Intel(R) Wireless Troubleshooter

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# Intel(R) Wireless Troubleshooter

Intel(R) Wireless Troubleshooter
Wireless Event Viewer
Manual Diagnostics Tool
How to Resolve Errors

## Intel Wireless Troubleshooter

The Intel Wireless Troubleshooter is an application that can help you resolve wireless network connection issues. When a connection issue is detected, a desktop alert appears at the bottom right corner of your desktop screen. Once you click on the desktop alert, a diagnostic message displays the steps recommended to resolve the connection issue. For example, if a connection issue occurred because of an invalid password, the Profile Wizard application is launched when you click on a displayed hyperlink. You can also launch Wireless Event Viewer and enable or disable alert notifications. The Intel Wireless Troubleshooter is supported under Microsoft Windows XP* and Windows 2000*.

#### Intel Wireless Troubleshooter Description

The Intel Wireless Troubleshooter contains two panes. The left pane displays a list of available tools. The right pane displays the current connection issue. This pane 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.
Disable Notification/Enable Notification: Select to disable or enable alert notifications.
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 wireless adapter. See Manual Diagnostics Tool for more information. The tool is also accessible from the Tools menu.
Help | Intel(R) 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 below.
- 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.

### Wireless Event Viewer

The Wireless Event Viewer program displays a list of error log records. You can save all available log records to a binary format file for sending to customer support. To launch Wireless Event Viewer, click Intel Wireless Troubleshooter on the Tools menu. Click Wireless Event Viewer.

#### Wireless Event Viewer Description

Name | Description
--- | ---

File

Settings:

To change the storage location of the log file.

1. Click File > Settings to open the Wireless Event Viewer Settings.
2. Specify the default folder for saved log files: The default location is My Documents. Click Browse to locate a new folder location.
3. File Name: The file name is the default machine name.
4. Maximum file size (KB): Enter the size of the file in kilobytes (KB).
5. Click OK to close and apply the new changes. Click Cancel to close without applying any changes.

If you want the log file copied to an archive site after a specific number of days:

1. Click Copy the log file to another location.
2. Destination Folder: Enter where to store the files or click Browse to select a folder location.
3. Frequency (days): Select how often you want the files moved to the destination folder.
4. Click OK to close and apply the new changes. Click Cancel to close without applying any changes.

Exit: Click to exit Wireless Event Viewer and return to the Intel Wireless Troubleshooter.

NOTE: An administrator can use the Administrator Tool Application Setting, Wireless Event Log Viewer Preferences to set the default log file location.

Mode

Select to view current or previously saved event records:

- Real time Event Viewing: Select this to view error events as the occur in real time.
- Log File Viewing: Select this to open an error log file that has been previously saved, or to save the current error event log to a file.

Help? | Provides help information for this page. About: Displays version information for the Intel Wireless Troubleshooter.

Wireless Event Viewer Information

Level: The severity level of the connection issue is indicated by an icon.

The severity levels are:

- Information
- Error
- Warning

Description: Brief description of the connection issue.
Date and Time: Date and time of the detected connection issue. This column can be sorted in ascending or descending order. Click the column header to sort the displayed events.
Open | Opens log files archived from previous sessions with Intel(R) Wireless Troubleshooter.
Clear | Removes the information in the Wireless Event Viewer.
Save As | Saves the available log. Use the suggested name or change it.

## Manual Diagnostics Tool

The Manual Diagnostics Tool lets you run a set of diagnostics tests that verify the functionality of your wireless adapter. There are two levels of diagnostics details represented in this tool: user level and technical support level. At the user level, the tool only shows a short description of the different diagnostics steps that are being taken and only shows a pass or fail indication for each step. The technical support level includes the creation of a log file which contains detailed information on all the executed tests. This log file can be saved to a text file and emailed to a technical support department to troubleshoot connection problems.

Invoke the Manual Diagnostics Tool from the Tools menu.

To set the log file location:

1. Click File.
2. Click Settings to save the log file. This log file can be saved as a text file and sent to a technical support group or administrator to troubleshoot network connectivity issues.
3. Click Browse to specify the log file storage location.
4. Click OK to return to the Manual Diagnostics Tool.

To run the tests:

1. Click the check box next to each test to select the test to run.
2. Click Run Tests to run the selected tests.
3. Click Close to close the Manual Diagnostics Tool.

