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Common device problems

Leeds Trinity University > Common device problems



Older Android devices perform best using Eduroam. However, there are some instances when these Android phones drop their connection when a user moves from one area to another. This behaviour appears to be limited to particular handsets and mobile phone provider combinations.

When these devices persistently do not connect, we recommend using a 3G or 4G data connection while roaming until an official Android solution is released. The Eduroam Fixer application is one option that has received positive feedback.

Additional device support is available from the external Android website:


Disabling IPv6 on your Mac may help solve connection issues. To disable IPv6 you have to issue a series of commands. 
  1. Find your WiFi card. This can be viewed with the following commands: networksetup- listallnetworkservices. If the card is called, for example, WiFi, you can disable IPv6 with the command: sudo networksetup-setv6off WiFi.
  2. After a few seconds, you should see an IP address listed under Status.

Snow Leopard 10.6​

This particular operating system may differ. 
  1. Close down any web browser or internet client.
  2. Open System Preferences and then click on Network or click on the Airport Icon in the menu bar and then Open Network Preferences.
  3. Click on Airport and then from the Action Menu represented with a cog icon, and choose Make Service Inactive.
  4. Click on Apply.
  5. Click on Airport again and from the Action Menu, choose Make Service Active.
  6. Click on Apply.
  7. After a few seconds, you should see an IP address listed under Status.
Some Apple Mac laptops have reportedly disconnected randomly from the network. Further information is available on the Apple website.


You may not be able to connect because of an incorrect root certificate. Windows Root Certificates can sometimes be out-of-date so check you have the latest installation.

Read how to manually download the update package on the Microsoft website ​


Users with a very weak signal or suffering from irregular drops in connection are strongly recommended to check their drivers are up-to-date.

Check your drivers are the most up-to-date on the Intel Driver Download Center website

The Intel PRO wireless management client has proved problematic for some users when trying to connect to the wireless network. As a preference, use the Windows built-in client.

Some users seem to be unable to get their devices working with the built-in 802.1x supplicant.

A possible solution is to use the open source client that is supported by the UK academic community that allows them to configure their devices to work. 

Windows 8 drivers

A Windows 8.1 Broadcom wireless driver may cause issues and the following solution can work:
  1. Open Device Manager or search Windows Help if you don't know where it's located.
  2. Select Network Adaptors and then double-click to open Broadcom 802.11n Network Adaptor.
  3. Go to the Driver tab and click the Update Driver button.
  4. Select Browse my computer for driver software.​
  5. Select Let me pick from a list of device drivers on my computer.
  6. Select the Broadcom 802.11n Ne​two​rk Adaptor (Broadcom) entry from the list, and click on Next.


Blackberry devices are commonly known to have problems with Eduroam.

Details on Blackberry 9360, 9380 and 9790 models can be found on the website

Contact us

The IT Helpdesk ​will be able to answer any questions, support you through an IT problem and provide general IT guid​anc​e and advice. Contact us on +44 (0) 113 283 7223 or

Opening Hours

  • Monday - Friday: 08:30 - 17:00
  • Saturday: CLOSED
  • Sunday: CLOSED

Out of hours Helpdesk

We also provide an out-of-hours service which is available Monday - Friday 17:00 - 08:30 and all weekend. This service will also cover the Christmas and Easter holidays, as well as Bank Holidays.