WiFi doesn’t connect when typing in password.

[SwitzerA-M]

Just got a new Gateway modem. Set it up and changed the name and password. Got the mobile devices and laptops connected just fine by using the QR code and then sharing the network password to other family devices, but for the smart TV (roku) we need to actually type in the password. So we did that and it won’t connect. I can confirm that, yes, we typed the password in correctly, but it won’t connect. It was also doing this with our desktop computer that, similarly, can’t have the network password just shared via Apple’s “share password” feature. So why is typing the correct password not working? Seems like it will only connect via the QR code which doesn’t work for a tv or desktop computer…. If this is a new security feature or something, it is dumb.

[shaw-petty]

@SwitzerA-M The password is case sensitive. I'd recommend changing the wifi password. Try connecting the devices using the new password. If it still doesn't connect, your best bet is to touch base with us here and our support specialist team can further look into this with you.

[SwitzerA-M]

Thank you for the reply. I spent 2 hours with a support agent online yesterday to resolve the issue. It was definitely not a case of misspelled or incorrectly entered password situation. We tried several things none of which were successful. So, the agent walked me through a factory reset of the modem and then changed the password and network name to my personalized ones, and all is working now. The agent admitted it was strange that all the other attempts didn't work, but by starting over completely, we managed to fix it. I appreciated their time to help me troubleshoot. If there was one thing I could recommend Shaw consider doing differently, it would be to not make it such a mystery how to do a factory reset of the modem. Before I even went online for assistance, I kind of assumed the best option would be to do that, but I couldn't find directions anywhere on how to do it. But all is good now. Thanks.

[mdk]

@SwitzerA-M -- it is good that you found a solution.

One problem with entering into a "password" field is the presence of either a "leading-blank" or a "trailing-blank", which are very difficult to notice, being part of the password that you submit. Some authentication systems do not "trim" those characters, when trying to match your input with the correct password, which results in the "incorrect password" (the 10 characters submitted do not match the stored 8 (or 9) character of the stored password) situation.

[Ml37]

Thanks for sharing your resolution!  I’m having the same problem, and I too have spent hours troubleshooting, to no avail.  I’ve already ruled out leading/trailing blanks, as a matter of course.  It’s probably time to contact tech support for a factory reset, but I really dread wasting hours repeating everything I’ve already done, in the hope of being escalated to someone who knows how to troubleshoot.

[mdk]

@Ml37 --  It’s probably time to contact tech support for a factory reset ...

Some cable-modems have a pin-hole in the back of the modem. Push in a straightened paper-clip to do the "reset".