SU-secure Troubleshooting Your Connection

Troubleshoot Your Connection

SU-secure is designed for University business use by students, faculty and staff. Please follow the guides below to troubleshoot your connection.

Wifi devices require configuration before they can connect to the SU-secure wireless network. Please follow the guide appropriate for your device for instructions on configuring your specific device type for connecting to SU-secure first: https://seattleuniversity.atlassian.net/wiki/spaces/ISD/pages/1082622022

 

Windows 8

This guide provides step-by-step instructions for troubleshooting common connection issues seen with Windows 8 computers connecting to SU-secure. After completing each numbered section, attempt to connect to SU-secure again. If you are unsuccessful in connecting, continue on to the next numbered section.

  1. Validate Username/Password

    1. Visit the SUonline page at https://suonline.seattleu.edu/

    2. Log in to SUonline using your SeattleU credentials.

    3. If you are unable to log in, visit https://pwreset.seattleu.edu/ and click on ‘I forgot my password’. Follow the steps to reset your SeattleU password.

    4. Repeat steps 1a and 1b to validate you can log in to your account before attempting to connect to SU-secure again.

  2. Delete and rebuild SU-secure wireless profile

    1. Remove the existing SU-secure profile from your device

      1. Click on the wifi icon in the system tray

      2. Right click on SU-secure and click ‘Forget this network’

         

    2. Follow the SU-secure configuration guide for your device found here: https://seattleuniversity.atlassian.net/wiki/spaces/ISD/pages/1082622022/SU-secure+Configure+Your+Connection#Windows-8

  3. Validate that there are no static IP or DNS server settings

    1. Press the start button, type ‘Network Connections’, and click on ‘View network connections’

    2. On the Network Connections menu that appears, right-click your Wi-Fi adapter and select ‘Properties’

       

    3. In the Wi-Fi Properties menu, ensure ‘Internet Protocol Version 4’ is checked, highlight it, and then click the properties button

    4. Ensure that both the IP address and DNS server settings are set to Obtain Automatically and then press ‘OK’. Then press ‘OK’ on the Wi-Fi Properties menu

       

  4. Check for Avast Antivirus:

    1. If Avast Antivirus is installed, disable the Secure DNS service it runs by performing the following:

      1. Open Avast

      2. Browse to Avast > Settings > Active Protection > Secure DNS

      3. Set Secure DNS to OFF

  5. Validate that operating system and device drivers are up to date

    1. Validate that Windows is up to date

      1. Press the start button, type ‘update’, and click on ‘Check for updates’

      2. Click the ‘Check now’ button and allow any updates to install. Once updates are installed, restart your machine.

         

    2. Validate that wireless drivers are up to date

      1. Press start, type ‘drivers’, and click on ‘Update device drivers’

      2. Expand the ‘Network Adapters’ section of the Device Manager list

      3. Select your wireless adapter from the expanded list and click the ‘Update Driver Software’ button. The name of your wireless adapter may vary from the image below depending on the hardware you are using. iv

      4. If drivers are updated, restart your machine.

         

  6. If you are still unable to connect

    1. If you are still unable to connect to SU-secure after following the troubleshooting steps in this document, you can contact the Service Desk for assistance.

When opening a support ticket with the Service Desk, please provide the following information:

  • Your account username (i.e. ‘doej’).

  • The brand and model of the device you are attempting to connect to SU-secure.

  • The operating system version of the device you are attempting to connect to SU-secure.

  • What location (building, room) you are attempting to connect in.

  • A description of the error message or problem you are seeing.

Windows 10

This guide provides step-by-step instructions for troubleshooting common connection issues seen with Windows 10 computers connecting to SU-secure. After completing each numbered section, attempt to connect to SU-secure again. If you are unsuccessful in connecting, continue on to the next numbered section.

  1. Validate Username/Password

    1. Visit the SUonline page at https://suonline.seattleu.edu/

    2. Log in to SUonline using your SeattleU credentials.

    3. If you are unable to log in, visit https://pwreset.seattleu.edu/ and click on ‘I forgot my password’. Follow the steps to reset your SeattleU password.

