Support

Troubleshooting Connectivity

Legacy Device Sunset Notification:

This device is no longer able to receive firmware updates, and if it is reset, it will not be able to reconnect through the Awair Home App. Please read here for more details. 

Article Overview:

This article describes connectivity issues and in-depth troubleshooting steps.

When experiencing connectivity issues, it's always recommended to first verify the Awair server status here.

 

Bluetooth Will Not Pair During Setup

In order to onboard your device, it must first be paired with your smartphone via Bluetooth. Ensure that Glow C is emitting a blue light before beginning the pairing process. Here is a list of troubleshooting steps we recommend if this pairing process does not occur within a few minutes:

 

Wi-Fi Will Not Connect During Setup

After pairing with your smartphone’s Bluetooth connection, Glow C’s LED light color will change from blue to purple. As Glow C attempts to connect to a network, the LED light will begin blinking until the connection is complete. Here is a list of troubleshooting steps we recommend if this does not occur within a few minutes: 

  • Make sure your mobile device is within Bluetooth range (about 25 feet)

  • Make sure Glow C is within range of your wireless network

  • Initiate a Power Cycle or Reboot by unplugging Glow for 20 seconds 

  • Initiate a Factory Reset by pressing the “Power” button for 20 seconds

  • Disconnect other devices connected to your network and try again

  • Restart your wireless router

  • Confirm that you have a 2.4 GHz network. Awair Glow C does not currently support 5 GHz-only wireless networks. If you have a dual band router, make sure you have not enabled 5 GHz steering. See WiFi connectivity settings for more details 

  • Make sure that your firewall allows access to TCP ports 8883 and 443.

  • Try allowing 802.11 b/g/n (mixed) access. For "N only" or "AC only" modes, some routers have very strict access rules and your device may not be able to connect. 

  • Verify that your Glow C’s connectivity works by creating a WiFi hotspot using your smartphone. Glow C will automatically update it’s firmware once connected to the internet, which will also improve connectivity. 

  • Contact us for additional support! 

 

What Happens When My Device Disconnects?

As long as Glow C is plugged into an outlet, it will attempt to reconnect via WiFi. 

If your Glow C loses connection, your triggers will be saved and activated while your Glow C is offline. You will not need to set up the triggers again.

 

Troubleshooting Frequent Disconnections

Let’s begin by restarting your Glow C by attempting some basic Wi-Fi troubleshooting techniques: 

  • Unplug your Glow C

  • Wait 15 seconds, then plug your Glow C back into the outlet

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.

If resetting your Glow C 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 WiFi 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 WiFi 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.

If your Glow C is disconnected, we recommend trying a Factory Reset.

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

If none of the above steps work, please contact us for support.

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