Support

Troubleshooting Disconnections

 

What can I do if my Awair is disconnected or disconnects regularly?
If you open your Awair app and see a gray circle with no Awair score being displayed, it means your app is unable to connect to your Awair. This means your Awair has lost its connection to your network. You can also tell that your Awair has lost its connection if the LED on the front blinks twice periodically.
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Disconnections can be caused by a number of things. Network incompatibility, interference, and outages are some of the more common causes. Fortunately, there are some steps that you can take to reduce these kinds of issues. Here are some of the most common causes of networking issues and some tips to help your Awair maintain a strong connection.

1. First Steps

First, let’s try some basic Wi-Fi troubleshooting steps. Let’s begin by restarting your Awair:

  • Unplug your Awair.
  • Wait 15 seconds, then replug your Awair back into power.
Next, let’s reset your router using a similar method:
  • Unplug your router.
  • Wait 30 seconds and plug it back in
  • Give your router a minute or two to reboot and reconnect to all of your devices.
These steps will fix most network issues and shouldn’t need to be repeated often, at all. If they don’t fix the problem, or you find that they need to be repeated regularly, read on and try some of the steps listed below.
 
2. Check your connection

If resetting your Awair and your network didn’t work, there may be an issue with the Wi-Fi network. Low signal strength from the router, interference, and a number of other common Wi-Fi issues can all cause disconnections:

  • Make sure your Awair is within your wireless network’s range. A number of factors, such as your router model and its position in your home, can affect your Wi-Fi signal strength and range. Walls and floors can dampen your router’s signal--decreasing its range.
  • Avoid interference. There are a number things that can cause interference with Wi-Fi network signals.
    • Walls and floors (especially when made of heavy construction material like brick or masonry) can dampen a Wi-Fi signal, decreasing its range.
    • Devices and appliances with large power supplies (such as televisions, amplifiers, game consoles, desktop computers and especially microwaves) can also cause Wi-Fi interference. So can other wireless devices and cordless phones. To limit interference, it’s a good idea to make sure both your Awair and router are at least a foot or two away from any of these devices.
    • Fun Fact: Wi-Fi does not pass well through water. Fish tanks or aquariums can drastically reduce your Wi-Fi signal.

Imagine a straight line running from your router to your Awair. The more walls, floors, and devices that line passes through, the weaker the signal will be. Try to position your Awair in such a way as to minimize this kind of interference.

3. Reset your Awair’s Wi-Fi settings

If your Awair is disconnected, we recommend trying a Hard Reset with these three steps:

  • Locate the reset button on the back of your Awair. The reset button will be next to the power connector, in a vent hole.

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  • Press and hold the reset button for 10 seconds, until you see a new passcode and blue LED light on the front display of your Awair. All preferences previously saved on your Awair will be deleted, but your account information will not be removed.
  • Open the Awair app and tap the (+) symbol on the top left of the Device List screen to get started. You can reconnect to it like you did during the setup process.The historical data that you had with the device won’t be lost because it is backed up on our server.

4. Check your router settings

Awair is compatible with 2.4GHz B/G/N networks. If the steps above didn’t work, there may be something in your router’s settings causing an incompatibility issue.

To check in the router settings, open your web browser and go to your router’s admin interface. You may need to check your router’s manual to find the exact address to enter into the URL address bar, but here are a few of the more common ones:

  • Apple - 10.0.1.1
  • ASUS - 192.168.1.1
  • Belkin - 192.168.1.1 or 192.168.2.1
  • Buffalo - 192.168.11.1
  • DLink - 192.168.0.1 or 10.0.0.1
  • Linksys - 192.168.1.1 or 192.168.0.1
  • Netgear - 192.168.0.1 or 192.168.0.227

You can also check the router manufacturer’s website or a site like http://www.routeripaddress.com.

Enter your admin name and password. The default admin name is usually just “admin.” If you don’t know the password, contact the router’s manufacturer or simply search for “Default admin password” and the brand and model of your router.

Check the following settings:

  • Channel: Depending on a number of factors, changing your router channel may reduce interference. Generally 1 and 11 are the least likely to be experiencing interference, though this isn’t always the case.
  • Band or Frequency: if you have a dual band router, you will have the option to broadcast a 2.4GHz network, a 5GHz network or a dual band network (both).
    • Because Awair is not compatible with 5GHz networks, it’s best to set your band to 2.4GHz.
    • If you wish to have both 2.4GHz and 5GHz networks running, it’s a good idea to give them each a different SSID (network name) before connecting to the 2.4GHz network.
  • Load Balancing: If you have a dual band router with an option for load balancing, be sure to turn that setting off. Load balancing can make the router try to move your Awair from your 2.4GHz network to 5GHz network, which will kick Awair off the network.

5. Awair server issue

If none of the above steps work, there may be a problem with Awair’s server. Please contact us for support at hello@getawair.com.

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