Advanced Guide to Troubleshooting Wi-Fi Network Issues

Minimizing Interference Risks

1. Check the distance between the router and the Wi-Fi module (the one powered by mains). Walls and certain surfaces can absorb the wireless signal. If this improves connectivity, it is advisable to install a Wi-Fi repeater in the room where you want to install your Netatmo product.
2. It is preferable that the Wi-Fi module and the router are not located:
   • Behind a television.
   • Near an aquarium.
   • In or on a metal object.
   • In a closed piece of furniture.
   • Near multiple wires or electrical cables.
   • Near another wireless device.
3. If you have any of these devices at home, temporarily turn them off and check if the connection is restored (this may take up to 15 minutes):
   • Laptop, tablet, cordless phone, etc.
   • Printer, speaker, and any other wireless device.
   • IP camera.
   • Microwave (while running).

If this improves the situation, try increasing the distance between the Netatmo products and the affected device. It may not be possible to use them at the same time.

Access Point Configuration

Basic

• Restart the Wi-Fi router.
• If there are multiple Wi-Fi access points (repeater, amplifier, extender) in your network, make sure to set a different network name (SSID) for each access point. Then, ensure that the Wi-Fi module is configured to connect to the access point with the strongest signal.

Advanced

For the following steps, connect to the Wi-Fi router's administration interface. To do this, refer to the router's user manual.

Note: If there is no manual, search on a web browser for "how to access 'router name'".

• If the router is compatible with the WPA3 security standard, ensure that WPA2 is also enabled (Netatmo products can only connect in WPA2). If "WPA2/WPA3 mixed mode" is not available, use WPA2 only.
• If possible, update the router's software version.
• Choose a simpler Wi-Fi password, without special characters.
• Ensure that no MAC filtering is enabled on the router (or ensure that the Relay is on the list of authorized devices).
• Ensure that access restrictions (parental controls, etc.) are disabled.
• Check if the router has a sleep function. If so, disable it (especially if Netatmo products disconnect and reconnect every day at the same time).
• Disable Wi-Fi channel usage restrictions (enable automatic selection), or select channels 1, 6, or 11.
• If the router is compatible with the 5GHz network, ensure that the 2.4GHz network is also enabled (Intuis Connect products are compatible only with 2.4GHz networks) and that the two networks have different names (SSIDs).
• If possible, disable the 5GHz network.
• Check if the UPnP network protocol is enabled. Its use is recommended.
• If possible, replace the current DNS servers with those of Google (primary server: 8.8.8.8 / secondary server: 8.8.4.4).
• Check if the router has a firewall/port filtering. If yes:
  • Open port 25050 (TCP).
  • Assign a fixed IP to the Wi-Fi module with its MAC address.

 

If your network is correctly configured, please provide us with the following details so that our technical teams can assist you further:

• the device used for installation (mobile device or computer)
• its brand and model if it is a mobile device
• its operating system (Android or iOS) and its version
• the error message obtained (a screenshot if possible)