Troubleshooting When You Cannot Connect to eero wifi

Which tool will be most helpful depends on how the problem presents itself.

Can See Network, But Not Connect

If the network shows up as available to the wireless client, but it cannot connect, you probably have a device that does not support the fastest frequency band for wifi available today, which is 5 GHz.

This is a typical issue for household electronics like electric heaters, robot vacuums and similar that have a wifi component and typically an app-based setup.

For much such devices, temporarily disabling the 5 GHz network will be sufficient. When they have connected once, they should be able to find the correct frequency band on their own next time.

1. Open the eero app
2. Select "Settings" bottom right.
3. Select "Troubleshooting" from the lower half of the screen.
4. Select "My device won't connect"
5. Select "My device is 2.4 GHz only"
6. Press "Temporarily pause 5 GHz".

eero will now disable the 5 GHz frequency band for 10 minutes.

• Note that other devices connected to the wireless network while this is going on, will likely notice a temporary, adverse effect to network performance.
• You can interrupt this at any time during the 10 minutes by pressing "Cancel".

If Disabling 5 GHz Is Not Helpful

Some wifi clients may also have a problem with the WPA3 security protocol, if this has been enabled. This will primarily be a problem for older wireless devices.

If your device can see the network, but not connect even with 5 GHz disabled, you can turn off WPA3:

1. Open the eero app
2. Select "Discover" from the toolbar at the bottom of the screen
3. Press "eero Labs"
4. Verify that the slider next to WPA3 is off / press to turn it off if it has been enabled.

WPA3 will now remain disabled until you actively choose to turn it back on again. eero will use WPA2 instead.

Network Is Not Visible / Available

If the network does not show up as available to your device at all, it may not work with Wi-Fi 6, which is the wifi standard used by the eero wireless network.

Note that Wi-Fi 6 was created to work with older products as well as new, so in most cases this should not be an issue, but some problems may occur.

For such a device to connect to the network, Wi-Fi 6 must be disabled completely.

1. Open the eero app
2. Select "Settings" bottom right.
3. Select "Troubleshooting" from the lower half of the screen.
4. Select "My device won't connect"
5. Select "My device can't detect Wi-Fi 6"
6. Press the slider next to "Legacy Mode"

The eero network will now go into Legacy Mode until you actively choose to disable it.

Note that Legacy Mode will give an overall poorer network performance, and we strongly recommend trying to solve the problem with your wireless client:

• Has all software / firmware / any drivers been upgraded to the latest available version?
• If you google the product name / model and "wi-fi 6", do you see known issues and/or suggested solutions?

For optimal performance, disable Legacy Mode as soon as you are able to.