Eduroam Wi-Fi troubleshooting

Many eduroam (or any Wi-Fi) connectivity problems can be fixed by checking settings. Here are some troubleshooting steps you can try for yourself:

General eduroam troubleshooting

Device issues

• Make sure your device is up to date with OS and security patches - check your device for software updates, and install them (you'll need to be on a different network for this to work).
• Is your device showing the right (UK) time? Check that your date/time is correct - the date/time must be accurate to within 1 hour in order to connect.
• Do you have a different saved (or preferred) network which is preventing connection?
• Check your Wi-Fi is on - toggle Wi-Fi off and then on again to make sure you're connected to the closest Wi-Fi access point which will have the best signal.
• Remove eduroam and re-add it on your device: If you already have eduroam but it won't connect, forget (or delete) it and reconnect following our instructions.
• Restart your device - Switch it off and on again :)

Network issues

• Make sure that you're in an area with eduroam - can you see the "eduroam" network listed?
• Problems at a particular spot on campus - if you can't connect in a particular spot, report the coverage issue to the IT Service Desk.
• Possible outage in your area - it is always possible there's an issue with eduroam. Check DTS Status Hub for outage reports.

University of Reading owned (managed) devices

All University of Reading owned devices should receive the network profile via a central update. This may fail if your device has not connected with us recently. Try these steps to get reconnected:

• Connect to the internet for a while to update your device profile (see next bullet point)
• Has your device checked in with us recently? If you work remotely and haven't been on campus for a while, or only use the Wi-Fi when on campus, you may need to "resync" your device in the Company Portal to update the device profile and get the latest settings. To do this, see Windows Company Portal: Sync your device. 
• Error message: "Unable to connect because the sign-in requirements for your device and the network aren't compatible", you need to connect with a certificate instead of username/password, see: How to reconnect to Eduroam (Windows Managed Devices)
• Forget eduroam and reconnect, following these instructions: How to reconnect to Eduroam (Windows Managed Devices)

Marvis Client App for personal devices

• Restart your device - Switch it off and on again :)
• Uninstall the Get Eduroam app (if you have it) and try reinstalling from eduroam.reading.ac.uk
• Forget the eduroam network profile in the Marvis App and reinstall from eduroam.reading.ac.uk
• Uninstall the Marvis App and try reinstalling from eduroam.reading.ac.uk
• Double check that the Juniper Mist portal page has selected the correct Operating System (OS) for your device. If not, change it using the "Other OS" link and redownload.
• Check you have saved the network profile and it shows in the Marvis App under "My profiles" (you may need to turn your phone horizontally to see a "Save" button)
• Restart your device - Switch it off and on again :) - yes, it's here twice

Issues with connecting once you have the Marvis Client (as well as above general Wi-Fi issues):

• You should have the Marvis Client App installed to connect to eduroam, so if you've uninstalled it you'll need to reinstall.

Known Errors with the Marvis Client App

This is a list of known errors with the Marvis Client App:

• Not able to open the Network Profile, or issues when opening it? See Android phone error: This XML file does not appear to have any style information associated with it
• No "Save" button (Android) - turn your phone horizontally to see a "Save" button

Page updated by lm920207 on 21/07/26