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Version: 5.1

Troubleshooting: Wi-Fi connections

I can’t connect to a Wi-Fi network

If you can’t connect to a Wi-Fi network that you recently set up, or you’re having problems connecting to a Wi-Fi network that you regularly connect to, start by checking the following:

  • Verify that Wi-Fi is turned on. Swipe down from the top of the screen once using two fingers, or twice using one finger. Tap the Settings icon > Wi-Fi.
  • Try reconnecting to the Wi-Fi network by turning airplane mode on and off.
  • Check that you are in a Wi-Fi coverage area. If you're trying to connect to a home network, check if other wireless devices are able to connect. If they can’t, you might need to reset your router.
  • If you’re connecting to a work Wi-Fi network or a hotspot, talk to your administrator or an employee at the hotspot.
  • Check that your device is set to stay connected to the Wi-Fi network when the device sleeps.
  • Check that you are using the correct password and settings for the Wi-Fi network. To find out which settings to use, for a home network, refer to the information that came with your router; for a work Wi-Fi network, talk to your administrator; for a public hotspot, refer to any information provided for the hotspot or talk to an employee at the hotspot who might have details about how to connect.
  • Try choosing a different authentication type in the EAP method drop-down list. Swipe down from the top of the screen once using two fingers, or twice using one finger. Tap the Settings icon > Wi-Fi. Touch and hold the Wi-Fi network, and then tap Modify network.
  • Turn off your device, and then turn it on again.
  • Forget your Wi-Fi network, and then add your Wi-Fi network again.
  • Check that mobile hotspot is off. If mobile hotspot is on, your device can’t connect to a Wi-Fi network.
  • Unplug your modem or router for 15 seconds, and then plug it in again.
  • Try to connect your device to another Wi-Fi network at another location. If you can connect to the Wi-Fi network there, the problem might be specific to the Wi-Fi network at the original location and not your device.

If none of the suggestions above solve your connection issues, try the following more advanced troubleshooting options:

  • Check that the time on your device is correct and synchronized with the network time. If the times are different, it could prevent your device from connecting (for example, connecting to a network might require that you have a certificate on your device, and the certificate has an expiration date).
  • If your email account is a work account, your device might prevent connections to certain wireless access points. For more information, contact your administrator.

If you still can’t connect, contact your Internet service provider.