Troubleshooting

Troubleshooting tips

If you are having trouble connecting to the iPass network, these troubleshooting tips may resolve the issue.

Difficulty connecting to the network

Make sure that the device you are using is compatible with the type of network you are trying to connect to. For example, you must use a Wi-Fi enabled device to join a Wi-Fi network.
The network you are trying to connect to may be temporarily unavailable. Try moving around inside of your hotspot to a different part of the room, switching back and forth between networks, or choosing a new network altogether.
If this is your first time logging in with the iPass Open Mobile service and you are using iOS or Android, make sure you have activated your account and that you have entered the correct username and password combination.

Incorrect login information

Re-enter your username, domain name, and password.
Password entry is case-sensitive, make sure that Caps Lock isn’t on.
Make sure you have entered the correct domain name, such as example.com, in the “Domain” field of your Login Information. You can find your username, password and domain information on the Account tab of the end-user site, access.ipass.com.
Your user account may no longer be active. Check your account status to make sure it hasn’t been disabled due to an expired credit card or other faulty account information.

Password authentication is slow

Unable to connect using the iPass Open Mobile service

Put your computer or smartphone’s Wi-Fi radio switch in the On position.
If you can’t see the Access Point that you are trying to connect to, it may mean that there is something like a thick wall in between. Try moving closer or asking a representative or employee at your hotspot where the signal strength will be strongest.
Check your Wi-Fi signal strength to make sure the signal strength and quality are at least 50%. On Windows, you can mouse over the icon to display the strength status.
If Airplane Mode is enabled on your mobile device, be sure to turn on Wi-Fi so you’ll be able to connect.
If your hotspot is crowded, your network performance may be slow-try logging in again, or switching networks.
To switch networks on your computer, choose one from the list of available networks. The “Connect” button will now read “Switch Connections”.
To switch networks on your mobile device, go to Settings, and simply select a different network.
Some networks limit the number of IP addresses that have access to their internet, and you may be unable to connect to them.
If the iPass Open Mobile service is working on one of your devices but not on another, check to make sure your username and password are entered correctly, and make sure that you haven’t enabled Airplane Mode on your mobile device.