I can't get a ShawPasspoint configuration profile for my 7th Generation iPad (2019) running IOS 13.2. I had no problems getting it set up on iPhone 6s (also running IOS 13.2).
I've done several factory resets to the device, as well as reset the network settings. I've manually cleared the device in myShaw (and re-entered it) to no avail.
I can confirm that the iPad will pick up the Shaw Open wifi network at a hotspot, but I prefer the security of using the passpoint authentication protocol.
I've been through the forums, and cannot find any helpful answers. I'm not interested in some moderator's cop-out answer that "the issue is with Apple." If there's an issue between Apple devices and Shaw protocols, it's Shaw who needs to fix their system.
Can someone please get back to me with a solution, workaround, or at least a technical explanation of what the problem is?
Thanks in advance!
@shaw_user1 this is very similar to the issue posted here. If you re-imaged a previous iPad onto your new iPad, it copies over the Hotspot 2.0 profile which causes a mismatch when trying to set up the new iPad. You advised that you did a factory reset to the device, is it a blank slate factory reset that you completed? If so, you should be able to prompt the download for the Hotspot 2.0 profile for it to work properly.
That is the thread I was making reference to in my original post (ie. this is a Shaw problem, not an Apple problem).
When I set up the phone, everything pretty much “automagically” worked. I was notified a profile would be sent to me, and it was installed in Settings>General>Profiles>Configuration Profiles.
This process does not happen with the iPad.
I can manually enter the MAC address of the iPad on my.shaw.ca>My Services>Internet>Shaw Go Wifi>Add device. (I’ve also tried https://www.shaw.ca/wifi/get-connected/). This does not prompt Shaw’s system to send the Passpoint certificate.
Like I said earlier, I’ve cleared/flushed/reset everything I can do at my end to try make this work (several times).
Can you confirm that you will bring this to the attention of someone at Shaw’s IT department, have them look into a solution, and keep this thread updated? It would be an appreciated gesture of good customer service. (ie. “...there is a known issue with Apple devices where it causes a profile mismatch for Hotspot 2.0/Passpoint. I haven't heard of any updates from Apple at this time to fix this problem.” is not an acceptable answer).
Thanks in advance!
@shaw_user1 from what I understand, a factory reset and update on the device should give you the ability to download the new Hotspot 2.0 profile (after removing your device from the registered list on your MyShaw account).
I'd recommend touching base with technical support to escalate this issue as some personal information is required. Generally, the details listed below are required.
@shaw_user1 🤖 beep boop, nope. Yes, I understand you have provided me some information but some are missing. I will bring this to our engineering team's attention to find a resolution and will post the ticket number when it's created. Can you DM me all the specific details below?