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Troubleshoot wireless network connection problems in 10 steps

By Lee Badman

Wireless networking is both pervasive and getting more complicated behind the scenes. For end users, Wi-Fi is the invisible network resource they connect to. For wireless network administrators -- who design, deploy and support the wireless LAN -- the Wi-Fi network is a fairly complicated beast with many moving pieces that are part of the bigger networking environment.

When wireless connection problems occur, how end users and administrators respond depends on various factors. In this article, we consider 10 common steps for troubleshooting and exonerating the wireless network on the way to finding the source of trouble.

Step 1. Turn it on and point it in the right direction

Sometimes, the most obvious causes of system trouble can be the hardest to see. All of us make faulty assumptions at times. When we try to access the Wi-Fi network and nothing happens, it's best to start with the basics. In that case, follow these fundamental steps:

Step 2. Define the scale of the problem

The majority of Wi-Fi problems are single-client issues -- as long as the network was designed and installed by qualified professionals. At the same time, even market-leading vendors can deliver buggy code, and good components occasionally do fail.

When you encounter wireless network performance issues, you need to understand how far the problem stretches. This step applies whether you run the network or just use it. When experiencing wireless connection problems, end users can gauge the scope of the issue by following these steps:

Step 3. Sleuth basic diagnostics

When your wireless connection fails, it can be unnerving, especially when you're trying to do actual work. Laptops, tablets and smartphones can show and tell you basic diagnostic information. But you have to know what you're looking at. Don't jump to conclusions based on scant information. When troubleshooting wireless connection problems, consider these diagnostic steps:

Step 4. Report trouble with good information

Outside of the smallest business environments, a business WLAN typically has several components that help you get on the network and keep you connected. The fastest resolution will come with good information relayed to support staff, whether it's a formal help desk or just the IT person who deals with problems. The following information and questions are important when troubleshooting wireless connection problems:

Step 5. Untangle advanced client issues

When everything seems to be configured correctly but a certain device just won't behave, it's time to dig deeper on the device. At this point, one classic mistake is to start adjusting settings on the network to try to "fix" a problematic client device. Leave the network alone, or you'll likely cause bigger issues. Watch out for these following items, and expect all of these to be scrutinized if a help desk is involved:

Step 6. Understand infrastructure failure points

Most of the WLAN infrastructure is a mystery to Wi-Fi clients, but there is value in understanding some common high-level failure points on the infrastructure side. In well-administered network environments, most of the following should be monitored closely with various automated tools. As mentioned earlier, most Wi-Fi problems tend to be single-user in nature, but those mentioned here will generally be felt by multiple clients.

For more on Wireless Communications, read the following articles:

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Step 7. Quantify application and destination issues

What if you're successfully connected to Wi-Fi but can't get a specific application to work? Or you try to reach a web destination, but you get an error page? Usually, these situations have nothing to do with Wi-Fi. Generally, other network conditions are to blame.

When you hit a roadblock, try to quantify what is working right and what is failing. Problems this specific will only be the fault of the WLAN if some specific protocol or destination is blocked in a firewall setting. The APs and radio frequency environment will have nothing to do with this sort of situation, but the information you gather will help administrators troubleshoot what's going on.

Step 8. Squish code bugs

Unfortunately, in today's business wireless networks -- despite high prices and promises of cutting-edge innovation -- the logic under the hood is often buggy. Several modern AI-driven analytics dashboards are available, but none of them can tell you that code bugs are hitting your Wi-Fi environment. So, we live with this problem, and surprisingly, market-leading systems can be the worst offenders.

Although network administrators are responsible for resolving code bugs, end users often feel the effects. Whether in the form of a memory leak or an intermittent malfunction, code bugs can be the absolute worst thing to hit a wireless network. Here are some of the symptoms of code bugs:

Code bugs often require a support ticket to be opened with the WLAN vendor. There can be a great deal of tension here. The network engineering team wants a fast resolution. Network users are affected, and organizational tech execs are looking for accountability, while the vendor grapples with a convoluted troubleshooting algorithm.

Meanwhile, features may be disabled, but the end result is usually a code upgrade. When dealing with code bugs, communicate with users and upper management. Tell them what is happening: The network itself is fine, but the code running it is problematic.

Step 9. Run a tight ship

Today's wireless networks are often extremely complicated and integrated with a growing number of parts of the larger network environment. Tools, training, documentation and monitoring are all key components as an effective response when trouble hits. The team supporting your wireless environments should have wireless-specific skills and the right software and test equipment to cut through the fog when responding to problems.

Good network diagrams, well-labeled cables, APs, switches and up-to-date call lists can resolve problems quicker. Staff need occasional training, and your tools need to be refreshed periodically. It takes time to label everything and keep the diagrams accurate. But all of this is an investment at troubleshooting time.

Step 10. Consider the home vs. work divide

Never before has there been such an amazing breadth of wireless client devices. From smart home gadgetry to wireless printers to Wi-Fi-enabled lab instrumentation, there is a fascinating array of stuff that wants to find its way to the business WLAN environment.

But there are also real gaps between what the big, expensive corporate Wi-Fi network can support versus your home wireless router. Many devices that we love at home just don't fit well at work for several reasons:

In spite of these potential wireless connection problems, most well-run IT groups have an established WLAN policy that guides security, ensures performance baselines and keeps users from going rogue with incompatible hardware brought into the workplace.

Wireless troubleshooting best practices

When troubleshooting the WLAN, end users and IT can follow some best practices.

04 Nov 2022

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