Troubleshooting - Wireless Access

Are you having problems connecting to the Library's free wireless network? Some of the most common problems and quick solutions are listed below.

Please note: the Library does not provide technical support for wireless users. If you have problems, other than those listed below, consult your user's manual, or contact your hardware or software provider for further assistance.

I can't connect to the wireless network

• Check that your laptop is wireless enabled 
  - Open the Control Panel and double click on 'System'.
  - Choose the 'Hardware' tab and select 'Device Manager'.
  - Expand the Network Adapter section and look for something mentioning the word 'wireless'.
  
  If wireless is not mentioned you will not be able to connect to the network. 
  
  
• Check that your wireless card is switched on
  Some wireless adapters have a manual switch that must be turned on, which is indicated by a small light.
  
  
• Check the signal strength
  Most wireless software has an indicator that tells you a signal is being received. Make sure the link quality and signal strength are both 'good’. If not, reposition your laptop to receive a stronger signal.
  
  
• Check your network settings
  Don't forget: If you have changed any settings on your laptop to use wireless, set them back before leaving the Library, or you may not be able to connect to the web from other locations.
  
  The following instructions are for Windows 2000, Windows XP, Windows Vista and Apple Mac OS X.
  
  - Open the Control Panel.
  - Select ‘Network and Dial-up Connections’ or ‘Network and Internet Connections > Internet Connections’.
  
  For Windows 2000
  - Right-click on ‘Wireless Network Connection’ or ‘Local Area Connection’.
  - Click 'Properties'.
  - Highlight the Internet TCP/IP protocol and click on 'Properties'. If more than one TCP/IP is listed, look for the one associated with your wireless adapter.
  - Select ‘Obtain an IP address automatically’ and ‘Obtain DNS server address automatically.’
  
  For Windows XP
  - Right-click on ‘Wireless Network Connection’.
  - Select ‘View available Wireless Networks’.
  - Select the name of the wireless network (eg SLV) and click ‘Connect’.
  
  For Windows Vista
  - Right-click the ‘Wireless Network Connection’ option.
  - Select ‘Connect/Disconnect’.
  - Select the name of the wireless network (eg SLV) and click ‘Connect’.
  
  For Apple Mac OS X
  - Locate the AirPort status icon (picture of a triangle) located in the top right-hand corner of your screen.
  - Click on the AirPort Status icon; a drop-down menu should appear.
  - If you see the network name 'SLV' listed, click on the name to connect. The AirPort Status icon's lines will darken if successful.
  - If you do not see 'SLV', select 'Open Internet Connect', which opens a box. At the bottom of this you may see text saying 'Status: Not associated with any network. Network not available’.
  - Look for the ‘Network’ option, then select ‘Other...’ from the drop-down list.
  - Type SLV in the ‘Network Name’ box. The ‘Wireless Security’ box should be set to 'None'.
  - Click ‘OK’ and check for the message ‘Status: Connected to SLV’.
  

I am connected to the network but when I open Internet Explorer 7, I receive the message 'Internet Explorer cannot display the webpage' 

• Check your security settings

  - Click the ‘Tools’ button, then click ‘Internet Options’.
  - Click the ‘Advanced’ tab, and scroll down to the ‘Security’ section.
  - Find and click on the 'Use SSL 2.0' check box. Click OK.
  - Click the refresh button on your browser.
  - You may get the message 'There is a problem with this website's security certificate'. Click the 'Continue to this website' option. You should now be taken to the Library’s log-in page.
  
  
• Check that a firewall isn't blocking your access
  If you have a Personal Firewall System installed on your computer, ensure that it is not blocking the Library’s wireless internet access. You may need to authorise access, or even disable the firewall whilst using the connection. As there are many types and brands of firewalls, we are unable to provide detailed instructions on how to do this safely. If you need further assistance you should contact your firewall provider for advice.

I can see the log-in page, but I get an error message when I try to log in 

• Check that your Library registration card is current
  Library registrations are valid for 12 months. If you are unable to log in, your card may have expired. Go to the Book Desk in the Information Centre. Staff will check your card and renew your registration if necessary.
  
  Please note: Once you have renewed your Library card, it takes 15-30 minutes before you can log in. This applies to new Library registrations also.
  
  

• Check the format of your name

  Does your Last name (Family name) contain a hyphen or a space (eg De Souza, King-Smith)?
  Try typing in your Last name as one word, without the space or the hyphen.
  
  
• Check that you have logged in correctly
  If you've typed in the wrong barcode or name, you will see the error message 'Invalid name or password'. If this happens, try logging in again.
  
  Please note: You must enter the barcode on your Library card in the 'User Name' field and your last name or family name in the 'Password' field.

I logged in successfully a while ago, but now the service has been disconnected

• If you haven't used the service for more than 15 minutes, it will automatically disconnect. When this happens, just log back in again using your barcode and family name.

• Wood, people, walls, pillars and bookshelves can all cause the signal to be interrupted or weakened.
  
  
• The number of people using the wireless connection can affect the speed. The more people who are connected, the slower the connection.