Fix "Can't Connect to Wi‑Fi" or "Action Required" Errors on Campus (eduroam & UoL‑Guest)


Introduction

These errors commonly occur when moving between buildings or locations on campus, even if Wi‑Fi works elsewhere. Following the steps below refreshes your wireless connection and allows your device to reconnect correctly to eduroam or UoL‑Guest at the University of Leeds.

Instructions

This guide explains how to reconnect to campus Wi‑Fi if your device shows one of the following messages:

  • Can’t connect to this network
  • Action required

Before You Start

You must carry out these steps in a location where the Wi‑Fi is not currently working.If you return to an area where Wi‑Fi connects successfully, go back to the problem location before starting again.

Step 1: Open Wi‑Fi Settings
  1. Select the Start button
  2. In the search box, type WiFi.
  3. Select Wi‑Fi settings from the search results.
Step 2: Check Wi‑Fi Is Switched On
  • In the Wi‑Fi settings window
  • Ensure the Wi‑Fi toggle at the top is set to On.
  • Select Manage known networks.
Step 3: Forget the Old Network
  1. Look for eduroam and/or UoL‑Guest in the list.
  2. Select each network.
  3. Click Forget.

This removes outdated connection details that may be causing the error.

Step 4: Reconnect to Wi‑Fi
  1. Click the network icon in the bottom‑right corner of your screen.
  2. Select Available networks.
  3. Choose eduroam or UoL‑Guest.
  4. Tick Connect automatically.
  5. Click Connect.
Follow the relevant instructions below based on the network you selected.

Connecting to eduroam

Enter your University credentials

A login prompt will appear.

  • Username: Your University username, for example:ABCD123@leeds.ac.uk
    • (This is the username you use to sign in to your device — not your email address such as name@leeds.ac.uk.)
  • Password: Your normal University password.

Select Connect.

✅ You should now be connected to eduroam and remain connected as you move around campus.

Connecting to UoL‑Guest

Complete guest sign‑in

  1. After connecting, you may see Action needed, no internet.
  2. Select Open browser and connect.
  3. Review the terms and conditions and privacy notice.
  4. Click Continue.
  5. Log in with your guest credentials:
    • If you already have an account, enter your details.
    • If not, select Create account, follow the on‑screen steps, then log in.

✅ Once logged in, you should stay connected to UoL‑Guest across campus.

Frequently Asked Questions❓

Why does Wi‑Fi stop working when I move around campus?

As you move between buildings, your device may try to reuse outdated network credentials. Forgetting and reconnecting refreshes the connection.

Should I use eduroam or UoL‑Guest?

Use eduroam if you are a student or staff member. UoL‑Guest is intended for visitors or short‑term access.

I used my email address and it didn’t work — why?

Eduroam requires your University username, not your email address. These are different even though they look similar.

Do I need to repeat these steps every time?

No. Once reconnected correctly and Connect automatically is enabled, your device should remain connected across campus.

What if the steps don’t fix the problem?

If the issue continues, contact IT Support.