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mac_support [2013/04/25 22:45]
cpanell [Wi-Fi Issues]
mac_support [2014/02/28 21:03] (current)
ybarajas [Mobile Broadband Issues]
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 +====== Support ======
 +
 +===== Open Mobile Logs =====
 +
 +Open Mobile collects connection history data in a set of logs that can be helpful in diagnosing and resolving connection issues. Your help desk may ask you to send these logs, and it’s best to extract them as soon as possible after you encounter any problems. iPass Open Mobile makes extracting logs simple and easy.
 +
 +**To extract logs:**
 +  - Select **iPass Open Mobile > Save Logs…**
 +  - In the dialog box that opens, select **Save Logs**.
 +  - Select **OK** in the next dialog box (with a message about where your log file has been saved).
 +  - A zipped log file will appear on your desktop.
 +
 +===== Troubleshooting Tips =====
 +
 +These tips can be helpful in resolved common issues with Open Mobile connectivity. The Open Mobile User Guide contains additional troubleshooting steps and advice for Open Mobile users.
 +
 +==== Conflicts with other Software ====
 +
 +  * In order to use Wi-Fi networking, Open Mobile relies on AirPort.  If the AirPort has been disabled by some other software, or the user, Open Mobile will not show available Wi-Fi networks or connect to them.
 +  * Open Mobile may not be able to view wireless Mobile Broadband (3G) networks if another connection manager is already controlling the card.
 +
 +==== Wi-Fi Issues ====
 +
 +Wi-Fi users can occasionally run into difficulties in connection, such as those listed here.
 +
 +=== Duplicate SSID ===
 +
 +Open Mobile identifies iPass Wi-Fi networks by their network name (SSID).  A network name that duplicates a network name in the iPass Network directory will display the iPass logo in Open Mobile, normally indicating that it is an iPass network.  However, there are some circumstances where the indicated network is not actually an iPass location, such as the following:
 +  * The local provider is using a name that is also used by one of the iPass network providers.
 +  * The local provider has other locations that are part of the iPass service, but has excluded this particular location.
 +
 +For more information, please see [[non-ipass_hotspots|Incorrect Identification of Non-iPass Hotspots]].
 +
 +=== Failed Venue Log in ===
 +
 +On occasion, an association to a Wi-Fi access point is successful, but the log in to the venue fails because of a timeout, authentication failure, or some other error. 
 +
 +Connecting to an iPass network requires not just a successful association; Open Mobile must also receive an IP address from the venue and it must be able to pass HTTPS communication to the access gateway.  A weak signal can cause a failure in the IP address assignment or HTTPS communication.  Moving closer to the access point, or moving to a location with a stronger signal, may resolve this situation.  
 +
 +=== Back-End Infrastructure Issues ===
 +
 +Authentication errors can occur if the back-end authentication infrastructure is not available.  This could be an outage at the provider, or with your RoamServer or AAA system.
 +
 +=== Personal Wi-Fi ===
 + 
 +Some common issues that can occur for personal Wi-Fi access points include:
 +  * The home access point has MAC address filtering, which prohibits the user from communicating over it even if a successful association is made.
 +  * A weak signal prevents association.
 +  * The location is 802.1x-enabled, which is not supported by Open Mobile for Mac.
 +==== Mobile Broadband Issues ====
 +
 +
 +The following issues are sometimes experienced by Mobile Broadband users.
 +
 +
 +    * //Mac does not recognize the device://  Make sure that the Mobile Broadband device is currently being recognized by Mac.
 +    * //Weak or no network signal://  Find another location where the signal is stronger.
 +    * //Device has not been activated://  Activate the device and then attempt to connect again.
 +    * //Device is in use or locked by a different connection manager://  Close the other connection manager and attempt to connect again with Open Mobile.
 +    * //Device does not recover from Sleep mode://  Some Mobile Broadband cards do not support or do not respond well to Sleep modes. You may wish to disable Sleep on the laptop when Mobile Broadband cards are in use.
 +
 +Go to: **[[:mac_help|Open Mobile for Mac Help]]** 
 +
 +
 +{{tag>support troubleshooting mac}}
 +
  
 

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