Troubleshoot Wi-Fi & Wired Internet in Residence Halls

Overview

Cedar Crest College provides wireless and wired network access in its residence halls to support students' academic and personal technology needs.

If you are experiencing problems connecting to the internet in your residence hall, follow the troubleshooting steps below before submitting an IT Support Request.

Understanding Your Residence Hall Network

Residence hall rooms in Butz, Moore, and Steinbright Halls have wall-mounted Aruba wireless access points.

These devices provide wireless coverage in student rooms and may also include Ethernet ports for connecting compatible devices directly to the campus network.

The access points are managed and monitored by Cedar Crest College Information Technology.

Important: Do not unplug, move, disconnect, or reset a wireless access point or its network cables. Disconnecting this equipment can interrupt network access for you or other residents and may result in damage to College equipment.

If you believe your access point is not working, report the issue to IT Support.

Troubleshoot a Wireless Connection

Step 1: Confirm You Are Using the Correct Network

Cedar Crest provides different wireless networks for different devices.

Wireless Network Intended Use
FalconNet Students, faculty, and staff using computers, smartphones, and tablets
FalconStream Compatible smart TVs, gaming consoles, and streaming devices that require device registration

Make sure your device is connected to the appropriate network.

Step 2: Check Your Device's Wi-Fi Settings

  1. Confirm that Wi-Fi is turned on.
  2. Make sure Airplane Mode is turned off.
  3. Disconnect from the wireless network.
  4. Wait a few seconds and reconnect.
  5. Open a web browser to test your internet connection.

If FalconNet does not appear in the available network list, try checking from another location in your residence hall.

Step 3: Forget the Network and Reconnect

If your device previously connected but is now experiencing authentication errors or repeated connection failures, try forgetting the saved network.

This removes saved connection settings, including an outdated password.

Select the instructions for your device:

Each article includes instructions for connecting and troubleshooting that device.

Step 4: Restart Your Device

  1. Save your work and close any open applications.
  2. Restart your computer, phone, tablet, or other device.
  3. Reconnect to the appropriate wireless network.
  4. Test your internet connection.

Step 5: Determine Whether the Issue Affects Multiple Devices

Try connecting another device, if available.

  • Only one device is affected: The issue may be related to that device's settings, credentials, or wireless adapter.
  • Multiple devices are affected: There may be a problem with wireless coverage or network equipment.
  • The connection works elsewhere but not in your room: Report the issue and include your residence hall and room number.

This information helps IT Support identify the source of the problem.

Troubleshoot a Wired Ethernet Connection

Some residence hall access points have Ethernet ports that allow compatible devices to connect directly to the campus network.

A wired connection may be useful for gaming consoles, desktop computers, and other devices that support Ethernet.

Step 1: Check Your Ethernet Cable

  1. Make sure the Ethernet cable is securely connected to your device.
  2. Confirm the other end is connected to an available, designated Ethernet port.
  3. Check the cable for visible damage.
  4. If available, try another Ethernet cable.

Do not disconnect the cable that supplies network connectivity or power to the wall-mounted wireless access point.

Step 2: Check Your Device's Network Settings

  1. Open your device's network settings.
  2. Confirm that the wired or Ethernet connection is enabled.
  3. Check whether your device recognizes the Ethernet connection.
  4. Run the device's built-in network connection test, if available.

If your device reports that no Ethernet cable is connected, check the cable and connections again.

Step 3: Restart Your Device

If the Ethernet connection is recognized but internet access is not working:

  1. Restart your computer or gaming console.
  2. Wait for the device to finish starting.
  3. Test the connection again.

If the issue continues, report the problem to IT Support.

Troubleshoot Smart TVs, Gaming Consoles & Streaming Devices

Smart TVs, gaming consoles, and streaming devices may require registration before connecting to FalconStream.

If your device cannot connect:

  1. Confirm you are connecting to FalconStream.
  2. Verify that the device has been registered using its correct wireless MAC address.
  3. Restart the device.
  4. Reconnect to FalconStream.
  5. Test the internet connection.

For registration and troubleshooting instructions, see:

Connect Smart TVs, Gaming Consoles & Streaming Devices to Campus Wi-Fi

Note: Some gaming, streaming, casting, and smart home features may be restricted by the campus network configuration.

Understanding Your Wireless Access Point

Rooms in Butz, Moore, and Steinbright Halls have wall-mounted Aruba wireless access points.

These devices help provide wireless coverage and may include Ethernet connections for compatible devices.

Access Point Indicator Lights

Your wireless access point may have indicator lights showing its operating status.

Depending on the model, these lights may be green, amber, or another color. Some models also use blinking lights to indicate normal activity.

Indicator colors and blinking patterns vary by model and do not always indicate a problem.

If you are experiencing a connection issue:

  1. Locate the wireless access point in your room.
  2. Check whether any indicator lights are visible.
  3. Make note of the colors and whether the lights are steady or blinking.
  4. Report this information when submitting an IT Support Request.

Do not press buttons, unplug cables, or attempt to reset the access point unless specifically instructed by Cedar Crest IT Support.

When to Contact IT Support

Submit a support request if:

  • Multiple devices cannot connect in your room.
  • Wi-Fi works elsewhere in the building but not in your room.
  • Your Ethernet connection is not working after checking your device and cable.
  • The wireless access point appears damaged, disconnected, or has no indicator lights.
  • Your device repeatedly loses its connection.
  • You have completed the troubleshooting steps and still cannot connect.

Submit an IT Support Request

Use the IT Support Request Form.

Include:

  • Residence Hall: Butz, Moore, Steinbright, or another residence hall
  • Room Number: Where the problem occurs
  • Connection Type: FalconNet, FalconStream, or wired Ethernet
  • Device: Manufacturer, model, and operating system, if known
  • Problem: What happens when you attempt to connect
  • Error Messages: Exact wording or screenshots, if available
  • Troubleshooting: Steps you have already tried

If possible, include a photograph of the wireless access point and its indicator lights without disconnecting or moving the equipment.

For your security, do not include passwords or verification codes in your support request.

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