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# Intel® Wireless Troubleshooter (Tools menu)

Intel® Wireless Troubleshooter Window
How to Use Intel® Wireless Troubleshooter
Resolve Errors

The Intel® Wireless Troubleshooter is an application that can help you resolve WiFi network connection issues. When a connection issue is detected, a desktop alert notification appears at the bottom right corner of your desktop. Once you click the desktop alert, a diagnostic message displays the recommended steps to resolve the connection problem. For example, if a connection problem occurred because of an invalid password, the Profile Manager application is launched when you click a displayed hyperlink, letting you enter the correct password.

The Intel® Wireless Troubleshooter is supported under Microsoft Windows* XP and Windows 7.

### How to Access

At Tools menu, click Intel® Wireless Troubleshooter.

### Intel® Wireless Troubleshooter Window

The Intel® Wireless Troubleshooter contains two panes. The left pane displays a list of available tools. The right pane displays the current connection issue and is divided into two sections: the error message and the recommended action. The recommended action contains descriptions about available utilities and helps to resolve the associated connection issue. If you click on a help link, the help text is displayed in a window. If you click on the associated issue resolution link, a program is launched to resolve the connection issue.

Name | Description
Menu Options | File | Wireless Event Viewer: Launches Wireless Event Viewer. Also selectable in the left pane.
Disable Notification/Enable Notification: Select to disable or enable alert notifications. Also selectable in the left pane.
Exit: Click to exit the Intel® Wireless Troubleshooter application.
View | History: Displays or removes the History data on the right panel of the Intel® Wireless Troubleshooter.
Tools | Manual Diagnostics Tool: Run diagnostic test to verify the functionality of your WiFi adapter. See Manual Diagnostics Tool for more information.
Help | Intel® Wireless Troubleshooter Help: Displays online help for the Intel® Wireless Troubleshooter.
About: Displays version information for the Intel® Wireless Troubleshooter.
Available Help | The date, time and error message:

- Description of error.
- Link to resolve error (if available). See Resolve Errors next.
- Link to recommended steps to resolve error.

History | Maintains a list of the last five alerts. The alerts are listed chronologically, with the most recent alert at the top of the list.

### How to Use Intel® Wireless Troubleshooter

Open the Intel® PROSet/Wireless WiFi Connection Utility. At the Tools menu, click Intel® Wireless Troubleshooter.

## Resolve Errors

Use the following recommendations to resolve detected WiFi network connection issues.

Did not receive an IP address
The ad hoc network is idle and no peers have joined the network
The ad hoc network is idle and all peers have left the network
You are connected to a network with default network name (SSID). The network or the access point may not be configured with security
You are connected to a network that is not configured with security and there are shared folders detected in your system
The wireless network adapter in the system is disabled
No wireless network adapter was detected in the system
No wireless network adapter driver was installed
Corrupted wireless network adapter driver
Adapter Driver is not loaded
Disconnection from an access point

If you are an advanced user or administrator, use these error messages to diagnose problems within your wireless network profiles.

The application failed to start
No certificate found
Authentication failed due to invalid user name
Authentication failed due to invalid user credentials
Authentication failed due to an invalid user certificate
Your certificate will expire soon
Authentication failed due to invalid server identity
Authentication failed due to invalid server credentials
Authentication failed due to an invalid server certificate
Authentication failed because the AAA server is unavailable
The AAA server rejected the EAP method
Incorrect PIN for retrieving certificate
Error occurred because the GSM adapter was unexpectedly removed
Smart Card was unexpectedly removed
Authentication failed because timer expired
An administrator profile failed to authenticate
Administrator profile failed to authenticate due to an invalid certificate
Administrator profile did not receive an IP address

### Did not receive an IP address

The WiFi adapter failed to get a valid IP address. The wireless security password or encryption key does not match the one used by the access point. Other causes are: the wireless network requires a static IP address; there is a problem with the DHCP server; or, a general network problem.

To clear this message:

- Reenter the wireless security password in the network security settings. See Personal Security.
- Restart the access point, router, computer, and DSL/cable modem.
- Verify the security configuration on the access point or wireless router. For assistance, contact your access point or router manufacturer.
- Contact your network administrator for help to set up your wireless connection.

