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# Troubleshooting: Intel PRO/Wireless 2915ABG Network Connection User Guide

- Intel Wireless Troubleshooter
- Event Viewer
- Resolving Errors

## Intel Wireless Troubleshooter

Intel Wireless Troubleshooter is an application that can assist you in resolving wireless network connection issues. When a connection issue is detected, a balloon tip appears at the bottom right of your desktop screen. Once you click on the balloon tip, a diagnostic message displays the recommended steps to resolve the occurred 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 from this page and enable or disable alert notifications. The Intel Wireless Troubleshooter is supported under Windows XP and 2000.

Intel Wireless Troubleshooter Description

Intel Wireless Troubleshooter page contains two panes. The left pane displays a list of available tools that can be started using your left mouse button. The right pane displays the current connection issue in a section. Each section has two parts: the error message and the hint text parts. The error message and time stamp are preceded by an icon. The hint text part contains description about available utilities and help for resolving the associated connection issue. If you click on a help text link, the help text is displayed in a pop-up window. If you click on the associated issue resolver link, a program is launched to resolve the connection issue. You can launch Wireless Event Viewer or enable or disable from the last pane.

File | Exit: Exit Intel Wireless Troubleshooter application.
Help | Intel(R) Wireless Troubleshooter Help: Displays online help on the Intel Wireless Troubleshooter. About: Displays version information for the Intel Wireless Troubleshooter.
Wireless Event Viewer | Launch Wireless Event Viewer.
Disable Notification | Click to disable the alert notifications.
Enable Notification | Click to enable the alert notifications if an error is detected.
Available Help | Date Time error message Description of error Link to resolve error (if available). See Resolving Errors below. Link to recommended steps to resolve error

### 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. In addition, you can email the binary format log file to an email address (pre-configured with a default email address) when network connection is available. Wireless Event Viewer is supported under Windows XP and 2000. To launch Wireless Event Viewer, click Start > Programs > Intel PROset Wireless > > Intel PROset Wireless >Tools > Intel Wireless Troubleshooter > Wireless Event Viewer.

Name | Description
File | Preferences: Change the name of the log file by selecting the Preferences menu item. Click to display the Preference dialog. The available logs will be saved to the following file: The current file name is displays in the editable text box. The default location is the desktop. Browse button: Specify a new fully qualified file name. OK button: Close the dialog and apply the new changes. Cancel button: Close the dialog without applying any changes. Exit: Exit Intel Wireless Troubleshooter.
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 field can be sorted in ascending or descending order. Click the column header to sort the displayed events.
Save As | Save the available logs to the pre-defined file name. Everything in the log shall be saved to the predefined file name. The default file name is: Product_Name_Month_Day_Year_HH_MM_SS.binary_file_ext The default file name format can be changed to another name.
Clear | Removes the information in the Wireless Event Viewer.
Help? | Displays the help information for this dialog.

## Resolving Errors

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

Authentication failed due to invalid user credentials
Authentication failed due to invalid username
Authentication failed due to invalid user password
Authentication failed due to an invalid server certificate
Authentication failed due to invalid server credentials
Authentication failed due to invalid server identity
Authentication failed due to an invalid user certificate
Incorrect PIN for retrieving certificate
Authentication failed because the AAA server is unavailable
The wireless adapter failed to get a valid IP address
Authentication failed because timer expired
Smart Card was unexpectedly removed
Disconnection from an Access Point
Error Occurred Because the GSM Adapter Was Unexpectedly Removed
The AAA Server Rejected the EAP Method
An Administrator Profile Failed to Authenticate
An Administrator Profile Failed to Obtain an IP Address from the DHCP Server

## Authentication failed due to invalid user credentials - Re-enter credentials.

This authentication error can be caused by invalid user credentials when using either a TTLS or PEAP profile.

Use the following steps to help resolve this error:

1. Select a TTLS or PEAP profile from the profiles list.

2. Click Properties.

3. Click Next.

4. Select TTLS or PEAP for the 802.1x Authentication Type.

5. Select the Use the following option for User Credentials.

6. Verify the User Name, Domain, and password information.

   - If Use Windows logon or Prompt each time I connect is selected make sure that the correct user credentials information is used when you connect to the wireless network.

7. Click the OK button to save the settings.

# Authentication failed due to invalid username - Re-enter username

This authentication error can be caused by an invalid user name when using either a TTLS, PEAP or LEAP profile.

Use the following steps to help 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 the Use the following option for User Credentials.

     - Verify the User Name information.

     - If Use Windows logon or Prompt each time I connect is selected make sure that the correct user credentials information is used when you connect to the wireless network.

   - For LEAP profiles: Select the Use the following user name and password option 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 authentication type: Verify that the correct User Name is being used under Specify user name (identity).

5. Click the OK button to save the settings.

## Authentication failed due to invalid user password - Re-enter Password

This authentication error can be caused by an invalid user password when using either a TTLS, PEAP or LEAP profile.

Use the following steps to help 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 the Use the following option for User Credentials.

     - Verify the password information.

     - If Use Windows logon or Prompt each time I connect is selected make sure that the correct user credentials information is used when you connect to the wireless network.

   - For LEAP profiles: Select the Use the following user name and password option and verify the password information. If Use Windows logon user name and password or Prompt for user name and password is selected make sure that the correct password information is used when you connect to the wireless network.

5. Click the OK button 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 when using either a TLS, TTLS, or PEAP profile.

Use the following steps to help 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: Verify that the correct Authentication Type is selected from the drop-down list, then click the Select button and select another certificate from the list of installed certificates and click OK.

