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Related Manuals for eero Pro 6
Summary of Contents for eero Pro 6
- Page 1 Support | Common Troubleshooting Scenarios...
- Page 2 This training module will cover our top contact drivers along with troubleshooting steps to resolve these customer pain points. Categories ● Setup Issues ● Offline eero(s) issues ● Speed Issues ● Connected Device Troubleshooting CONFIDENTIAL eero Confidential Information. Discussion purposes only - subject to change.
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Page 3: Setup Issues
Setup Issues... - Page 4 Setup Issues One of the biggest frustrations with a traditional router has to be the confusing and complex setup process, so at eero we’ve taken a different approach: make the entire setup experience as quick and easy as possible. Our app will walk customers through the process, but here is a list of common issues they may encounter during setup.
- Page 5 EERO FOR SERVICE PROVIDERS Gateway Setup Issues If a customer reports any setup problem with the gateway eero, first make sure that they have followed the process below, and preferably walk them through it step-by-step. Initial Steps 1. Disconnect other devices from modem / MRC and power off the unit 2.
- Page 6 Troubleshooting Error Messages 1. Power cycle the modem / MRC with the eero connected a. Power off for at least 2 full minutes b. Power on the modem first and make sure it’s online prior to plugging in the Gateway eero 2.
- Page 7 How to create a network in RNM 1. Plug in the gateway eero a. Connect the modem to any ethernet port on the gateway eero using an ethernet cable b. Connect power to both the modem and gateway eero c.
- Page 8 EERO FOR SERVICE PROVIDERS Gateway Setup Issues If the issue is adding an eero to an existing network, this can be accomplished in RNM via the steps below. How to add an eero to a network 1. Ensure the eero is plugged into power. Ethernet connectivity is not required to add an eero to an existing network.
- Page 9 Additional Troubleshooting 1. Ensure the LAN cable between the eero and the modem / MRC isn’t frayed, poorly terminated, or has questionable integrity, and that the eero is properly connected to the modem (one ethernet cable to a designated LAN port) 2.
- Page 10 EERO FOR SERVICE PROVIDERS Leaf Node Issues The most common issues that arise when setting up leaf nodes are “No eero device found” and “Hmm, let’s try moving it.” These issues are typically attributed to a bluetooth connectivity issue, or placement of the leaf nodes.
- Page 11 EERO FOR SERVICE PROVIDERS Leaf Node Issues This error is often the result of the eero not being able to communicate with the Gateway eero. Troubleshooting “Hmm, let’s try moving it” 1. Move eero into the same room as the Gateway eero for setup.
- Page 12 Offline Issues...
- Page 13 ● eero Offline (Blinking Blue LED) ● Stability issues on a leaf node Note: The following steps are for troubleshooting offline eeros / networks. If the eero functions properly after any step, the issue has been resolved and no further actions are needed.
- Page 14 EERO FOR SERVICE PROVIDERS eero LED Status Lights On the front of the eero, there is a LED status light. When everything is running correctly, the eero's light will be solid white (unless you have turned it off). If your LED is in a different state, including a different color or is blinking/flashing,...
- Page 15 If not, check the customer’s topology. Are there any routers or switches upstream of the eero? If so, try bypassing them if possible. 3. Soft reset the Gateway eero by holding the reset button for 7 seconds, or until the LED flashes yellow.
- Page 16 You can perform a hard reset by holding the reset button down for 20 seconds, or until the LED blinks red. b. Do not hard reset the Gateway eero. If a hard reset is performed on the Gateway, the network will be deleted and required re-setup.
- Page 17 Troubleshooting Steps 1. Check to see if the eero has already been added to the network. If so, you will see the eero on the network details page in RNM. It will show offline as indicated in the picture to the right.
- Page 18 We will need to know how everything is connected in the customer’s network. 3. Check the environment of the eero (is it out in the open; flat surface; are there any appliances nearby, etc.) a.
- Page 19 RNM features a Topology Map to use when troubleshooting. This map shows connection quality of the eeros and connected devices, and is very useful when isolating issues with an eero or client device. Signal strength can be determined by hovering your mouse over the eero you’re troubleshooting. CONFIDENTIAL...
- Page 20 EERO FOR SERVICE PROVIDERS Leaf Node Stability Issues Continued Signal strengths between the minimum and maximum range will impact the performance of the network. While many factors can come into play when gauging the performance of a wireless network there are some signal values recommended for certain activities. These are approximate values and are provided as general guidance.
- Page 21 Speed Issues...
- Page 22 EERO FOR SERVICE PROVIDERS Speed Issues It is important to assume that all speed concerns are an actual issue until proven otherwise. We want to empower the customer by providing them with information, rather than dismissing their concerns. Troubleshooting any kind of speed issues can be a lengthy process.
- Page 23 EERO FOR SERVICE PROVIDERS Wireless speed eero Pro 6 and eero 6 comparison. 1,000 Typical wireless speeds supported by eero to client devices by product type. Pro 6 + Pro 6 eero 6 + eero 6 Pro 6 + eero 6...
- Page 24 When troubleshooting slow speeds, it’s important to look at things on a network level as you work to isolate the issue. This involves testing performance on the modem, gateway eero and additional leaf nodes. You can run a speed test and view past speed tests in RNM as shown in the video.
- Page 25 5. Try to wire the device to the Gateway eero (explain Theoretical Wi-Fi speeds if needed). a. If the device obtains proper speed wired directly into an eero, the device could be experiencing issue with it’s WiFi card. Verify again that other devices are getting expected speeds and refer to manufacturer of the device.
- Page 26 EERO FOR SERVICE PROVIDERS Slow speed on a connected device continued RNM includes tools to help you troubleshoot connected device connectivity and performance. The Topology map and Devices tabs will let you check connectivity status, signal strength, Rx Bitrate and more.
- Page 27 3. Swap ethernet cords - if the cable looks damaged/faulty. 4. Swap ethernet ports - it is possible that the ethernet port on the upstream device is faulty. 5. Refer to the ISP - we have proven that the issue is not eero related. CONFIDENTIAL...
- Page 28 Connected Device Troubleshooting...
- Page 29 EERO FOR SERVICE PROVIDERS Troubleshooting Connected Devices Troubleshooting connected devices can vary greatly depending on the client device. The following slides cover the common steps that apply to the largest number of devices you will see contacts for. Note: Turning device WiFi off for ~10 seconds and turning it back on can resolve many device-specific issues with intermittent connectivity.
- Page 30 If it is an older device not compatible with WiFi 6, try enabling Legacy Mode Note: Legacy Mode is only available on eero 6 and eero 6 Pro. If a device is not compatible with WiFi 6, it will not see the network name in the list of available WiFi networks.
- Page 31 App > Settings > Advanced > Reservations and Port forwarding 5. Check the ethernet cable and ethernet ports (if wired). a. Attempt connecting the device to another ethernet port on the eero b. If a switch is present, try hardwiring directly to the eero 6.
- Page 32 We often recommend Google DNS 1. IPv4 Primary: 8.8.8.8 2. IPv4 Secondary: 8.8.4.4 4. Soft reset Gateway eero by holding the reset button for 7 seconds or until the LED flashes yellow 5. Contact Manufacturer a. Set a follow-up with the customer...
- Page 33 Troubleshooting Steps 1. Gather the model of the device and ensure that it is connected to the eero network a. Check the connected devices on the home page in the eero app b. Check “Recently Connected” devices on the home page in the eero app Thanks! 2.