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Troubleshooting Connection Issues

Article author
Jonathan Witthoeft
  • Updated

My Rebooter was working OK, but it says it is offline in the app now

If the Rebooter never came back to an online state after a reboot event, or the Rebooter keeps rebooting your modem/router before it has a chance to re-establish an internet connection, then there is a chance that the modem/router needs more time. 

  1. We suggest having the modem/router plugged into the wall power directly and separately power the Rebooter, so that the Rebooter can come back online and you can change its configuration. Once the Rebooter is set up and working, you can move it back to in-between your modem/router and the power outlet.
  2. If Intelligent Reboot is enabled (on by default) you should try going into your Advanced Settings and increase the Offline Detection Time. By default this is set to 2 minutes and increasing it may give your modem/router more time to reinitialize before the Rebooter registers another Internet outage.
  3. If this still doesn't work you can try scheduling a daily reboot. We have found that many customers barely see any Internet outages if they reboot their modem/router once daily. The Intelligent Reboot feature would work more as a backup in case the scheduled reboot doesn't solve the problem or you lose Internet due to circumstances external to your network.
  4. If none of these steps worked, you can try the Advanced Network Troubleshooting suggestions in the section below

If the Rebooter just seems to display an offline state in the app after a while and never recovers, it's connection to our ConnectSense AWS cloud is likely being interfered with on the local network. 

  1. You can try scheduling a daily reboot. We have found that many customers see more consistent Internet connections and less devices dropping offline with a daily reboot.
  2. If this doesn't work, you can try the Advanced Network Troubleshooting suggestions in the section below

 

I can't add the Rebooter to my ConnectSense app

First thing to do is always start fresh. Factory reset the rebooter by holding down the button for 15 seconds and then releasing. Also ensure the rebooter doesn't exist under your device list in your ConnectSense app. If it does, remove it from the app before trying to connect again.

 

  1. We suggest you keep the modem/router plugged into the wall power directly for first time set-up. Power the Rebooter and have nothing plugged into it. Once the Rebooter is set up and working, you can move it to in-between your modem/router and the power outlet
  2. Make sure your phone starts on a 2.4 Ghz network with internet connection, before clicking the '+' add device button in the ConnectSense App.
  3. Make sure you select the Rebooter product.
  4. If you are having trouble scanning the QR code, make sure you grant the ConnectSense app camera permissions. Otherwise you can press the "Not able to scan QR Code?" button on the bottom of the screen to go through the manual adding process.
  5. If prompted with a list of nearby WiFi networks, you are connected to and communicating with the Rebooter. Make sure to send the correct WiFi credentials for an internet connected 2.4 Ghz network.
  6. Now the device will try to connect to the WiFi network provided and register to the ConnectSense cloud. So if this step fails in the app, it could mean either the WiFi password was typed improperly, or there is no access to the ConnectSense cloud and you can try the Advanced Network Troubleshooting suggestions below.
  7. If you get to a step where it is Updating Firmware, and it takes too long, try closing your ConnectSense app, and reopening it. The Rebooter should have been added to your account and be displayed under your devices.

 

Advanced Network Troubleshooting

  • Check your routers QOS, Ad blocking, and firewall settings. Something might interfere with the Rebooters normal network traffic.
  • Make sure these 5 sites are accessible to ping:
    "google.com", "facebook.com", "wikipedia.org", "amazon.com", "baidu.com"
  • Make sure access to this AWS cloud URL at these ports are available:
    aya7x6d6hjbw2-ats.iot.us-east-1.amazonaws.com
    TCP ports 8883 and 443
  • Make sure access to these NTP time servers are available:
    pool.ntp.org, time.windows.com, time.nist.gov
  • Make sure your ISP's DNS server is reliable (Many of them are unreliable). If you have any doubts you can change your DNS server to google's at IP address 8.8.8.8 in your routers settings.

 

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