WiFi authentication issues

Recently my Droid Razr has been having issues connecting with WiFi. When signing into a network it gets stuck on authentication. It's not my home router because my other tech items aren't having issues and it's not just happening at just at home, it's happening at different wifi locations, thoughts?

Accepted answers

kenmerle

FYI

My problems were solved just by having my modem replaced by my ISP which happens to be Verizon. Apparently and this seems to be a problem that many are encountering is that the update is not compatible with a variety of modems.

All comments

Verizon_Support

Hello Stone86! I've got a wireless router in my home as well, and have set up my wife's Droid RAZR to connect to it as well. It's a great way to keep those data usage alerts away from our front door! I see that you're not seeing any issues authenticating/connecting your other wireless devices to your router, but I don't see that you've ever tried to connect your RAZR to any other WiFi service (such as one would find in a restaurant or other public establishment). I recommend trying that. If you're still seeing problems, let me know by posting back. If you have no problems connecting, then I recommend contacting the manufacturer of your home router.

Dion M.

VZW Support

Follow us on Twitter www.twitter.com/vzwsupport

jwo1214

I too have connectivity issues with my home router and work router. Both of these by coincidence are Belkin routers. Has there been any known problems with the Razr M and Belkin routers? Sometimes unplugging the router and letting it reset fixes the problem but if I go out of range and come back then the issue of connecting is once again a problem. Just a pain in the you know what to have to unplug the router every time I need WiFi. Any suggestions??

unknown

Well there may be a couple of things to try. First check your router to see if there are any firmware updates. You must type 192.168.1.1 to access your router. It will ask for a username and password. If you never changed either on setup, the user name is admin and the password is password.

This information is available in your router paper documentation or from the manufacturer web site, just look under their search for your device.

If there is a firmware update, the router will give instructions on how to download the file (older models require you to save the file to your desktop) and when at the firmware update section of your router will require you to locate the file (on the desk top) and then run the update.

Secondly, you may have an Internet connection issue either from Cable broadband or DSL or FIOS. Sometimes you can unplug the modem and count to 20 and plug it back in to reset its self. Also unplug the router and then plug in the modem and then router and wait for a stable connection.

Third, in your wifi settings on your phone clear the connections that are listed, then rescan for networks. If you see your router listed then click on it and connect. It will ask you for your WEP Key (very low protection) or your WPA/PSK ( Better security) enter the key and select the save connection tab.

Then it will remember the wireless network each time you need it. It will log on and connect or reconnect without any user imput.

Good Luck

gwenzz1972

Don't mean to butt in, but I was following this post hoping to get an answer to my question.

As of this morning (March 13, 2013) my Razr has updated to the latest (I'm assuming Jelly Bean) operating system. Since then it WILL NOT connect to the home network anymore. I've tried ALL suggested fixes on this forum with no success. My wife's Apple devices (iPhone, iPad & MacBook) all continue to recognize and connect with the network. The ONLY changes within this household to the wireless network involve the OS update on my RAZR.

What gives???

Yes, I've tried clearing the WiFi screen.

Yes, I've gone in and confirmed my router's settings (no changes).

Yes, my phone "sees" the network and that it is secured.

NO, it will not connect....with or without the password.

What are my options?? Can I go back to the old OS?? The WiFi option is invaluable to me regardless of my unlimited data plan.

HELP!!!

kenmerle

I am having the same issue and so is my husband. We upgraded on different days. Have spent countless hours on the phone with Verizon and they act like they don't know about this issue.

I have tried rebooting my modem, forgetting the network and reentering on the phone , etc. no success.

I am able to sign on to wifi everywhere else both free wifi as well as at work and at a friends home. Can not figure out any settings I can change in the phone. It sees my network and just says poor signal (signal is actually very strong) and connecting and doing nothing.

Am using a Westell modem that Verizon provided for my DSL service. It's combination modem/router and hooked to main computer by ethernet.

Anyone who has any ideas what we can do would be appreciated as I cant spend another three hours with tech support and getting nowhere. Internet Verizon blames cell phone. cell phone says it must be internet. Motorola also says they think its the phone. That sounds a bit weird unless all of us have defective phones.

