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# Troubleshooting: Intel(R) PRO/Wireless 3945ABG Network Connection User Guide

- Intel(R) Wireless Troubleshooter
- Wireless Event Viewer
- Resolve Errors

## Intel Wireless Troubleshooter

The Intel Wireless Troubleshooter is an application that can help you resolve wireless network connection issues. When a connection issue is detected, a desktop alert appears at the bottom right corner of your desktop screen. Once you click on the desktop alert, a diagnostic message displays the steps recommended to resolve the connection issue. For example, if a connection issue occurred because of an invalid password, the Profile Wizard application is launched when you click on a displayed hyperlink. You can also launch Wireless Event Viewer and enable or disable alert notifications. The Intel Wireless Troubleshooter is supported under Microsoft Windows XP and Microsoft Windows 2000.

#### Intel Wireless Troubleshooter Description

The Intel Wireless Troubleshooter contains two panes. The left pane displays a list of available tools. The right pane displays the current connection issue. This pane is divided into two sections: the error message and the recommended action. The recommended action contains descriptions about available utilities and helps to resolve the associated connection issue. If you click on a help link, the help text is displayed in a window. If you click on the associated issue resolution link, a program is launched to resolve the connection issue.

Name | Description
File | Exit: Click to exit the Intel Wireless Troubleshooter application.
Help | Intel(R) Wireless Troubleshooter Help: Displays online help on the Intel Wireless Troubleshooter. About: Displays version information for the Intel Wireless Troubleshooter.
Wireless Event Viewer | Launch Wireless Event Viewer.
Disable Notification | Select to disable the alert notifications.
Enable Notification | Select to enable the alert notifications.
Available Help | Date Time error message Description of error Link to resolve error (if available). Link to recommended steps to resolve error

### Wireless Event Viewer

The Wireless Event Viewer program displays a list of error log records. You can save all available log records to a binary format file for sending to customer support. To launch Wireless Event Viewer, from the Tools menu, click Intel Wireless Troubleshooter. Click Wireless Event Viewer.

#### Wireless Event Viewer Description

Name | Description
File | To change the storage location of the log file. Click Settings to open the Wireless Event Viewer Settings. Specify the default folder for saved log files: The current folder is displayed. The default location is the desktop. Click Browse to specify a new folder location. Click OK to close and apply the new changes. Click Cancel to close without applying any changes. Exit: Click to exit Wireless Event Viewer and return to the Intel Wireless Troubleshooter.
Help? | Provides help information for this page. About: Displays version information for the Intel Wireless Troubleshooter.
Wireless Event Viewer Information | Level: The severity level of the connection issue is indicated by an icon. The severity levels are: Information Error Warning
Description: Brief description of the connection issue.
Date and Time: Date and time of the detected connection issue. This column can be sorted in ascending or descending order. Click the column header to sort the displayed events.
Save As | Saves the available log. Use the suggested name or change it.
Clear | Removes the information in the Wireless Event Viewer.

# Resolve Errors

Use the following recommendations to resolve network connection issues detected by Intel Wireless Troubleshooter.

Authentication failed due to invalid user credentials
Authentication failed due to invalid user name
Authentication failed due to an invalid server certificate
Authentication failed due to invalid server credentials
Authentication failed due to invalid server identity
Authentication failed due to an invalid user certificate
Incorrect PIN for retrieving certificate
Authentication failed because the AAA server is unavailable
The wireless adapter failed to get a valid IP address
Authentication failed because timer expired
Smart Card was unexpectedly removed
Disconnection from an Access Point
GSM adapter was unexpectedly removed
The AAA Server Rejected the EAP Method
Administrator Profile Failed to Authenticate
Administrator Profile Failed to Obtain an IP Address from the DHCP Server
The Application Failed to Start

# Authentication failed due to invalid user credentials: Reenter credentials

This authentication error can be caused by invalid user credentials (could be user name, password or other form of user credentials).

Use the following steps to resolve this error:

1. Select a TTLS, PEAP, LEAP or EAP-FAST profile from the Profiles list.
2. Click Properties to open the General Settings.
3. Click Next to open the Security Settings. Enterprise Security is selected.
4. The 802.1x Authentication Type should be selected.
5. Select Use the following for User Credentials.
6. Verify the User Name, Domain, and password information.

