Frequently Asked Questions
My Windows device will not connect. How can I diagnose the issue?
Please check that your device has a Passpoint profile installed. On your Windows device, go to:
“Start > WiFi settings > “Manage known networks”.
Verify that the “Airangel Passpoint” network is shown as seen below. If not, please install the profile from the onboarding portal: https://airangel.authserver.io.
If the profile is installed, please verify the device has support for Passpoint (a small number of device may not have the necessary capabilities to support Passpoint).
Open a command window (Start > Cmd) and enter the following command:
netsh wlan show wireless | findstr “ANQP”
The following output should be observed. If a message is received indicating that ANQP is not supported, unfortunately, this device will not work with Passpoint.
Finally, verify that your device is in range of the “Airangel Passpoint” network. Open the list of available networks using the Wi-Fi network symbol in the system tray of your Windows desktop:
Verify that the “Airangel Passpoint” network is seen in the list of networks available. If not, you may outside of the coverage area of the wireless network.
My iOS device will not connect. How do I diagnose the issue?
Verify that the required profile is fully installed. Note that the profile installation for iOS device is a 2-stage process:
- Download the profile from https://airangel.authserver.io
- Install the profile by going to the following settings option on your device: “Settings > General > VPN & Device Management”.
- Install the profile the downloaded profile. If the profile is not seen as shown below, your device will not work on the network.
If your profile appears as shown below (“Downloaded Profile”), it is not yet fully installed. Please complete the second stage of the profile installation process.
Verify that the “Airangel Passpoint” Wi-Fi network can be seen by your device by opening the list of available networks: “Settings > Wi-Fi > Networks”.
If the network cannot be seen, your device may not be within range of the Wi-Fi network.
Finally, if all looks good and your device will not join, disable and re-enable Wi-Fi on your device (Settings > Wi-Fi > Wi-Fi toggle button). Wait a short while and allow your device to automatically join the network (up to 30 seconds).
What device information is required to assist support staff in diagnosing a connectivity issue?
The following items are required:
- MAC address of the device (see screenshots below). Note that this can vary depending on the SSID that the device is connected (or trying to connect) to. Ensure that the device is using (or trying to use) the “Airangel Passpoint” network when obtaining the MAC address from the device.
- The device type (e.g. iPhone, Android phone…etc.)
- The OS version (e.g. Android 13, iOS 16.1)
When I click on the “Airangel Passpoint” network on my device to join the network, I am prompted to enter a username (or identity) and password. What should I enter?
You cannot select the “Airangel Passpoint” network to join it. Once your device has been onboarded to use the Passpoint network it should join automatically. If your device will not join, please check the following:
Have you completed the one-time onboarding process for your device? Visit https://airangel.autheserver.io to complete the process.
If you have an Apple device, note that the onboarding process is a two-stage process that requires you to manually install the profile downloaded from our onboarding portal. Please visit our onboarding portal https://airangel.autheserver.io to find details of how to complete this process.
If you believe your device is correctly onboarded, please try disabling and re-enabling Wi-Fi on your device. It may take up to 30 seconds for your device to join the network.
My Apple device will not join the Passpoint network after I onboarded it using the portal provided. How can I fix this?
The most common issue for Apple devices is that the 2-stage onboarding process is not fully completed. The onboarding process requires you to both download and then install the profile downloaded from our onboarding portal. If you have not visited the “Settings” configuration area of your device and installed the downloaded profile, your device will not join the network. Please visit our onboarding portal https://airangel.autheserver.io to find details of how to complete this process.
If you believe your device is correctly onboarded, please try disabling and re-enabling Wi-Fi on your device.
I have just completed the onboarding process for my device, but it does not seem to automatically join the Passpoint network. How can I fix this?
A small number of devices may require that you disable and re-enable Wi-Fi on your device to encourage it to join the network. Try disabling and re-enabling Wi-Fi on your device and wait up to 30 seconds for it to join the network. Note that should only need to be completed once: your device should now auto-join the network whenever it is in range of the network.
If you are still having issues, please check that you are within range of the Passpoint network. Look at the list of available Wi-Fi networks from your device. If you do see the “Airangel Passpoint” network listed, you may be in an area where the network is not available.
My device was working on the Passpoint network earlier/yesterday, but is not currently joining the network. What is the issue?
Please complete the following steps:
Check that you are within range of the Passpoint network. Look at the list of available Wi-Fi networks from your device. If you do not see the “Airangel Passpoint” network listed, you may be in an area where the network is not available.
Try disabling and re-enabling Wi-Fi on your device and wait up to 30 seconds for it to join the network.
Do I need to select the Passpoint network each time I need to use it?
No. Once you have completed the onboarding process and have successfully joined the network, your device will automatically re-join the network when it is within range of your device.