Apartment Troubleshooting

 

 

If you are having access problems we first suggest that you experiment by disabling pop-up blockers, anti-spyware and anti-virus utilities.  Public Wi-Fi networks, including ours, typically work by redirecting your browser from your usual home page—perhaps Yahoo! Mail or Google—to the login page that acts as the secure entry to the hotspot network.  Security utilities sometimes prevent this redirection, mistakenly assuming that the redirection request is malicious. 

If you discover that your Citi-Net service operates perfectly when these utilities are turned off, you should contact the security utility manufacturer to determine how to configure your software for both protection from malicious activity and access to hotspot networks.

 

If you’ve experimented with disabling your security utilities, check below for more suggestions: 

 

  1. I appear to be connected to the “Citi-Net Internet” wireless network.  When I open my browser, I get a blank page with the words “Trying to connect” at the bottom.

  2. When I open my browser it immediately brings up a page which says, “This page cannot be displayed”.

  3. I see the login page.  I enter my password.  After a few moments, the login page loads again.

  4. My wireless card reports low signal strength.

  5. My computer is logging onto other networks or logging off Citi-Net by itself!

 

(1)  I appear to be connected to the “Airpath” wireless network.  When I open my browser, I get a blank page with the  words “Trying to connect” at the bottom.

 

For Windows

 

 

1.       Click the “Stop” button on your browser tool bar. 

2.       On the “Tools” menu, click “Internet Options”. 

3.       In the tabbed box which appears, click the tab at the top marked “Connections”. 

4.       Click the button near the bottom marked “LAN Settings…”. 

5.       Make sure that all boxes are unchecked.

6.       Click “OK” to accept any changes or to exit the box. 

7.       Click “OK” again in the Internet Options box. 

8.       Close and restart Internet Explorer.

 

LAN Settings Box

 

For Macintosh

 

  1. Click the “Stop” button on your browser tool bar. 
  2. On the Edit menu, click Preferences.
  3. Look through the list of options on the left side until you see the Network heading. Click on the right arrow next to Network.
  4. Click on Proxies and make sure that you do not have a proxy enabled.
  5. Close and restart Internet Explorer.

 

 

(2)  When I open my browser it immediately brings up a page which says, “This page cannot be displayed”.

 

For Windows

 

 

  1. Click on “Start” and then “Run”. 
  2. In the box marked Open type: ncpa.cpl. 
  3. Click “OK”.

 

 

  1. A new window titled Network Connections will open.  In the main section of this box you should see this heading: LAN or High-Speed Internet.  Underneath this heading is a list of network connections on your computer.  Look for one called Wireless Network Connection. 
  2. Right-click on this icon and click “Properties”.  This will open a box titled Wireless Network Connection Properties.

 

 

 

5.       In the section labeled “This connection uses the following items”, review the three items circled above.  If you have any additional items—for example “QOS Packet Scheduler”—uncheck the box next to each additional item.

 

6.       Select “Internet Protocol (TCP/IP)”.  Click on the button below it titled “Properties”.

 

 

 

 

8.      Make sure that “Obtain an IP address automatically” and “Obtain DNS server address automatically” are selected.

9.       Click “OK” to exit the Internet Protocol (TCP/IP) Properties box.

10.   Click “OK” to exit the Wireless Network Connection Properties box.

11.  Reboot your machine.

12.  Open your browser and login.

 

 

 

 

For Macintosh

 

  1. Click the “Stop” button on your browser tool bar. 
  2. On the Edit menu, click Preferences.
  3. Look through the list of options on the left side until you see the Network heading. Click on the right arrow next to Network.
  4. Click on Proxies and make sure that you do not have a proxy enabled.
  5. Close and restart Internet Explorer.

 


(3)  I see the login page.  I enter my password.  After a few moments, the login page loads again.

 

There are several possible causes of this behavior.  Before further troubleshooting, simply try to go to another website, either by typing an address in the address bar or by selecting one of the sites in your Favorites folder.  You may already be logged in.

 

You may have a DNS problem.  This is caused when your computer is remembering settings from another wireless network, which can prevent your machine from communicating with our network.  Follow the steps in the answer to question 2 to make sure that your computer is obtaining a DNS server address automatically.

 

After completing the steps detailed in the answer to question 2, use the following steps to renew your DNS settings.

 

For Windows 95, 98 and ME

 

  1. Click on the “Start” button and click “Run”.
  1. In the Open box type “winipconfig”.  A box will open titled IP Configuration. 
  2. There are six buttons at the bottom.  First click on “Release All”. 
  3. Wait for a few moments.  Click “Renew All”. 
  4. Close this utility by clicking “OK”. 
  5. Close and restart Internet Explorer.

 

For Windows NT, 2000 and XP

 

  1. Click on the “Start” button and click “Run”.
  2. In the Open box type “cmd”.  Click “OK”.  A command prompt window will open.
  3. Type “ipconfig /release”.
  4. Wait a few moments.  Type “ipconfig /renew”.
  5. Type “exit”.
  6. Close and restart Internet Explorer.

 

 

For Macintosh

 

  1. Click on “System Preferences” in the dashboard. 
  2. In the Internet & Network section, click “Network”. 
  3. In the Network box, click on “Configure”.
  4. Click “TCP/IP” in the center of the page.
  5. Next to Configure IPv4, make sure the current setting is Using DHCP.
  6. Click “Renew DHCP Lease”.
  7. Close these configuration boxes.
  8. Close and restart Internet Explorer.

 

 

(4)    My wireless card reports low signal strength.

(5)    My computer is logging onto other networks or logging off Citi-Net by itself!

 

Both of these problems are usually due to poor communication with the Citi-Net radios.  Since we install our networks with full coverage throughout the building and monitor the equipment remotely for any failure, this problem is likely due to a weak wireless adapter in your machine. 

 

Until recently, the most common wireless adapters were external plug-in PC Cards.  These cards typically use low-power radios and a poor antenna design.  To learn more about these issues, read below.  If you’re looking to upgrade your card and want to jump immediately to a review of our favorite—the SMC 2532W—then click here.

 

The radio in your present card is likely 30 mW (out of a legal limit of 200 mW).  Your first thought may be, "Why do I own a card with only 15% of full power?"  Many cards are built with low-power radios because more powerful radios consume your laptop’s battery life more quickly.

If you’re using a television or FM radio with an antenna, you very likely don’t have the antenna folded flat (parallel to the ground).  But most PC cards use an antenna which is flat (horizontal) because such cards are easier to manufacture.   Some cards offer a flip-up antenna, which is a much better choice.  Best of all are the cards which have a small jack for an antenna which clips to the back of your screen or sits on the desk next to you.  Our recommendation may be found here.