    4. Repeat step 1 to validate you can log in to your account before attempting to connect to SU-secure again.

  2. Delete and rebuild SU-secure wireless profile

    1. Remove the existing SU-secure profile from your device

      1. Click on the wifi icon in the system tray and click on ‘Network settings’

      2. On the Wi-Fi settings menu, click ‘Manage known networks’

      3. On the ‘Manage known networks’ menu, click on SU-secure and click ‘Forget’

         

    2. Follow the SU-secure configuration guide for your device found here: https://seattleuniversity.atlassian.net/wiki/spaces/ISD/pages/1082622022/SU-secure+Configure+Your+Connection#Windows-10

  3. Validate that there are no static IP or DNS server settings

    1. Press the start button, type ‘Network Connections’, and click on ‘View network connections’

    2. On the Network Connections menu that appears, right-click your Wi-Fi adapter and select ‘Properties’

       

    3. In the Wi-Fi Properties menu, ensure ‘Internet Protocol Version 4’ is checked, highlight it, and then click the properties button

    4. Ensure that both the IP address and DNS server settings are set to Obtain Automatically and then press ‘OK’. Then press ‘OK’ on the Wi-Fi Properties menu

       

  4. Check for Avast Antivirus: If Avast Antivirus is installed, disable the Secure DNS service it runs by performing the following:

    1. Open Avast Browse to Avast > Settings > Active Protection > Secure DNS

    2. Set Secure DNS to OFF

  5. Validate that operating system and device drivers are up to date

    1. Validate that Windows is up to date

      1. Press the start button, type ‘update’, and click on ‘Check for updates’

      2. Click the ‘Check now’ button and allow any updates to install. Once updates are installed, restart your machine

         

    2. Validate that wireless drivers are up to date

      1. Press start, type ‘drivers’, and click on ‘Update device drivers’

      2. Expand the ‘Network Adapters’ section of the Device Manager list

      3. Select your wireless adapter from the expanded list and click the ‘Update Driver Software’ button. The name of your wireless adapter may vary from the image below depending on the hardware you are using.

      4. If drivers are updated, restart your machine.

         

  6. If you are still unable to connect

    1. If you are still unable to connect to SU-secure after following the troubleshooting steps in this document, you can contact the Service Desk for assistance

When opening a support ticket with the Service Desk, please provide the following information:

  • Your account username (i.e. ‘doej’).

  • The brand and model of the device you are attempting to connect to SU-secure.

  • The operating system version of the device you are attempting to connect to SU-secure.

  • What location (building, room) you are attempting to connect in.

  • A description of the error message or problem you are seeing.

macOS

This guide provides step-by-step instructions for troubleshooting common connection issues seen with macOS computers connecting to SU-secure. After completing each numbered section, attempt to connect to SU-secure again. If you are unsuccessful in connecting, continue on to the next numbered section.

  1. Verify Username/Password

    1. If you can successfully login at https://webadvisor.seattleu.edu/ then your credentials are working correctly.

    2. If you are unable to login at https://webadvisor.seattleu.edu/ please follow the instructions at https://www.seattleu.edu/its/support/support-articles/reset-your-su-password.html to reset your password.

    3. If you are still unable to authenticate to SU-secure after resetting your password proceed to the troubleshooting steps below.

  2. Verify there are no static IP or DNS server settings

    1. Press the wifi icon in the status menu and select ‘Open Network Preferences’

    2. On the ‘Network’ menu, select your Wi-Fi network and click on ‘Advanced…’

       

    3. Click on the ‘TCP/IP’ tab and verify ‘Configure IPv4’ is set to ‘Using DHCP’

    4. Click on the ‘DNS’ tab and verify the DNS servers listed are 172.17.72.xx and 172.17.61.26. Remove any other entries. If there are no DNS servers in the list, do NOT manually add any DNS servers. Press ‘OK’ when completed.

       

  3. Verify if a wireless profile has an outdated security certificate

    1. You will be unable to authenticate to SU-secure if your Mac computer contains an expired security certificate in the SU-secure wireless profile. The former certificate expired Sep 1 2019. Follow the steps below to verify if your Mac has the wireless profile and if so the expiration date of the stored certificate.

      1. From the Apple menu select System Preferences

      2. Select Profiles as shown below

        If Profiles is not present there are no profiles configured; this is normal as not all Macs will have it. Skip the remaining steps and exit System Preferences.

