HT204051: If your iPhone, iPad, or iPod touch won’t connect to a Wi-Fi network

Learn about If your iPhone, iPad, or iPod touch won’t connect to a Wi-Fi network
Relay1
Level 1 (4 points)
iPad

Q: captive.apple.com is preventing me from connecting to my wifi

When I attempt to log into my wifi connection, a program called captive.apple.com opens that is a blank window and only allows me to cancel which will return me to wifi login.  Can not find anything about this issue anywhere.  Can anyone help?

iPad, iOS 9.3.5

Posted on Sep 24, 2016 10:26 AM

by norm123,Solvedanswer
norm123 norm123
Community Specialists
A:

Hi Relay1,

 

Thanks for posting on the Apple Support Community! I understand you're having trouble connecting to your Wi-Fi network. I use Wi-Fi all the time to stay connected, so I can understand wanting to make sure your Wi-Fi is working. I'm happy to help!

 

Based on your description of the address that you're seeing, it sounds like the Wi-Fi network you're trying to connect to is a captive network, meaning that you need to provide additional log-in information in order to connect. If this is your home Wi-Fi network, you may want to contact your internet provider for help with updating your Wi-Fi network settings. You can find more information about captive Wi-Fi networks here:

Use captive Wi-Fi networks on your iPhone, iPad, or iPod touch

 

If you've confirmed with your internet provider that everything is set up properly, I recommend to follow the steps outlined in the article below: 

 If your iPhone, iPad, or iPod touch won’t connect to a Wi-Fi network

 

Take care! 

Posted on Sep 26, 2016 3:30 PM

Close
Relay1

Q: captive.apple.com is preventing me from connecting to my wifi

  • All replies
  • Helpful answers

  • by norm123,Solvedanswer

    norm123 norm123 Sep 26, 2016 3:30 PM in response to Relay1
    Community Specialists
    Sep 26, 2016 3:30 PM in response to Relay1

    Hi Relay1,

     

    Thanks for posting on the Apple Support Community! I understand you're having trouble connecting to your Wi-Fi network. I use Wi-Fi all the time to stay connected, so I can understand wanting to make sure your Wi-Fi is working. I'm happy to help!

     

    Based on your description of the address that you're seeing, it sounds like the Wi-Fi network you're trying to connect to is a captive network, meaning that you need to provide additional log-in information in order to connect. If this is your home Wi-Fi network, you may want to contact your internet provider for help with updating your Wi-Fi network settings. You can find more information about captive Wi-Fi networks here:

    Use captive Wi-Fi networks on your iPhone, iPad, or iPod touch

     

    If you've confirmed with your internet provider that everything is set up properly, I recommend to follow the steps outlined in the article below: 

     If your iPhone, iPad, or iPod touch won’t connect to a Wi-Fi network

     

    Take care! 

  • by Diana.McCall,

    Diana.McCall Diana.McCall Sep 25, 2016 5:39 PM in response to Relay1
    Level 4 (3,989 points)
    Apple TV
    Sep 25, 2016 5:39 PM in response to Relay1

    Hi. Is your WiFi the kind that requires you to accept terms and conditions and enter a password in a browser (not the normal password in the WiFi settings)? If so, it's opening a Safari window for you to do this. Try Settings > Safari > Clear website data. Then try to connect again.

     

    captive.apple.com appears to be a legitimate website that returns the word "Success", possibly to confirm that an internet connection exists.

  • by Relay1,

    Relay1 Relay1 Sep 26, 2016 3:55 PM in response to norm123
    Level 1 (4 points)
    iPad
    Sep 26, 2016 3:55 PM in response to norm123

    Thanks for the fast reply.  Tried both suggestions, neither worked. 

     

    Some additional information, I am attempting to connect to an extender to my router.  I can connect to the router but cannot connect to the extender due to the "captive.apple.com" popping up after I enter the password for the router/extender.  The screen is BLANK and the only option is to Cancel.  I have completely reset to factory defaults and set the extender up again.  I have tried everything I can find to no avail.  Sorry I was not more clear in the original post.

  • by Diana.McCall,

    Diana.McCall Diana.McCall Sep 26, 2016 4:07 PM in response to Relay1
    Level 4 (3,989 points)
    Apple TV
    Sep 26, 2016 4:07 PM in response to Relay1

    What is the make and model of the extender? Is it connected to the router by ethernet cable, or by WiFi?

  • by Relay1,

    Relay1 Relay1 Sep 27, 2016 4:11 PM in response to Diana.McCall
    Level 1 (4 points)
    iPad
    Sep 27, 2016 4:11 PM in response to Diana.McCall

    Router is ASUS RT-AC88U  and the extender is NETGEAR  WN 3500RP.

