Back to ContentsTroubleshooting: Intel PRO/Wireless 2915ABG Network Connection User Guide
Intel Wireless
Troubleshooter

Intel Wireless Troubleshooter is an application that can assist you in
resolving wireless network connection issues. When a connection issue is
detected, a balloon tip appears at the bottom right of your desktop screen. Once
you click on the balloon tip, a diagnostic message displays the recommended
steps to resolve the occurred 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 from this page and enable or
disable alert notifications. The Intel Wireless Troubleshooter is supported
under Windows XP and 2000.
Intel Wireless Troubleshooter Description
Intel Wireless Troubleshooter page contains two
panes. The left pane displays a list of available tools that can be started
using your left mouse button. The right pane displays the current connection
issue in a section. Each section has two parts: the error message and the hint
text parts. The error message and time stamp are preceded by an icon. The hint
text part contains description about available utilities and help for resolving
the associated connection issue. If you click on a help text link, the help text
is displayed in a pop-up window. If you click on the associated issue resolver
link, a program is launched to resolve the connection issue. You can launch
Wireless Event Viewer or enable or disable from
the last pane.
File |
Exit: Exit 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 |
Click to disable the
alert notifications. |
Enable Notification |
Click to enable the
alert notifications if an error is detected. |
Available Help |
Date Time error message
|
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. In addition, you can email the binary format log file to an
email address (pre-configured with a default email address) when network
connection is available. Wireless Event Viewer is supported under Windows XP and
2000. To launch Wireless Event Viewer, click
Start > Programs > Intel PROset Wireless > > Intel PROset Wireless >Tools >
Intel Wireless Troubleshooter > Wireless Event Viewer.
Name |
Description |
File |
Preferences: Change the name
of the log file by selecting the Preferences menu item. Click to display
the Preference dialog.
Browse
button: Specify a new fully qualified file name.
OK
button: Close the dialog and apply the new changes.
Cancel
button: Close the dialog without applying any changes.
Exit: Exit Intel Wireless
Troubleshooter. |
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 field can be sorted
in ascending or descending order. Click the column header to sort the
displayed events. |
Save As |
Save the available logs to the pre-defined file name. Everything in
the log shall be saved to the predefined file name. The default file name
is: Product_Name_Month_Day_Year_HH_MM_SS.binary_file_ext
The default file name format can be changed to another name. |
Clear |
Removes the information in the Wireless Event Viewer. |
Help? |
Displays the help information for this dialog. |
Resolving 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 username
Authentication failed due to invalid user password
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
Error Occurred Because the GSM Adapter Was Unexpectedly Removed
The AAA Server Rejected the EAP Method
An Administrator Profile Failed to Authenticate
An Administrator Profile Failed to Obtain an IP Address from the DHCP Server
Authentication failed due to invalid user credentials -
Re-enter credentials.
This authentication error can be caused by invalid user credentials when
using either a TTLS or
PEAP profile.
Use the following steps to help resolve this error:
-
Select a TTLS or PEAP profile from the profiles
list.
-
Click Properties.
-
Click Next.
-
Select TTLS
or PEAP for the 802.1x Authentication
Type.
-
Select the Use
the following option for User Credentials.
-
Verify the User Name, Domain, and password
information.
-
Click the OK
button to save the settings.
Authentication failed due to invalid username - Re-enter
username
This authentication error can be caused by an invalid user name when using
either a TTLS, PEAP or
LEAP profile.
Use the following steps to help resolve this error:
-
Select the appropriate profile from the profiles
list.
-
Click Properties.
-
Click Next.
-
Select the appropriate 802.1x Authentication
Type.
-
For TTLS and PEAP profiles: Select the
Use the following option for User
Credentials.
-
Verify the User Name information.
-
If Use
Windows logon or Prompt each time
I connect is selected make sure that the correct user credentials
information is used when you connect to the wireless network.