      3. Click the SU-secure profile in the left frame. If the Expired date is prior to today’s date, such as the example of Sep 1 2019 below, the expired certificate is used. The wireless profile must be deleted.

         

      4. Click the minus sign at the lower left of the window to remove the profile. If prompted enter the username and password of the authorized user to remove the profile.

      5. Agree to any remaining prompts to remove the profile

         

      6. Close the open windows

         

        You should now be able to re-connect to SU-secure and successfully authenticate. Proceed with the remaining steps only if you cannot authenticate to SU-secure and access external web pages.

  4. Forget the SU-secure network

    1. Press the wifi icon in the status menu and select ‘Open Network Preferences’

    2. On the ‘Network’ menu, select your Wi-Fi network and click on ‘Advanced…’

       

    3. In the ‘Wi-Fi’ tab, select SU-secure, click on the minus button to remove the network, and then click ‘OK’

    4. Click the ‘Apply’ button on the Network menu to apply the settings.

       

    5. Re-connect to SU-secure following the configuration guide for your device found at: https://seattleuniversity.atlassian.net/wiki/spaces/ISD/pages/1082622022/SU-secure+Configure+Your+Connection#Mac-OS-X

  5. Check for Applications Known to Impact SU-secure Functionality

    1. Avast Antivirus forces your Mac to use external DNS servers. Such DNS use is blocked by the SeattleU firewall. Open Avast, select Settings, select Components, set Secure DNS to off.

    2. Some versions of Cisco AnyConnect Secure Mobility Client prevent internet access while connected to SU-secure. Don’t use this application while connected to SU-secure.

  6. Verify the operating system is up to date

    1. Click the Apple button and select ‘About This Mac’

    2. On the ‘Overview’ tab, select ‘Software Update…’ and install any updates

       

  7. If you are still unable to connect

    1. If you are still unable to connect to SU-secure after following the troubleshooting steps in this document, you can contact the Service Desk for assistance

When opening a support ticket with the Service Desk, please provide the following information:

  • Your account username (i.e. ‘doej’).

  • The brand and model of the device you are attempting to connect to SU-secure.

  • The operating system version of the device you are attempting to connect to SU-secure.

  • What location (building, room) you are attempting to connect in.

  • A description of the error message or problem you are seeing.

iPhone and iPad

This guide provides step-by-step instructions for troubleshooting common connection issues seen with iPhone and iPad devices connecting to SU-secure. After completing each numbered section, attempt to connect to SU-secure again. If you are unsuccessful in connecting, continue on to the next numbered section.

  1. Validate Username/Password

    1. Visit the SUonline page at https://suonline.seattleu.edu/

    2. Log in to SUonline using your SeattleU credentials.

    3. If you are unable to log in, visit https://pwreset.seattleu.edu/ and click on ‘I forgot my password’. Follow the steps to reset your SeattleU password.

    4. Repeat steps 1a and 1b to validate you can log in to your account before attempting to connect to SU-secure again.

  2. Delete and rebuild SU-secure wireless profile

    1. Remove the existing SU-secure profile from your device

      1. Tap on the Settings app

      2. Tap on the wifi settings menu

      3. Tap on the blue ‘i’ next to SU-secure

      4. If the ‘Forget this network’ button is present, tap it, and continue on to the next step, otherwise continue on to step v in this section.

         

      5. Tap the back button in the top left corner to return to the settings menu, scroll down to ‘General’ and tap on it

      6. In the General settings menu, scroll down to ‘Profile’ and Tap on it

         

      7. . In the Profile menu, tap the SU-secure profile

      8. . In the SU-secure profile, tap ‘Delete Profile’, and ‘Delete’ once more when it appears at the bottom of the screen.

         

    2. Follow the SU-secure configuration guide for your device found at:https://seattleuniversity.atlassian.net/wiki/spaces/ISD/pages/1082622022/SU-secure+Configure+Your+Connection#iPhone-and-iPad

  3. Validate that the operating system is up to date

    1. Validate that IOS is up to date

      1. Tap on the Settings app

      2. Tap on ‘General’, then tap on Software Update

      3. Install any software updates and restart your device.

         

  4. If you are still unable to connect

    1. If you are still unable to connect to SU-secure after following the troubleshooting steps in this document, you can contact the Service Desk for assistance

When opening a support ticket with the Service Desk, please provide the following information:

  • Your account username (i.e. ‘doej’).

