AirPennNet-Help and XpressConnect: Known Issues


This page contains known issues with AirPennNet-Help and XpressConnect and identifies workarounds when they have been identified.

General issues

  • https:// pages are not found when connected to AirPennNet-Help.
    • Workaround Identified: This is expected behavior as there is not an https:// listener enabled. Users who receive a not found error should attempt to load a standard page such as: for the redirect to work.
  • Users of very old SecureW2 versions (<3.1) may not be able to connect after running XpressConnect.
    • Workaround Identified: Users should uninstall both the old version of SecureW2 and the new version, restart the computer, and re-run the XpressConnect process.
  • Out of date wireless drivers will cause SecureW2/XpressConnect to fail.
    • Fix Identified: Providers should obtain the latest driver from the device manufacturer, install the newer driver, and re-run the XpressConnect process.
  • Users of a non-Symantec antivirus product (a product other than Norton AntiVirus or SEP for OS X) may be prompted that antivirus software could not be detected.
    • Workaround Identified: XpressConnect is looking for the installed application on OS X computers. If LiveUpdate is not detected, users will see the antivirus warning. If a product is installed, users can disregard this warning.
  • Some users who were able to connect successfully to AirPennNet at the time of running XpressConnect may not be able to connect after rerunning the process. This seems to affect only currently connected/properly configured computers.
    • Workaround Identified: These users should reboot their computer and attempt to connect.
  • Some OS X Lion 10.7 users report issues reconnecting after their computer wakes from sleep/hibernate.
    • Workaround Identified: This problem can be avoid by turning off wireless connectivity before the computer hibernates or waiting sometimes over one minute before the connection is resumed. This problem can occur with any encrypted network.

XpressConnect may not work with all Ubuntu-based operating systems. The vendor has specified support for Ubuntu versions: 9.04, 9.10, 10.04, 10.10, 11.04, 11.10, 12.04, 12.10, 13.04, 13.10 and 14.04. While XpressConnect may work with other versions of Linux, it is unsupported.


  • Android devices using XpressConnect version 5.0.115 from the Google Play Store get stuck on "Authenticating" when attempting to connect to AirPennNet
    • Workaround Identified: Use XpressConnect version 5.0.110 instead, available from the AirPennNet-Help website to set up your Android device. NOTE: you will need to temporarily "Allow Untrusted Sources" in your Settings menu on the device in order to use version 5.0.110. Please see this page for further information about this issue.
  • Devices running Android 4.4 prompt for the "credential store" password, though one has not been set. 
    • Workaround identified: Enable "Screen Lock" through the security settings. Doing so will enable the credential store and will allow completion of the XpressConnect wizard. Then, follow the instructions provided by XpressConnect (some devices use 'password' while others are blank). Note: The Samsung Galaxy S5 fingerprint sensor will not secure the credential store. Be sure to use PIN or Password.
  • Android devices previously able to connect to AirPennNet fail after updating to Android 4.4 or newer
    • Workaround Identified: Uninstall XpressConnect, then 'Forget' both AirPennNet and AirPennNet-Help in WiFi settings. Navigate to Security settings and 'Clear credentials'. Reinstall XpressConnect from the Play Store, then reconnect to AirPennNet-Help and follow the prompts to reconnect to AirPennNet
  • Android users unable to download XpressConnect application from the Market while connected to AirPennNet-Help.
    • Workaround Identified: Users should disconnect from AirPennNet-Help to download the XpressConnect application from the Market. After installing XpressConnect, users should reconnect to AirPennNet-Help and complete the configuration.
  • Android devices install XpressConnect but fail to complete configuration via AirPennNet-Help
    • Workaround Identified: Devices need to have storage available to allow the certificate package to be installed on the device. Some, but not all devices that exhibit this behavior can be successfully connected by running through the AirPennNet-Help configuration a second time. For these devices, the second configuration cycle will work when the first did not.
  • Some Samsung Android devices running Android 4.4 are unable to connect during the XpressConnect wizard after installing the certificates, and display an error saying "Unable to connect to the network."
  • XpressConnect may not work with all versions of Android. The vendor has specified support for versions: 2.1 and newer
  • Inconsistent behavior among Android devices connecting to AirPennNet after configuration: Many Android devices have a user interface overlay which sometimes conflict with the native Android network and certificate management. This sometimes affects HTC devices with Sense UI, Motorola devices with Motoblur, and Samsung devices with TouchWiz. Devices with stock builds of Android are generally unaffected. If your user has a problematic device please provide the logs from the device to ISC Client Care.

BlackBerry OS

Devices running BlackBerry OS 10 can connect to AirPennNet using these settings. 

Note: You must first activate your BlackBerry before following these instructions. They will not work on devices out-of-box.

  • Open the Settings app.
  • Open Network Connections.
  • Select Wi-Fi.
  • Select AirPennNet.
  • In the Username field, enter your actual PennKey username.
  • In the Password field, enter your actual PennKey password.
  • Open Advanced.
  • Under Security Sub Type select TTLS.
  • Under Inner Link Security select PAP.
  • Click Connect to connect to AirPennNet.

BlackBerry OS 7 (and older) cannot connect to AirPennNet due to a lack support for the protocols used by the network.


  • .mobileconfig file does not load. AirPennNet-Help uses a .mobileconfig file to configure AirPennNet on iOS devices that will not load if the short DHCP lease on AirPennNet-Help expires.
    • Workaround Identified: Users encountering this issue should remove existing profile for AirPennNet, power cycle their device, reconnect to AirPennNet-Help and run through the process immediately.
  • Device will reconnect to AirPennNet-Help or AirPennNet-Guest after the AirPennNet profile is installed.
    • Workaround Identified: These networks are automatically "forgotten" in iOS 5.x and later. For pre iOS 5 releases, wireless networks that users don't wish to connect to should be "forgotten." In Settings-->Wi-Fi , click the blue ">" next to the SSID and click the "Forget this network" button. This needs to be done for each wireless network that needs to be removed.

Windows Phone 7/8

Windows Phone does not currently support the protocols in use by AirPennNet. This may be addressed in a future version of the platform.

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Date Posted: April 5, 2013 Tags: Technical Info, Provider Resource, Wireless

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