Troubleshooting Awair Element Connectivity and Disconnections

Audience: Signed-in users/ Verified Customer Portal Users

Estimate Duration: 20 mins.

Resolver Group: End-user/ Self-service

Product: Awair Element

 

Overview

This article describes connectivity issues and in-depth troubleshooting steps to resolve disconnections. 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 Awair Element 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:


 Solution

 

     

WiFi Will Not Connect During Setup

After pairing with your smartphone’s Bluetooth connection, Awair Element’s LED light color will change from blue to purple. As Awair Element 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: 


Solution

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

  • Ensure Awair Element is within range of your wireless network

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

  • Initiate a Factory Reset by pressing the 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 Element 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 Awair Element’s connectivity works by creating a WiFi hotspot using your smartphone. Awair Element will automatically update its firmware once connected to the internet, which will also improve connectivity.

  • If the problem persists, please contact us for additional support! Kindly provide the following information to help us determine the issue:

    • What is the make and model of the router you are attempting to connect to?

    • Is the modem broadcasting 2.4ghz or 5.0ghz? (Awair is only compatible with 2.4ghz broadcast speeds)

    • Does the broadcast have load balancing or mesh features activated?

    • Please also provide your Awair's serial number (12 digit code on the back panel)

Troubleshooting Frequent Disconnections

In order to get the most out of the Awair Element, it needs to be connected to the Wi-Fi network. As long as your Awair is powered on, Awair works offline to measure your air quality in real-time. When connected to the Wi-Fi network, the Awair app can be used to take a look at recommendations to improve the air quality, review historical trends, and receive notifications so you’re alerted the moment you need to take action.

You can tell your Awair Element is disconnected in the following ways:

Disconnected-Element.gif

 

Solution


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

  • Unplug your Awair Element

  • Wait 15 seconds, then plug your Awair Element back into the power 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 Awair Element and your network didn’t work, there may be an issue with the Wi-Fi network. The 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 of 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 WiFi 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: WiFi does not pass well through water. Fish tanks or aquariums can drastically reduce your Wi-Fi signal.

    • Trees, concrete, and dense metals also limit the range of WiFi signals.

Try to position your Awair in such a way as to minimize this kind of interference.

If your Awair Element 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.

 

 

Have more questions? Submit a request