Eduroam Wi-Fi troubleshooting

Many eduroam (or any Wi-Fi) connectivity problems can be fixed by checking settings. Here are some troubleshooting steps you can try for yourself:

General troubleshooting

Device issues

• Make sure your device is up to date with OS and security patches - check your device for software updates, and install them (you'll need to be on a different network for this to work).
• Do you have a different saved (or preferred) network which is preventing connection?
• Is your device showing the right (UK) time? Check that your date/time is correct - the date/time must be accurate to within 1 hour in order to connect.
• Check your Wi-Fi is on - toggle Wi-Fi off and then on again to make sure you're connected to the closest Wi-Fi access point which will have the best signal.
• Restart your device - Switch it off and on again :)
• Remove eduroam and re-add it on your device: If you already have eduroam but it won't connect, forget (or delete) it and reconnect following our instructions.

Network issues

• Make sure that you're in an area with eduroam - can you see the "eduroam" network listed?
• Problems at a particular spot on campus - if you can't connect in a particular spot, report the coverage issue to the IT Service Desk.
• Possible outage in your area - it is always possible there's an issue with eduroam. Check DTS Status Hub for outage reports.

Marvis Client App for personal devices troubleshooting

• You must have the Marvis Client App installed to connect to eduroam, so if you've uninstalled it you'll need to reinstall
• Double check that the Juniper Mist portal page has selected the correct Operating System (OS) for your device. If not, change it using the "Other OS" link and redownload.
• Check you have saved the network profile and it shows in the Marvis App under "My profiles" (you may need to turn your phone horizontally to see a "Save" button)
• Uninstall the Get Eduroam app (if you have it) and try again 
• Uninstall the Marvis App, forget the eduroam network and try again

Known Errors with the Marvis Client App

This is a list of known errors with the Marvis Client App

• Android phone error: This XML file does not appear to have any style information associated with it
• No "Save" button (Android) - turn your phone horizontally to see a "Save" button

Page updated by lm920207 on 08/07/26