### The ad hoc network is idle and no peers have joined the network

If you create an ad hoc network and no peers join that ad hoc network for two minutes, this alert notifies you that the ad hoc network is idle.

This alert notification is enabled or disabled in the Application Settings.

To clear this message:

1. From the Tools menu, click Application Settings.
2. Scroll down to locate Device to Device (ad hoc) Network Notification.
3. Clear Notify when no peers have joined the ad hoc network.
4. Click OK to save your settings and return to the WiFi connection utility main window.

### The ad hoc network is idle and all peers have left the network

If you create or join an ad hoc network with other participants, this alert notifies you when any or all participants have left the ad hoc network.

This alert notification is set in the Application Settings.

To clear this message:

1. From the Tools menu, click Application Settings.
2. Scroll down to locate Device to Device (ad hoc) Network Notification.
3. Clear Notify when all peers leave the ad hoc network.
4. Click OK to save your settings and return to the WiFi connection utility main window.

### You are connected to a network with default network name (SSID). The network or the access point may not be configured with security

Connecting to an access point that uses a default network name (SSID) can be a security problem. This access point usually uses all the default security and management settings (for example, Open authentication, default IP address, user name, or password.) If this is a personal network, change the network name and security settings to improve the security of the network.

This alert notification is enabled or disabled in the Application Settings.

To clear this message:

1. From the Tools menu, click Application Settings.
2. Scroll down to locate SSID Notification.
3. Clear Notify when connected to a network with the default SSID name.
4. Click OK to save your settings and return to the WiFi connection utility main window.

### You are connected to a network that is not configured with security and there are shared folders detected in your system

File and printer sharing enables other computers on a network to access resources on your computer. You should be cautious when you use your wireless portable computer with file and printer sharing enabled.

If you are alerted when connecting to a wireless LAN with shared folders, you can disable this notification. See Application Settings.

To clear this message and restore the network shared folders on disconnection:

1. From the Tools menu, click Application Settings.
2. Scroll down to locate Shared Folder Notification.
3. Select Disable this notification to maintain your current shared folder settings each time that you connect to an open, unsecured network.
4. Click OK to save your settings and return to the WiFi connection utility main window.

### The wireless network adapter in the system is disabled

Enable the WiFi adapter.

1. Right-click My Computer.
2. Select Properties.
3. Click Hardware.
4. Click Device Manager.
5. Double-click Network Adapters.
6. Right-click the Intel® PRO/Wireless adapter that is listed.
7. Click Enable.
8. Click File > Exit to close the Device Manager.
9. Click OK to close System Properties.

### No wireless network adapter was detected in the system

The system could not detect an Intel WiFi adapter in the system. The adapter may be removed or not installed.

First verify if there is a WiFi adapter listed in the Device Manager:

1. Right-click My Computer.
2. Select Properties.
3. Click Hardware.
4. Click Device Manager.
5. Double-click Network Adapters.

If an Intel® PRO/Wireless adapter is listed, update the driver from the Intel Corporation Support Web site at www.intel.com/support/. If an Intel® PRO/Wireless adapter is not listed, contact your computer manufacturer.

### No wireless network adapter driver was detected in the system

The system could not detect an Intel WiFi adapter in the system. You may need to update the WiFi adapter driver.

First verify if there is a WiFi adapter listed in the Device Manager:

1. Right-click My Computer.
2. Select Properties.
3. Click Hardware.
4. Click Device Manager.
5. Double-click Network Adapters.

If the WiFi adapter is listed:

1. Go to Start > Control Panel > Add or Remove Programs.
2. Select Intel® PROSet/Wireless WiFi Software.
3. Click Change.
4. Select repair.
5. Click Next.

If these steps do not resolve the problem, download and install the latest software for the Intel wireless adapter from the Intel Corporation Support Web site at www.intel.com/support/. If an Intel® PRO/Wireless adapter is not listed, contact your computer manufacturer.

### Corrupted wireless network adapter driver

The system detected that the network driver is corrupted. You need to update the WiFi adapter driver.

