Customer Support Guide for Airties Wi-Fi

How to help customers with the most common AirTies Wi-Fi problems as a support agent.

Customer Needs Help With a New Installation

Remember to emphasize the importance of optimal device placement. We have a separate guide for customers who want to use wired internet connections for more than one access point (also known as Ethernet mesh).

For professionals, we also have our own Professional installer's guide to installing Airties smart wifi

Customer Is Having Mesh Problems: Troubleshooting Guides

Customer Is Having Mesh Problems: Questions to Ask

  1. Is this a network that used to work and has recently started having problems, or a new network that has never worked as expected?
  2. Are the light signals on the front of each unit green with a short flash?
  3. Do the problems apply to all clients, or just one or a select few?
    • If the problem is limited, get as much information as possible from the customer about the client(s) and see "Client Issues" below
  4. Are the network name (SSID) and password the defaults, or have they been changed?
  5. Does the customer have more than one Wi-Fi network? See "Competing networks from router" below.

It may also be worth asking early on whether the customer has the AirTies WiFi app.

If you have EyeSaaS Carat and / or Pearl , you can of course directly retrieve information that will save you some of these questions. We will provide some hints and tips for each case below.

The Most Common Problems and What to Do About Them

Problematic Device Placement

If the devices are positioned so that they are not within good coverage range of each other, or one of them is placed behind, for example, a TV, this will negatively affect performance and reliability.

What you can do

Ask the customer to check with the AirTies Wi-Fi app. The network topology in the end-user app is not very precise, but gives an indication of whether the devices are able to reach each other and how well the data traffic flows.

Advise the customer on the optimal placement of access points. Feel free to send them the placement guide.

More information: Airties placement guide

If you have EyeSaaS: Check the signal strength in Pearl and / or Carat, and the Carat traffic light "Mesh Placement".

Cabling or setup errors

This is typically a problem that will occur immediately after installation, but can also occur if the customer has added something to their setup after the original installation, such as a switch.

One of the Airties devices should always be wired directly to the router or the device that acts as a router.

What you can do: Send the customer the troubleshooting guide with illustrations of how cables should be connected.

More information : Troubleshoot Airties mesh networks

If you have EyeSaaS: Check whether all the devices have a working connection to the internet. Can they be reached from the Customer Center? Do they appear in Carat?

Competing networks from the router

When you have Airties mesh Wi-Fi, Wi-Fi from the router should be switched off, both to avoid unnecessary interference / noise, and to prevent clients from connecting to the "wrong" network. We get a lot of reports about customers who do not see any benefit from their mesh network at all because the clients continue to connect to the old router ...

What you can do: Have the customer turn off Wi-Fi in the router, or do it for them with their permission if you have access via EyeSaaS or another administration system. Remember to make them aware that everything that is connected to the "old" network must sign on to Wi-Fi again.

If you have EyeSaaS: Check the "Gateway Setup" traffic light in Carat.

SSID is different for the frequency bands

This is not a very common problem, but it does occur from time to time: A customer has chosen to give the 2.4 GHz and 5 GHz networks different network names and passwords. This breaks client steering in AirTies mesh, which ensures that all clients are connected at all times to the device and frequency band that provides the best user experience.

When using the AirTies WiFi app, it is only possible to set one SSID and one password, but in the web interface air4930.local / air4920.local it is technically possible to set up two different ones for the frequency bands.

What you can do: Ask the customer to make the setup identical for both frequency bands, or override their current setup using EyeSaaS or another management system with their permission.

Client issues

If there are one or a few clients that are having constant problems connecting or getting good performance from the network, the problem probably lies with the client. For example, an older model that does not support new standards, a product developed for countries that use other channels, or a product that does not handle mesh.

What you can do: It depends on the client. Some types of problems, such as smart TVs and panel heaters, are common and well-known enough that we have documented procedures you can share with the customer to make them work.

More information:

If you have EyeSaaS: Look for problematic clients in the Carat network topology. Older clients will be reflected in the "Legacy Client" traffic light.

Access point no longer part of Airties mesh

A device that flashes green is not part of the mesh network.

What you can do: This is a type of problem that will most often be resolved by restoring factory settings.

Remember:

  • You must include all the devices when resetting, it is not enough to reset one device in a mesh network.
  • Additional devices that have been added to a mesh network will need to be added again after a reset. Only devices that came in the same home pack will recognize each other with factory settings.

More information: Restore factory settings on Airties

If you have EyeSaaS: Check the network topology and see how many devices are present.


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Norge / Norway
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