Troubleshooting WiFi User Guide

Troubleshooting WiFi User Guide

Trouble pairing?

Most Grid Connect products connect directly to your home Wi-Fi router. There can be some settings within your router that need to be adjusted to enable your Grid Connect devices to be able to connect to your network. Unfortunately the app cannot provide feedback about the reason the pairing failed. Some common issues are:

  • Product not in pairing mode
  • Incorrect Wi-Fi password
  • 5GHz network
  • Telstra smart modem default configuration

Grid Connect products connect to 2.4GHz Wi-Fi networks. Most routers are either 2.4GHz only or emit both 2.4GHz and 5.0 GHz. To check your router either search online based on the model number [typically available on a sticker on the bottom of the unit], contact the manufacturer or your internet service provider [for ISP provided routers]. Make sure that the network doesn’t end in a 5G or 5.0 if your router is dual-band [has both 2.4GHz and 5.0 GHz networks].

Still not able to pair your Grid Connect product? Try using AP mode. Your product will time-out of pairing mode after around 3 minutes, so if you need to check your Wi-Fi details you may need to put it back into pairing mode before continuing.

Using a Telstra smart modem? For lighting or electrical product we recommend using AP mode – if you have a camera product please choose from one of the below options. If needed our customer service team can be contacted on 1300 267 168 or via cs@arlec.com.au for further assistance on the Grid Connect platform or product range.

Option A – Activate the guest network. Your router has 2 x guest networks that can be activated. These are in addition to the standard network that you use for your daily connections. This means that you can continue to use your standard network as usual – but will pair the other products to the guest network. To activate the guest network, follow the below steps:

  1. In a web browser go to http://192.168.0.1
  2. Select ‘Wi-Fi’ and then ‘Guest1’ or ‘Guest 2.4 GHz’
  3. Check ‘enabled’ under ‘Wi-Fi network’. You can change the default network name and network key if desired. Click ‘save’.
  4. Connect your phone to the new guest network using the network name and password from step 3.
  5. Put your product back into pairing mode by following the instructions included with the product.
  6. Retry the pairing process by following the instructions included with the product.

Option B – Turn off band steering. Your router emits both 2.4 GHz and 5.0 GHz networks with the same network name so that devices can jump between the 2 networks, turning off band steering disables this feature so that 2 networks – one at 2.4GHz and one at 5.0 GHz are created. You can then pair to the 2.4GHz network. To turn off band steering follow the below steps:

  1. In a web browser go to http://192.168.0.1
  2. Select ‘Wi-Fi’ and then ‘2.4GHz’
  3. Uncheck the tick next to ‘band steering’ and save changes. Your router will reboot
  4. Make sure your phone is connected to the network that doesn’t end in ‘5.0’ or ‘5G’.
  5. Put your product back into pairing mode by following the instructions included with the product.
  6. Retry the pairing process by following the instructions included with the product