Obviously its a software problem that affects some users.

kenmerle

Have you been following this thread. This seems to be a problem for several verizon customers. I have been on the phone with Verizon multiple times since last week since my update. My phone connects to wifi everywhere but my home. I see my network but it wont connect. Verizon wireless said try replacement phone. Why do this if including my husband who got the update after me has the same problem. This is definitely not a phone issue. Motorola doesn't have an answer. My modem is working so the internet tech support from verizon say its something with the cell phone.

Would be really helpful if all the units in Verizon could team together to provide a constructive solution to this problem.

If you have any suggestions please post a reply. Thanks.

rfimbres

I am having the same issue my phone updated to 4.1.2 and now I can not acess the wifi at my home it says good signal but when try connecting to it says poor and never connects . i thought this may be a phone issue but it connects fine everywhere else i go work , free wifi peter pipers etc etc but ever since the update my phone will not connect at home now. it was always a good strong connection before the update. my wifi laptop works great at home and so does my childrens ipod, and kindle its not the wifi at home. I feel its something to do with the update???

any input ???

kenmerle

PROBLEM SOLVED.

AFTER NUMEROUS CALLS TO VERIZON GOT THEM TO SEND ME A REPLACEMENT MODEM

VOILA

IT CAME IN THE MAIL TONITE.

ACTIONTEC

HOOKED IT UP AND ALL MY DEVICES INCLUDING MY CELL PHONE ARE ALL ONLINE.

QUESTION IS WHY DID I OR ANY OTHER LOYAL VERIZON CUSTOMER NEED TO SUFFER AND STRUGGLE WITH TECH SUPPORT FOR SOMETHING AS SIMPLE AS THIS

IF ANY OF YOU HAVE MODEMS THAT ARE SEVERAL YEARS OLD MY GUESS IS WE ALL NEEDED NEW MODEMS

NOT EVERY UPDATE IS BACKWARDS COMPATIBLE

unknown

I have a suggestion, but it may cost you money up front but you may be able to borrow a Repeater which when set up at your home gives off a seperate wifi signal which you can see if your phone connects ok to it.

I have a repeater out in the yard house which I and my friends use for better signal strength during our yard parties.

the cost is from $40 to $100 depending on name brand. most repeaters will work with different brands of routers.

if you can then connect to your home network on this repeater then you know the problem lies not with the phone but your router. the router may need a firmware update.

As others have said the problem of the Jelly Bean update has not affected all cell phones nor just one brand of phone. otherwise the cell company would be getting calls from everybody .

One of the upgrades with Jelly Bean is better wifi. So I wonder.

kenmerle

As I said in an earlier post I had the same issue and spent a week calling Verizon and really not getting anywhere. My suspicion that it was my home modem/router was CORRECT. Yes the modem was working via ethernet to my home computer and had good signal and my other devices were connecting but it was the only thing that I could think of since I was getting wifi on the phone every where else. My particular modem had no available firmware updates or any settings that I could change.

Within ten minutes of hooking up the new modem , an Actiontec, and setting up my wpa network I was on with no problems.

I would suggest you request a replacement modem from whomever is your internet service provider.

rlkroll

I have a Droid Razr and my update took place the evening of 3/15/13. My issue is connecting to wi-fi outside my house. My home wi-fi connection has been working fine but I no longer get a 4g signal (which I got at home prior to the update).

I cannot to connect to my work wi-fi even though the signal is strong. It cycles through connecting but never establishes a connection. I have tried unplugging the router and shutting down my phone, I have forgotten the network & found it again, I have unchecked the box for "avoid poor connections." We use WPA2 for security on our work router. My 2 co-workers have iphones and their both continue strong wi-fi connections.

Also, I can't connect to local free wi-fi networks, either. I have not been to a restaurant or store to try a connection there yet.

Geno_from_Reno

About a week ago my update installed on my phone bringing the version to 4.1.2. After the update, I notice that many of my apps lag as well as the time it takes for my screen to auto-rotate when I turn it sideways. The other thing I noticed was that my wi-fi doesn't work as well as it used to. I used to have good signal everywhere in my house and even out in my attached garage. After the update, my phone shows the signal is not as strong as it was prior to the update. There are even areas in the house that have no signal. If I am using my browser, sometimes I get the message "no internet connection" and I now don't get any signal in my garage. Sometimes when sitting still, the signal level will go from good signal to no signal. After I noticed these things, I asked my wife who also has a Razr Maxx if her phone updated too. She said her phone updated too. I asked her if she noticed anything different and she described the exact thing I was noticing and it happened right after the update. Nothing else with the wi-fi in my house changed. My symptoms are a little different than what others are noting in this thread. I get signal, just not as good as it used to be.