#### Available Tests

Name | Description
--- | ---

Hardware Test

The test passes if the wireless adapter is present and accessible. The test fails if the adapter is not present or present but disabled. The test summary displays whether the wireless hardware is enabled or disabled.

Troubleshooting

- Verify that your adapter is listed under Network adapters in the Device Manager.
- If the adapter is not listed, right-click Network adapters and select Scan for hardware changes. You can also reboot your system.
- Verify that your adapter is enabled in the Device Manager. When the adapter is disabled, a red X is displayed on the device. Right-click the adapter and select Enable from the menu.
- When the adapter displays a yellow exclamation point, right-click the adapter and reinstall the driver from the Intel(R) PROSet/Wireless CD.
- Contact your computer manufacturer for other troubleshooting options.

Driver Test

The test summary displays the Intel(R) PRO/Wireless Network Connection driver supported by the wireless adapter. The test verifies if the driver binary version is compatible with the installed version of Intel(R) PROSet/Wireless software. The test fails if the driver binary is not found or if the driver version does not match the Intel(R) PROSet/Wireless software version (for example, Intel(R) PROSet/Wireless version 11.1.x.x and driver version 9.0.x.x, 9.1.x.x, or 11.1.x.x).

Troubleshooting

- Reinstall the drivers using the Intel(R) PROSet/Wireless software.

Radio Test

The test summary displays Radio On or Radio Off. The test queries the current radio state. If the radio is switched on, the test passes. If the radio is off, the test fails.

Troubleshooting

Verify that your wireless adapter's radio is on. There are two methods to turn the radio on and off:

- The hardware switch
- The Wireless On/Wireless Off button in Intel(R) PROSet/Wireless software. See Turn Wireless Radio On or Off for more information.

Scan Test

The test queries the wireless networks within range of your wireless adapter. The test passes if networks can be seen in the scan list. The Test Summary displays the number of networks available to connect to.

Troubleshooting

- Verify that you are within range of an access point.
- Switch the wireless radio to off and back to on.
- Verify that the wireless band setting matches the access point band setting.
- Switch the access point to off and back to on.

Association Test

The test summary displays Associated or Not Associated. Association is the establishment and maintenance of the wireless link between devices. When security is enabled, the devices only exchange security credentials. The test checks for wireless connectivity. The test passes if the client is associated successfully.

Troubleshooting

- When the access point signal strength is low, uses the signal test listed below.
- Verify that a profile has been created. If created:
  - Verify that the profile SSID matches the access point Network Name (SSID).
  - Remove the profile and create a new profile.
- Verify that your wireless network is not included in the Exclude (profiles) List.
- Verify that the MAC address has not been excluded in the access point.

Authentication Test

Describes the process after association, during which the identity of the wireless device or end-user is verified and then allowed network access. The test queries for authentication state information, including all Cisco Compatible Extensions and security-related information. The test passes if the client is authenticated successfully. The test fails if the client is not authenticated. The Test Summary displays whether authentication is required for the network connection.

Troubleshooting

- Select Intel(R) Wireless Troubleshooter from the Tools menu on the Intel(R) PROSet/Wireless main window. Select Wireless Event Viewer to display error log records to resolve problems found with this test.
- Edit your profile to ensure the correct credentials have been used for the WEP key, PSK, password or certificates.
- Remove the existing profile and create a new profile.

Signal Test

The test summary displays the signal quality. If the signal quality is low, use the Troubleshoot button to diagnose and fix the problem.

Troubleshooting

- Move your computer 10 to 20 feet from the wireless access point or router.
- Reduce interference by moving away from appliances (microwaves, cell phones or 2.4 GHz phones) or access points using the same channel.
- Increase the transmission power of the access point.

Ping Test

The test verifies whether the wireless adapter successfully sent messages to and received replies from the access point IP address, default gateway, DHCP server (if enabled) and DNS servers. The test summary displays whether replies from these entities were received.

Example: Response: AP, default gateway. No Response: DHCP server

NOTE: If the ping tests to this access point and default gateway are successful but the ping test to the DNS server fails this is not a wireless network issue but a general network issue.

Troubleshooting

- Disable the security firewall and run the ping test again.
- Contact the access point manufacturer to troubleshoot your home network setup.
- Enterprise users should contact their network administrator.

