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4 Posts

06-03-2020

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Moto G7 will not Connect to Uni wifi after Android 10 update.

2020-06-03, 4:34 AM

I sat and used the uni wifi to download and install the android 10 update. When my phone rebooted it no longer connected to the 2 wifi networks at my uni.

I've tried everything short of restoring the phone to factory setting please don't suggest I do any of the following I've:

 - Force restarted

 - Toggled wifi/airplane mode etc.

 - forget and reconnect to networks.

 - resetting wifi

 

Nothing has worked. Home wifi works fine.

 

Build number: QPU30.52-16-2

 

Network details: 

EAP: PEAP

Phase 2 Auth: None

Ca Certificate: None

Identity: yes

anonymous identity: none

password: yes

No proxy

IP Settings: DHCP

 

The closest thing i could find are these forum posts:

https://support.google.com/android/thread/20401266?hl=en

I cannot change the router setting as this is a uni network

 

https://support.google.com/android/thread/15729761?hl=en

I do not have the option to change the random mac address setting for this network.

 

Thanks for any help, I'm quite sure this is still under warranty until the end of the month as well so please let me know if I should be claiming warranty.

 

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10448 Posts

03-05-2018

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Re:Moto G7 will not Connect to Uni wifi after Android 10 update.

2020-06-03, 17:17 PM

Hi pakun,

 

I appreciate the troubleshooting you've tried. Can you please confirm what is Uni WiFi? Also, are you able to see the network? If so, what happened when you're trying to connect - Any error message?

 

 

Best regards,
Rich
Motorola-Lenovo Support



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Re:Moto G7 will not Connect to Uni wifi after Android 10 update.

2020-06-04, 2:42 AM

Hi Rich,

 

Thanks for getting back to me "uni wifi" is my university organization wireless including eduroam. I've provided the details that would be used to connect to it, essentially it uses an organization login to get access rather than a regular wifi password used in home networks. I have verified there is no issues with the network.

 

When I try to connect there is a split second where it tells me it's "connecting...." then changes to "disabled" and will not try to connect again.

 

Thanks,

Pakun

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Re:Moto G7 will not Connect to Uni wifi after Android 10 update.

2020-06-04, 2:44 AM

I'll just add to this, sometimes when i try to connect it'll just say "saved" under the network without connecting.

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Re:Moto G7 will not Connect to Uni wifi after Android 10 update.

2020-06-04, 14:22 PM

Hi pakun,

 

Thanks for confirming. Have you coordinated with your school's faculty/IT? Can you please try connecting to the WiFi while the phone is in safe mode?

 

To Enable Safe Mode
1. Press and hold the Power button until Power off comes up on the screen.
2. Touch and HOLD Power off on the screen until reboot to safe mode appears.
Just turn off and on the phone to boot back to normal mode.

 

Best regards,
Rich
Motorola-Lenovo Support



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Re:Moto G7 will not Connect to Uni wifi after Android 10 update.

2020-06-05, 5:42 AM
  1. Spoke to IT. They verified my settings and said it's working for everyone else, must be an localized issue with my device.
  2. Just tried it. Exact same behavior. 

 

Is there any updates to MAC address handling or network internet handling in the new update that I can look into?

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Re:Moto G7 will not Connect to Uni wifi after Android 10 update.

2020-06-05, 13:54 PM

Hi pakun,

 

Thanks for confirming. I'd like to raise this to our WiFi engineers. Can you please send me a WiFi bug report?

 

1. Go to Settings -> About Phone -> Tap on Build number 7 times on the build number to go into the developer options mode]
2. After the above steps, Developer options will be enabled.
3. Go to Settings ->Developer options -> Enable USB debugging > Toggle On
4. Enable Settings -> Developer options -> Enable Bug Report shortcut > Toggle On
5. Enable Settings -> Developer options -> Enable Wi-Fi Verbose Logging > Toggle On
6. Once the issue is reproduced, Go to Settings -> Developer options -> Click on take bug report or Press Power button and then choose Bug Report from the Power down menu.
7. Wait for some time until the bug report is collected. It takes around 3 to 4 minutes to collect the Bug Report.
8. Then upload the BugReport to your personal Google Drive and then share the link to the BugReport via a private message.
9. Provide observations of what you saw happen right before the bug report was taken. Please indicate the time that you observed the behavior in local time.

 

Note: Make sure that you turn developer options OFF after creating the bug report. Otherwise, it can cause issues on the phone with the additional logged being enabled in the background.

 

Please provide the following information as well:

 

Make/Model of router:

Security protocol used: (WEP, WPA, WPA2)

 

Best regards,
Rich
Motorola-Lenovo Support

 



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4 Posts

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Re:Moto G7 will not Connect to Uni wifi after Android 10 update.

2020-06-06, 6:11 AM

Hi Rich,

 

I've uploaded the file, and messaged you with the link.

 

The time was around 15:20 local time.

Wifi behavior was the same as I described earlier. Treid connecting to 2 different networks, briefly shows connecting then stops and says either "Saved" or "Disabled"

 

Thanks please keep me updated if you can.

 

Pakun.

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Re:Moto G7 will not Connect to Uni wifi after Android 10 update.

2020-06-08, 13:03 PM

Hi pakun,

 

Thanks. I will share the report with the team. I will let you know as soon as I have updates. 

 

Best regards,
Rich
Motorola-Lenovo Support



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1 Posts

09-16-2020

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  • Message 10 of 11

Re:Moto G7 will not Connect to Uni wifi after Android 10 update.

2020-09-16, 4:45 AM

Hey, I'm having this exact same problem with my school's WiFi. Any updates?

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