1. Right click the Intel® PRO/Wireless network card that is installed in your computer.
2. Click Update Driver. The Hardware Update Wizard is displayed.
3. At the Hardware Update Wizard screen, click Yes, this time only.
4. Click Next.
5. Click Install the software automatically. Or if you know where the driver is located, click Install from a list or specified location.

If an Intel® PRO/Wireless adapter is listed, update the driver from the Intel Corporation Support Web site at www.intel.com/support/. If an Intel® PRO/Wireless adapter is not listed, contact your computer manufacturer.

If you receive the message Cannot Continue the Hardware Update Wizard, contact the Intel Corporation Support Web site at www.intel.com/support/.

### Adapter Driver is not loaded

The system detected that the WiFi adapter driver is not loaded. You need to install/update the WiFi adapter driver.

1. Right click the Intel® PRO/Wireless network card that is installed in your computer.
2. Click Update Driver. The Hardware Update Wizard is displayed.
3. At the Hardware Update Wizard screen, click Yes, this time only.
4. Click Next.
5. Click Install the software automatically. Or if you know where the driver is located, click Install from a list or specified location.

If an Intel® PRO/Wireless adapter is listed, update the driver from the Intel Corporation Support Web site at www.intel.com/support/. If an Intel® PRO/Wireless adapter is not listed, contact your computer manufacturer.

If you receive the message Cannot Continue the Hardware Update Wizard, contact the Intel Corporation Support Web site at www.intel.com/support/.

### Disconnection from an access point

The following error messages are displayed when the WiFi adapter is disconnected from the network access point.

Disconnect from access point due to failed association.
Disconnect from access point due to authentication failures.
Disconnect from access point due to TKIP Michael Integrity Check failure.
Disconnect from access point due to Class 2 frame non-authentication failure.
Disconnect from access point due to Class 3 frame non-association failure.
Disconnect from access point due to re-association failure.
Disconnect from access point due to Information Element failure.
Disconnect from access point due to EAPOL-Key protocol 4-way handshake failure.
Disconnect from access point due to 802.1X authentication failure.

Recommended action:

Manually reconnect or verify network settings stored in profile then remove the access point from the Exclude list. For example, on the WiFi connection utility main window, click Profiles to open the Profiles list. Select the profile and click Connect.

### The application failed to start

The application that you specified to start when this profile connected, could not be found. Verify the path and file name in the Profile Wizard Advanced Settings.

To verify the path and file name:

1. From the WiFi connection utility main window, click Profiles.
2. Select the Profile.
3. Click Properties.
4. Click Advanced.
5. Click Application Auto Launch.
6. Click Enable Application Auto Launch. Verify that the file name and file location path are correct.
7. Click OK to close the Advanced Settings.
8. Click OK to close the General Settings and return to the Profiles list.

### No certificate found

This error may occur if a machine certificate or a user certificate was not found in the relevant certificate store. To resolve, perform the following steps:

1. Verify that a valid machine or user certificate is present in the machine or user certificate store, depending on the type of profile you are using.
2. If a valid certificate is not present in the store, request a valid machine or user certificate from the domain's Certificate Authority. Note that the computer needs to be joined to a domain in order to be eligible to get a machine certificate from the domain's Certificate Authority.
3. Contact your Administrator for assistance.

### Authentication failed due to invalid user name: Reenter user name

This authentication error can be caused by an invalid user name when using TTLS, PEAP, LEAP, EAP-SIM, or EAP-AKA profiles.

Use the following steps to resolve this error:

1. Select the appropriate profile from the Profiles list.
2. Click Properties.
3. Click Next.
4. Select the appropriate 802.1X Authentication Type.

- For TTLS and PEAP profiles: Select Use the following for User Credentials.

- Verify the User Name information.
- If Use Windows logon or Prompt each time I connect is selected, verify that the correct user credentials information is used when you connect to the wireless network. NOTE: This option is only available if you have the Single Sign On Pre-logon Connect component installed.

- For LEAP profiles: Select Use the following user name and password and verify the user name information. If Use Windows logon user name and password or Prompt for user name and password is selected, make sure that the correct user credentials information is used when you connect to the wireless network.
- For EAP-SIM or EAP-AKA authentication type: Verify that the correct user name is being used under Specify user name (identity).

