Wi-Fi Networking Issues in Europe and Japan

Customers configuring or using Wi-Fi RedEye units in Europe and Japan may experience problems with either of the following:

  1. When on the RedEye network and scanning for your home network, you do not see your home network in the list of results.
  2. After successfully transitioning the RedEye unit to your home work, it later stops appearing in your Rooms list.

This networking issue revolves around regulatory differences for the wireless spectrum in the EU and Japan versus in North America.

In North America, wireless routers are limited to the use of channels 1 through 11. In other countries additional channels are available. For example, Europe allows wireless routers to use channels 1 through 13, and routers in Japan can operate on channels 1 through 14. We have limited RedEye to channels 1 through 11 in order to comply with North American regulations. As a result, customers in Europe and Japan may encounter networking problems with RedEye if their routers are connecting through a higher channel (12 and above).

Even if you have previously connected RedEye to your network, many wireless routers come pre-configured to automatically select a channel based upon ambient noise levels. If the channel changes at some point in the future, RedEye may not be able to keep up with the change.

To alleviate this problem, we suggest that all European and Japanese customers deactivate automatic channel selection in their router settings. Manually setting the router to a channel between 1 and 11 will prevent the router from operating on a channel that is not supported by RedEye. Our European and Japanese customers using router equipment which is also widely marketed in the US may find that their router’s manufacturer has already limited the software to use channels 1 through 11. However, as a precaution we ask that our customers check this setting if they are having networking problems with their Wi-Fi RedEye unit.