Secure Proxy Authentication (SPA) and Apple devices:

After a school is cut over to SPA, when prompted for proxy authentication for internet access, the username changes from the format firstname.lastname to firstname.lastname@detnsw

However, Apple devices are designed to store a user's credentials as a convenience feature so that they don't have to be regularly re-entered by the user for commonly requested services. Apple MacOS (formerly called OSX) and iOS use a tool called Keychain to save a user's credentials. Unfortunately though, when SPA cut over occurs, a user may not realise that they need to re-enter their credentials and re-save them into the keychain. Sometimes this might result in multiple credentials being saved in the keychain for the proxy server. Some applications are unable to decide which set of saved credentials to use, and this results in the device being unable to access the internet. The advice below will assist you to rectify this issue on Apple devices.

Apple MacOS devices:

iMacs and Macbooks in use in schools where SPA cutover has occurred may show a symptom of constantly requesting a password for the proxy service, but not granting access despite the password being entered correctly. This is because the keychain keeps delivering an old or incorrect saved username/password for the proxy server.

Solution: Clear the proxy server credentials from the MacOS keychain

1. Close Safari then open Keychain Access, which is in the Utilities folder within the Applications folder
2. In the search box in the top right corner, type: proxy.det.nsw.edu.au
3. Select all the results with the name proxy.det.nsw.edu.au and press the delete key
4. Click delete when prompted, "Are you sure?"
5. Quit Keychain Access
6. Open Safari and when prompted for proxy authentication, enter your normal username with @detnsw added to the end
7. Enter your normal password and confirm Internet access is now available.

Apple iPads:

iPads may show a slightly different symptom after SPA cutover. Typically, Internet access is denied without any prompting for authentication. This is because the previously saved credentials are being offered in the background and simply rejected by the proxy server. Unfortunately, clearing the keychain is not an obvious operation on the iPad.

A resolution for this has been found with the iOS 10.2 update. Please ensure you update your devices to iOS 10.2. If you still encounter issues. The steps below may help.

Solution - unmanaged and BYOD iPads: Reset all settings

1. Close unused apps (double press the Home button and swipe up to close each app)
2. Open Safari and any other browser you might use and close each browser tab
3. Tap Settings...Wi-Fi...detnsw...Forget this network...Forget then press the Home button.
4. Tap Settings...General...Reset...Reset All Settings

The iPad will then reboot and you can rejoin the Wi-Fi network as normal. Open Safari and you should be prompted for credentials to authenticate to the proxy server with your credentials. You may be prompted up to three times as you browse the internet. Enter your normal username with @detnsw added to the end. Enter your normal password and confirm Internet access is now available.

Solution - iPads managed by Configurator:

1. Connect all iPads to Configurator (in smaller groups if required) and remove WiFi profiles from all iPads
2. Add the WiFi profile back to the iPads

Test the first batch before continuing with others. This process normally clears the previously saved credentials and prompts for new credentials. Enter your normal username with @detnsw added to the end. Enter your normal password and confirm Internet access is now available. If you find that internet still doesn't work, or you are continually being prompted for credentials via pop-up, then it may be necessary to repeat the above process with the batch but include this additional step before adding the WiFi profile back:

EXTRA STEP if needed: On each individual iPad - ON THE DEVICE ITSELF - tap Settings...General...Reset...Reset All Settings

If you are still having issues with Apple devices not connecting to the Internet after carefully following the above instructions, please log a call with EDConnect, - or via telephone on 1300 32 32 32 - providing details of Apple device, what you have tried and what on-screen messages/errors you see.