Troubleshooting issues with PioneerNet
Step 1 – Ensure that all Devices are Disconnected from Campus Wi-Fi Networks
Make sure that ALL OF YOUR KNOWN DEVICES are disconnected from PioneerNet. Examples of devices that can connect to this network are:
- Windows Devices
- MacOS Devices
- iPhones
- iPads
- Smart Watches
- Android Phones
- Android Tablets
- Other computers that can view an option to connect with a username and password to wireless networks
This is important to note because if a device has a cached password that is different from the current password for a point park account, soft locks from PioneerNet can occur and cause connectivity issues.
Step 2 – Try to Sign-on to PioneerNet with your Account Credentials
After forgetting PioneerNet on all devices, try signing into PioneerNet again with your account credentials. Username does not need to include the "@pointpark.edu" handle when trying to sign into the Wi-Fi network.
Step 3 – Contact the IT Help Desk for an Account Unlock
If steps 1&2 were attempted and still cause the error message "cannot connect to this network," the account used to sign into PioneerNet may have a soft lock due to too many failed attempts. The Help Desk can unlock the account by verifying account details over the phone at 412-392-3494, or they can do this in-person.
Note: Please provide your Point Park University ID in either instance as it is necessary for the technicians to verify your information and confirm account details.
Step 4 – If Issues Persist, Login with a "Known Good" Account and Repeat Steps
Calling in - If you called the Help Desk office and had your account unlocked yet still are receiving errors, have a friend or someone sign into the Wi-Fi with their credentials that is not experiencing connection issues, forget the network, and sign in with your credentials again to PioneerNet. If you do not have another person to assist with this, you can either bring the device to the Help Desk office or proceed to step 5.
In Person at the Help Desk office - Have the Technician assisting sign in with their account, forget the network, and then sign in with your credentials.
Sometimes a device will need a known-good connection to ensure that there is not a hardware issue and this can help bypass any cached information such as bad attempts that would leave a user locked out.
Step 5 – Reset Your Account Password
If the proceeding steps did not resolve the issue, then it is best to reset your password and start fresh. Password resets for Point Park University accounts can be done here:
If you are having trouble with the password reset portal, please call the Help Desk at 412-392-3494 or stop into our office on the 2nd Floor of Thayer Hall for assistance with this.
Note: All Passwords for University accounts must contain the following:
- Password length of at least 14 characters
- Must contain at least one uppercase letter (A through Z)
- Must contain at least one lowercase letter (a through z)
- Must contain at least one number (0 through 9)
- Must contain at least one special character (&. !, @, #, etc.)
Troubleshooting issues with PioneerNet-PSK
Create a Support Ticket Documenting Issues
If your device is not pairing to PioneerNet-PSK, you will need to contact the IT Department for further assistance as we will need to correct information on our end to properly assist further. You can create a support ticket with us by doing the following:
Please ensure to include the following when messaging us regarding the issues with PioneerNet-PSK and your device:
- Device you are trying to connect and it's MAC Address
- Any screenshots or pictures of error messages on the device or the mydevices.pointpark.edu portal
- Any other details regarding connection issues.
Troubleshooting issues with PioneerNet-Guest
Guest Wi-Fi access is only provided for specific events that requested access from Conference and Event Services. If you received information for how to sign onto this network and are running into issues, please reach out to us through a support ticket, emailing itsupport@pointpark.edu, or by calling 412-392-3494.