  • by Relay1,

    Relay1 Relay1 Sep 27, 2016 4:12 PM in response to Relay1
    Level 1 (4 points)
    iPad
    Sep 27, 2016 4:12 PM in response to Relay1

    Sorry, it is connected WIFI

  • by Diana.McCall,

    Diana.McCall Diana.McCall Sep 27, 2016 6:20 PM in response to Relay1
    Level 4 (3,989 points)
    Apple TV
    Sep 27, 2016 6:20 PM in response to Relay1

    OK. I'm looking over the manual and have a couple of questions. Have you configured the extender network to use WPA2-AES (CCMP)? If you leave it with no security, the iPad will not be happy. Second, does the extender work with any other devices?

  • by Relay1,

    Relay1 Relay1 Sep 27, 2016 6:39 PM in response to Diana.McCall
    Level 1 (4 points)
    iPad
    Sep 27, 2016 6:39 PM in response to Diana.McCall

    Yes, to both questions.  I'm using the WPA-AES security settings and the extender was working fine until this problem started.  All iPad's and iPhone will attempt to access it until the captive.apple.com screen shows up.  Then the only thing I can do is cancel which takes me back to the WiFi selection screen.

  • by Diana.McCall,

    Diana.McCall Diana.McCall Sep 27, 2016 6:50 PM in response to Relay1
    Level 4 (3,989 points)
    Apple TV
    Sep 27, 2016 6:50 PM in response to Relay1

    You said yes to both questions, but didn't mention a device that connects successfully. I want to be sure that the DHCP and internet access are working through the extender. As I mentioned before, that captive.apple.com url just returns a web page with the word "Success" on it. The iPad may be trying to access it to verify the internet connection, though it does sound strange. Your devices are obviously not having success.

  • by Diana.McCall,

    Diana.McCall Diana.McCall Sep 27, 2016 7:05 PM in response to Relay1
    Level 4 (3,989 points)
    Apple TV
    Sep 27, 2016 7:05 PM in response to Relay1

    This https://grpugh.wordpress.com/2014/10/29/an-undocumented-change-to-captive-networ k-assistant-settings-in-os-x-10-10-yosem… article applies to computers, not iPads, but seems to describe what's going on. Your iPad thinks you need to use this mini-browser to connect to the extender. It sounds like there's some problem with configuration, perhaps with DHCP. Is the extender successfully connecting to the router?

  • by Diana.McCall,

    Diana.McCall Diana.McCall Sep 27, 2016 7:11 PM in response to Relay1
    Level 4 (3,989 points)
    Apple TV
    Sep 27, 2016 7:11 PM in response to Relay1

    Here are a couple of voodoo tricks you could try.

     

    Put the iPad in Airplane mode. Then connect to the WiFi. In theory this should not work, but apparently it does. You may be able to leave Airplane mode and remain connected.

     

    Less mysterious, Settings > General > Reset > Reset Network Settings. Then try to connect.

  • by Diana.McCall,

    Diana.McCall Diana.McCall Sep 27, 2016 7:23 PM in response to Relay1
    Level 4 (3,989 points)
    Apple TV
    Sep 27, 2016 7:23 PM in response to Relay1

    Finally found a clear explanation here https://forums.untangle.com/web-filter/36528-why-my-sons-ipad-trying-goto-captiv e-apple-com-my-wifi-when-no-other-ipad.h…. Apparently, iOS tries to access that url to confirm that it has internet access. If it does not, it assumes it's on a captive network and opens the mini-browser for you to login on. If you were on a captive network, presumably the router would send the login page. You are not, so nothing happens, as you describe. The conclusion is that the iPad is not getting an internet connection from the extender.

  • by Diana.McCall,

    Diana.McCall Diana.McCall Sep 27, 2016 7:48 PM in response to Relay1
    Level 4 (3,989 points)
    Apple TV
    Sep 27, 2016 7:48 PM in response to Relay1

    One further thought from the manual. If you're using access control on the main router, you need to add some more MAC addresses because the extender translates them.

  • by Relay1,

    Relay1 Relay1 Sep 29, 2016 4:05 AM in response to Diana.McCall
    Level 1 (4 points)
    iPad
    Sep 29, 2016 4:05 AM in response to Diana.McCall

    I'm very grateful for the help.  I have tried all of the above to no avail.  Went through a factory default reset on both the main and extend routers.  I do not have any other device to try to connect to the extender.  Both iPad's and the iPhone exhibit the same results.  It appears the problem may lie with the settings/configuration of the main router.  If not, I may have to live with the issue. 

    I will be tied up for some time and will not be able to continue investigating this until I am finished.  If not able to find a corrective action, will re-post.  Again, thanks for the great assist...