That's a really good question. It sounds like we are in the same predicament as your school. Like you, we tend to be more reactive when we observe issues with wireless ourselves (APs disassociating, etc.) or someone taking the time to report an issue (we are even monitoring twitter for complaints). If someone has a magic bullet, I sure would be interested in hearing about it.
Don Sullivan Network Administrator Samford University 205-726-2111 From: The EDUCAUSE Wireless Issues Constituent Group Listserv [mailto:WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU] On Behalf Of Alexander, David Sent: Thursday, April 02, 2015 3:10 PM To: WIRELESS-LAN@LISTSERV.EDUCAUSE.EDU Subject: [WIRELESS-LAN] troubleshooting wireless issues I'd like to know what other schools are doing to proactively troubleshoot wireless issues on your campus. Our network team does a great job of troubleshooting end user wireless connectivity issues when a customer calls the Service Desk to report an issue, but end users don't like to call our Service Desk to report issues. Because of this, end users assume our network sucks or they try their own workarounds (eg. using cellular data, etc.). What level of success do you have with customers contacting your Service Desk about connectivity issues? Do you do anything to proactively find out if customers are having connectivity issues? It seems like a lot of the issues are on the client side (eg. updating Surface Pro drivers, applying a Mac fix, etc.). What approaches are you using to communicate about device specific issues? I'd appreciate any feedback you have on how you are approaching this issue on your campus to improve end user experience with your wireless network. Thanks, Dave ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/. ********** Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.