-
For LEAP profiles: Select the
Use the following user name and password
option and verify the user name information. If
Use Windows logon user name and password
or Prompt for user name and password
is selected make sure that the correct user credentials information is used
when you connect to the wireless network.
-
For EAP-SIM authentication type: Verify that
the correct User Name is being used under
Specify user name (identity).
-
Click the OK
button to save the settings.
Authentication failed due to invalid user password -
Re-enter Password
This authentication error can be caused by an invalid user password when
using either a TTLS,
PEAP or LEAP
profile.
Use the following steps to help resolve this error:
-
Select the appropriate profile from the profiles
list.
-
Click Properties.
-
Click Next.
-
Select the appropriate 802.1x Authentication
Type.
-
For TTLS and PEAP profiles: Select the
Use the following option for User
Credentials.
-
For LEAP profiles: Select the
Use the following user name and password
option and verify the password information. If
Use Windows logon user name and password
or Prompt for user name and password
is selected make sure that the correct password information is used when you
connect to the wireless network.
-
Click the OK
button 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 when
using either a TLS, TTLS, or
PEAP profile.
Use the following steps to help resolve this error:
-
Select the appropriate profile from the profiles
list.
-
Click Properties.
-
Click Next.
-
Select the appropriate 802.1x Authentication
Type.
-
For TTLS and PEAP profiles: Verify that the
correct Authentication Type is selected from the drop-down list, then click
the Select button and select another
certificate from the list of installed certificates and click
OK.
-
For TLS profiles: Click the
Select button and select another
certificate from the list of installed certificates and click
OK.
Note about Certificates: The specified
identity should match the field "Issued to" in the certificate and should be
registered on the authentication server (i.e., 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 using the same
username you used when the certificate was installed.
-
Click Close.
-
Click the OK
button to save the settings.
Authentication failed due to invalid server credentials -
Re-enter server credentials
This authentication error can be caused by invalid server (Domain)
credentials when using either a TTLS,
PEAP or
LEAP profile.
Use the following steps to help resolve this error:
-
Select the appropriate profile from the profiles
list.
-
Click Properties.
-
Click Next.
-
Select the appropriate 802.1x Authentication
Type.
-
For TTLS and PEAP profiles: Select the
Use the following option for User
Credentials.
-
Verify the Domain information.
-
If Use
Windows logon or Prompt each time
I connect is selected make sure that the correct Domain credentials
information is used when you connect to the wireless network.
-
For LEAP profiles: Select the
Use the following user name and password
option and verify the Domain information. If
Use Windows logon user name and password
or Prompt for user name and password
is selected make sure that the correct Domain information is used when you
connect to the wireless network.
-
Click the OK
button to save the settings.
Authentication failed due to invalid server identity -
Re-enter server name
This authentication error can be caused by invalid server identity
information when using either a TTLS or
PEAP
profile.
Use the following steps to help resolve this error:
-
Select the appropriate profile from the profiles
list.
-
Click Properties.
-
Click Next.
-
Select the appropriate 802.1x Authentication
Type.
-
For TTLS and PEAP profiles: Verify that the
Roaming Identity server name is correct.
-
Click OK
to save the settings.
Authentication failed due to an invalid user certificate -
Re-enter user credentials
This authentication error can be caused by an invalid user certificate when
using either a TLS,
TTLS, or PEAP
profile.
Use the following steps to help resolve this error:
-
Select the appropriate profile from the profiles
list.
-
Click Properties.
-
Click Next.
-
Select the appropriate 802.1x Authentication
Type.
-
For TTLS and PEAP profiles: Verify that the
correct Authentication Type is selected from the drop-down list, then click
the Select button and select another
certificate from the list of installed certificates and click
OK.
-
For TLS profiles: Click the
Select button and select another
certificate from the list of installed certificates and click
OK.
Note about Certificates: The specified
identity should match the field "Issued to" in the certificate and should be
registered on the authentication server (i.e., 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 using the same
username you used when the certificate was installed.
