Wireless issues can be due to physical interferences or to the configuration of the Wi-Fi access point. In this article, we will first try to reduce all physical interferences, then propose some easy steps to troubleshoot your Wi-Fi access point.
Minimize interferences
- Try to reduce the distance between the router and the camera. Walls and certain surfaces can absorb the wireless signal. If it does not solve the connectivity issue, you need to install a Wi-Fi repeater in the room you want to install your Netatmo product in.
- It is best if the camera and the router are not:
- Behind a TV.
- Near an aquarium.
- Placed in or under a metal object.
- Placed in a closed furniture.
- Near a large amount of wires and cords.
- Near any wireless devices.
- If you have one of these devices in your home, temporarily turn it off and check if the problem is resolved:
- Laptops, tablets, etc.
- Wireless printers, speakers and any other wireless device.
- IP cameras.
- Microwaves (when in use).
- Cordless phones.
Access point configuration
Basic
- Reboot the Wi-Fi router.
- If you tried to set up your camera on 5GHz access point and failed, try the same process using a 2,4GHZ access point. Once set up, the camera will receive an update in the next hour, after which you can switch to your 5GHZ access point again.
Advanced
For the next steps, you’ll need to connect to your router’s configuration page. To do so refer to the router’s user manual.
- Check that you use a WPA/WPA2/WPA3 secured access point, as WEP-secured access points are not supported anymore.
- Try to update your router to its latest firmware version.
- Try to set a simpler Wi-Fi password, without special characters.
- Ensure there is no MAC filtering enabled on the router (or make sure the Camera is in the white-list).
- If available, enable "VPN Passthrough" and "IPsec Passthrough".
- Ensure access restriction (parental control, etc.) is disabled.
- Check if your router has a sleep function. If so, disable that function. (If your Netatmo product disconnects and reconnects every day at the same time).
- Disable the Wi-Fi channel restriction (enable automatic selection), or select channel 1, 6 or 11.
- Check whether UPnP is enabled. It is recommended to use it.
- Try replacing the current DNS servers by those of Google (Primary: 8.8.8.8 / Secondary: 8.8.4.4).
- Please check if your router has any firewall / port filtering. If so:
- Open the ports 500 & 4500 (UDP).
- Assign the Wi-Fi module a static IP with its MAC address.
If your network is correctly configured, please provide us with the following details so that our technical teams can help you with the best efficiency:
- which device was used to do the installation (mobile device or computer),
- its brand and model if it is a mobile device,
- its operating system (Android or iOS) as well as its version number,
- the error message obtained (a screenshot if possible).
Updated