How to Troubleshoot Internet if you Live in Campus Housing

Are you having trouble connecting to Eduroam and/or Berkeley-IoT from University Village or any of the campus residence halls (Unit 1,2,3, Martinez, Clark Kerr, etc)? Here are a few tips to try to resolve the issue.

Are you having trouble with multiple devices or just one?

If you notice that other devices near you can connect to the network without issue, it’s likely that the issue is with one or more of your devices. Contact the Helpdesk for further assistance.
To expedite your service, please collect this information before contacting the Helpdesk:
- Your building and room
- Location of your Aruba access point in relation to where you’re connecting from (e.g. is your Aruba in the same room as where you’re using your computer?)
- Are some devices working and not others?
- Which networks/SSIDs are you connecting to? (Eduroam, Berkeley-IoT, Berkeley-Visitor)
- What operating system is your device running? Which version number?
- If possible, also provide your device’s network MAC address and IP address.

If none of your devices are able to connect to the wi-fi:

Reset your Eduroam wifi password by visiting wifi-keys.berkeley.edu (note that this will disconnect all your devices, and you’ll need to reconnect with the new password).
Try registering your device(s) for Berkeley IoT and connect to that network (need help? Contact us!).
University Village Residents: If your apartment has an Aruba access point, try registering your device’s ethernet adapter for a wired connection (not available in some locations).
If none of these steps resolve your issue, please contact us for further assistance.

If you’re experiencing issues with multiple devices AND other residents at your location also cannot connect to the network...

Check for a systemwide network outage

Visit https://systemstatus.berkeley.edu/ (click Network Services) to see if there’s any maintenance or known outage impacting your location. In the case of planned maintenance or known outages, campus is aware of the issue and working on a resolution as quickly as possible.

Reporting an unknown network outage

If nothing is shown on systemstatus.berkeley.edu and you’ve confirmed that other residents at your location are impacted, please do the following:
- During 9am-5pm Monday-Friday (excluding holidays):
  - Call 510-642-4357 to speak with a Student Technology Consultant and report the suspected outage.
- Outside of the above hours:
  - Contact your housing location’s front desk to alert them of the issue, and ask them to contact the after-hours report line (510-664-9000, option 8, 6).
- Individual residents should refrain from using the after-hours report line.
  - Having multiple residents leave messages after hours will cause delays. Residents who do leave messages at the report line may not get a call back from the on-call support team as they are working to resolve the issue and will not be able to call each individual back.