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AirPennNet-Help and Cloudpath: Known Issues

Overview

This page contains known issues with AirPennNet-Help and Cloudpath and details workarounds when they have been identified.

Cross-Platform issues

  • A blank page loads or an error appears upon opening a browser when connected to AirPennNet-Help.
    • Workaround Identified: This happens when the browser attempts to load an https:// page rather than an http:// page when connected to AirPennNet-Help. As there is not an https:// listener enabled on AirPennNet-Help to prevent security warnings during the redirect, this is expected behavior. Users who see this behavior should attempt to load a standard http:// page such as: http://www.upenn.edu for the redirect to work properly.
       
Windows
  • Users of very old SecureW2 versions (<3.1) may not be able to connect after running Cloudpath.
    • Workaround Identified: Users should uninstall both the old version of SecureW2 and the new version, restart the computer, and re-run the Cloudpath installer.
  • Out of date wireless drivers will cause Cloudpath to fail.
    • Fix Identified: Providers should obtain the latest driver from the device manufacturer, install the newer driver, and re-run the Cloudpath installer.
  • The wizard is unable to configure SecureW2 and fails with an error, sometimes mentioning that the "license is expired"
    • Workaround identified: This issue is caused by third-party software on the client interfering with Windows' native control of wireless drivers. Third-party wireless configuration tools such as Intel PROSet/Wireless tools are the most likely culprit, but other software can interfere as well. Some third-party security and antivirus software, such as Kapersky Antivirus, is another frequent cause. Uninstalling or disabling this third party software until the configuration is complete can sove this issue.
  • Windows 10 Creators Update fails to work with Cloudpath, prompting an "unable to connect" dialog or a "Windows Security" dialog.
    • Workaround identified: This issue does not happen consistently across Creators Update systems, but for those that do, Cloudpath cannot be used to configure the AirPennNet SSID. Rather than use Cloudpath to configure AirPennNet, select AirPennNet directly from the wireless tray and enter your PennKey and Password to connect. (Cloudpath is not required to configure Windows 8 or Windows 10 systems) You may need to forget the AirPennNet network from the Wi-Fi control panel, and in some rare and extreme cases, uninstalling and reinstalling the wireless driver can help as well.
  • After running the Cloudpath wizard and attempting to connect to AirPennNet, an error like "The identity of the authorization server could not be established" appears.
    • Workaround Identified: This is an issue that occurs with macOS 10.12.1 through 10.12.3; these versions of macOS contain a bug that breaks 802.1x compatibility. Updating the operating system to at least 10.12.4, when the bug was fixed, will alleviate this issue.
  • Users of a non-Symantec antivirus product (a product other than Norton AntiVirus or SEP for macOS) may be prompted that antivirus software could not be detected.
    • Workaround Identified: Cloudpath is looking for the installed application LiveUpdate.app on macOS computers. If LiveUpdate is not detected, users will see the antivirus warning. If a product is installed, users can disregard this warning.
  • Users who were able to connect successfully to AirPennNet at the time of running Cloudpath may not be able to connect after rerunning the process. This seems to affect only currently connected/properly configured computers.
    • Workaround Identified: These users should reboot their computer and attempt to connect.
  • Some macOS users report issues reconnecting after their computer wakes from sleep/hibernate.
    • Workaround Identified: This problem can be avoid by turning off wireless connectivity before the computer hibernates or waiting sometimes over one minute before the connection is resumed. This problem can occur with any encrypted network.

Cloudpath may not work with all Ubuntu-based operating systems. The vendor has specified support for Ubuntu versions: 9.04, 9.10, 10.04, 10.10, 11.04, 11.10, 12.04, 12.10, 13.04, 13.10, 14.04, 14.10, 15.04, 15,10,16.04, and 16.10. While Cloudpath may work with other versions of Linux, it is unsupported. Please note that Linux is not currently a supported desktop OS at the University and support for Cloudpath issues is limited.

