Troubleshoot Streaming Devices

If you experience issues with a streaming device (e.g., Chromecast, Firestick, Roku, etc.) please review these troubleshooting steps prior to contacting the Technology Service Desk regarding WiFi issues.

This is for streaming devices only. Laptops, Smartphones, and other smart devices (e.g., tablets) should use the elonu-secure network.

Check your device's location

Most HDMI ports are located on the back of television sets. Unfortunately, TVs can act like giant WiFi-proof shields around streaming devices and actually block the WiFi signal.

Solution: We recommend that any streaming device be located above, below, or to the side of your TV. Never locate the device behind the TV.

Registering you device

Double check your device's registration information on the site. For information about registering, review our instructions. If your device has a status of "Pending", that is ok. The device should still be able to connect with the passphrase provided to you on the site.

Don't use an apostrophe ( ' ) in the device name, or you could get an "Error on Page" message.

Solution: Confirm that your device is registered with the correct MAC address of your device.

Locating your device's MAC address

The location of a device's MAC address varies by device manufacturer. Examples of how to locate MAC addresses on common devices are found on the elonu-connect page. Many streaming devices label the MAC address on the device itself or the packaging it came in. Some devices require the use of a helper application (e.g., Chromecast) or require you to use an onscreen menu (e.g., Roku).

Solution: You'll know you have the right MAC address if it looks like one of the following examples (note: your letters and numbers will be different).

  • 00-11-22-33-44-55
  • 00:1A:2B:3C:4D:5E

Connected WiFi with a bad signal

If you have performed the above steps, it might be time to contact the Technology Service Desk for further support.

Solution: Contact the Technology Service Desk via phone at 336-278-5200.

Prior to contacting us for support, be prepared to provide the following information:

  • Your name and other contact information (email and phone number)
  • Location - Building and Room Number
  • Username
  • Device Type (e.g., Chromecast, Roku, etc.)
  • MAC address of the device
  • Time and date the issues began
  • Any activity on the device
    • Did it fail to register on
    • Did the device fail to setup properly?
    • Did it work for a while and then malfunction?

Remember: The more details you are able to provide when contacting us, the quicker and more efficiently we can help you resolve the problem.


Article ID: 77846
Tue 5/7/19 2:47 PM
Fri 9/8/23 1:37 PM
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