PTC Wi-Fi Troubleshooting

If you are having issues connecting to the PTC Wi-Fi, please follow these steps to make sure that you can connect and have a trouble-free experience. Before using these troubleshooting steps, make sure that you do not have malicious software installed on your device that can hinder a successful connection.

Please note that Anti-Virus software can hinder a successful connection to wireless via a captive portal, which PTC uses for authentication of devices and users. Anti-Virus software may use a mechanism that is called DNS protection, DNS proxy, DNS tunnels or Malicious URL blocking. Each vendor will have their own branding of this feature. This mechanism will not allow a successful connection via a captive portal. Also note that pausing or stopping Anti-Virus software during troubleshooting does not pause or stop DNS protection, which hinders successful connections

  • Verify that your time and date are set to the current time, date and time zone, since this can hinder a successful connection.
  • Verify your wireless is on and working properly. There is usually a visual indicator on the mobile device. Turning it on will vary by device, please consult your manual or tech support for your device.
  • Verify you are connecting to the PTC Wi-Fi ID. You can do this from your Wi-Fi connections, which vary by operating system.

  • Verify you have a DHCP assigned IP address of 10.80.x.x, 10.81.x.x or 10.82.x.x. If your IP address is statically set, you will need to change it to DHCP, which will vary by operating system

    • Checking your IP address on the Windows OS
    • Hit the “Windows Key and The R key” at the same time
    • Type CMD followed by the Enter key
    • This will open a black dialog box
    • Type ipconfig /all followed by the Enter key, in the dialog box
    • Checking your IP address on the MAC OS
    • On the “Apple” menu select “System Preferences”
    • Select “Network” then select your “Wi-Fi” connection in the left column
    • You will see your IP and DNS info in the right column
    • Verify your DNS is not statically set. The DNS settings will be in the information from the above procedure.
    • The DNS server should be either 10.80.0.2, 10.81.1.1, 10.82.1.1 or 10.83.1.1.  If your DNS server is statically set you will need to change it to DHCP, which will vary by operating system.
    • Verify a proxy server is not set for your web browser. Both Chrome and Internet Explorer use the same setting. Other browsers will vary in where the setting is changed.
    • Edge Browser
    • Click the three dots in the upper right corner of the browser's toolbar
    • Click on “settings”
    • Scroll down to “Advanced Settings” and click “View advanced settings”
    • Click on “proxy settings”
    • Make sure that “Manual proxy setup” is set to “off”
    • Internet Explorer
    • Click the gear icon in the upper right corner of the browser's toolbar
    • Click on “Internet Options”
    • Select the “Connections” tab
    • Click on “LAN Settings”
    • Make sure that “Use a proxy server for your LAN” is set to “off”
    • Verify connectivity using Internet Explorer or the Edge browser
    • Type www.google.com in the address bar of the web browser
    • If you are still having issues enter https://10.80.0.2/captive-portal in the address bar
    • You will need to click ignore on the certificate error, by clicking “continue to this website”
    • You can then log into the Wi-Fi Portal and authorize your device using your PTC credentials

After completing these troubleshooting steps and you are still having a problem, please contact your Anti-Virus provider for further troubleshooting.   Listed below are common support URLs for leading Anti-Virus products.

Common Anti-Virus Support Contact Information

Avast - https://www.avast.com/en-us/support

McAfee - https://home.mcafee.com/root/support.aspx

Kaspersky - http://support.kaspersky.com/us

Norton by Symantec - https://support.norton.com/sp/en/us/home/current/info

Bitdefender - https://www.bitdefender.com/support/

ESET Nod32 - https://www.eset.com/int/support/contact/

AVG AntiVirus - https://support.avg.com/?l=en

Webroot - https://www.webroot.com/us/en/support/support-home

Trend Micro - https://esupport.trendmicro.com/en-us/default.aspx

F-Secure - https://www.f-secure.com/en_US/web/home_us/support/contact-support

Emsisoft Antivirus - https://www.emsissoft.com/en/support/contact/