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Wireless Troubleshooting Information

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Question
How do I troubleshoot my wireless connectivity?
Answer

If wireless connection issues arise, troubleshooting may resolve the issue, or may provide insight as to what is causing the issue.  This document provides helpful information for troubleshooting wireless connectivity issues.

Requirements

  • Internet service from a service provider
  • Wi-Fi gateway
  • Wireless client (e.g. computer, smartphone, tablet)


The document contains the following sections, to be followed in sequence:

  1. Locating the Wireless Encryption Key
  2. Unplugging / Plugging the Power Cord
  3. Eliminating Wireless Interference
  4. Connecting to the Internet via Ethernet


Locating the Wireless Encryption Key

When attempting to establish a wireless connection with the wireless client, a prompt may appear for a wireless key (which works like a password) to connect to the wireless network. The wireless key is a combination of letters and/or numbers. The encryption key can be found by accessing the GUI (Graphical User Interface) of the Wi-Fi Gateway, and may also be located on a sticker on the Wi-Fi Gateway.  It is suggested to verify the key in the following sequence:

  1. Locate the encryption key on the sticker(s) of the Wi-Fi Gateway.
    • If the encryption key cannot be located, skip down to step 3.
  2. Enter that encryption key into the wireless client.
    • If a connection cannot be made, proceed to step 3.
    • Otherwise, the wireless client should now be able to connect to the Internet, and no further action is needed.
       
  3. Locate the encryption key in the GUI (Graphical User Interface) of the Wi-Fi gateway.
    • If the key located in the GUI is the same as the key located on the sticker, refer to the Unplug & Plug the Power Cord section of this document.
  4. Enter that encryption key into the wireless client.
    • If a connection cannot be made, proceed to the Unplug & Plug the Power Cord section of this document.
    • Otherwise, the wireless client should be able to connect to the Internet, and no further action is needed.


Unplugging / Plugging the Power Cord

There may be times in which a device needs a reboot, in order to establish a connection.  Unplugging and plugging back the power cord (also known as a "cold reboot") of the Wi-Fi Gateway may help restore functionality.

  1. Unplug the power cord from the electrical outlet for about 10 seconds.
  2. Plug the power cord back into the electrical outlet.
    • If wireless connection issues still arise, proceed to the Wireless Interference section of this document.


Eliminating Wireless Interference

There are many variables that can cause a weak wireless signal or wireless interference.  This can result in a slow wireless connection or not being able to connect at all.  These variables include (but are not limited to) the following:

  • Additional router or modems
  • Cordless phones
  • Microwaves
  • Walls
  • Long distance or very short distance
  • Metal objects
  • Baby monitors

If any of these variables are present at the location, move the wireless client closer to the Wi-Fi Gateway.  Remove any other router or modems that might be in use.  If the wireless client and the Wi-Fi Gateway are sitting next to each other, try moving them about 5 feet away from each other.


Connecting to the Internet via Ethernet

If the wireless client still cannot connect to the Internet, it's good to know if that client can connect with an Ethernet cable (which is included with the Wi-Fi Gateway in the original packaging).  An Ethernet cable resembles the physical appearance of a telephone cable, but larger.  Connect this cable from the Ethernet port of the wireless client to an Ethernet port on the Wi-Fi Gateway.

If a connection to the Internet can be made using an Ethernet cable, it is recommended to contact the manufacturer of the wireless client for assistance.  If a connection to the Internet still cannot be made, it is recommended to contact the Internet provider to troubleshoot the Internet connection.

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