DNS server not responding - public wifi connection

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  • Updated 5 months ago
We're a relatively new CE family, so I understand that there's a learning curve, but this one has me stumped. 

My oldest son is taking classes at the local community college, and we just got him a new laptop for school use. Installed CE on Friday, so today was his first day using the laptop at school. When he tried to connect to the school's WiFi, he wasn't getting any connection. Windows troubleshooting returned the "DNS server not responding" error. I had him check with the school's IT help desk, and they're only answer was "there's a program running on your computer that is causing this issue, uninstall it and you should be able to connect." 

As I'm not going to be able to do the direct troubleshooting on the specific wireless network myself, what can I do to try and resolve this? 

Thanks!
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Dan Wetherington

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Posted 5 months ago

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Robert B, Official Rep

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Dan,

Thanks for trying out CE! Let me offer some suggestions:
  1. If there is an antivirus program on the computer, temporarily remove it, and see if the laptop makes the connection.
  2. If there is an additional filtering program on his computer, remove it, and see how the laptop connects to the school wifi.
  3. Remove Filtering from his CE username, ask him to refresh CE and see how the connectivity works.
  4. Have your son call our Customer Service team at 877.479.1119. They're allowed to help him directly, and he's allowed to call us. If they run into an Administrative limit/rule, they're obligated to try contacting the Admin of the CE account. The Customer Service team is available until 11:45 pm (EST), Monday - Friday, and until 5:45 pm (EST) on Saturdays.
  5. if you want to contact them, you are free to do so as well. They also have live chat. But, experience tells me, having a Customer Service rep speak directly to your son, with his laptop on hand, will be far more efficient.
I know it can be frustrating to not connect. I hope that one of those suggestions makes a difference,

Robert

p.s. If there is an antivirus program, it might need to be configured. That simply means you're officially telling the antivirus program that CE is not a threat. Some antivirus programs will treat CE as a threat, until told otherwise. https://www.covenanteyes.com/support-articles/does-covenant-eyes-conflict-with-other-programs/

(Edited)