Troubleshooting Connection Issues with WWUwireless-Secure


Your laptop, smartphone, or other device will not connect to WWUwireless-Secure.


If you can’t get connected to WWUwireless-Secure, the most common fixes are:

  1. Turning your device’s wireless network adapter off and on, or rebooting the device.

  2. Forgetting the network.

  3. Disabling “MAC Address Randomization” on your device.

  4. Trying a different network, such as WWUwireless or WWUwireless-Guest.

See details below.

If none of these solutions work, please contact the ATUS Help Desk at with the following information:

  • Your WWU Username

  • The MAC Address of the device you are having issues with. (How do I find my MAC Address?)

  • The approximate day/time you attempted to connect to the wireless network.

Forgetting the Network

If you are unable to connect to WWUwireless-Secure, you may need to “forget” the network on your device and then reconnect in order to accept the security certificate.

  1. Android and iOS users can forget or connect to wireless networks by going to the Settings app.

  2. Mac OS users can click the Wi-Fi icon in the top-right of their display to access wireless settings.

  3. Windows 10 requires a few specific steps outlined below.

Some devices (mostly Chromebooks and laptops running Linux or Windows 7) may require you to manually download and install the certificate. You can download the certificate here. For these devices, please check the vendor’s support website for details on installing certificates.


Detailed Instructions for Windows 10

Windows 10 devices do not appear to be prompting for the certificate update. The symptom will just be that your Windows 10 device will not connect to Wi-Fi. Follow these steps to re-connect:

  1. Click the START button and type "Change Wi-Fi Settings" 

  2. Click to open the Change Wi-Fi Settings window and then click Manage Known Networks

  3. Click WWUwireless-Secure and then click Forget

  4. Click the back-arrow to return to the previous page for Wi-Fi settings

  5. Click Show Available Networks

  6. Select WWUwireless-Secure 

  7. Click Connect 

  8. Authenticate with your universal username and password

  9. Click Connect

  10. You will be asked if you would like to continue connecting. Click Connect again

Your Windows 10 device should now be connected. If you continue having problems, connect to WWUwireless-Guest instead and then contact the ATUS Help Desk.

Detailed Instructions for Android 11

The settings for Android 11 devices running the latest security patch are as follows:

  • EAP Method = PEAP

  • Phase 2 =  None

  • CA Certificate = Do not validate

  • Identity = Your Universal Username

  • Anonymous Identity = Leave Blank

  • Domain =

  • Password = Your Universal Password


Disabling “MAC Address Randomization”

Many newer mobile devices, including IOS devices and Windows 10 computers, use a security feature called MAC Address Randomization to help hide the device’s identity on the wireless network. But a side-effect of this feature is that the wireless network can’t “remember” your device if the MAC address changes, which may impact your ability to connect to the wireless.

Google Pixel / Motorola / Other Androids:

  • Open the Settings app

  • Select Network and Internet

  • Select WiFi

  • Connect to the Wireless network

  • Tap the gear icon next to the current connection

  • Select Advanced

  • Select Privacy

  • Select "Use device MAC"

Samsung Galaxy:

  • Navigate to "Settings"

  • Select "Connections"

  • Select "WiFi"

  • Select "the Wireless Network you wish to connect to"

  • Tap the gear shaped icon next to the network you connected to

  • Select "Advanced"

  • On the next screen there is a menu labeled "MAC Address Type".

  • Tap on "MAC Address Type"

  • Select “Use Phone/Device MAC”

Apple iOS 14 & Later:

  • Ensure your device is connected to a Wi--Fi Network

  • Open the "Settings app", then tap "Wi-Fi"

  • Tap the "information button" next to your network 

  • Tap on the "Use private Address" toggle to turn it off

Windows 10/11

  • Select the “Start” button in the bottom left corner of the screen

  • Select the gear icon to go to 'Settings'

  • Select 'Network and Internet'

  • Select “Wifi”

  • Set ‘Use random hardware addresses' to “Off”