  • The brand and model of the device you are attempting to connect to SU-secure.

  • The operating system version of the device you are attempting to connect to SU-secure.

  • What location (building, room) you are attempting to connect in.

  • A description of the error message or problem you are seeing.Android

 

Android

This guide provides step-by-step instructions for troubleshooting common connection issues seen with Android devices connecting to SU-secure. After completing each numbered section, attempt to connect to SU-secure again. If you are unsuccessful in connecting, continue on to the next numbered section.

  1. Validate Username/Password

    1. Visit the SUonline page at https://suonline.seattleu.edu/

    2. Log in to SUonline using your SeattleU credentials.

    3. If you are unable to log in, visit https://pwreset.seattleu.edu/ and click on ‘I forgot my password’. Follow the steps to reset your SeattleU password.

    4. Repeat steps 1a and 1b to validate you can log in to your account before attempting to connect to SU-secure again

  2. Delete and rebuild SU-secure wireless profile

    1. Remove the existing SU-secure profile from your device

      1. Tap on the Settings app to open up the settings menu

      2. Tap on the Wi-Fi settings option

        c. Tap and hold on the SU-secure network and then tap on ‘Forget network’

         

    2. Follow the SU-secure configuration guide for your device found at: https://seattleuniversity.atlassian.net/l/c/1Fh08Dsc

  3. Validate that operating system is up to date

    1. Validate that Android is up to date

      1. Tap on the Settings app to open up the settings menu

      2. Scroll down and tap on ‘System updates’

         

      3. Tap on ‘Check for new system update’. If updates are installed, restart your device.

         

  4. If you are still unable to connect

    1. If you are still unable to connect to SU-secure after following the troubleshooting steps in this document, you can contact the Service Desk for assistance

When opening a support ticket with the Service Desk, please provide the following information:

  • Your account username (i.e. ‘doej’).

  • The brand and model of the device you are attempting to connect to SU-secure.

  • The operating system version of the device you are attempting to connect to SU-secure.

  • What location (building, room) you are attempting to connect in.

  • A description of the error message or problem you are seeing.

Chrome OS

This guide provides step-by-step instructions for troubleshooting common connection issues seen with Windows 10 computers connecting to SU-secure. After completing each numbered section, attempt to connect to SU-secure again. If you are unsuccessful in connecting, continue on to the next numbered section.

  1. Validate Username/Password

    1. Visit the SUonline page at https://suonline.seattleu.edu/

    2. Log in to SUonline using your SeattleU credentials.

    3. If you are unable to log in, visit https://pwreset.seattleu.edu/ and click on ‘I forgot my password’. Follow the steps to reset your SeattleU password.

    4. Repeat step 1 to validate you can log in to your account before attempting to connect to SU-secure again.

  2. Delete and rebuild SU-secure wireless profile a. Follow the SU-secure configuration guide for your device found at: https://seattleuniversity.atlassian.net/wiki/spaces/ISD/pages/1082622022/SU-secure+Configure+Your+Connection#Chrome-OS to delete and reconnect to the SU-secure network.

  3. Validate that there are no static IP or DNS server settings

    1. Click on your account photo

    2. Click on the wifi settings button

    3. Click the ‘Network settings’ gear button

    4. Click the wifi settings button

       

    5. Click the arrow next to SU-secure

    6. Click the Network dropdown arrow

    7. Confirm that ‘Configure IP address automatically’ is enabled

    8. Confirm that Name servers are set to ‘Automatic name servers’

  4. If you are still unable to connect

    1. If you are still unable to connect to SU-secure after following the troubleshooting steps in this document, you can contact the Service Desk for assistance

When opening a support ticket with the Service Desk, please provide the following information:

  • Your account username (i.e. ‘doej’).

  • The brand and model of the device you are attempting to connect to SU-secure.

  • The operating system version of the device you are attempting to connect to SU-secure.

  • What location (building, room) you are attempting to connect in.

  • A description of the error message or problem you are seeing.

 

Need additional help? Submit a ticket in our new portal here: IT Service Desk Help Center