Having trouble connecting? This info is for you!
To connect to the iPass global virtual network, you must use one of the following versions of the iPassConnect™ mobility manager. Contact your support desk or service provider to obtain the latest version.
- iPassConnect for Windows (Vista, XP, 2000, ME, NT4, 98 SE)
- iPassConnect for Mac OS X 10.4 (Tiger) or 10.5 (Leopard)
- iPassConnect for Symbian (Nokia S80)
- iPassConnect for Windows Mobile (2003 or 2003 SE)
The simple troubleshooting tips below solve most connectivity problems reported by iPass users. Refer to our user guides for more detailed information or see the section on additional help.
General Tips
- Ensure that your account is active and enabled.
- Make sure you've entered your user name, domain and password correctly (Caps Lock key should be turned off).
- Check that your iPassConnect phonebook is up to date. It's a good idea to update the phonebook at least once before traveling to make sure your phonebook contains the latest access points.
- Check that an iPass access point is available. If necessary, try another access location or number.
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Wireless Troubleshooting
- Make sure that your Wi-Fi adapter or Mobile Data card is properly connected and enabled.
- Make sure the Wi-Fi adapter is defined in iPassConnect and active. To verify, go to Settings > Connection Settings > WLAN and select the adapter from the device menu.
- See the steps under General Troubleshooting.
- Don't have wireless access? Ask your IT manager to enable this valuable service for you.
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Ethernet Troubleshooting
- Verify that your laptop is connected with an Ethernet cable to either the desktop Ethernet jack or directly to a connection hub (typically located under the desk in iPass-enabled hotel rooms).
- If you are connecting from an iPass-enabled hotel room you may need to power-cycle the connection hub. Disconnect the hub's power plug from the outlet, wait at least 60 seconds and plug the power back in.
- See the steps under General Troubleshooting.
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Dial Troubleshooting
- Make sure you dial the required prefixes and local dial code for the region. Many hotels require you to dial a number to get an outside line.
- Verify that Dial-Up Scripting is installed. Microsoft Windows Dial-Up Scripting support is required when dialing iPass access points. Scripting is automatically installed with the Windows OS versions supported by iPassConnect.
- See the steps under General Troubleshooting.
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Additional Help
If the troubleshooting guide and iPassConnect User Guides do not solve your problems, contact your support desk. Support desk personnel receive specialized training from iPass to help them quickly resolve complex connectivity issues. They will escalate the problem to iPass if appropriate. To assist in troubleshooting, please have the following information available:
- Operating system and version
- iPassConnect client software type and version
- Access point used (city and name or number of the location)
- Any error message you received (including error number, if known)
- Approximate time and day of connection attempt(s)
Don't have broadband access?
Ask your IT manager to enable this valuable service for you.
Not an iPass customer?
Have your IT department contact iPass sales.
Individuals can buy now through an iPass reseller.
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