Managed Wi-Fi Connection Troubleshooting: Disable Randomized MAC Addresses

Why This Matters

Many devices use a privacy feature that changes their Wi-Fi MAC address automatically. On managed Wi-Fi networks, this can prevent your device from connecting properly because the network may not recognize the new MAC address.

Common Symptoms

You may need to disable this feature if you experience:

• Unable to connect to Wi-Fi
• Frequent disconnects
• Registration or authentication failures
• A device that previously worked suddenly loses access
• Internet access issues after reconnecting to the network

Windows 10 / Windows 11

Turn Off Random Hardware Addresses

1. Open Settings.
2. Select Network & Internet.
3. Click Wi-Fi.
4. Select Manage Known Networks.
5. Choose the affected Wi-Fi network.
6. Find Random hardware addresses.
7. Set the option to Off.
8. Disconnect from Wi-Fi and reconnect.

Mac (macOS)

Turn Off Private Wi-Fi Address

1. Open System Settings (or System Preferences on older versions).
2. Select Wi-Fi.
3. Click Details next to the affected Wi-Fi network.
4. Find Private Wi-Fi Address.
5. Set the option to Off.
6. Disconnect from Wi-Fi and reconnect.

After Making the Change

1. Reconnect to the Wi-Fi network.
2. Confirm you can access the internet.
3. If prompted, re-register your device.
4. If you continue to experience issues, contact support and provide your device's MAC address.

Need More Help?

If you're still unable to connect after completing these steps, please contact support so we can verify your device registration and network settings.