| No. | Topic | University Helpdesk Should Check |
|---|---|---|
| 1 | WiFi Not Working for a Student | Is the student connecting to the correct SSID? Is the issue location-specific or campus-wide? Can other students connect in the same area? Check if the user is blocked (MAC filtering, captive portal auth, etc.) |
| 2 | Unable to Connect to Captive Portal / Authentication Fails | Can the student reach the captive portal login page? Are credentials correct (if using SSO or university login)? |
| 3 | 802.1X Authentication Failure (Eduroam / University Login) | Verify user credentials work on other university systems. Ensure correct login format. |
| 4 | Unauthorized Devices Joining the Network | Review MAC address whitelist/blacklist policy. Enable 802.1X or captive portal enforcement. Check logs for repeated failed or spoofed attempts. |
| 5 | Clients Can’t Communicate on Same SSID (e.g., AirDrop, Gaming) | Check if client isolation is enabled. |
| 6 | WiFi Disconnects When Using VPN or Certain Apps | Is it app-specific or VPN profile-related? Inspect firewall/IPS logs for blocked tunnels. |
| No. | Topic | University Helpdesk Should Check |
|---|---|---|
| 1 | Students Can't See the SSID | Is WiFi enabled on the student’s device? Are other nearby students seeing the SSID? |
| 2 | WiFi Works in One Location but Not Another | Is the affected building on the same VLAN and SSID? |
| 3 | Access Point Offline / Not Detected | Verify AP power (PoE switch port status). Check if cable is unplugged or port shut down. |
| 4 | Students Getting IP Address Conflict or No IP Assigned | If any static IP has been assigned manually by the student. Confirm DHCP server is reachable. |
| 5 | Duplicate SSID Seen / Conflict with Other Networks | Are multiple SSIDs with the same name appearing? Is this occurring in a student dorm or shared building? |
| 6 | Wireless Printer or IoT Device Won’t Connect | Is the device 2.4GHz-only? Is it trying to connect to a hidden or secured SSID? |
| 7 | Student Can't Connect Because Device Uses Outdated WiFi Standard | Check if device is 802.11b/g-only. |
| No. | Topic | University Helpdesk Should Check |
|---|---|---|
| 1 | Students Can’t Reach Internet but Connected to WiFi | Can the student ping the gateway or access internal university sites? Check if browser proxy settings are interfering. |
| 2 | WiFi Working but Some University Systems Inaccessible | Confirm IP subnet has routing to internal systems. Validate VLAN-to-VLAN routing and ACLs. Check DNS for internal resolution issues. Test from wired and wireless for comparison. |
| No. | Topic | University Helpdesk Should Check |
|---|---|---|
| 1 | Intermittent Connection / Dropped Signal | Is the student moving between buildings (roaming)? Check interference sources (microwaves, metal walls, etc.) |
| 2 | Slow WiFi Performance | Is this a peak usage period (e.g., lunchtime)? Are many students affected or just a few? |
| 3 | High Client Retry or Packet Loss Rates | Check APs availabilities. |
| 4 | Client Devices Frequently Switching Between 2.4GHz and 5GHz | Suggest clients "forget and rejoin" network to reset behavior. |
| No. | Topic | University Helpdesk Should Check |
|---|---|---|
| 1 | Issues with Roaming Between APs | Does the issue occur while moving between classrooms or buildings? |
| 2 | Clients Frequently Deauthenticated | Check controller for deauth reasons (e.g., idle timeout, auth failure, AP reassociation). |
| No. | Topic | University Helpdesk Should Check |
|---|---|---|
| 1 | Controller Unreachable / GUI Not Loading | Ping the controller IP from inside and outside the network. Check for DNS resolution issues. |
| 2 | Controller License Expired | Contact TTHC Support. |
| 3 | Controller Showing “High CPU” or “Memory Usage” | Contact TTHC Support. |
| 4 | Controller Cannot See Some APs After Power Outage | Are APs powered and PoE switches up? |
| No. | Topic | University Helpdesk Should Check |
|---|---|---|
| 1 | Bandwidth Abuse / User Throttling Request | Identify suspected users or heavy downloaders. |
| 2 | WiFi Blocking Access to Certain Apps (e.g., WhatsApp, YouTube) | Is this an intentional university policy? |