Wireless (802.11) Troubleshooting

Potential Symptoms

Low bandwidth / High Ping / Packet Loss
Intermittent Service
Low Range
Unable to Connect to Wi-Fi (Gathering Network Requirements / Other Error)
SSID isn’t listed
Can’t remember WPA key

Also:

Environmental Factors
General Advice

Low bandwidth / High Ping / Packet Loss

Items to Check for

Verify connection speed while wired to router / wired to modem
Verify Wireless connection speed
- Network connection speed should be
  - 54Mbps on Wireless G
  - 72Mbps+ on Wireless N
  - 150Mbps+ on Wireless AC
- PC: Go to Network Connections > Status: See ‘Speed’ field
- Mac: Hold ‘Option’ key > click WiFi icon on top bar > See TX Rate / Transfer rate
- Android: Settings > WiFi > click on connected network, there may be an item for Link Speed (Varies by OS / Phone / Provider)
- IOS: Not available
- Move closer or troubleshoot range/interference issues to try to improve
Check Wireless Adapter specs (Device Manager > Google the Network adapter name)
Watch out for low quality/small USB WiFi Adapters
Check for Environmental Factors

Intermittent Service

Check the Following:

Environmental Factors
When service goes out:
- WiFi Status (does wifi disconnect?)
- Router / Modem Lights
- Other devices connection (wired/wireless)
Ping router / modem / website ongoing
- When issue occurs, see which ping(s) start dropping packets

Use Windows WLAN report to see connection info
https://support.microsoft.com/en-ca/help/4000462/windows-10-analyzing-wireless-network-report

Unable to Connect to Wi-Fi

This Symptom is when you are able to see the WiFi and attempt to connect to it but Windows/Mac returns an error or does not complete the connection process.

This can happen if the Network key is incorrect or if the device does not get proper IP information.

Powercycle Router
Ensure Network key is correct
Try a different Device
Troubleshoot DHCP/No IP problems
- netsh and reboot device
Try Setting a Static IP in the correct subnet and browse
Factory reset router (if no devices connect)
Refer to PC Technician (if only this device doesn’t connect)

SSID isn’t listed

Check Router Lights to ensure it’s broadcasting WiFi
Check that WiFi is on in Device Settings (can see other networks)
Move within range of WiFi
Check that WiFi is broadcasting on compatible channel (1-11 2.4Ghz)
- Custom firmwares / International routers can broadcast on different channels not allowed in North America
Check that WiFi SSID is not hidden in router settings.
Check for damage on wireless router antenna
Check wireless router power supply – ensure it matches input specs on router

Can’t remember WPA key

If you can’t remember your WPA key then you have 2 options

Using a device that’s already connected to the network (wired/wifi)
1. Access the router’s web interface and find/change the WPA key
Factory reset the router and setup the WiFi again from scratch.

Low Range

Check

Environmental Factors
Router output set to maximum
Damage to Router
Router is using proper power supply
Damage to WiFi transeiver on device

Environmental Factors

Electromagnetic Interference normally from Appliances/Motors

Air Conditioning
Fans
Dehumidifiers
Refrigerators
Microwaves
etc

Signal Blockers

Humidity
Thick walls
Forced air ducts
Metal objects
Aquariums

Radio Interference

Other devices using 2.4Ghz / 5Ghz
Other wireless networks in the area
Baby monitors
Wireless Security Cameras
Bluetooth
Wireless keyboards/mice

General Advice

locate your router in a central location, close to all your devices,
have as many wired devices as possible (wireless devices SHARE the signal)
use a powerline Wi-Fi extender to place a better located and/or second access point in your house
replace your router with a higher powered and/or dual band router.
- Look for a router with external antennas and high signal gain

https://support.microsoft.com/en-ca/help/4000462/windows-10-analyzing-wireless-network-report

https://en.wikipedia.org/wiki/Electromagnetic_interference

https://en.wikipedia.org/wiki/List_of_2.4_GHz_radio_use