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Wi-Fi – Troubleshooting Guide

PT

This guide helps you to fix the most common issues related to Wi-Fi. Please follow the steps below before contacting support.

1. Types of Problems

Problems related to Wi-Fi can appear in different ways.

    • 📡 Wi‑Fi network does not appear in the list of available networks
    • 🚫📶 Unable to connect to the network
    • 🌐❌ Connected, but no internet access
    • 🐌📶 Slow, unstable, or interrupted connection
    • 🔁📶 Frequent disconnections during use

2. Checks to Perform

Checks should be carried out in the order indicated, testing the service after each step.

Before You Start

    • Does the issue occur only on your device?
    • Are other users in the same area experiencing issues?
    • Does the problem happen everywhere or only in a specific location?

Check Connection Status on the Device

    • Ensure Wi‑Fi is turned on
    • Make sure Airplane Mode is disabled
    • Confirm the wireless network adapter is enabled

Connect to the Correct Network (eduroam)

    • Select the eduroam network
    • Enter your Iscte credentials
    • Confirm the connection is successful (no errors)
    • If there is an error, remove (“Forget”) the network and set it up again

Restart Devices

    • Restart your computer or smartphone
    • If applicable, restart the router/access point:
      • Unplug from power
      • Wait about 30 seconds
      • Plug it back in

Check Wi‑Fi Signal Strength

    • Check the number of Wi‑Fi signal bars
    • Move closer to the access point
    • Avoid physical obstacles (walls, doors, furniture)

Confirm Internet Access

    • Try opening multiple web pages
    • Test different applications (e.g., email, online platforms)
    • Check if other devices have internet access

Run Diagnostics on the Device

    • Run built-in troubleshooting tools
    • Check for system/network driver updates
    • Confirm automatic IP address assignment (DHCP)

Identify Possible Interference

    • Many nearby Wi‑Fi networks (congestion)
    • Electronic devices (microwaves, cordless phones)
    • Too many connected devices

Check Infrastructure Configuration (if applicable)

    • Place router in a central, elevated location
    • Update device firmware
    • Adjust Wi‑Fi channel
    • Choose the appropriate band:
      • 2.4 GHz → better range
      • 5 GHz → higher speed

Additional Tests

    • Test on another device
    • Test another Wi‑Fi network
    • Run speed tests (NET.mede)

3. Best Practices

The following best practices aim to ensure efficient, secure, and continuous use of the services. Applying them helps prevent issues, improve performance, and simplify troubleshooting when problems occur.

Location and Signal

    • Position your device in areas with good coverage
    • Avoid physical obstacles (thick walls, metal surfaces)
    • Ensure strong signal strength (number of Wi‑Fi bars)

Connection and Network Usage

    • Use secure and official Iscte networks (eduroam)
    • Avoid connecting too many devices simultaneously
    • Restart devices periodically

Configuration and Devices

    • Keep the operating system and drivers up to date
    • Update Wi‑Fi adapter drivers
    • Choose the appropriate frequency band:
      • 2.4 GHz → better range
      • 5 GHz → higher speed

Performance and Diagnostics

    • Run speed tests when needed
    • Avoid heavy downloads or streaming on congested networks
    • Validate connectivity in different campus locations (campus, building, floor, room)

3. User Support

If the issue persists after completing all checks, you should contact IT Support.

Quick Checklist

Before contacting Support, confirm:

    • 📶 Wi‑Fi is turned on
    • ✈️ Airplane mode is disabled
    • 🔑 Correct password used
    • 📡 Connected to the correct network
    • 🔁 Device restarted
    • 🔄 Tested with another device
    • 📍 Moved closer to the access point
    • 🌐 Tested other websites/services
    • 🧭 Issue is not widespread (other users are not affected)

Information to Provide

To ensure faster and more effective analysis, always include the following information in your request:

Context

    • Location (building/room)
    • Wi‑Fi network name (e.g., eduroam)
    • Device type (computer, smartphone, etc.)
    • Type of problem (e.g., no connection, slow connection, frequent drops) 

Problem Description

    • Detailed description of the issue 
    • When the issue started
    • Whether it affects other users
    • Whether it occurred after any change

Tests Performed

    • List of checks carried out (e.g., device restart, tested another network, etc.)

Evidence

    • Screenshots
    • Error messages
    • Connection status

Support Channels

Example Requests

Example 1

I am having difficulties connecting to the Iscte Wi‑Fi network (SSID: eduroam) in Building II, room B203. The problem started this morning (05/22/2026). The network appears in the list, but after entering the credentials, the connection is not established. The problem occurs only on my laptop (Windows 11). I tested it on my phone and was able to connect normally.

I have already carried out the following checks:

– Confirmed that Wi‑Fi is on and airplane mode is off
– Checked the credentials
– “Forgot” the network and tried again
– Restarted the computer

Could you please check the situation?

Example 2

I have noticed that the connection to Iscte’s Wi‑Fi network (SSID: eduroam) is quite slow and unstable in Building 3, Iscte Club.

The problem has been occurring since yesterday (21/05/2026), especially during periods of higher usage. The connection remains active, but it has frequent interruptions and difficulties loading pages and accessing online platforms.

I tested the connection on different devices (laptop and smartphone) and the problem occurs on both.

I have already carried out the following checks:

      • Restarted the devices
      • Tested in other locations in the building (with better performance)
      • Checked the Wi‑Fi signal strength (medium to weak)

I kindly request a verification of the network coverage and performance in this room.

FAQ