- If Use Windows logon or Prompt each time I connect is selected, verify that you use the correct user credentials information when you connect to the wireless network.

7. Click OK to save the settings.

# Authentication failed due to invalid user name: Reenter user name

This authentication error can be caused by an invalid user name.

Use the following steps to resolve this error:

1. Select the appropriate profile from the Profiles list.
2. Click Properties to open the General Settings.
3. Click Next to open the Security Settings. Enterprise Security is selected.
4. Select the appropriate 802.1x Authentication Type.

- For TTLS, PEAP, LEAP or EAP-FAST profiles: Use the following option should be selected.
- Verify the User Name information.

5. Click OK to save the settings.

# Authentication failed due to an invalid server certificate: Select another certificate

This authentication error can be caused by an invalid server certificate.

Use the following steps to resolve this error:

1. Select the appropriate profile from the Profiles list.
2. Click Properties to open the General Settings.
3. Click Next to open the Security Settings. Enterprise Security is selected.
4. The appropriate 802.1x Authentication Type is selected.

- For TTLS and PEAP profiles: Verify that the correct Authentication Type is selected from the list. Click Next to select another certificate from the list of installed certificates or specify another server or certificate name. Click OK.
- For TLS profiles: Click Select and choose another certificate from the list of installed certificates and click OK.

> Notes about certificates: The specified identity should match who the certificate is issued to and should be registered on the authentication server (for example, RADIUS server) that is used by the authenticator. Your certificate must be valid with respect to the authentication server. This requirement depends on the authentication server and generally means that the authentication server must know the issuer of your certificate as a Certificate Authority. You should be logged in with the same user name you used when the certificate was installed.

5. Click Close.
6. Click OK to save the settings.

# Authentication failed due to invalid server credentials: Reenter server credentials

This authentication error can be caused by an invalid server (domain) credential.

Use the following steps to resolve this error:

1. Select the appropriate profile from the Profiles list.
2. Click Properties to open the General Settings.
3. Click Next to open the Security Settings. Enterprise Security is selected.
4. Select the appropriate 802.1x Authentication Type.

- For TTLS and PEAP profiles: Select Use the following for user credentials.
  - Verify the domain information.
  - If Use Windows logon or Prompt each time I connect is selected, verify that the correct domain credentials information is used when you connect to the wireless network.

5. Click OK to save the settings.

# Authentication failed due to invalid server identity: Reenter server name

This authentication error can be caused by invalid server identity information.

Use the following steps to resolve this error:

1. Select the appropriate profile from the Profiles list.
2. Click Properties to open the General Settings.
3. Click Next to open the Security Settings. Enterprise Security is selected.
4. Select the appropriate 802.1x Authentication Type.
5. For TTLS and PEAP profiles: Verify that the Roaming Identity server name is correct.
6. Click OK to save the settings.

# Authentication failed due to an invalid user certificate: Reenter user credentials

This authentication error can be caused by invalid server (domain) credentials.

Use the following steps to resolve this error:

1. Select the appropriate profile from the Profiles list.
2. Click Properties to open the General Settings.
3. Click Next to open the Security Settings. Enterprise Security is selected.
4. Select the appropriate 802.1x Authentication Type.
5. For TTLS and PEAP profiles: Verify that the correct Authentication Type is selected.
6. Click Select and choose another certificate from the list of installed certificates.
7. Click OK.
8. For TLS profiles: Click Select and choose another certificate from the list of installed certificates.
9. Click OK.

> Notes about Certificates: The specified identity should match who the certificate is issued to and should be registered on the authentication server (for example, RADIUS server) that is used by the authenticator. Your certificate must be valid with respect to the authentication server. This requirement depends on the authentication server and generally means that the authentication server must know the issuer of your certificate as a Certificate Authority. You should be logged in with the same user name you used when the certificate was installed.

9. Click Close.
10. Click OK to save the settings.

# Incorrect PIN for retrieving certificate: Reenter PIN

The certificate retrieval failed because of an incorrect PIN.

Recommended action: Enter the correct PIN.

