Troubleshooting WiFi issues on a mobile device

Bryan Gibson

Last Update 3 jaar geleden

Step 1: Verify correct settings and renew credentials with BUsecure

The first step in troubleshooting WIFI issues on a mobile device is generally to ensure there are no obvious settings that would conflict with connecting to the Internet (such as airplane mode) and to renew credentials with BUsecure (forget the network & reconnect).

To ensure that the device is not in airplane mode, enter the "Network & Internet" subsetting menu. and verify that Airplane mode is turned off. If it is turned on, then simply turning it off may solve the connectivity issue. After verifying that Airplane mode is indeed turned off, but the issue is persisting, then navigate to BUsecure in Network & Internet and select the "forget" option. This will force the device to forget its current configuration with BUsecure and require the user to reconnect to the network. Upon reconnecting, if the device is an Andoird, verify that the proper connection configuration is being used. If the device is an iPhone, then simply reentering the user's credentials should allow the device to reconnect.

Step 2: Reboot the device

If there is nothing clearly wrong with the settings and reconfiguring the BUsecure connection doesn't fix the issue, try simply restarting the device. If the device hasn't been power cycled in a long period of time, then it is possible that there is some program or combination of programs running which is interfering with the device's ability to connect to the network. Restarting the device may fix the issue.

On Android, this is normally done by holding down the power button. On iOS, this is normally done by holding down the side button and either volume button. These actions will cause a soft reboot (a slider will appear on the screen which allows the user to restart the device if activated).

Step 3: Update the device

If none of the above troubleshooting steps are successful in allowing the device to connect to BUsecure, then the device should be checked for an OS update. In Android, an OS update can be checked by navigating to Settings > System > System Update. 

On iOS, the correct navigation tree is Settings > General > Software Update. If there is an OS update available for the device, then go through with the update. If there is no update available, or if updating fails to fix the issue, then the issue is not being caused by an obsolete operating system.

Step 4: Further troubleshooting

If none of the above steps are successful in connecting the device to BUsecure, then further troubleshooting outside the scope of this FAQ is necessary. If all else fails, consider telling the user to connect to BUguest and waiting for a future OS update. It is possible that a future OS update release will allow the device to connect to the Internet. In further troubleshooting, also consider downloading a free antivirus and scanning the device, and/or deleting clutter applications. All of these things may be potentially contributing to the issue.

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