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Fix WiFi issues on a Chromebook

Updated

If your Chromebook isn’t connecting to WiFi or the connection keeps dropping, follow these steps to get back online with ASK4.

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 and reconnect to the network

  1. Click the time in the bottom-right corner

  2. Select the Settings gear

  3. Go to Network > Wi-Fi

  4. Click the arrow next to the ASK4 network

  5. Select Forget

  6. Reconnect to ASK4 Wireless

Step 3 - Restart your Chromebook

  • Hold the Power button and choose Shut down, or

  • Click the time > Power icon, then turn the Chromebook back on

Step 4 - Disable VPNs or extensions

Some VPNs or extensions may prevent you from connecting properly. Try disabling them temporarily to see if it helps.

Step 5 - Ensure your device is registered on your account

  1. Go to https://signup.ask4.com/ 

  2. Select Already Signed Up

  3. Log in to your ASK4 account

  4. Select Enable this device if prompted and test again

Step 6 - Check IP settings

  1. Go to Settings > Network > Wi-Fi

  2. Click the arrow next to your current network

  3. Under Network, ensure it says Connected and IP starts with 10.

  4. Under Name servers, make sure Automatic name servers is selected

If your IP starts with 192. or another value, you may be connected to the wrong network.

Step 7 - Update ChromeOS

  1. Go to Settings > About ChromeOS

  2. Select Check for updates

  3. Install any available updates and restart

Step 10 - 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

Still having trouble?

  • Go to https://myaccount.ask4.com 

  • Contact Support and let them know:

    • Your Chromebook model

    • What steps you’ve already tried

    • Any error messages or unusual behaviour

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