Troubleshoot | Diagnoses and fixes problems displayed by each of the tests. The Troubleshoot button becomes active if a test fails.
Run Tests | Executes the tests that you have selected.
Close | Closes the page.
Help? | Provides help information for this page.

# Resolve Errors

Use the following recommendations to resolve network connection issues detected by Intel Wireless Troubleshooter.

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
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
Authentication failed due to invalid user name
Authentication failed due to invalid user credentials
Authentication failed due to an invalid user certificate
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 did not receive an IP address

# Did not receive an IP address

The wireless 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 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 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 Intel(R) PROSet/Wireless 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 will notify 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.
3. Clear Notify when all peers leave the ad hoc network.
4. Click OK to save your settings and return to the Intel(R) PROSet/Wireless 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 Intel(R) PROSet/Wireless 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, disable this notification by following the instructions below.

This alert notification is enabled or disabled in the 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 Intel(R) PROSet/Wireless main window.

# The wireless network adapter in the system is disabled

Enable the wireless adapter.

1. Right-click My Computer.
2. Select Properties.
3. Click Hardware.
4. Click Device Manager.
5. Click Network Adapters.
6. Right-click the Intel(R) 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 wireless adapter in the system. The adapter may be removed or not installed.

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

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

If an Intel(R) PRO/Wireless adapter is listed, update the driver from the Intel Corporation Support Web site at http://support.intel.com/. If an Intel(R) 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 wireless adapter in the system. You may need to update the wireless adapter driver.

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

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

If the wireless adapter is listed:

1. Right click the Intel(R) PRO/Wireless network card that is installed in your computer.
2. Click Update Driver. The Windows Welcome to 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 specificed location.
6. If you receive the message Cannot Continue the Hardware Update Wizard, contact the Intel Corporation Support Web site at http://support.intel.com/.

If the wireless adapter is not listed: Contact the Intel Corporation Support Web site at http://support.intel.com/.

# Disconnection from an access point

The following error messages display when the wireless adapter is disconnected from the network access point.

Disconnect from access point due to failed associations.
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 reassociation failure.
Disconnect from access point due to Information Element failure.
Disconnect from access point due to EAPOL-Key protocol four-way handshake failure.
Disconnect from access point due to 802.1X authentication failure.

Recommended action: Select the profile. Click Connect and try to associate with the network.

# 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 Intel(R) PROSet/Wireless main window, click Profiles.
2. Select the Profile.
3. Click Properties.
4. Click Advanced.
5. Click Enable Start Application. Verify that the file name and file location path are correct.
6. Click OK to close the Advanced Settings.
7. Click OK to close the General Settings and return to the Profiles list.

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

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

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:

> - Use the following option should be selected.
> - Verify the User Name information.

5. Click OK to save the settings.

# Authentication failed due to invalid user credentials: Reenter credentials

This authentication error can be caused by invalid user credentials (could be user name, password or other form of user credentials).

Use the following steps to resolve this error:

1. Select a TTLS, PEAP, LEAP or EAP-FAST 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.
5. Select Use the following for User Credentials.
6. Verify the User Name, Domain, and password information. If Use Windows logon or Prompt each time I connect is selected, verify that you use the correct user credentials information when you connect to the wireless network.
7. Click OK to save the settings.

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

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

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 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.

> Notes about 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 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. Select the appropriate 802.1X Authentication Type.
5. For TTLS and PEAP profiles: Verify that the Roaming Identity server name is correct.
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 or Prompt each time I connect 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. Click OK to save the settings.

# 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 to open the General Settings.
3. Click Next to open the Security Settings. Enterprise Security is selected.
4. The appropriate 802.1X Authentication Type is selected.

> 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. Click Close.
6. Click OK to save the settings.

Notes about 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 wireless 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 Intel(R) PROSet/Wireless.
2. Click Profiles on the Intel(R) PROSet/Wireless 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. Intel(R) PROSet/Wireless 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 GSM adapter is not fully inserted or is unexpectedly removed from the mobile station.

Use the following steps to resolve this error:

1. Reinsert the GSM adapter.
2. Double-click the Intel PROSet/Wireless 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. Intel(R) PROSet/Wireless Software 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 wireless 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 wireless 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.

Recommended action: Contact your administrator to help set up your wireless connection.

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