ITC Network Setup Tool Troubleshooting

This page describes common problems and their solutions/workarounds that users may encounter when running the ITC Network Setup Tool.

Table of Contents

• The Tool won't run, states no "active network connection"
• You've forgotten your password
• Authorization Failure, the Tool won't accept your information to obtain a certificate
• Problems with setting up your security questions and permanent password/PassPhrase card
• The Windows Tool reports problem: "The setup of your Cavalier wireless networking service failed"
• Select Certificate pop-up appears from the System Tray
• The Tool finishes but wireless connection is still not working
• The "Test" button fails open UVa's homepage
• After you Restart your Mac (or wake from Sleep), your wireless connection is not working

The Tool won't run, states no "active network connection":

• Verify you are connected to the Welcome_to_UVa_Wireless network OR via wired Ethernet connection, not both, if you are having problems using the Tool via wireless you can try it with a wired Ethernet connection.
• If you are using a wired Ethernet connection when running the Tool:
• Windows: Disable your wireless connection
  In Network Connections, right click "Wireless Network Connection", select "Disable"
• Mac: Turn off AirPort
  From the AirPort Menu, select "Turn Airport Off"
• You can also configure your computer manually by connecting via a wired Ethernet connection and following the instructions at this URL http://www.itc.virginia.edu/wireless/encrypted.html

You've forgotten your password:

• If you have forgotten your password visit the ITC Computing Accounts Lost Passwords/Changing Passwords site.

Authorization Failure, the Tool won't accept your information to obtain a certificate:

• Confirm "Caps Lock" is not enabled on your computer
• Verify your information against what's printed on your University ID
• Have you set up your security questions and permanent password? This must be done in order activate all your computing accounts, a student applicant password will not work. If not, you will need your PassPhrase card, which you received when you obtained your University ID. Problem there? see Problems with setting up your security questions and permanent password/PassPhrase card below.
• Are you sure of your password? If not you can reset it using the ITC Computing Accounts Lost Passwords/Changing Passwords site

Problems with setting up your security questions and permanent password/PassPhrase card

• To obtain a PassPhrase card on move-in day, stations will be available from 9-4 at these locations:
• If you need a UVA ID card: Go to the ID Card Office at the Observatory Hill dining hall building
• If you already have a UVA ID card: Go to Gilmer Hall Room 166.
• Be sure to bring your UVA ID card and a Government-Issued Photo ID (Passport, Driver's License, Military ID or Green Card)

The Windows Tool reports problem: "The setup of your Cavalier wireless networking service failed":

• This is usually caused by other software managing your wireless connection. Note: Resolving this problem (which is necessary to setup wireless at UVa) may change the way you connect to other wireless networks elsewhere.
• The Intel Proset can be 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.
• Other software (Broadcom, Netgear, Linksys all have their own software) may have a menu option or check box to Use Microsoft Client or Use Windows Client to manage the card. 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 Vista systems if your wireless interface name is not the default the Tool cannot identify it properly to configure cavalier wireless
• Open the "Network and Sharing Center" Control Panel then click "Manage network connections" under "Tasks" on the left
• Locate the icon for your wireless interface, it will feature stepped green bars
• If it is NOT named "Wireless Network Connection" right-click on the icon and select "Rename"
  change the name to "Wireless Network Connection" (capitalization and spaces matter!)
• Run the Tool again
• If you have a non-English version of Windows you may get this error erroneously, if your wireless connection is working you can safely ignore this error.

Pop-up appears from the System Tray: "Click here to select a certificate... ":

• Click anywhere on the pop-up (not the "X"!)
• If you have more than one Certificate you will be prompted to pick one to use, select the newest one issued by "UVA Standard Assurance SKP 1

After the Setup Tool completes without error, you're connection is still not working:
or The "Test" button fails open UVa's homepage:

• Verify your computer's date and time are set correctly
• Wait 3 minutes, sometimes initial connections take longer to establish
• Restart your computer, wait 3 minutes
• Update Software
• Windows:
  Over a wired Ethernet connection download and install the latest wireless software/driver for your computer from the manufacturer's website. If you are uncomfortable doing this please consult the ITC Help Desk.
• Mac:
  Over a wired Ethernet connection run "Software Update" from the Apple menu.

After you Restart your Mac (or wake from Sleep), your wireless connection is not working:

• Wait one minute for the connection to establish
• If the connection still does not work, turn AirPort off and then back on
  From the AirPort Menu, select "Turn Airport Off", then "Turn Airport On"
• Then wait one minute for the connection to establish
• This problem may be lessened by running "Software Update" from the Apple menu to obtain the latest Mac OS updates