iPass Trouble Shooting PDF Print
iPass Logo
To be able to connect to the iPass network you will require one of the
following versions of iPassConnect. If you are unsure on which client you
should be using you should contact our iPass Support line to get
information on the latest version your your particular operating system.





  • iPassConnect for Windows (XP, 2000, ME, NT4, 98 SE)

  • iPassConnect for Mac OS X (10.4.x - 10.1.5)

  • iPassConnect for Symbian (Nokia S80)

  • iPassConnect for Windows Mobile (2003 or 2003 SE)

The troubleshooting tips below are there for users to overcome the most common connectivity problems. If you have further problems we advise you look at our user guides for more specific information on your problem.

 

General Tips

  • Ensure that your account is enabled and has been activated by DMGi.

  • Ensure yourr username and password has been entered corectly into the correct fields.

  • Check that your iPassConnect phonebook is up to date. It's a good idea to update the phonebook at least once before traveling to make sure your phonebook contains the latest access points.

  • Check that an iPass access point is available. If necessary, try another access location or number.

  • While the iPass Client is loaded it is important to note that for security reasons you may be unable to access your normal wifi and ethernet connections, Exiting the iPass client by right clicking on the small icon that appears by your clock will restore your network.

Return to Top

Wireless Troubleshooting

  • Make sure that your Wi-Fi adapter or Mobile Data card is properly connected and enabled.

  • Make sure the Wi-Fi adapter is defined in iPassConnect and active. To verify, go to Settings > Connection Settings > WLAN and select the adapter from the device menu.

  • See the steps under General Troubleshooting.

  • Don't have wireless access? Ask your IT manager to enable this valuable service for you.

Return to Top

 

Ethernet Troubleshooting

  • Verify that your laptop is connected with an Ethernet cable to either the desktop Ethernet jack or directly to a connection hub (usually located under the desk in iPass-enabled hotel rooms).

  • If you are connecting from an iPass-enabled hotel room you may need to power-cycle the connection hub. Disconnect the hub's power plug from the outlet, wait at least 60 seconds and plug the power back in.

  • See the steps under General Troubleshooting.

Return to Top

Dial Troubleshooting

  • Make sure you dial the required prefixes and local dial code for the region. Many hotels require you to dial a number to get an outside line.

  • Verify that Dial-Up Scripting is installed. Microsoft Windows Dial-Up Scripting support is required when dialing iPass access points. Scripting is automatically installed with the Windows OS versions supported by iPassConnect.

  • See the steps under General Troubleshooting.

Return to Top

Download DMGi User Guides

Still looking for answers? Download the appropriate User Guide for the version of iPassConnect you are running.

Windows

Mac

Symbian

Windows Mobile

Return to Top

Additional Help

If the troubleshooting guide and DMGi User Guides do not solve your problems, contact the DMGi support line. Our staff are specifically trained to help you fix your connectivity issues. To assist in troubleshooting, please have the following information available:

  • Operating system and version

  • iPassConnect universal client software type and version

  • Access point used (City and name or number of the location)

  • Any error message you received (including error number, if known)

  • Approximate time and day of connection attempt(s)