• 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 ?