Android

  • Android devices are not redirected to the configuration site when connected to AirPennNet-Help
    • Workaround Identified: Temporarily turn off mobile data until the device is configured. Some Android devices will automatically switch to mobile data when they cannot reach the Internet on a captured network like AirPennNet-Help
  • Android devices are unable to download the configuration file or Cloudpath app when connecting to AirPennNet-Help
    • Workaround Identified: Verify that the browser being used is Chrome or another full-featured web browser. Some Android devices will detect the presence of a captured portal when connecting to AirPennNet-Help and automatically launch a stripped-down browser that cannot download files. Close out the browser, open Chrome, navigate to www.upenn.edu or another http: address and attempt the process again.
  • Android devices are unable to download the configuration file using the Cloudpath app
    • Workaround Identified: Make sure you are connected to AirPennNet-Help before opening the Cloudpath app. In most cases, downloading the configuration file through a browser is a better option than attempting to do so through the Cloudpath app--close out the App, connect to AirPennNet-Help, open a browser, and download the configuration file that way.
  • Android devices are able to download the configuration file, but it does not automatically launch in the Cloudpath app
    • Workaround identified: After downloading the configuration file, open the Cloudpath app on the device, touch the arrow in the upper-right hand corner of the screen, and select "Manual Configuration URL..." and enter "android.netconfig" in the box that appears. This will manually load the configuration file into the Cloudpath app.
  • Android devices using an older version of Cloudpath get stuck on "Authenticating" when attempting to connect to AirPennNet
    • Workaround Identified: Use a newer version of Cloudpath instead, either from the AirPennNet-Help website or the Play Store to set up your Android device. NOTE: you will need to temporarily "Allow Untrusted Sources" in your Settings menu on the device if you install from the AirPennNet-Help website.
  • Devices running Android 4.4 or later prompt for the "credential store" password, though one has not been set. 
    • Workaround identified: Enable "Screen Lock" through the security settings. Doing so will enable the credential store and will allow completion of the Cloudpath wizard. Then, follow the instructions provided by Cloudpath (some devices use 'password' while others are blank). Note: The Samsung Galaxy fingerprint sensor will not secure the credential store. Be sure to use PIN or Password.
  • Android devices previously able to connect to AirPennNet fail after updating to Android 4.4 or later
    • Workaround Identified: Uninstall Cloudpath, then 'Forget' both AirPennNet and AirPennNet-Help in WiFi settings. Navigate to Security settings and 'Clear credentials'. Reinstall Cloudpath from the Play Store, then reconnect to AirPennNet-Help and follow the prompts to reconnect to AirPennNet
  • Android users unable to download the Cloudpath application from the Market while connected to AirPennNet-Help.
    • Workaround Identified: Users should disconnect from AirPennNet-Help to download the Cloudpath application from the Market. After installing Cloudpath, users should reconnect to AirPennNet-Help and complete the configuration.
  • Android devices install Cloudpath but fail to complete configuration via AirPennNet-Help
    • Workaround Identified: Devices need to have storage available to allow the certificate package to be installed on the device. Some, but not all devices that exhibit this behavior can be successfully connected by running through the AirPennNet-Help configuration a second time. For these devices, the second configuration cycle will work when the first did not.
  • Some Samsung Android devices running Android 4.4 or later are unable to connect during the Cloudpath wizard after installing the certificates, and display an error saying "Unable to connect to the network."
    • Workaround Identified: Users should be able to manually connect to AirPennNet using the Blackberry 10 instructions below.
  • Due to the fragmented nature of the Android ecosystem, Cloudpath may not work with all Android devices. Only versions 4 or later support the level of encryption used on AirPennNet-Help. Furthermore, many Android devices have a user interface overlay which conflicts with the native Android network and certificate management. Devices with stock builds of Android are generally unaffected. If your user has a problematic device please provide the logs from the device to ISC Client Care. If all else fails, you can manually configure your Android device to work with AirPennNet. The BlackBerry instructions below will work on most Android devices, though the field names may differ slightly from device to device.

BlackBerry OS

Devices running BlackBerry OS 10 can connect to AirPennNet using these settings. 

Note: You must first activate your BlackBerry before following these instructions. They will not work on devices out-of-box.

  • Open the Settings app.
  • Open Network Connections.
  • Select Wi-Fi.
  • Select AirPennNet.
  • In the Username field, enter your actual PennKey username.
  • In the Password field, enter your actual PennKey password.
  • Open Advanced.
  • Under Security Sub Type select TTLS.
  • Under Inner Link Security select PAP.
  • Click Connect to connect to AirPennNet.

BlackBerry OS 7 (and older) cannot connect to AirPennNet due to a lack support for the protocols used by the network.

iOS

  • After installing the .mobileconfig file to connect to AirPennNet, an error like "The identity of the authorization server could not be established" appears.
    • Workaround Identified: This is an issue that occurs with iOS 10.1 and 10.2; these versions of iOS contain a bug that breaks 802.1x compatibility. Updating the device to at least version 10.3, when the bug was fixed, will alleviate this issue.
  • The .mobileconfig file does not load.
    • Workaround Identified: AirPennNet-Help uses a .mobileconfig file to configure AirPennNet on iOS devices that will not load if the short DHCP lease on AirPennNet-Help expires. Users encountering this issue should remove existing profile for AirPennNet, power cycle their device, reconnect to AirPennNet-Help and run through the process immediately.
  • Device will reconnect to AirPennNet-Help or AirPennNet-Guest after the AirPennNet profile is installed.
    • Workaround Identified: These networks are automatically "forgotten" in iOS 5.x and later. For pre iOS 5 releases, wireless networks that users don't wish to connect to should be "forgotten." In Settings-->Wi-Fi , click the blue ">" next to the SSID and click the "Forget this network" button. This needs to be done for each wireless network that needs to be removed.
       

Windows Phone 7/8/10

Windows Phone does not currently support the protocols in use by AirPennNet. This may be addressed in a future version of the platform.