Eduroam troubleshooting steps when having difficulty

• Use your full Emerson email address. Enter your complete address, including @emerson.edu, along with your Emerson password. Entering only the part before the @ sign will fail.
• Forget eduroam and rejoin it. Remove eduroam from your saved networks, restart your device, and join it again from scratch. Steps for each device are below.
• Forget Emerson Guest. Using it as a workaround while you fix eduroam causes your device to switch between the two networks and drop off Wi-Fi.
• Turn off any VPN or third-party security software. These can stop pages from loading even after your device has joined the network.
• Try a different floor or building. If your device connects elsewhere but not in your usual spot, note the exact building, floor, and room number for the Help Desk.

1. Forget the network

• Open System Settings (System Preferences on older versions of macOS).
• Click Wi-Fi in the sidebar.
• Find eduroam under Known Networks, click the "..." or "i" button next to it, and select Forget This Network.
• Do the same for Emerson Guest if it appears in the list.

2. Remove any eduroam profile

If you have connected to eduroam at another school, or used someone else's credentials on this Mac, an old profile may still be in place.

• Open System Settings and search for profile, then click Device Management. On older versions of macOS, look under Privacy & Security or Profiles.
• If you see an eduroam profile, select it and click the minus sign (-) or Remove Profile.
• Enter your Mac's password if you are prompted for it.

3. Delete the saved network configuration

• Open Finder.
• From the menu bar, click Go > Go to Folder...
• Paste this path and press Return: /Library/Preferences/SystemConfiguration
• Find the file named com.apple.network.eapolclient.configuration.plist and delete it.
• Empty the Trash and restart your Mac.

4. Clear saved items from Keychain Access

• Open Keychain Access from the Utilities folder inside Applications.
• Search for eduroam. Right-click any results and select Delete.
• Search for clearpass. Delete any entries named clearpass.emerson.edu.

Both searches are needed. Your saved password is stored under the network name, while the certificate your Mac saved for our authentication server is stored under the server name, so searching for eduroam alone will not find it.

5. Rejoin eduroam and trust the certificate

• Select eduroam from your list of available wireless networks.
• Enter your full Emerson email address and your Emerson password.
• Your Mac will display a certificate window asking whether to trust the authentication server. Click Show Certificate and confirm the name reads clearpass.emerson.edu, issued by InCommon RSA Server CA 2.
• Click Continue, then enter your Mac's password when prompted so the trust setting is saved.

1. Remove old profiles

• Go to Settings > General > VPN & Device Management.
• Select and remove any eduroam profile from another school.
• Do this as well if your Emerson username has changed recently.

2. Forget the network and rejoin

• Go to Settings > Wi-Fi, tap the "i" next to eduroam, and tap Forget This Network.
• Select eduroam again and enter your full Emerson email address and password.
• When the certificate screen appears, confirm it reads clearpass.emerson.edu and tap Trust in the upper right.

• Open Wi-Fi settings.
• Click Manage known networks.
• Select eduroam, then click Edit under Advanced Wi-Fi network properties.
• Go to the Security tab.
• Change Security Type from WPA3-Enterprise to WPA2-Enterprise.
• Save your changes and reconnect.

If that does not help, forget eduroam under Manage known networks, restart the laptop, and join the network again, accepting the certificate for clearpass.emerson.edu when you are asked whether to continue connecting.

Forget eduroam and rejoin it. When you enter your credentials, set the connection fields as follows:

• EAP method: PEAP
• Phase 2 authentication: MSCHAPV2
• CA certificate: Use system certificates
• Domain: emerson.edu
• Identity: your full Emerson email address
• Anonymous identity: leave blank
• Password: your Emerson password

Android will not connect if the CA certificate field is left unset, and leaving it set to "Do not validate" is not secure. Set the Domain field exactly as shown.

This usually means your device joined the network but was never approved onto it, which happens when the certificate prompt was closed or canceled. Your device shows eduroam as connected while no traffic passes.

Open the section for your device above and work through every step. On a Mac, the step that resolves this is step 5, where you trust the certificate for clearpass.emerson.edu. Turn off any VPN or content blocker before you test again.

Accept it only if it is issued to clearpass.emerson.edu by InCommon RSA Server CA 2. That is Emerson's authentication server, and your device has to trust it before it can pass traffic.

If the name is anything else, or if you are taken to a web page asking for your Emerson email address and password, do not continue. Contact the Help Desk.

Your device is still holding the configuration profile from the other school, which points it at their authentication server rather than ours. Remove that profile first, then rejoin. See the Mac or iPhone section above for where the profile is stored.

Campus wireless is being updated to Wi-Fi 6E in stages, which adds 6 GHz coverage in some locations, including Walker, Piano Row, and Paramount. Devices that support Wi-Fi 6E get faster speeds there, but coverage is not yet campus wide, which is why a laptop can work in one building and fail in another.

Note the exact building, floor, and room number where it fails, along with a location where it works, and send both to the Help Desk.

These devices are not meant to use eduroam. They do not support the security eduroam requires, so they join the Emerson Devices network instead, using a password generated for each device.

From a computer or phone already on eduroam, go to https://mydevices.emerson.edu and register the device. Device registration is for the Boston campus. On the Los Angeles campus, contact ela_it@emerson.edu.