Wifi Troubleshooting Guide: Difference between revisions

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{{G1G1 Support FAQ}}
{{G1G1 Support FAQ}}


===Is the wifi hotspot dot visible?===
=== Is your network name visible? ===


In the [[Neighborhood View]], you should clearly see your wifi hotspot's network name. If you cannot see the network name...
After the laptop starts up, the [[Neighborhood View]] should show a circle for each network. Move the mouse over each to see the network name. If your network name is not shown, then perhaps:


* you have a hidden network;
When we took the OLPC computer to our Granddaughter the neighborhood view would not display the home WiFi router (D-Link DIR-655). We could log onto unsecured routers in the housing area, but not the D-link. The Wpa.sh script (http://wiki.laptop.org/go/WPA_Manual_Setting#Option_4:_Manual_Script) did not solve the problem. After trying many items we decided to try re-configuring the D-Link DIR-655. The D-Link was set for 802.11n and not channel 1, 6 or 11. Once we set the DIR-655 for both 802.11g & 802.11n plus set the channel for 11 it worked perfectly.


::Is your network hidden? You cannot connect to a hidden network in Sugar. You can switch to Gnome to connect, and then switch back to Sugar. Some deployment teams have added hidden network support, contact Sugar Labs.
If you can't see your WiFi router, try the following steps:
1) Configure the router to support 802.11g
2) Configure the router to use Channel 11 (or 1, 6)
3) Use the Wpa.sh script to automate the pass-phrase login.


* you hit our bug: and networks appear very slowly;
==== hidden SSID ====


::OLPC OS 13.2.0 and earlier don't show networks quickly enough, especially when there are many hidden networks or XO-1 laptops nearby. Call your deployment team to get it fixed, or see [[12757]] for details and a fix from OLPC.
Is your SSID/Network Name Hidden? This makes it impossible (currently) for the XO to connect to your wireless network through the Sugar UI. It is possible to connect manually by typing commands in [[Terminal]].


* your operating system is too old;
Butting in... I’m having difficulty applying the old terminal hack for hidden SSIDs to the new build. Is there a new method to deal with SSIDs? Am I just doing it wrong?


::Is your network on another channel other than 1, 6 or 11)? For some very old operating system releases, only these channels are scanned. Try upgrading. Try changing your network to one of these channels and check if you can connect to it.
==== access point not in channels 1, 6 or 11.====


⚫
* your network is restricted to certain MAC addresses;
Is your access point working on another channel (not in 1, 6 or 11)? For some (old) builds the XO expects to find access points in one of these three channels (by the way, these are the three non interfering channels available to 802.11g). Try changing your access point to one of the three and check if you can associate your XO to it.


⚫
::Does your network have a white list of MAC addresses? To learn the MAC address of your XO laptop, go to Terminal, then type {{code|ifconfig}}. If your network is restricted to a white list of MAC addresses, add your laptop to the list.
⚫
====access point restricted to certain MAC addresses====
⚫
Does your access point have a white list of MAC addresses? To learn the MAC address of your XO laptop, go to term, then run ifconfig.
Make sure that if your access point is restricted to a white list of MAC addresses, make sure your laptop's MAC address is on the list.


===Why can't the XO Browse When Connected? ===
===Why can't the XO browse when connected? ===


Symptom: I can connect, but I cannot browse/search any pages.
Symptom: I can connect, but I cannot browse/search any pages.
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Verify what the XO has received (from the Internet access point) for DNS information by using the Browse activity and looking at this URL:
Verify what the XO has received (from the Internet access point) for DNS information by using the Browse activity and looking at this URL:


file://localhost/etc/resolv.conf
file://localhost/etc/resolv.conf


This page should show the IP address of the DNS server assigned by the Internet access point. If there isn't an IP address on this page, or if the IP address assigned is wrong, this would account for the behavior you're seeing.
This page should show the IP address of the DNS server assigned by the Internet access point. If there isn't an IP address on this page, or if the IP address assigned is wrong, this would account for the behavior you're seeing.
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===What common wireless symptoms do users report?===
===What common wireless symptoms do users report?===


1. I cannot associate to an Access Point from the mesh view. (The symptom is usually a flashing circle icon where the rim of the circle never turns white—this indicates the XO is trying to connect, but the connection fails.)
* I cannot connect to a network from the network neighbourhood view. (The symptom is usually a flashing circle icon where the rim of the circle never turns white—this indicates the XO is trying to connect, but the connection fails.)


2 - I associate but I have no connectivity; or I cannot access the Internet from the
* I associate but I have no connectivity; or I cannot access the Internet from the browser in my XO.
browser in my XO.


3 - I cannot connect to my Access Point since it has a hidden SSID/ESSID (network name) (see: [[Ask_OLPC_a_Question_about_the_Network#manually_adding_a_wireless_network]])
* I cannot connect to my network because it is a hidden network. (see: [[Ask OLPC a Question about the Network#Manually adding a wireless network]])


⚫
* The password window disappears, the network starts blinking and after some time, the password window is displayed again.


