Network Troubleshooting

Networking can be tricky — particularly wireless networking. If you are having trouble associating a Wi-Fi RedEye product to your network, here are some suggestions.

1. Is the RedEye unit connected to your network?

If RedEye is not appearing in the Rooms list of the application, you might assume that it is not connected to your home network at all. However, it is possible that RedEye is associated with your home network but simply is not appearing in the Rooms list of the application. To verify that RedEye has connected to your network, we recommend going into your wireless router’s admin page to see if RedEye is listed as a DHCP client. The MAC address for the RedEye unit will begin with 00:23:87…

If RedEye is listed as an active client but it is not appearing in the Rooms list, there is most likely a router security setting preventing your iOS device from communicating with the RedEye unit. For example, recent models of D-Link and Linksys routers have proprietary mechanisms with names like “Client Isolation” or “Access Point (AP) Isolation.” Please check your router’s admin page to determine if this is an issue for you. You will need to disable client isolation to allow the RedEye unit and your iOS device to communicate with each other.

2. Are you entering the network passkey/password correctly?

The most common issue we encounter with networking is incorrect passwords. To ensure that you enter your password correctly in the RedEye app, we recommend copying the password from an email or note and pasting into the RedEye App.

Please note that if you are using WEP security on your router, passkeys will only be composed of hexadecimal digits (i.e., 0-9, a-f). If your router manufacturer provided a translation from this format that allows you to use a standard password with other characters, RedEye application may not support this translation method as it is not standardized. We do support Apple’s method, so if you are connecting to an Apple router you can use this translated password. Otherwise, you will need to use a WEP passkey composed of only hexadecimal digits.

3. Are there any alternate network passkeys to try?

If you are using WEP, your router may provide 2-3 passkeys for the device. Sometimes our customers have more success with one of the alternate passkeys.

4. Do you have MAC filtering enabled?

If you are using MAC filtering on your network, you will need to add the MAC address of the RedEye unit to the active client list in your router’s admin page. The MAC address of the RedEye unit is printed on a label on the bottom of the box, as well as the bottom of the unit itself.

5. Are there enough DHCP leases available?

Although this problem is unusual, we have encountered situations in which the router settings only allowed 10-15 DHCP clients and all available slots were taken. Generally speaking, it does not hurt to allow your router to accommodate 50-100 DHCP clients, and this should be plenty of room for virtually any residential network.

6. Which wireless channel are you using?

Particularly if you live in an apartment our densely populated urban area, you may find that there are several other wireless networks around you. Sometimes these networks can interfere with one another. Changing the network channel usually helps. You can also download one of the free network scanning utilities such as inSSIDer or NetStumbler.

For customers in the EU or Japan, please make sure that your router us limited to a channel between 1 and 11, as RedEye is limited to the wireless spectrum allowed in North America. For more information about network spectrum limitations, please read our article, Wi-Fi Networking Issues in Europe and Japan.

7. Is your RedEye dropping off of the network after a few hours or days?

Typically this issue is caused by a problem with WPA key renewal. WPA- and WPA2-secured networks use encryption to protect information on your network. In order to prevent hackers from cracking the encryption, they rotate through keys on a periodic basis. Normally this is not a problem for RedEye, but we have seen issues with some router models. If RedEye misses the notification of a key renewal, then the router may “deauthorize” the unit and it will drop off the network.

If you are experiencing this issue, you have a few options. First, if your router supports it we recommend increasing the key renewal timeout period — this is the amount of time that your router will accept an expired key, and it typically solves the problem, because RedEye can request the new key after an error and remain on the network.

Second, you can turn off key renewal altogether (usually by setting the key expiration time to 0). Unfortunately, this makes WPA security weaker, but not all routers provide a setting for lengthening the timeout period.

Third, you can abandon WPA security and use WEP instead, but as WEP is significantly less secure, we do not recommend this option.

8. Do you sometimes experience long delays before your RedEye “room” appears in the RedEye app?

Normally it only takes a couple of seconds for the RedEye app to find your RedEye “room” in the application. If you sometimes experience longer delays — 20, 30 seconds or more — but eventually do see the room appear, then there may be some incompatibility between Bonjour (the Apple technology we use for discovering the RedEye on your network) and your router. Upgrading your router firmware can help, but if that fails, we recommend using the “Add Room by IP Address” function, which you can find on the Main Setup screen of the RedEye app. “Add Room by IP Address” requires you to first establish a static IP address for your RedEye unit, and then to enter that IP address and your RedEye unit’s serial number into the application.

9. Are you using a dual-band router with both frequency bands active?

Many routers provide two frequency bands: 2.4GHz, and 5GHz. These two bands, if active, should use different SSIDs. The 2.4GHz band will support all b/g and n wireless standard devices, while the 5GHz band will only support wireless n standard devices. RedEye will connect to the 2.4GHz band via the b or g wireless standard, but it will not connect to the 5GHz band (which supports only wireless n devices).

If you are using a dual-band router with both frequency bands active, you should connect the RedEye to the SSID associated with the 2.4GHz band. If your 2.4GHz band and 5GHz band have the same SSID, you should change the SSID of the 5GHz band so you are able to clearly distinguish which network you are connecting the RedEye to.