Troubleshooting

The simple troubleshooting tips below solve most connectivity problems reported by iPass users. Refer to our user guides for more detailed information.

General Tips

• Ensure that your account is active and enabled.
• Make sure you’ve entered your user name, domain and password correctly. (Caps Lock key should be turned off.)
• Check that your iPassConnect phonebook is up to date. It’s a good idea to update the phonebook at least once before traveling to make sure your phonebook contains the latest access points.
• Check that an iPass access point is available. If necessary, try another access location or number.
• Wireless Troubleshooting
• Ethernet Troubleshooting
• Dial Troubleshooting

Additional Help
If the troubleshooting guide and iPassConnect User Guides do not solve your problems, contact your company’s support desk. Support desk personnel receive specialized training from iPass to help them quickly resolve complex connectivity issues. They will escalate the problem to iPass if appropriate. To assist in troubleshooting, please have the following information available:

• Operating system and version
• iPassConnect mobility manager software type and version
• Access point used (city and name or number of the location)
• Any error message you received (including error number, if known)
• Approximate time and day of connection attempt(s)