AirUWS-Lite Support

This page provides basic support and troubleshooting information for all users of the UWS wireless network, AirUWS-Lite.

AirUWS-Lite help and support

All users:

The primary support provided to users of wireless at UWS is a range of fact sheets covering connection to AirUWS-Lite, and these web pages.

Students:

Secondary support for students attempting to connect to wireless is provided by Information Technology Support Officers (ITSOs) located at the general purpose computer lab service desks. Students may also contact the IT Service Desk for phone based support.

Staff:
The secondary source of support for staff connecting to wireless at UWS is the IT Service Desk and lab based ITSOs. If the Service Desk Analyst can't resolve the problem, they may escalate the job within ITS.

IT Service Desk:

• Phone: 02 9852 5111
• Ext:     5111
• Fax:     02 9678 7191
• Email:   servicedesk@uws.edu.au

What levels of support are available?

Web

• These pages.

Fact sheets

• Fact sheets explaining the connection process for a variety of common operating systems and devices are available.
• Hard copies can be obtained from general purpose computer lab service desks.

Full support

• Available only for UWS owned/leased computers conforming to a current UWS standard operating environment.
  
• Support staff will provide phone and hands on assistance, and will raise issues they are unable to resolve with our hardware and software vendors.
• Almost all cases will be resolved.

Best effort

• Available for UWS owned/leased Macintosh computers, and
• Privately owned computers and devices meeting the specifications for the network being accessed.
• Most cases will be resolved, subject to individual computer configurations and available expertise. Assistance will be provided to the level of expertise available.

No support

• Devices that don't meet AirUWS-Lite's minimum specifications.

Conditions

Students and staff seeking support must:

• Attempt to resolve the issue themselves using the fact sheets and information on these pages.
• Follow any verbal or written instructions provided by ITS.
• Agree that the University accepts no liability for any direct or indirect damages claimed due to actions intended to resolve connection issues.

Known issues

Blackberry and Android devices

At present, standard Android and Blackberry devices are unable to fully connect to AirUWS-Lite due to issues with how they handle proxy settings (both) and security certificates (Blackberry). You may be able to partially connect, but will not have full web access through your browser.

Update: Informal testing with Android 2.3.6 on a Google Nexus 1 smartphone has shown users may be able to access Gmail and Facebook apps, UWS staff email and Calendar (via built in apps), and UWS' Outlook Web App via the built in browser. Web sites hosted outside of UWS (including the UWS web site) were not accessible. Users of other versions of Android, or other devices may not achieve the same results.

UWS does not recommend "hacking" your device to resolve this problem, as you may cause other problems or invalidate your warranty.

Basic Troubleshooting

My device doesn't meet the minimum specifications

• The University is unable to provide any support for devices that don't meet the minimum specifications.

My device can’t “see” AirUWS-Lite

• Check that you have turned your wireless hardware on and that it’s enabled.
• Check you are in a wireless enabled zone by using the coverage maps. If not, move to a designated wireless zone and try again.
• Try refreshing the available networks list.
• Does the problem only affect you, or are those nearby also affected? If a number of people are affected, please contact the IT Service Desk - 02 9852 5111 (ext 5111).

I have connected and opened my web browser, but I can’t do anything

• Are you using an Android or Blackberry device? These devices may appear to connect to AirUWS-Lite, but may not allow full connectivity.
  

My connection was working but has now disappeared

• Have you moved from a wireless zone?
• Try rebooting your device and starting over.

Still can’t connect?

• Students using non-UWS devices should approach their campus Information Technology Support Officers. Students may also contact the IT Service Desk for phone based support.
• Staff should contact the IT Service Desk.
• All users need to be mindful of the published levels of support available.

Known problems and limitations

• Personal firewalls may require changes to settings. 
• Administrative user rights for your device may be necessary to install the required software or accept certificates. Regular users of UWS owned/leased laptops should have sufficient rights.

Tips

• Save often. Wireless networks are inherently less reliable than wired networks, and you could potentially lose your data if your network connection is lost. Regular saving minimises your risk of losing data.
• Laptop antennae are typically located in the laptop's lid, and will receive the best signal when the lid is open and upright.
• Don’t try and connect wirelessly while still running a wired connection – the device may get confused about which connection to use.
• Updating your device’s wireless drivers may give a more reliable and consistent service, however, the appearance of your network connection may change.

Feedback

• All feedback should be emailed directly to wireless-feedback@uws.edu.au