# Authentication failed because the AAA server is unavailable

The wireless adapter is associated to the access point, but the 802.1x authentication cannot be completed because of a response from the authentication server.

Use the following steps to resolve this error:

1. Select the profile
2. Click Connect and attempt to associate with the network and authenticate with the server.

# The wireless adapter failed to get a valid IP address

This error can be due to an authentication failure with the network, incorrect encryption keys, or because of a DHCP server malfunction.

Use the following steps to resolve this error:

1. Select the appropriate profile from the Profiles list.
2. Click Properties to open the General Settings.
3. Click Next to open the Security Settings. Enterprise Security is selected.
4. Enter the encryption key.
5. Click OK to save the security settings for the profile.

# Authentication failed because timer expired

Authentication failed because the authentication timer expired while this mobile station was authenticating. A rogue access point or a problem with the RADIUS server could have been the reason for the problem.

Recommended action:

- If a rogue access point is suspected, consider adding this access point to the excluded access point list to prevent the wireless adapter from connecting to this access point in the future.
- If a rogue access point is not suspected, click the profile in the profile list. Click Connect to associate with the network and attempt to authenticate with the server.

# Smart Card was unexpectedly removed

This error occurred because the Smart Card was unexpectedly removed.

Use the following a steps to resolve this error:

1. Insert the Smart Card.
2. Select the 802.1x EAP-SIM authentication profile.
3. Click Connect to try to associate with the network.

# Disconnection from an Access Point

The following error messages display when the wireless adapter is disconnected from the network access point.

Disconnect from access point due to failed associations.
Disconnect from access point due to authentication failures.
Disconnect from access point due to TKIP Michael Integrity check failure.
Disconnect from access point due to Class 2 frame non-authentication failure.
Disconnect from access point due to Class 3 frame non-association failure.
Disconnect from access point due to reassociation failure.
Disconnect from access point due to Information Element failure.
Disconnect from access point due to EAPOL-Key protocol four-way handshake failure.
Disconnect from access point due to 802.1x authentication failure.

Recommended action: Select the profile. Click Connect and try to associate with the network.

# GSM adapter was unexpectedly removed

See Smart Card was unexpectedly removed

# The AAA Server Rejected the EAP Method

This error occurs when the AAA Server does not accept the configured authentication.

Use the following steps to resolve this error:

1. Double-click the Taskbar icon to open Intel PROSet/Wireless.
2. Click Profiles on the Intel PROSet/Wireless main window.
3. Select the associated or last-used profile from the Profiles list.
4. Click Properties to open the General Settings.
5. Click Next to open the Security Settings.
6. Verify that Enable 802.1x is selected.
7. Verify that the correct authentication type is selected.
8. Enter the required security information.
9. Click OK. The profile is now reapplied. Intel PROSet/Wireless attempts to connect to the wireless network.

# Error Occurred Because the GSM Adapter Was Unexpectedly Removed

This error occurs when the GSM adapter is not fully inserted or is unexpectedly removed from the mobile station.

Use the following steps to resolve this error:

1. Reinsert the GSM adapter.
2. Double-click the Intel PROSet/Wireless Software icon at the bottom right of the screen.
3. Select the associated or last-used profile from the profiles list.
4. Click Connect. The profile is now re-applied. Intel PROSet/Wireless Software attempts to connect to the wireless network.

# An Administrator Profile Failed to Authenticate

This error occurs when the credentials in the profile are not accepted by the authenticator (for example, an access point or AAA server). Please contact your Administrator to resolve this problem.

# Administrator Profile Failed to Obtain an IP Address from the DHCP Server

This error can occur due to an authentication failure with the network, incorrect encryption keys, or because of a DHCP server malfunction. Please contact your Administrator to resolve this problem.

# The Application Failed to Start

The application that you specified to start when this profile connected, could not be found. Verify the path and file name in the Profile Wizard Advanced Settings.

To verify the path and file name:

1. From the Intel PROSet/Wireless main window, click Profiles.
2. Select the Profile.
3. Click Properties.
4. Click Advanced.
5. Click Enable Start Application. Verify that the file name and file location path are correct.
6. Click OK to close the Advanced Settings.
7. Click OK to close the General Settings and return to the Profiles list.

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