions for connecting your iOS device to wireless again. To reset your network settings:

  1. Go to Settings, then General, then Reset.
  2. Select Reset Network Settings. (Note that this will also erase any passwords you may have saved to connect to other Wi-Fi networks.)
  3. Reboot the device.
  4. When you have turned it back on again, repeat. (Often you need to do this twice, and manually reboot afterwards both times, for the reset to work.)

To remove all old digital certificates on the device:

  1. Go to Settings, then General, then Profile.
  2. Tap the arrow to the right of any old certificates to select them.
  3. Tap Remove for each certificate.
  4. Reboot the device.

Has Your Device Been Wiped?

A digital certificate is required to connect to UVa’s encrypted cavalier wireless network. But with one installed, your identity can easily be stolen along with your mobile device, if it is not locked. You are therefore required to set a passcode and auto-lock on your device if you connect to cavalier. (See more about the passcode policy requirement).

After 10 consecutive bad passcode login attempts, your device will become temporarily disabled for longer and longer intervals, until it no longer works.

If your device does get wiped, you may restore it via iTunes on the computer with which you last synched it. For more info, see Apple’s articles, “Wrong passcode results in red disabled screen” and/or “Unable to update/restore.”

  Page Updated: Friday 2012-09-07 12:09:36 EDT