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Fix WiFi issues on an Apple Mac

Updated

If your MacBook, MacBook Air, MacBook Pro, or iMac is having problems connecting to WiFi or staying online, follow these steps to troubleshoot the issue.

Step 1 - Make sure you’re connected to the right network

Go to your device’s WiFi settings and check:

  • You are connected to ASK4 Wireless

  • If you’re trying to use ASK4 Wireless (802.1x) - make sure your device supports this login method

  • You’ve completed any login page actions that appear

Step 2 - Forget the network and reconnect

  • Open System Settings (or System Preferences on older macOS versions)

  • Go to Network > Wi-Fi > Details next to the connected network

  • Select Forget This Network

  • Reconnect to ASK4 Wireless

Step 3 - Disable VPNs

  • Some VPNs can block internet access

  • Temporarily disable them to test the connection

Step 4 - Reboot your Mac

  • Click the Apple icon 

  • Choose Restart

  • Try reconnecting after the restart

Step 5 – Disable Private Wi-Fi Address (Random MAC)

Some versions of macOS use a randomised MAC address for WiFi connections. This can cause your device to disconnect or repeatedly ask you to register.

To disable it:

  • Go to System Settings > Network > Wi-Fi

  • Select ASK4 Wireless

  • Look for Private Wi-Fi Address (or Limit IP Tracking)

  • Turn this option off

  • Retest your connectivity

Step 6 - Check your network settings

  • Go to System Settings > Network > Wi-Fi

  • Click the Details or Advanced button

  • Select the connected network

  • In the TCP/IP tab, set Configure IPv4 to Using DHCP

  • In the DNS tab, remove any custom DNS entries (if unsure) and ensure Automatic is selected

  • Click OK and then Apply

Step 7 - Update your macOS

  • Open System Settings > General > Software Update

  • Install any available updates

  • Restart your Mac

Step 8 - Use ASK4 Diagnostics on your mobile

Download the ASK4 Diagnostics app to test your connection: How to use the ASK4 Diagnostics app

  • Follow the on-screen instructions and ensure your mobile phone is next to your laptop when running the testing.

  • Once testing is complete, press the Share button when prompted and click Raise Support Request to share this with our Support team

Step 9 - Desktop diagnostics on your Mac (full details for Support)

If you still have problems, capture the following from the exact location where you see the issue (e.g. at your desk). These results help us identify WiFi environment, latency, and routing issues quickly.

Take full-screen screenshots

  • Use ⌘ + ⇧ + 3 (Command + Shift + 3) to capture your entire screen

  • Don’t crop — the time in the menu bar should be visible

  • Save files as .PNG or .JPG and name them by test (e.g. ping-gw.png)

Ping tests

We’ll test latency to Google and to your local gateway.

  • Open Applications > Utilities > Terminal

  • Open two Terminal windows (⌘ + N for a second window) and place them side by side

  • In window 1, run:

    ping -c 100 google.co.uk

  • In window 2, run:

    ping -c 100 gw

  • Wait until each shows ping statistics

  • Take a full-screen screenshot showing both windows and results

Traceroute (optional but helpful)

In Terminal, run:

traceroute google.co.uk

Take a screenshot of the full output.

D. Speed test (wired preferred if possible)

  • If possible, connect via Ethernet for this step

  • Go to www.speedtest.net and click Go

  • Screenshot the results (Ping, Download, Upload)

Scan your WiFi environment with NetSpot (free)

  • Download NetSpot (free) from www.netspotapp.com

  • Open NetSpot and allow location permissions

  • If prompted to upgrade, click Continue to use the free version

  • Arrange the window to show as many networks as possible

  • Expand the BSSID column so full values are visible

  • Sort the Level (SNR) column best to worst

  • Stand in the exact spot where you have issues (e.g. your desk)

  • Take a full-screen screenshot with the time visible in the top-right

e.png

Step 10 - Send your results to Support

Email your screenshots (and a brief summary) to support@ask4.com. Include:

  • Your full name

  • Building, address, block/flat/room

  • Contact number

  • ASK4 username

  • Your ASK4 issue reference number

  • A short description of what happens and when (e.g. only evenings, only bedroom, only on WiFi)

Still stuck?

  • Contact Support

  • Include your Mac model, macOS version, and any troubleshooting you’ve tried

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