For students at Utah Tech University, an upgraded Wi-Fi system has been creating connection issues.
Students and faculty have often been left looking for alternatives.
“I have been having issues on my laptop. I can’t connect to the internet sometimes and in classes as well,” said Drew Larsen, a senior software engineering student and teaching assistant in the Smith Computer Center.
Mark Walton, the Chief Information Officer of Utah Tech’s Information Technology Department, said the recent problems have been with Wi-Fi rather than the university’s actual internet connection.
How Campus Wi-Fi Works
Utah Tech receives its internet connection through the Utah Education Network, which provides internet access to schools and universities across Utah.
Walton said the university has two separate connections through UEN, providing redundancy if one connection experiences a problem.
From there, the connection is distributed throughout campus through wired and wireless networks. Computer labs and many employee workstations connect through physical cables, while laptops, phones, tablets and other personal devices typically connect through Wi-Fi.
The wireless network depends on access points placed throughout campus.
“We manage close to 1,000 wireless access points spread across campus,” Walton said.
These access points provide wireless coverage inside campus buildings as well as some outdoor areas.
What Caused The Problems?
Over the summer, Utah Tech’s IT department completed a major upgrade to its wireless system, including new equipment and software designed to make Wi-Fi faster and more secure.
The university also upgraded some of the computing infrastructure supporting the network.
When thousands of students returned to campus and began using the network at full capacity, problems surfaced.
“Whenever you make changes this significant, some problems only surface once the system is handling campus traffic under a full load,” Walton said.
According to Walton, two separate issues were identified. The first involved gaming consoles, particularly Xboxes in campus housing, having difficulty staying connected to the new wireless equipment.
The second involved computing resources that needed adjustments to handle increased demand.
“We caught this and made the necessary changes, and that issue has been resolved,” Walton said.
A fix for the gaming console issue was scheduled for Saturday, Sept. 5.
Students Find Ways To Stay Connected
Students have found several ways to work around the problems, including using phone hotspots, finding other networks and completing assignments offline.
“I’ve been setting up hotspots on my phone,” Drew Larsen said. “Connecting to different Wi-Fi here … and I’ve also just been doing homework without Wi-Fi and figuring out a solution later to connect to it.”
Jason Flake, a senior software engineering student and teaching assistant for astronomy, said he experienced problems while living on campus earlier in the semester.
“You’d have to bootstrap together something with a hotspot, or, you know, just wait and hope that it connects eventually,” Flake said.
While the problems have not completely prevented him from completing his assignments, he said losing access to online resources can still be frustrating.
Faculty And New Students Are Affected
The problems have also affected classrooms. Drew said some professors have been unable to connect to the network and that he has sometimes helped them by setting up phone hotspots.
For students who have been at Utah Tech for several years, finding a workaround may be easier. New students may not know how to navigate the university’s technology systems.
“I imagine the first people who are here as freshmen, they’re not having a good time,” Drew said.
What Happens Next?
Walton said IT has already resolved the computing issue and is continuing to work with its equipment manufacturer on the remaining wireless problems.
If the scheduled fix does not completely solve the issue, Walton said the university will continue working toward a solution.
“This isn’t something we’re going to walk away from,” Walton said. “We know reliable Wi-Fi in campus housing matters to students, and we’re committed to getting it right.”
Walton said students should continue reporting connectivity problems because those reports help IT identify issues.
“Students letting us know when something isn’t working right is one of the best ways we find out about issues,” Walton said.
New problems may surface as the university adjusts to the new Wi-Fi system for ultimate long term improvement.
