Troubleshoot Wi-Fi connectivity on iPhone and iPad
Apple devices can connect to various Wi-Fi networks, but configuration and connection issues can prevent successful connectivity. Know how to identify network types, recognize connection indicators, and systematically diagnose issues to provide targeted solutions.
Understanding Wi-Fi network types
Apple devices connect to different Wi-Fi network types with varying security and performance levels. Help users identify and differentiate between secure modern networks and older networks that display security warnings. Understanding these network types helps you guide users toward appropriate connections and explain why their device recommends certain networks over others.
Note: Contact your organization’s network administrator to verify compatible Wi-Fi network protocols.
Secure networks (Lock icon present)
WPA3 Personal/Enterprise: Strongest security available on iPhone 7 or later, iPad (5th generation) or later.
WPA2 Personal: Reliable 128-bit encryption on all Apple devices.
Enterprise networks: Advanced authentication requiring certificates or organizational profiles.
Open networks (No lock icon)
Public networks: No password protection, show no security indicators.
Captive networks: Require portal sign-in after initial connection.
Networks with security warnings
Deprecated networks (WEP/TKIP): Display “Weak Security” warning due to outdated encryption.
Authentication failures on secured networks
What to look for:
Lock icon appears beside Wi-Fi network name.
Password prompt appears but connection fails.
“Unable to join network” error messages.
Steps to take:
Verify that you have the correct password for the Wi-Fi network.
Have the user forget the network in Settings > Wi-Fi, tap the Info button next to the network name, then tap Forget This Network.
Attempt to reconnect by selecting the network and entering credentials.
Contact your network administrator if the password is unavailable or authentication continues to fail.
Connection issues with captive networks
What to look for:
Network connects but welcome page doesn’t appear.
Welcome page appears but authentication fails.
Connection established but no internet access.
Steps to take:
Wait for the welcome page to appear after tapping the network name.
If the captive portal page doesn’t appear, have the user manually navigate to captive.apple.com in Safari.
Complete the portal authentication process.
Verify that fees or charges may apply when using captive Wi-Fi networks.
Devices won’t automatically rejoin known networks
What to look for:
Device doesn’t automatically connect to previously joined networks when in range.
Auto-Join appears dimmed in network settings.
Users must manually reconnect to familiar networks.
Steps to take:
Check Auto-Join settings in Settings > Wi-Fi, tap the Info button next to the network name.
Enable Auto-Join if it’s disabled.
Have the user forget and rejoin the network to refresh stored credentials if automatic connection continues to fail.
Connected to Wi-Fi but no internet access
What to look for:
Device doesn’t automatically connect to previously joined networks when in range.
Auto-Join appears dimmed in network settings.
Users must manually reconnect to familiar networks.
What’s happening:
The device successfully connects to the Wi-Fi network but can’t reach internet services, often due to DHCP configuration issues, DNS problems, or network outages.
Steps to take:
Test the same Wi-Fi network with another device to determine if the issue affects multiple devices.
If other devices also can’t access the internet, contact your network administrator about potential service outages.
Check DHCP settings by going to Settings > Wi-Fi, tap the Info button next to the network, and verify that IP address, subnet mask, and router information appear correctly.
Try connecting the device to a different Wi-Fi network to confirm the device’s networking functionality.
Device can’t connect to any Wi-Fi networks
What to look for:
Connection fails across multiple different networks.
Wi-Fi networks appear in the list but connection attempts consistently fail.
Device previously connected successfully to these same networks.
Steps to take:
Restart the device to refresh network services.
Verify that Wi-Fi is enabled in Settings > Wi-Fi.
Test connecting to a different Wi-Fi network in another location.
If connection issues persist across multiple networks and locations, reset network settings in Settings > General > Transfer or Reset iPhone (or iPad) > Reset > Reset Network Settings.
Note: Resetting network settings removes all saved Wi-Fi passwords, VPN configurations, and cellular settings.