-
Click Close.
-
Click OK
to save the settings.
Incorrect PIN for retrieving certificate - Re-enter PIN
Recommended action:
The certificate retrieval failed because of an
incorrect PIN. Re-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.
Recommended action:
Select the profile and click
Connect and try 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. Re-enter
encryption keys.
Use the following steps to resolve this error:
-
Click Properties.
-
Click Next.
-
Enter the encryption key.
-
Click OK
to save the security settings for the profile.
Authentication failed because timer expired
Authentication failed because timer expires while this mobile station
authenticating against a possible rogue AP. The Rogue AP timed out, possibly
because of a problem with the RADIUS server.
Recommended action:
-
To prevent the wireless
adapter from connecting with this possible Rogue AP, consider adding this
Rogue AP to the excluded access point list.
-
Select the profile and click
the Connect button and try to
associate with the network and authenticate with the server.
Smart Card was unexpectedly removed
This error occurred because the Smart Card was unexpectedly removed.
Recommended action:
-
Insert the Smart Card.
-
Select the 802.1x EAP-SIM
authentication profile and 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 re-association failure.
Disconnect from access point due
to Information Element failure.
Disconnect from access point due
to EAPOL-Key protocol 4-way handshake failure.
Disconnect from access point due
to 802.1x authentication failure.
Recommended
action:
To re-connect, remove the access
point from the exclude list or manually connect
(i.e., on the Intel PROSet/Wireless main window, select the profile and click
Connect).
Error Occurred Because the GSM Adapter Was Unexpectedly
Removed
This error occurs when the GSM adapter is not fully inserted or unexpectedly
removed from the mobile station.
Use the following steps to help resolve this error:
- Re-insert the GSM adapter.
- Double click the Intel PROSet/Wireless icon at the bottom
right of the screen.
- Select the associated or last used profile from the
profiles list.
- Click Connect. The
profile is now re-applied. Intel PROSet/Wireless attempts to connect to the
wireless network.
The AAA Server Rejected the EAP Method
This error occurs when the AAA Server does not accept the configured
authentication type.
Use the following steps to help resolve this error:
- Open Intel PROSet/Wireless by double clicking the task
tray icon located at the bottom right of the screen.
- Select the associated or last used profile from the
profiles list.
- Click Properties.
The Wireless Profile Properties – General Settings page opens. .
- Click Next. The
Wireless Profile Properties – Security Settings page is opens.
- Verify that Enable 802.1x
is checked.
- Verify that the correct authentication type is selected.
-
Click
Next to see Step 2 of the Wireless
Profile Properties – Security Settings page.
- Enter the required information.
- Click OK. The
profile is now re-applied. Intel(R) PROSet/Wireless 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 such as access point or AAA server.
Use the following steps to help resolve this error:
- Double click on Intel PROSet/Wireless icon at the bottom
right of the screen.
- From the Tools menu, select
Administrator Tool.
- Select the appropriate Administrator Profile from the
profiles list.
- Click Properties.
The Wireless Profile Properties – General Settings page appears.
- Click Next. The
Wireless Profile Properties – Security Settings page opens.
- Edit the credentials such as WEP keys and certificates.
- Click OK. The
profile is now re-applied. Intel(R) PROSet/Wireless attempts to connect to the
wireless network.
An Administrator 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.
Use the following steps to help resolve this error:
- Double click the Intel PROSet/Wireless icon at the bottom
right of the screen.
- From the Tools menu, click
Administrator Tool.
- Select the appropriate Administrator Profile from the
profiles list.
- Click Properties.
The Wireless Profile Properties – General Settings page opens
- Click Next. The
Wireless Profile Properties – Security Settings page is opens.
- Edit the credentials such as WEP keys and certificates.
- Click OK. The
profile is now re-applied. Intel(R) PROSet/Wireless attempts to connect to the
wireless network.
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