Hi  @Reef-a-Holic 

Looks like he turned on the random MAC.
If you can check his computer, you can start by making sure that the SSID that the computer is connected to is the EAP's.

Then turn the computer's random MAC off.

Go to "Settings", which can be quickly opened by pressing the shortcut key "Win + I".
Find the option "Network & Internet" in Settings and click it.
Click the "Wi-Fi" tab. On the right side, you can see the "Random MAC address" button. Turning off this button to disable random MAC addresses for all Wi-Fi networks.

After that, you may get the MAC address of the PC and search again.