1. What is the issue?
  2. What website/server/application were you trying to use when the issue occurred?
  3. When did the issue start?
  4. Is the issue still happening now?
  5. Does anything else work ok while the issue happens?
       a. Does your device say it's connected to a UI wired/wireless network?
       b. Can you access any UI sites, like the home page, ICON, MyUI, etc.?
       c. Can you access any internet sites, like Google, Wikipedia, etc.?
  6. Are you using a VPN or other privacy-oriented app or service while on-campus?
  7. Has there been any changes made to your device recently?
  8. Is your device fully up to date?
  9. Where does the issue occur? 
       a. Building and room number?
       b. Label on network wall plate (if plugged in)?
       c. Label on nearest Aruba wireless access point (if wireless)?
  10.  Please provide some details:
       a. HawkID?
       b. Wired MAC address (if plugged in)?
       c. Wireless MAC address (if wireless)?
       d. OS and version (examples: Win11, MacOS15.7)?
  11. How did you try to fix the issue before you contacted us?
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Article number
9011