Wi-Fi Troubleshooting Tips for Wireless AT&T Devices
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Wi-Fi Troubleshooting Tips for Wireless AT&T Devices

Informational Only | Limited Support: This solution is intended for informational purposes only. AT&T provides network, billing, and provisioning support for the wireless voice and data networks. Although some AT&T handsets offer Wi-Fi functionality, these devices cannot use the Wi-Fi Connect service. The instructions below depict the steps to scan for an available network and manually add a network. AT&T supports enabling Wi-Fi on the device, but does NOT provide technical support or advanced troubleshooting for configuring a Wi-Fi network connection profile. Additional support beyond this article must be directed to one of the following:

  • If troubleshooting a corporate network, please contact your IT/System Administrator.
  • If troubleshooting a home network, please contact the Wi-Fi equipment manufacturer.
  • If troubleshooting a public network (hotspot), please contact the Wi-Fi network provider.
    NOTE: For further assistance with an AT&T Wi-Fi hotspot, please contact AT&T Wi-Fi hotspot support

FIX:

Wi-Fi Terms and Definitions

Prerequisites

  1. Verify the device is Wi-Fi capable
  2. Verify Wi-Fi is turned on the device
  3. Configure a Wi-Fi connection on the device
  4. Verify the type of Wi-Fi network connection and troubleshoot accordingly
    • Corporate network
    • Home network
    • Public network (hotspot)

Troubleshooting tips for a home network

 Scenario  Tip
 Verify the wireless access point or router has been configured with the computer and internet connection according to the instructions provided by the manufacturer.  In order for the customer to establish a Wi-Fi connection with the  device, the wireless access point or router must first be configured. Refer to the instructions provided by the manufacturer of the wireless access point or router.
 Verify if the device has been able to connect to this wireless access point or router.  If this is a first-time connection attempt, the wireless access point or router may not be configured properly.
 Verify the network name/service set identifier (SSID) of the wireless access point or router.  Refer to the instructions provided by the manufacturer of the wireless access point or router on how to determine network name or SSID.
 Verify the device finds the network name/SSID of the wireless access point or router when performing a network scan.

 Attempt to scan for an available network from the Wi-Fi enabled device.

 Verify the device is within range of the Wi-Fi network.  If out of range, the device will not be able to connect to the Wi-Fi network. Refer to the instructions provided by the manufacturer of the wireless access point or router for Wi-Fi range estimates.
 Verify is there are other Wi-Fi enabled devices that can connect to the wireless access point or router.  If another Wi-Fi device is available, attempt to configure a Wi-Fi network connection.   
 Verify if wireless access point or router has been configured to require authentication (i.e Wired Equivalent Privacy (WEP), Wi-Fi Protected Access (WPA) etc.)  Refer to the instructions provided by the manufacturer of the wireless access point or router on how to determine and/or configure authentication options.

 Troubleshooting tips for a Public network/hotspot

 Scenario  Tip
 Verify an account has been created or the credentials to connect are know for the public hotspot.  In order for the customer to establish a Wi-Fi connection with the  device, an account may need to be established with the Wi-Fi network provider.
 Verify if the device has been able to connect to this wireless access point or router.  If this is a first-time connection attempt, the wireless access point or router may not be configured properly.
 Verify the network name/service set identifier (SSID) of the wireless access point or router.  Refer to the instructions provided by the Wi-Fi network provider on how to determine network name or SSID.
 Verify the device finds the network name/SSID of the wireless access point or router when performing a network scan.  Attempt to scan for an available network from the Wi-Fi enabled device.
 Verify the device is within range of the Wi-Fi network.

 If out of range, the device will not be able to connect to the Wi-Fi network. Refer to the instructions provided by the Wi-Fi network provider  Wi-Fi range estimates.

Troubleshooting tips for a Corporate/enterprise network 

 Scenario  Tip
 Verify the device has been configured for use on the corporate network.   In order for the customer to establish a Wi-Fi connection with the  device, the IT/System Administrator may need to configure the Wi-Fi network connection profile which may contain neccesary specific authentication and security credentials.
 Verify the device is within range of the Wi-Fi network.  If out of range, the device will not be able to connect to the Wi-Fi network. Refer to the instruction provided by the IT/System Administrator of the wireless access point or router for Wi-Fi range estimates.

If further assistance is needed, please escalate accordingly for assistance with configuration and settings specifc to the network

  • If troubleshooting a corporate network, please contact your IT/System Administrator.
  • If troubleshooting a home network, please contact the Wi-Fi equipment manufacturer.
  • If troubleshooting a public network (hotspot), please contact the Wi-Fi network provider.
    NOTE: For further assistance with an AT&T Wi-Fi hotspot, please contact AT&T Wi-Fi hotspot support



If you are viewing information on devices or services, please note: content reflects instructions for devices and services purchased from AT&T.
Some differences may exist for devices not purchased from AT&T.


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