   - For TLS profiles: Click the Select button and select another certificate from the list of installed certificates and click OK.

Note about Certificates: The specified identity should match the field "Issued to" in the certificate and should be registered on the authentication server (i.e., 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 using the same username you used when the certificate was installed.

5. Click Close.

6. Click the OK button to save the settings.

## Authentication failed due to invalid server credentials - Re-enter server credentials

This authentication error can be caused by invalid server (Domain) credentials when using either a TTLS, PEAP or LEAP profile.

Use the following steps to help 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 the Use the following option for User Credentials.

     - Verify the Domain information.

     - If Use Windows logon or Prompt each time I connect is selected make sure that the correct Domain credentials information is used when you connect to the wireless network.

   - For LEAP profiles: Select the Use the following user name and password option and verify the Domain information. If Use Windows logon user name and password or Prompt for user name and password is selected make sure that the correct Domain information is used when you connect to the wireless network.

5. Click the OK button to save the settings.

## Authentication failed due to invalid server identity - Re-enter server name

This authentication error can be caused by invalid server identity information when using either a TTLS or PEAP profile.

Use the following steps to help 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.

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 an invalid user certificate - Re-enter user credentials

This authentication error can be caused by an invalid user certificate when using either a TLS, TTLS, or PEAP profile.

Use the following steps to help 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: Verify that the correct Authentication Type is selected from the drop-down list, then click the Select button and select another certificate from the list of installed certificates and click OK.

   - For TLS profiles: Click the Select button and select another certificate from the list of installed certificates and click OK.

Note about Certificates: The specified identity should match the field "Issued to" in the certificate and should be registered on the authentication server (i.e., 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 using the same username you used when the certificate was installed.

5. Click Close.

6. Click OK to save the settings.

## Incorrect PIN for retrieving certificate - Re-enter PIN

Recommended action:

The certificate retrieval failed because of an incorrect PIN. Re-enter the correct PIN.

## 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.

Recommended action:

Select the profile and click Connect and try to associate with the network and authenticate with the server.

## The wireless adapter failed to get a valid IP address.

This error can be due to an authentication failure with the network, incorrect encryption keys, or because of a DHCP server malfunction. Re-enter encryption keys.

Use the following steps to resolve this error:

1. Click Properties.

2. Click Next.

3. Enter the encryption key.

4. Click OK to save the security settings for the profile.

## Authentication failed because timer expired

Authentication failed because timer expires while this mobile station authenticating against a possible rogue AP. The Rogue AP timed out, possibly because of a problem with the RADIUS server.

Recommended action:

1. To prevent the wireless adapter from connecting with this possible Rogue AP, consider adding this Rogue AP to the excluded access point list.

2. Select the profile and click the Connect button and try to associate with the network and authenticate with the server.

## Smart Card was unexpectedly removed

This error occurred because the Smart Card was unexpectedly removed.

Recommended action:

1. Insert the Smart Card.

2. Select the 802.1x EAP-SIM authentication profile and click Connect to try to associate with the network.

## 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 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:

To re-connect, remove the access point from the exclude list or manually connect (i.e., on the Intel PROSet/Wireless main window, select the profile and click Connect).

## Error Occurred Because the GSM Adapter Was Unexpectedly Removed

This error occurs when the GSM adapter is not fully inserted or unexpectedly removed from the mobile station.

Use the following steps to help resolve this error:

1. Re-insert the GSM adapter.
2. Double click the Intel PROSet/Wireless 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 PROSet/Wireless attempts to connect to the wireless network.

## The AAA Server Rejected the EAP Method

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

Use the following steps to help resolve this error:

1. Open Intel PROSet/Wireless by double clicking the task tray icon located at the bottom right of the screen.
2. Select the associated or last used profile from the profiles list.
3. Click Properties. The Wireless Profile Properties – General Settings page opens. .
4. Click Next. The Wireless Profile Properties – Security Settings page is opens.
5. Verify that Enable 802.1x is checked.
6. Verify that the correct authentication type is selected.

7. Click Next to see Step 2 of the Wireless Profile Properties – Security Settings page.

8. Enter the required information.
9. Click OK. The profile is now re-applied. Intel(R) PROSet/Wireless attempts to connect to the wireless network.

## An Administrator Profile Failed to Authenticate

This error occurs when the credentials in the profile are not accepted by the authenticator such as access point or AAA server.

Use the following steps to help resolve this error:

1. Double click on Intel PROSet/Wireless icon at the bottom right of the screen.
2. From the Tools menu, select Administrator Tool.
3. Select the appropriate Administrator Profile from the profiles list.
4. Click Properties. The Wireless Profile Properties – General Settings page appears.
5. Click Next. The Wireless Profile Properties – Security Settings page opens.
6. Edit the credentials such as WEP keys and certificates.
7. Click OK. The profile is now re-applied. Intel(R) PROSet/Wireless attempts to connect to the wireless network.

## An Administrator Failed to Obtain an IP Address from the DHCP Server

This error can occur due to an authentication failure with the network, incorrect encryption keys, or because of a DHCP server malfunction.

Use the following steps to help resolve this error:

1. Double click the Intel PROSet/Wireless icon at the bottom right of the screen.
2. From the Tools menu, click Administrator Tool.
3. Select the appropriate Administrator Profile from the profiles list.
4. Click Properties. The Wireless Profile Properties – General Settings page opens
5. Click Next. The Wireless Profile Properties – Security Settings page is opens.
6. Edit the credentials such as WEP keys and certificates.
7. Click OK. The profile is now re-applied. Intel(R) PROSet/Wireless attempts to connect to the wireless network.

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