Western WiFi Support
This page provides basic support and troubleshooting information for all users of the Western Sydney University wireless network, Western WiFi.
Western WiFi help and support
All users:
The primary support provided to users of Western WiFi is via MyIT (opens in a new window), your one stop shop for all your IT service and support needs. Here you'll find a range of knowledge articles covering connecting to Western WiFi, and will be able to report issues and make requests.
Students:
Secondary support for students attempting to connect to wireless is provided by Information Technology Support Analysts located at the general purpose computer lab service desks. Students may also contact the IT Service Desk for phone based support.
| General Purpose Computer Lab Service Desks | |
| Bankstown | Lower Ground, Building 23 |
| Campbelltown | Ground Floor, Building 12 |
| Hawkesbury | Ground Floor, Building G6 |
| Parramatta | Lower Ground Floor, Building EA |
| Penrith | Ground Floor, Building V |
| Werrington | First Floor, Building BB |
Staff: The secondary source of support for staff connecting to Western WiFi is the IT Service Desk and lab based analysts. If the Service Desk Analyst can't resolve the problem, they may escalate the job within ITDS.
IT Service Desk:
- MyIT Web Portal: http://MyIT.westernsydney.edu.au
- Phone: 02 9852 5111
- Ext: 5111
- Email: itservicedesk@westernsydney.edu.au
What levels of support are available?
Web
- These pages and MyIT (opens in a new window)
Knowledge articles
- MyIT knowledge articles(opens in a new window) explaining the connection process for a variety of common operating systems and devices are available.
Full support
- Available only for University owned/leased computers conforming to a current University standard operating environment.
- Support staff will provide phone and hands on assistance, and will raise issues they are unable to resolve with our hardware and software vendors.
- Almost all cases will be resolved.
Best effort
- Available for University owned/leased Macintosh computers, and
- Privately owned computers and devices meeting the specifications for the network being accessed.
- Most cases will be resolved, subject to individual computer configurations and available expertise. Assistance will be provided to the level of expertise available.
No support
- Devices that don't meet Western WiFi's minimum specifications.
Conditions
Students and staff seeking support must:
- Attempt to resolve the issue themselves using the MyIT knowledge articles (opens in a new window) and information on these pages.
- Follow any verbal or written instructions provided by ITS.
- Agree that the University accepts no liability for any direct or indirect damages claimed due to actions intended to resolve connection issues.
Known issues
Blackberry and Android devices
Android 4 or later devices are able to connect successfully. Older Android and Blackberry devices are unable to fully connect to Western WiFi. You may be able to partially connect, but will not have full web access through your browser.
The University does not recommend "hacking" your device to resolve this problem, as you may cause other problems or invalidate your warranty.
Basic Troubleshooting
My device doesn't meet the minimum specifications
- The University is unable to provide any support for devices that don't meet the minimum specifications.
My device can't "see" Western WiFi
- Check that you have turned your wireless hardware on and that it's enabled.
- Try refreshing the available networks list.
- Does the problem only affect you, or are those nearby also affected? If a number of people are affected, please contact the IT Service Desk - 02 9852 5111 (ext 5111).
I have connected and opened my web browser, but I can't do anything
- Are you using an older Android or Blackberry device? Older versions of these devices may appear to connect to Western WiFi, but may not allow full connectivity.
My connection was working but has now disappeared
- Have you moved from a wireless zone?
- Try rebooting your device and starting over.
Still can't connect?
- Have you searched our MyIT knowledge base (opens in a new window) and tried the suggestions you found?
- Anyone using non-University devices should approach their campus Information Technology Support Analysts.
- Students may also contact the IT Service Desk for phone based support - (02) 9852 5111.
- Staff should contact the IT Service Desk - (02) 9852 5111 (ext 5111).
- Students and staff can use the MyIT portal to log issues (opens in a new window).
- All users need to be mindful of the published levels of support available.
Known problems and limitations
- Personal firewalls may require changes to settings.
- Administrative user rights for your device may be necessary to install the required software or accept certificates. Regular users of University owned/leased laptops should have sufficient rights.
Tips
- Save often. Wireless networks are inherently less reliable than wired networks, and you could potentially lose your data if your network connection is lost. Regular saving minimises your risk of losing data.
- Laptop antennae are typically located in laptop lids, and will receive the best signal when the lid is open and upright.
- Don't try and connect wirelessly while still running a wired connection – the device may get confused about which connection to use.
- Updating your device's wireless drivers may give a more reliable and consistent service, however, the appearance of your network connection may change.
Feedback
- All feedback should be emailed directly to wireless-feedback@westernsydney.edu.au