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WiFi at UVA

UVA Network Setup Tool (NST) Troubleshooting

Common Problems & Issues When Running the UVA Network Setup Tool

Solutions & Answers for Common Problems

Password-Related Problems

What password do I provide when the Tool prompts me for one?

Use your UVA password.

I forgot my password. What do I do?

Reset your password through the links on the UVA Login Information webpage. If you are unable to use any of the options there, contact the UVA Help Desk.

Error Messages

The Tool won’t run; it says it has no “active network connection.”

To run the Tool successfully, you must be connected to the Internet on a UVA network (either on the Welcome_to_UVa_Wireless WiFi network, or on a wired Ethernet connection, but not both).

If you are having problems using the Tool via wireless, try it with a wired Ethernet connection. Just be sure you have first disabled your wireless:

  • On Windows: In the Network Connections panel, right-click Wireless Network Connection, then select Disable.
  • On Mac: From the AirPort Menu, select Turn Airport Off.
Of course, once you have run the Tool successfully, you will need to re-enable your wireless connection.
The Tool claims I have an “Authentication Failure.”
This means the personal information you entered into the Tool does not match UVA records exactly. So, double-check the following:
  • Confirm that “Caps Lock” is not enabled on your computer.
  • Verify your 9-digit University ID number against what’s printed on your UVA ID card.
  • Double-check the order of the digits you entered in the Date of Birth field: 4-digit year, then 2-digit month, then 2-digit day.
  • Ensure you used your UVA password.
The Tool reports “The setup of your cavalier wireless networking service failed.”

If you have a non-English version of Windows, you may see this error, but if your wireless connection is working, you can safely ignore it.

If you have an English version of Windows, this error has likely occurred because you have other software managing your wireless connection instead of the Windows operating system itself.

Note that resolving this problem (i.e., enabling Windows to manage your connection) is necessary to set up your wireless at UVA, but may change the way you connect to other wireless networks elsewhere.

  • If Intel is managing your wireless card: The Intel Proset can usually be turned off by starting that program and pressing the F10 key; it may be either on the Programs menu or in Control Panels. It can also be removed using Add/Remove Programs.
  • If another brand of software is managing your wireless card: Other software vendors (e.g., Broadcom, Netgear, and Linksys) may have a menu option or checkbox to “Use Microsoft Client” or “Use Windows Client” to manage the card instead. You may need to check all the menus in the card software to find it.

A reboot may be required after turning off the management software.

On some Windows systems, if the wireless adapter isn’t named “Wireless Network Connection,” it may not be possible for the NST to configure the correct adapter. To fix this:

  1. Open the Network and Sharing Center (in the Control Panel), then click Manage network connections, under Tasks on the left.
  2. Locate the icon for your wireless interface. (It will feature stepped green bars.)
  3. If it is not named “Wireless Network Connection,” right-click on the icon and select “Rename” and change the name to say exactly: Wireless Network Connection (capitalization and spaces do matter!).
  4. Run the Tool again.


After I restart my Mac (or wake it from Sleep), my WiFi doesn’t work. What should I do?

Wait one minute for the connection to establish. If it still does not work, turn AirPort off, then back on. (From the AirPort Menu, select Turn Airport Off, wait a moment, then Turn Airport On.) Wait a minute for the connection to establish again.

This problem may be lessened by running Software Update from the Apple menu to obtain the latest Mac OS updates.

The Tool says my WiFi configuration is complete, but something’s not working. The “Test” button fails to open UVA’s homepage as it should. What’s wrong?
Troubleshooting tips:
  • Verify your computer’s date and time are set correctly.
  • Wait 3 minutes; sometimes initial connections take longer to establish.
  • Restart your computer, then wait 3 minutes again.
  • Update your computer’s operating system software:
    • Windows: While connected via a wired Ethernet connection, download and install the latest wireless software/driver for your computer from the manufacturer’s website. If you are unsure how to do this, contact the UVA Help Desk.
    • Mac: While connected via a wired Ethernet connection, select and run Software Update from the Apple menu.

Click anywhere on the pop-up (but not on the “X” in the top right corner to close it!). If you have more than one digital certificate installed, you will be prompted to pick one to use. Select the newest one that was issued by “UVA Standard Assurance SKP 1.”

  Page Updated: Monday 2018-09-10 16:25:12 EDT