How to Troubleshoot a Slow/Malfunctioning Biola-NetID Wi-Fi Connection

This article provides troubleshooting steps to resolve a slow or malfunctioning Biola-NetID Wi-Fi connection. Follow these instructions to report and address issues related to your network connection.

1. On your cell phone, visit this page and click the Report a Problem button to create a new IT ticket.
2. Provide a brief description of the issues you are facing with the Biola-NetID network. Specify which services are affected, such as email, video streaming, Canvas, etc.
3. Make a note of your current location while trying to connect to Biola-NetID.
4. Record the last time you were able to use Biola-NetID normally at that location.
5. Make a note if you've encountered similar problems on other networks outside of Biola recently.
6. Screenshot any error messages you encounter and attach them to the IT ticket.
7. Make a note if other devices experience the same issues under the same circumstances (e.g., a second device or a roommate's/coworker's computer/phone).
8. Restart your device and document this action in the ticket.
9. Reset the network configuration on your device by performing the following steps:
   • Forget all Biola-related wireless networks saved on your device.
   • Reconnect to the Biola-NetID network.
10. Find and screenshot your MAC/Hardware address by following these instructions and attach it to the IT ticket.
11. If you continue to experience the issue, please bring your device to the IT Service Desk in the Library for further assistance.