5. To save the settings, click OK.

### Authentication failed due to invalid user credentials: Reenter credentials

This authentication error can be caused by invalid user credentials when using TTLS, PEAP, or LEAP profiles.

Use the following steps to resolve this error:

1. Select the appropriate profile from the Profiles list.
2. Click Properties to open the General Settings.
3. Click Next to open the Security Settings. Enterprise Security is selected.
4. The 802.1X Authentication Type should be selected.
   - For TTLS and PEAP profiles:
     - if you selected Use the following for User Credentials, verify that the User Name, Domain, and Password are correct.
     - if you selected Use the Windows logon or Prompt each time I connect, verify that the correct user credentials information is used when you connect to the wireless network.
   - For LEAP profiles:
     - if you selected Use the following user name and password, verify that the User Name, Domain, and Password are correct.
     - if you selected Use the Windows logon user name and password or Prompt for the user name and password, then verify that the correct user credentials information is used when you connect to the wireless network.
5. Click OK to save the settings.

### Authentication failed due to an invalid user certificate: Select another certificate

This authentication error can be caused by an invalid user certificate.

Use the following steps to resolve this error:

1. Select the appropriate profile from the Profiles list.
2. Click Properties to open the General Settings.
3. Click Next to open the Security Settings. Enterprise Security is selected.
4. Select the appropriate Authentication Type.
5. For TLS User: You can select to Use the certificate issued to this computer. Or you can click Use a user certificate on this computer. Then click Select and choose another user certificate from the list of installed certificates.
6. Click OK.
7. Click OK to save the settings.

NOTE: Certificates: The specified identity should match who the certificate is issued to and should be registered on the authentication server (for example, RADIUS server) that is used by the authenticator. Your certificate must be valid with respect to the authentication server. This requirement depends on the authentication server and generally means that the authentication server must know the issuer of your certificate as a Certificate Authority. You should be logged in with the same user name you used when the certificate was installed.

### Your certificate will expire soon

This message applies to Windows* XP users only. This certificate you are using in your profile will expire soon. This message does not imply connection failure, but is instead a warning intended to help you avoid connection failure in the future. The time left from when this message is first displayed, until the certificate expires, is set by the Administrator. Use the following steps to resolve this error:

1. In the Intel® Wireless Troubleshooter window, click on the link to update your certificate.

If you are not able to obtain a new certificate, contact your Administrator.

### Administrator profile failed to authenticate due to an invalid certificate

This message applies to Windows* XP profiles only. This administrator profile failed to authenticate due to an invalid certificate. This error can apply to machine certificates, user certificates, and smart cards. This error may occur for one of the following reasons:

- The certificate is expired.
- The certificate was not found in the certificate store.
- The certificate is for an invalid user.
- The certificate is in the Certificate Revocation List.

The resolution of this error varies, based on the cause. To resolve this error, apply a valid certificate.

### Authentication failed due to invalid server identity: Reenter server name

This authentication error can be caused by invalid server identity information.

Use the following steps to resolve this error:

1. Select the appropriate profile from the Profiles list.
2. Click Properties to open the General Settings.
3. Click Next to open the Security Settings. Enterprise Security is selected.
4. Click Next.
5. On this screen, if you have selected Validate Server Certificate, then under the Certificate Issuer drop down menu, be sure you have selected the correct issuer. Or if you have selected to Specify Server or Certificate Name, be sure that a valid server of certificate name is entered. Or if you have selected Any trusted CA, be sure that the CA certificate is installed in the Trusted Root CA store.
6. Click OK to save the settings.

### Authentication failed due to invalid server credentials: Reenter server credentials

This authentication error can be caused by an invalid server (domain) credential.

Use the following steps to resolve this error:

1. Select the appropriate profile from the Profiles list.
2. Click Properties to open the General Settings.
3. Click Next to open the Security Settings. Enterprise Security is selected.
4. Select the appropriate 802.1X Authentication Type.
   - For TTLS, PEAP and EAP-FAST profiles: Select Use the following for User Credentials.
     - Verify the Domain information.
     - If Use Windows logon user name or password or Prompt for the user name and password is selected, verify that the correct domain credentials information is used when you connect to the wireless network. NOTE: This option is only available if you have the Single Sign On Pre-logon Connect component installed.
   - For LEAP profiles: Select Use the following user name and password and verify the domain is correct. If Prompt for the user name and password is selected, verify that the correct domain and password information is entered when you connect to the wireless network. (Must match what appears on the Security settings window.)
5. To save the settings, click OK.

