General Information

This KB covers why an apple device (laptops most commonly) may not be connecting to the wifi, and potential solutions on how to get it to connect.

Error Message: "A problem occurred. The webpage couldn't be loaded."

• This only happens on new wifi networks that have never been used before, typically coffee shops and airports.

Solution

Typing 1.1.1.1 or captive.apple.com in the address bar gets the Public wifi "login" prompt to come up.

Hotel and airport wifi networks typically have a login portal that must be accessed before they dish out service. Apple computers seem to have difficulty receiving this portal.

There's a quick workaround that may help… Next time you run into this issue, try going directly to this "website" by typing it into the address bar: 1.1.1.1

• You can also try: captive.apple.com

Both of this addresses may help to initiate that login portal, where you will agree to terms, provide your info, etc. Then the network should grant you access to get online (and not just in limbo on their wifi network with no access to the internet).

The next step would be to look into your known wifi networks and remove any SSIDs that may have old credentials. This could happen if the wifi network name you connected to before has the same exact name as a new one you're trying to connect to. Worth looking into if the above steps don't fix it.