User's Manual

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Troubleshooting
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 manager 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 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.
Manual Diagnostics Tool
The Manual Diagnostics Tool tool allows you to 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 with 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.
NOTE: For Windows Vista, select All Programs > Intel PROSet Wireless > Manual Diagnostics Tool.
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 box next to each test to select the test to run.
2. Click Run Tests to run the selected tests.
Available Test
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 PROSet/Wireless CD.
● Contact you computer's manufacturer for other troubleshooting options.
Driver Test
The test summary displays the Intel 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 PROSet/Wireless software. The test fails if the driver binary is not found or if the
driver version does not match the Intel PROSet/Wireless software version (for example, Intel
PROSet/Wireless version 10.0.5 and driver version 9.0.3.9).
Troubleshooting
● Reinstall the drivers using the Intel 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 PROSet/Wireless software. See to Enable
or Disable the Wireless Radio 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, utilize 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 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
Diagnose and fix 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.
4. Click Close to close the Manual Diagnostics Tool.
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, select 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 Settings to open the Wireless Event Viewer Settings.
2. Specify the default folder for saved log files: The default location is
the desktop. Click Browse to locate a new folder location.
3. File Name: Enter a file name for the log file.
4. Maximum Size: 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 whether you want to view current or past event traces.
● Realtime Event Viewing (default): List of event traces from the
current session with the Intel(R) Wireless Troubleshooter.
● Log File Viewing: Select to view event traces saved in the log files
from previous sessions with Intel(R) Wireless Troubleshooter.
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.
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 to 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 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 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 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 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 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 is 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.
Is an Intel PRO/Wireless adapter is listed, update the driver from the Intel Corporation Support Web site at
http://
support.intel.com/. 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 wireless adapter is 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 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. Click Yes, this time only.
4. Click Next.
5. 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 Manager Advanced Settings.
To verify the path and file name:
1. From the Intel 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, LEAP or 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.
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. Click Select and choose another certificate from the list of installed certificates.
6. Click OK.
7. For TLS profiles: Click Select and choose another certificate from the list of installed certificates.
8. Click OK.
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.
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1. Click Close.
2. Click OK to save the settings.
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:
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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.
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:
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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.
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.
5. Click Close.
6. Click OK to save the settings.
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 PROSet/Wireless.
2. Click Profiles on the Intel 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 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 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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