### Authentication failed due to an invalid server certificate: Select another certificate

This authentication error can be caused by an invalid server certificate.

Use the following steps to resolve this error:

1. Select the appropriate profile from the profiles list.
2. Click Properties.
3. Click Next to open the Security Settings. Enterprise Security is selected.
4. Select the appropriate 802.1X Authentication Type.

- For TTLS and PEAP profiles: Verify that the correct Authentication Type is selected from the list. Click Next to select another certificate from the list of installed certificates or specify another server or certificate name. Click OK.
- For TLS profiles: Click Select and choose another certificate from the list of installed certificates and click OK.

5. To save the settings, click OK.

NOTE Certificates: The specified identity should match who the certificate is issued to and should be registered on the authentication server (for example, RADIUS server) that is used by the authenticator. Your certificate must be valid with respect to the authentication server. This requirement depends on the authentication server and generally means that the authentication server must know the issuer of your certificate as a Certificate Authority. You should be logged in with the same user name you used when the certificate was installed.

### Authentication failed because the AAA server is unavailable

The WiFi adapter is associated to the access point, but the 802.1X authentication cannot be completed because of a response from the authentication server.

Use the following steps to resolve this error:

1. Select the profile
2. Click Connect and attempt to associate with the network and authenticate with the server.

### The AAA Server rejected the EAP method

This error occurs when the AAA Server does not accept the configured authentication.

Use the following steps to resolve this error:

1. Double-click the Taskbar icon to open the WiFi connection utility.
2. Click Profiles... on the WiFi connection utility main window.
3. Select the associated or last-used profile from the Profiles list.
4. Click Properties to open the General Settings.
5. Click Next to open the Security Settings.
6. Verify that Enable 802.1X is selected.
7. Verify that the correct authentication type is selected.
8. Enter the required security information.
9. Click OK. The profile is now reapplied. The WiFi connection utility attempts to connect to the wireless network.

### Incorrect PIN for retrieving certificate: Reenter PIN

The certificate retrieval failed because of an incorrect PIN.

Recommended action: Enter the correct PIN.

### Error occurred because the GSM adapter was unexpectedly removed

This error occurs when the SIM or USIM card reader or card is not fully inserted, or is unexpectedly removed from the laptop, while connected to EAP-SIM or EAP-AKA profile.

Use the following steps to resolve this error:

1. Reinsert the adapter/reader.
2. Double-click the Intel® PROSet/Wireless WiFi Software icon at the bottom right of the screen.
3. Select the associated or last-used profile from the profiles list.
4. Click Connect. The profile is now re-applied. The WiFi connection utility attempts to connect to the wireless network.

### Smart Card was unexpectedly removed

This error occurred because the Smart Card was unexpectedly removed.

Use the following steps to resolve this error:

1. Insert the Smart Card.
2. Select the 802.1X EAP-SIM authentication profile.
3. Click Connect to try to associate with the network.

### Authentication failed because timer expired

Authentication failed because the authentication timer expired while this mobile station was authenticating. A Rogue access point or a problem with the RADIUS server could have been the reason for the problem.

Recommended action:

- If a rogue access point is suspected, consider adding this access point to the excluded access point list to prevent the WiFi adapter from connecting to this access point in the future.
- If a rogue access point is not suspected, click the profile in the Profiles list. Click Connect to associate with the network and attempt to authenticate with the server.

### An administrator profile failed to authenticate

This error occurs when the credentials in the profile are not accepted by the authenticator (for example, an access point or AAA server). Please contact your Administrator to resolve this problem.

### Administrator profile did not receive an IP address

The WiFi adapter failed to get a valid IP address. The wireless security password or encryption key does not match the one used by the access point. Other causes are: the wireless network requires a static IP address; there is a problem with the DHCP server; or, a general network problem.

To clear this message, contact your WiFi network administrator to help set up your WiFi connection.

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