- Does the user have a proper wifi route or is he using a wifi dongle or mobile hotspot for configuration?
- What is the wifi protocol : WEP or WPA/WPA2.
In case the user is using a WEP wifi, ask them to get the router settings changed to WPA/WPA2 by their IT person. Air doesn't support WEP.
- Get the brand and model name of the router ?
- Is the router present in the same room in which Air unit is present?
- If present in different room, use the following app to know the signal strength : https://play.google.com/store/apps/details?id=com.netgear.WiFiAnalytics&hl=en