What can I do to speed my phone back up and not be so unresponsive as well as improve my signal back the way it was? Can I roll back to my previous version? I bought my phone for the way it used to work. I'm really disappointed in the way it performs now after the most recent update.

gwenzz1972

Just wanted to share an update to the "situation" being discussed.

I just got off the phone with Level 3 Motorola customer service. Why Level 3??? Don't know, and I can't explain the difference in Levels. Anyway....the gentleman was quite pleasant and offered some information I had a feeling I was going to hear. It would seem the update in Operating Systems from ICS to JB caused a problem in WiFi communication with SOME networks that operate with old or outdated technology. For example, my in-home modem/wireless router is an Actiontec GT724-WG. I've had it a couple/few years and there is NOT an available update for it's firmware on Actiontec's website. Therefore, it is NOT able to establish a connection with my Droid RAZR while running the new OS. The gentleman acknowledges the issue, apologizes but states it's not a correctable issue as long as the new OS is in place. He tells me I can not revert to ICS (Ice Cream Sandwich) OS on the phone. Oh well. So, MY options are deal with no WiFi on this older equipment or buy a new router/modem.

Not everyone will have this issue, so best of luck to those of you have this problem!!

Oh well....just thought I'd share. Best of luck everybody!!

unknown

Even though this situation is problematic to a small number of users, it still is no difference than when Microsoft and other companies have patches and new system updates.

A cheap router will be around $35 or $45 dollars. but if it does not work you can return it to the store. The new router will probably need an update to the Firmware even my new a/c router needed updates and it was just released by Netgear.

A pain I know.

TK24

I have not been able to connect to my home wi-fi since the last update. I understand on all the responses that I may have to purchase a new router. Why? It was connecting fine before the update, but not after. Why would Verizon force me to update to something that doesn't work as well as before? The bigger Verizon gets the more like AT&T they become.

DRANS

I have the same problem with my phone and my wife's. They are both Droid Raz's. which got an OS upgrade this week. I spoke with Verizon Wireless and Motorola andthey both confirmed that my Westell VersaLink 327W DSL modem/router was no longer supported. It is "old as dirt" got it when I first went to DSL with Verizon. Since then Verizon was bought out by FairPoint Communications in NH. I called FairPoint today and bundled my phone and internet services and I am now paying less for phone and internet and I told them about my modem problem and they will be shipping me a new one and waived the fee. I am sure your problem is with your modem/router. Call Verizon Wireless Support or Motorola Support with the make and model of your modem/router and ask them if it is still supported. If it isn't, contact your ISP and see if the are willing to ship you a new one for free.

mbeer

Same for me. I have not been able to connect from my Razr to my wireless router since the last update, 98.72.16.XT912.Verizon.en.US on 3/22/2013. I have Verizon DSL at home as well, with a Westell VersaLink 327W DSL.

All other devices work.

Mike

tikibar1

mbeer wrote:
Same for me. I have not been able to connect from my Razr to my wireless router since the last update, 98.72.16.XT912.Verizon.en.US on 3/22/2013. I have Verizon DSL at home as well, with a Westell VersaLink 327W DSL.
All other devices work.
Mike

According to another post, it appears that your router is not supported with the new update. :smileysad:

https://community.verizonwireless.com/message/946883#946883

Verizon_Support

Hey Geno_from_Reno!

Software updates are designed with the goal to enhance your wireless experience, not create a situation where it downgrades it. But never fear, because this VZW agent wants to get you back at the speeds you were browsing prior.

Of course, given the situation at hand, I'm terribly sorry for the complications. Between some of the lag and the Wi-Fi, we definitely have the tools to help troubleshoot. And since you didn't have the issues before, I'm confident that although we can't go back to the previous version, that my recommendations will help. For starters, my advise would be to remove the Wi-Fi connection http://vz.to/14R80EZ . Then go back to re-add the connection http://vz.to/PS3G0Z . Additionally, since you have experienced some noticeable lag, I would put my device into safe mode http://vz.to/rxg0ii . That will disable all third party apps so we can better isolate the issue and see what may be causing the problems. I hope this helps out and turns things around for the better (which is what you deserve)!

EvanO_VZW

VZW Support

Follow us on Twitter @VZWSupport