Troubleshooting WiFi Issues
Welcome to the troubleshooting guide for you or your Occupiers where they are are having with the WiFi via their Laptops or Mobile phones or any other devices at your location. If you'd like to better understand which Wi-Fi's essensys manage, please reference the guide here.
WiFi Secure Troubleshooting
In this section we will go through how to troubleshoot the WiFi Secure, before we start be aware that the devices you should be connecting to this network are PC's, Laptops, MAC's desktops and Laptops, Mobile Phones to understand how to connect for the first time see this guide here.
Before you begin
Make sure the Occupier or Team Member has been provided their WiFi Secure login details, if you are unsure how to get this sent see this guide here for Occupiers. And here for Team Account.
If you are unsure what you need to do for your device when connecting to WiFi Secure see this guide here.
Step 1 - Diagnosing the issue.
Have we confirmed if this is all users having issues or just isolated to one user?
Are they connecting to the Secure WiFi but having slow internet speeds or not able to connect at all?
Is this happening for a certain website they are visiting?
Are you able to provide certain times that they may be dropping from the Secure or facing issues?
Is this a new issue, or has this occurred before?
Step 2 - Check the following
Have you forgotten all other WiFi Networks i.e. WiFi MAC/Device or Guest?
Are they connecting to the WiFi Secure?
Are they using all of their assigned or Shared Bandwidth?
Check this guide here to understand bandwidth.
Is the user or Company using a VPN? Can this then be disabled and tested and then confirmed working?
Does the client have a Public IP or their own network?
If they do, make sure they are correctly setup to use the WiFi and their Public IP here.
Step 3 - Have we tried the following?
Forget the WiFi Secure and then reconnect?
Reset their WiFi Secure password on Platform by using this guide here?
(MAC Only) Make sure they are at the top in terms of WiFi Priority in MAC?
Are they following the correct steps to connect to the WiFi Secure found here?
Step 4 - Still having issues?
If you have followed the above and still the user or client is unable to connect to the WiFi Secure please raise a case with the below information, see this guide here to do so.
Company Name:
Email Address for User(s) affected:
MAC Address of the device(s):
Times that this has been an issue:
Speed Test results where possible:
WiFi MAC or Device Troubleshooting
For the troubleshooting steps of WiFi MAC or Device we will cover how to troubleshoot this further, note that all devices like, Alexa, Chromecast, Sonos, Wireless Printers can all be connected to the WiFi MAC/Device, to understand this further see this guide here.
Before you begin
Make sure we have the WiFi MAC address of the device we are looking to add, be aware that devices can have a MAC address for their cabled connection as well as their own broadcasted WiFi.
Tip - On some printers you can print a network configuration page which will show you all the MAC address or Physical Address,
Note - please refer to the printer's instruction manual to understand how to do this.
Step 1 - Diagnosing the issue.
Is the device connecting to the WiFi Device/MAC WiFi Network?
What kind of device are we connecting i.e. a Printer, Alexa, Sonos, other device?
Is the correct password being used for WiFi Device?
Was this printer connected before, but now isn't connecting?
Step 2 - Check the following
Have you forgotten all other WiFi Networks i.e. WiFi Secure or Guest?
MAC address has been registered within the Platform?
The correct MAC address has been added?
Some devices like Sonos, Alexa's or other Smart devices may require the device you are setting up with to also be on the same network make sure the device you are setting up with has been registered within Platform and also connected to WiFi MAC/Device?
Step 3 - Have we tried the following?
Reconnected the device to WiFi MAC/Device?
Setting a Static IP address on the Printer?
Are they using the correct password for WiFi Device?
Step 4 - Still having issues?
If you have followed the above and still the device is unable to connect to the WiFi MAC or Device please raise a case with the below information, see this guide here to do so.
Company Name:
MAC Address of Device(s) affected:
Times that this has been an issue:
Configuration page of the Printer:
WiFi Guest Troubleshooting
For users to connect to the WiFi Guest they'd just need to connect and then complete the Splash page presented, to understand how this can be updated see this guide here.
Before you begin
Make the device is connecting to WiFi Guest and all other networks are not being used i.e. WiFi Secure or WiFi Device/Guest.
Step 1 - Diagnosing the issue.
Are they only connecting to the WiFi Guest?
Is this all devices or just one user?
Do they get any error messages, or can they see the splash page?
Step 2 - Check the following
Does their device allow them to connect to Guest networks?
Do they require a VPN to be activated before joining a WiFi Network, if so can this be disabled?
Are they using all of their assigned or Shared Bandwidth for the Guest Occupier in Platform?
Check this guide here to understand bandwidth.
How long have they been connected previously?
Are they getting any errors when connecting to the Guest WiFi?
Step 3 - Have we tried the following?
Forget all the WiFi Guest network and reconnect?
Disconnect any VPN and reconnect to the WiFi Guest?
Provided further bandwidth where it's being maxed out?
Step 4 - Still having issues?
If you have followed the above and still the device is unable to connect to the WiFi MAC or Device please raise a case with the below information, see this guide here to do so.
Company/User Name:
MAC Address for Device(s) affected:
Times that this has been an issue:
Any screenshots of errors when the Splash page is presented:
If you have any questions for the above you can also raise this within our Chat function, just make sure to click on a Network issue when raising a chat.