If a single user within a client is having WiFi problems, it can often be their device's fault. It might be storing old, out of date information or simply need to 'refresh' the network. Two common errors that you might run into are:
- Incorrect Password/Authentication Failure – Double Check the client is inputting the correct details. If the client is connecting to Wi-Fi Secure, reset their password on Connect and retest.
- Password appears to be accepted but there is a ‘spinning’ icon, or the device appears to connect and nothing happens – In this case, please follow the steps to ‘Forget the network’ on the device:
Forget a wireless network on Windows 8/10
Click Start, then Settings.
Click Network & Internet.
Click Wi-Fi
Select Manage Known Networks
Select the Network you are trying to connect to and select Forget
Go back to the previous page.
Turn Wireless Off and then On.
Try connecting to the Wi-Fi network again.
Forget a network on Apple Mac
Select the Apple symbol along the top menu bar and click on System Preferences in the drop down menu.
Select Network.
Select Wi-Fi and then Advanced.
Select the Wi-Fi symbol along the top menu bar and click the - of the network you want to forget.
Select OK. On the previous screen, Turn Wi-Fi Off and then On. Try connecting to the Wi-Fi network again.
If there is still an issue, also try renewing the IP address. To do this, follow the steps from the link below:
You can also try renewing your IP address on your computer, you can find out how to do that here.