Troubleshooting steps for connecting to Eduroam


Eduroam is a secure global roaming wireless network for the research and education sector.

To connect to the network for the first time, refer to the following article: Eduroam (Wi-Fi) - Homepage

Users may experience issues while attempting to connect to eduroam after following standard instructions, this could be due to various reasons. This article guides users to undertake additional troubleshooting steps which will allow them to connect to the network.

Please ensure the time zone on your devices is set to the Australian Eastern Standard Timezone (GMT +10) prior to connecting to Eduroam.

 

Table of Contents

Windows

If you are experiencing issues connecting on a Windows 10 or 11 device:

  1. Turn off the Wi-Fi on your machine, wait a minute or two, then turn it on again.
  2. Remove or 'Forget' any networks associated with Deakin (Guest Wifi, Deakin Setup, Deakin OpenDay, Eduroam). Instructions are found in the articles linked below:

    Forgetting the Eduroam network may only work on BYO devices. Deakin Windows MOE are all pre-configured to connect automatically to Eduroam.
  3. Restart the laptop using the restart option in the Start menu.
  4. Attempt to reconnect to eduroam. Instructions are found in the articles linked below:

Mac

If you are experiencing issues connecting on a Mac device:

  1. Turn off the Wi-Fi on your Mac, wait a minute or two and turn it on again.
  2. Confirm that the location under Wi-Fi settings is set to automatic.
  3. Remove any networks, profiles or keychain entries related to Deakin (Guest Wifi, Deakin Setup, Deakin OpenDay, Eduroam). Instructions are found in the following article: Personal (BYOD) Mac - Removing and Reconnecting to eduroam
  4. Ensure that all DNS entries are removed by following the instructions in the following Apple Support article: Change DNS settings on Mac
  5. Restart your Mac by selecting the Apple icon in the top left, and then Restart.
  6. Attempt to reconnect to eduroam  by following the instructions in the following article: Connecting to Wi-Fi (eduroam) on macOS

iOS

If you have rejected the new eduroam certificate, iOS will attempt to use the previous certificate repeatedly and may temporarily lock your account. Please follow the steps below if this occurs, and then wait 20 minutes, before attempting to connect again.

If you are experiencing issues connecting on an iPhone/iPad:

  1. Turn off the Wi-Fi on your iPhone/iPad, wait a minute or two and turn it on again.
  2. Remove any networks, or profiles entries related to Deakin (Guest Wifi, Deakin Setup, Deakin OpenDay, Eduroam): Instructions are found in the following article: How do I forget a Wi-Fi network on my iPhone or iPad?
  3. Restart your device.
  4. Attempt to reconnect to eduroam by following the instructions in the following article: Connecting to Wi-Fi (eduroam) on iPad/iPhone/iPod

Android

Wireless setup on Android devices can vary between different manufacturers, and the following is a general guide. Additionally, some Android devices may advise they are connecting for a few minutes. If so, moving to a different part of the building may result in a successful connection.

If you are experiencing issues connecting on Android:

  1. Turn off the Wi-Fi on your Android, wait a minute or two and turn it on again.
  2. Please ensure mobile data is turned off.
  3. Remove any networks associated with Deakin (Guest Wifi, Deakin Setup, Deakin OpenDay, Eduroam).
  4. Restart your Android device.
  5. Attempt to reconnect to eduroam by following the instructions in the following article: Connecting to Wi-Fi (eduroam) on an Android device

Eduroam is connected but websites won't load

If you have successfully connected to eduroam, however you are unable to load any websites, try using a different browser. For example, if you are using Chrome on a Mac swap to Safari. If you are using Edge on a Windows machine, try using Chrome or Firefox.

If you require any further assistance, please contact the IT Help on 1800 463 888.