WiFi Setup Troubleshooting: The Complete Guide
Leo Trottier avatar
Written by Leo Trottier
Updated over a week ago

Before Setup

  • Make sure your phone is connected to WiFi or cellular data. If you are already connected to the Hub's "photon" network when starting setup, this can cause some trouble.

  • Your Hub must be in "listening mode", indicated by a blinking blue indicator light. For instructions to put your Hub into "listening mode", click here.

  • Have your WiFi password handy, as you'll need to enter this during setup.

If setup is successful, your Hub's indicator light will go from flashing green, to flashing white, to solid white. Learn more about what your Hub's indicator light can tell you here.

If Setup Fails

Check the basics

  • Has your WiFi password been typed correctly?

  • Are you in range of your WiFi network? If your phone or computer has a poor connection in the same spot, try moving closer to your WiFi access point.

Check your router settings

The Hub connects best with a traditional home network — simple networks with WPA/WPA2 encryption, with a single router from a reputable company without any fancy settings. The more your network diverges from the norm, the more likely you might encounter issues.

  • If you have a complex network, such as one with multiple routers or WiFi repeaters, you may have a harder time connecting than with a traditional network. Disabling additional routers or repeaters, at least temporarily while going through setup, may help.

  • If you have a dual band router (both 5GHz and 2.4GHz signals), make sure the Hub is connecting to the 2.4GHz network. If the networks have identical names, this can cause some trouble when connecting. Try renaming at least one of the networks.

  • If you have access controls, firewalls, or MAC address filtering set up, try turning these off temporarily to see if this helps. If it does, you can tweak your settings to accommodate the Hub, without taking down your security. The most common change you'd need to make is to open up outgoing TCP port 5683 (the default port used to connect the WiFi module’s cloud).

  • WEP encrypted routers have a slightly different setup process, but are still able to connect to the Hub. See here for more details.

Types of networks with known connectivity issues:

  • 802.11n-only networks: Our WiFi module is 802.11b/g. Most 802.11n networks are backwards compatible with 802.11b/g, but if yours isn't, the Hub will not connect.

  • Networks with "captive portal" security: A captive portal is the little website that comes up to ask you to sign in to a network or sign an agreement, like at an airport or coffee shop. The Hub can't navigate these portals.

  • Enterprise networks: We’ve had mixed results connecting Hubs to enterprise networks, and Particle (the company who manufactures our WiFi modules) is working to better understand what causes the issue.

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