Pearl - Troubleshooting communication led status
Wi-Fi connectivity issues led status
Table of Contents
Step 1. Wi-Fi Network Requirements
Step 2. Wi-Fi Network Credentials
Step 3. Wi-Fi range
The Pearl unit has a much smaller antenna than a smartphone or a laptop which is sometimes misleading. This is also the reason that from the Pearl perspective the Wi-Fi at your location could appear Weak.
A simple test that can be done with minimal effort is the following:
- Bring the set of Pearls within 10 feet of your Wi-Fi's access point with a clear line of sight.
- Leave them on a desk/table for a day or two making sure they stay aligned together.
- If needed you can also generate a few counts by using a thick piece of cardboard and breaking the beams in both directions to create in and out counts.
- Review the Smartapp or T.M.A.S. to confirm the counts updated confirming communication, the Pearl Main unit should also stop indicating a communication issue by looking at its led.
If the above steps worked, we recommended adding a Wi-Fi extender closer to the Pearl area, details can be found in this article: PEARL - Adding a Wi-Fi Extender.
If the steps above did not resolve the issue, make sure that the network requirements and credentials used are met.
Step 4. Local Network
To confirm that the PEARL unit is connecting properly to your network, you can refer to the below options. (you might also need the help of your IT team or someone that is Tech Savvy).
Option 1 (recommend): Login to your DHCP server of Access Point to confirm that you are seeing the PEARL units' mac address connect.
Option 2: Scan your network on top of the hours for the PEARL's Mac Address, for your reference: How to confirm local network communication
Step 5. Network security might be tight
The PEARL communicates by pushing the information to our T.M.A.S. SaaS platform, should you be doing any type of network filtering you will need to whitelist our software URL.
You can refer to the following article, PEARL - T.M.A.S. SaaS Communication
** Due to the vast amount of network configurations, and for security purposes, we do not provide technical support regarding your local network, you might need to provide the above link to your networking team for them to confirm.
Still experiencing issues
So you went over the above Issues and proceeded with the proper checks are your still experiencing issues?
In this case, the next step would be to reach out to our support team for help. We are reachable via one of two ways:
Option 1: Email us at email@example.com