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Troubleshoot: Onboarding
Troubleshoot: Step 3 - Select your WiFi network
Troubleshoot: Step 3 - Select your WiFi network

Having trouble with onboarding Step 3: Select your WiFi network?

Ben Cipollini avatar
Written by Ben Cipollini
Updated over a week ago

What is Step 3?

In the previous step, you connect to your Base's WiFi network. In this step, you share your home WiFi information to the Base (SSID and password), so that your Base can share data over the Internet to our servers, and then to you in the app.

What issues are common, and how do I fix them?

Seeing these screens while setting up your Base? Here's why it happens and how to fix it.

1. Your Wifi Network doesn't show up in the list

Solution: Make sure you are accessing a 2.4GHz WIFi Network, and that it is in range.

Like most IoT devices, the Base can only connect to 2.4GHz WiFi networks. And that network must be in range.

The Base lists the top 5 networks with the strongest signal. If your network is 2.4GHz and doesn't appear in the list, try moving closer to your WiFi router to get a stronger signal.

2. You cannot connect to the selected WiFi network

There are four common failures when connecting that both require restarting the onboarding process:

  1. You typed in the wrong password. We ask you to retry, but this functionality has proven to be spotty. It's best to restart the onboarding process.

  2. The Base's AP mode timed out (after 90 seconds of inactivity) - this happens to preserve the battery of your Base.

  3. You have two WiFi network SSIDs with the same name (2.4GHz and 5GHz). This can confuse the Base

  4. Your WiFi connection is weak or spotty. In this case, you'll need to move closer to your router.

Solution 1: Check your password and WiFi signal, then restart the onboarding process

To restart the onboarding process:

  1. Unplug your Base

  2. Press the Base Button twice, to ensure Onboarding mode is disabled.

  3. Exit the wizard, click "Connect a Base", and follow the instructions.

Solution 2: When you have two Wifi Network SSIDs with the same name for 2.5GHz and 5GHz, try and connect to them selectively

You can try any and all of the following

  1. Move farther from your router (2.4GHz signal remains stronger farther)

  2. Rename one of your networks, so there is no name collision

  3. Plug in a different router with a 2.4GHz-only SSID you can use, so you have a dedicated network name for a 2.4GHz channel

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