Overview
If you are experiencing a network connectivity issue you can perform some troubleshooting steps which will often resolve the issue.
Please note: If this is the first time you are connecting to our network please visit the "Getting Connected on Campus" knowledge article, this will open in a new tab or window depending on your web browser configuration. The troubleshooting steps provided here assume you had connectivity in the past which has stopped working.
Details / Instructions
On-Campus Wireless (urwin): How to connect to the "urwin" wireless network. (opens in new window).
University owned and personal computers, cell phones and tablets belonging to active students, staff, and faculty should connect to the "urwin" wireless network. If your connection to "urwin" is not working please follow the troubleshooting steps below.
1) Confirm "Airplane Mode" is turned off. On many laptops, airplane mode can be enabled and disabled by pressing the Fn+F8 keys on the keyboard simultaneously. This could be a different key other than F8 on some computers. Look for an icon similar to on your keyboard and press the "Fn" key along with the keyboard key that includes that icon to turn Airplane Mode on or off.
2) Restart the device (Restart or Shutdown is OK).
3) Follow the steps below based on your device type.
Windows 10/11 Computers
Click on the "Show Hidden Icons" chevron () in the system tray, this is in the lower right corner next to the time & date.
Hover your mouse cursor over the wireless icon (
or similar) to verify if you are connected to "urwin" or connect if needed.
Open the "Clearpass OnGuard" application on your computer. If the status is "Healthy" you should be able to access the internet. If the status is "Unhealthy" please try the following steps:
- Restart your computer (shutdown or restart is OK) and check for connectivity.
- Open the "Clearpass OnGuard" application and click "Retry"
- Wait 3-5 minutes and click "Retry" again if no change, check for connectivity.
- Forget the "urwin" wireless network:
- Click Settings
- Click Network & Internet
- Click Wifi
- Click Manage Wi-Fi Settings
- Click "Forget" next to "urwin".
5. Rejoin the "urwin" wireless network from the Wifi screen and check for connectivity.
6. Follow the steps below.
University owned computers:
- Contact Help Desk at 804-287-6400, helpdesk@richmond.edu or self-service at https://spidertechnet.richmond.edu
Faculty & Staff Personal computers:
- Confirm that Windows Defender is running on your system, is not displaying any warnings/errors/alerts that need attention.
- Confirm that you have no other antivirus applications on your computer.
- Contact Help Desk at 804-287-6400, helpdesk@richmond.edu or self-service at https://spidertechnet.richmond.edu
Student personal computers:
- Confirm you have Falcon Crowdstrike installed on your system
- Contact Help Desk at 804-287-6400, helpdesk@richmond.edu or self-service at https://spidertechnet.richmond.edu
Corporate owned computers (computers that are owned by a third-party organization such as an external employer, school district, government agency, etc):
- Contact Help Desk at 804-287-6400, helpdesk@richmond.edu or self-service at https://spidertechnet.richmond.edu
Mac Computers
Click on the Apple Menu ( ), click "Settings", click "Wifi" and confirm you are connected to "urwin" or connect to "urwin" if needed.
Open the "Clearpass OnGuard" application on your computer. If the status is "Healthy" you should be able to access the internet. If the status is "Unhealthy", please try the following steps:
- Restart your computer (shutdown or restart is OK) and check for connectivity.
- Open the "Clearpass OnGuard" application and click "Retry"
- Wait 3-5 minutes and click "Retry" again if no change and check for connectivity.
- Forget the "urwin" wireless network: Settings -> Wifi -> Click "Details" next to "urwin" and click "Forget this network".)
- Mac OS Sequoia (Mac OS 15 and above): You may need to disable Private Wifi after step #4: Disable Private Wi-Fi (opens in new window).
- Rejoin the "urwin"wireless network from the Wifi screen and check for connectivity.
- Follow the steps below.
University owned computers:
- Contact Help Desk at 804-287-6400, helpdesk@richmond.edu or self-service at https://spidertechnet.richmond.edu
Faculty & Staff owned Personal computers:
- Confirm that Sophos Home is running on your system, is not displaying any warnings/errors/alerts that need attention.
- Confirm that you have no other antivirus applications on your computer.
- Contact Help Desk at 804-287-6400, helpdesk@richmond.edu or self-service at https://spidertechnet.richmond.edu
Student owned personal computers:
- Confirm you have Falcon Crowdstrike installed on your system.
- Confirm that you have no other antivirus applications installed on your computer.
- Contact Help Desk at 804-287-6400, helpdesk@richmond.edu or self-service at https://spidertechnet.richmond.edu
Corporate owned computers (computers that are owned by a third-party organization such as an external employer, school district, government agency, etc):
- Contact Help Desk at 804-287-6400, helpdesk@richmond.edu or self-service at https://spidertechnet.richmond.edu
On-Campus Wireless (VisitUR): How to connect to the "VisitUR" wireless network. (opens in new window).
If you encounter issues with the "VisitUR" wireless network please restart your device and Forget the "VisitUR" network using the instructions above and rejoin the network when completed.
Contact Help Desk at 804-287-6400, helpdesk@richmond.edu or self-service at https://spidertechnet.richmond.edu if further assistance is needed.
Wired (Ethernet) connections:
- Restart the device (Restart or Shutdown is OK)
- Reseat both ends of the network cable (ethernet cable) by unplugging it and plugging it back in.
- Plug a different device into the same network jack.
- Plug the affected device into a different working network jack.
- Request Assistance (opens in new window) or contact Help Desk at 804-287-6400, helpdesk@richmond.edu if further assistance is needed.
Troubleshooting Connectivity Issues Off-Campus:
The Clearpass OnGuard application is not used when you are off-campus, even if you are connected to VPN.
If you are having a wireless connectivity issue at a private or public location please try the following steps:
- Confirm "Airplane Mode" is turned off.
- Restart the device.
- Forget the wireless network using the instructions above and rejoin the network when completed.
- If you have access to multiple devices such as a laptop, cell phone, tablet, try a different device on the wireless network to confirm the network is working.
- Bring the device to a different location to confirm whether it's able to connect to a different wireless network. You could also use a personal hotspot for troubleshooting purposes.
- Contact the owner/manager/homeowner of the location to request support for the connection.
If your device has no connectivity at multiple locations contact Help Desk at 804-287-6400, helpdesk@richmond.edu or self-service at https://spidertechnet.richmond.edu.
See Also
What is the 'urwin" Wifi Network?
How to Connect to the "urwin" Wifi Network
What is the "VisitUR" Wifi Network?