=== How to test the antenna? ===
⚫
** The window disappears, the Access Point's circle starts blinking and after some time, the windows is displayed again.

The antenna can be broken by dropping or too much rotating. Sometimes it can look fine but still be broken inside. A broken antenna may stop internet, or may restrict it to work only right next to an access point of a network. See [[Antenna testing]] for how to test the antenna.

===What information is needed to help diagnose wireless problems?===

If you are experiencing problems with wireless connectivity, here is a list of information that you should provide your friends and OLPC community, so they can help you in the diagnosis of the wireless problems.

* The software build on your XO. Please see this [[How to check the OS and firmware versions]] page to find your software build.

* The access point/router brand, model, version, and firmware version (ideally).

* The security configuration of your wireless home system. Some access points will be open (security disabled) by default. If you configured it to be secure, you should gather this information; the type of security, and whether it works from another computer.

* The description of the problem.

Other useful information you should consider adding to your description:

* Do you see the network in the mesh view?
* Have you previously successfully connected to this network from an XO?
* Can you connect to the network from another non-XO laptop?
* Is the network displayed as protected (a lock badge appears), or as open in the mesh view? Is it consistent to the Access Point's configuration?
* When you click on the network circle does it:<br>
** start blinking and after some time stop, without connecting? (no external white circle)
** prompt for a window with:
*** a menu for "Encryption type" only
*** a menu for "Key type" and another for "Association Type"
* In case you have a secured network, what happens after you type in a passphase or a key?

Latest revision as of 03:46, 12 February 2014

This page is part of the XO Support FAQ.     Support Index | Print This Page
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Is your network name visible?

After the laptop starts up, the Neighborhood View should show a circle for each network. Move the mouse over each to see the network name. If your network name is not shown, then perhaps:

  • you have a hidden network;
Is your network hidden? You cannot connect to a hidden network in Sugar. You can switch to Gnome to connect, and then switch back to Sugar. Some deployment teams have added hidden network support, contact Sugar Labs.
  • you hit our bug: and networks appear very slowly;
OLPC OS 13.2.0 and earlier don't show networks quickly enough, especially when there are many hidden networks or XO-1 laptops nearby. Call your deployment team to get it fixed, or see 12757 for details and a fix from OLPC.
  • your operating system is too old;
Is your network on another channel other than 1, 6 or 11)? For some very old operating system releases, only these channels are scanned. Try upgrading. Try changing your network to one of these channels and check if you can connect to it.
  • your network is restricted to certain MAC addresses;
Does your network have a white list of MAC addresses? To learn the MAC address of your XO laptop, go to Terminal, then type ifconfig. If your network is restricted to a white list of MAC addresses, add your laptop to the list.

Why can't the XO browse when connected?

Symptom: I can connect, but I cannot browse/search any pages.

Most likely, the XO has failed to receive DNS information from your internet access point. If this is the case, you would be able to access the Internet for sites named directly with IP addresses but not their common names. In other words, http://209.85.133.18/ would work but http://www.google.com/ would not.

Verify what the XO has received (from the Internet access point) for DNS information by using the Browse activity and looking at this URL: 

 file://localhost/etc/resolv.conf

This page should show the IP address of the DNS server assigned by the Internet access point. If there isn't an IP address on this page, or if the IP address assigned is wrong, this would account for the behavior you're seeing.

If there is no IP address, or the address is wrong, you'll need to determine why the Internet access point is failing to supply one, but this is likely to be misconfiguration of the access point.

What common wireless symptoms do users report?

  • I cannot connect to a network from the network neighbourhood view. (The symptom is usually a flashing circle icon where the rim of the circle never turns white—this indicates the XO is trying to connect, but the connection fails.)
  • I associate but I have no connectivity; or I cannot access the Internet from the browser in my XO.
  • The password window disappears, the network starts blinking and after some time, the password window is displayed again.

How to test the antenna?

The antenna can be broken by dropping or too much rotating. Sometimes it can look fine but still be broken inside. A broken antenna may stop internet, or may restrict it to work only right next to an access point of a network. See Antenna testing for how to test the antenna.

What information is needed to help diagnose wireless problems?

If you are experiencing problems with wireless connectivity, here is a list of information that you should provide your friends and OLPC community, so they can help you in the diagnosis of the wireless problems.

  • The access point/router brand, model, version, and firmware version (ideally).
  • The security configuration of your wireless home system. Some access points will be open (security disabled) by default. If you configured it to be secure, you should gather this information; the type of security, and whether it works from another computer.
  • The description of the problem.

Other useful information you should consider adding to your description:

  • Do you see the network in the mesh view?
  • Have you previously successfully connected to this network from an XO?
  • Can you connect to the network from another non-XO laptop?
  • Is the network displayed as protected (a lock badge appears), or as open in the mesh view? Is it consistent to the Access Point's configuration?
  • When you click on the network circle does it:
    • start blinking and after some time stop, without connecting? (no external white circle)
    • prompt for a window with:
      • a menu for "Encryption type" only
      • a menu for "Key type" and another for "Association Type"
  • In case you have a secured network, what happens after you type in a passphase or a key?
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