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EERO FOR SERVICE PROVIDERS

CONFIDENTIAL

Common Troubleshooting Scenarios

This training module will cover our top contact drivers along with

troubleshooting steps to resolve these customer pain points.

Categories

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Setup Issues

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Ofﬂine eero(s) issues

●

Speed Issues

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Connected Device Troubleshooting

eero Confidential Information. Discussion purposes only - subject to change.

Summary of Contents for eero 6

Page 1: ...eero Support Common Troubleshooting Scenarios 1...

Page 2: ...ing module will cover our top contact drivers along with troubleshooting steps to resolve these customer pain points Categories Setup Issues Of ine eero s issues Speed Issues Connected Device Troubles...

Page 3: ...Setup Issues...

Page 4: ...uter 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 th...

Page 5: ...hat they have followed the process below and preferably walk them through it step by step 1 Disconnect other devices from modem MRC and power off the unit 2 Use one ethernet cable to connect an eero t...

Page 6: ...on the modem rst and make sure it s online prior to plugging in the Gateway eero 2 Hard reset the gateway a press hold the reset button until LED blinks red 3 Swap ethernet ports 4 Swap units if possi...

Page 7: ...wer to both the modem and gateway eero c Make sure the gateway eero s status LED ashes blue before continuing to the next step 2 Add the gateway eero a This is done by inputting the 16 character eero...

Page 8: ...be accomplished in RNM via the steps below 1 Ensure the eero is plugged into power Ethernet connectivity is not required to add an eero to an existing network 2 Select Add on the network page in RNM 3...

Page 9: ...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 Con rm active internet connection at the mode...

Page 10: ...This public facing help center article addresses these issues 1 Ensure bluetooth is enabled on the smartphone tablet 2 Attempt to set up using a different smartphone tablet 3 Have the user attempt to...

Page 11: ...ove the eero to the intended location and check the signal strength 2 Attempt to add the eero manually via RNM 3 Connect eero via an ethernet cable to the Gateway eero a Once connected attempt to add...

Page 12: ...eero Of ine Issues...

Page 13: ...on at the modem or upstream router by connecting an end device like a laptop or desktop to the modem and verifying that the internet is reachable One or more leaf eeros of ine All eeros of ine eero Of...

Page 14: ...he 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...

Page 15: ...a 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 seco...

Page 16: ...ne 3 Connect leaf eero s to the gateway eero via Ethernet a Wait 2 3 minutes and check if eero comes online 4 Swap leaf eero s with gateway eero and power cycle the modem a Please note to customer tha...

Page 17: ...NM It will show of ine as indicated in the picture to the right a If this eero has not been added to the network walk the customer through adding it to their network or add it on their behalf in RNM 2...

Page 18: ...any assumptions about what type of setup a given customer has 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 at su...

Page 19: ...eatures 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 st...

Page 20: ...etween 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 re...

Page 21: ...Speed Issues...

Page 22: ...ooting any kind of speed issues can be a lengthy process Be sure to perform a speedtest after each of the steps and keep the customer informed on the reasoning behind the steps In this section we cove...

Page 23: ...speed comparison Gateway Leaf Typical wireless speeds supported by eero to client devices by product type eero Pro 6 and eero 6 1 000 800 600 400 200 0 Pro 6 Pro 6 eero 6 eero 6 Pro 6 eero 6 Test res...

Page 24: ...Gateway and repeat step 1 3 Check the environment of the unit a Are there any other active WIFi networks is it out in the open at surface are there any appliances nearby etc 4 Soft reset the Gateway...

Page 25: ...nsure Optimize for Conferencing and Gaming eero Labs is disabled before performing speed tests 3 Use at least two 3rd party speed test servers fast com and speedtest net are good options 4 Test with a...

Page 26: ...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...

Page 27: ...directly by hardwiring a device to the upstream connection Modem router ONT etc and running a speedtest 2 Con rm that the Ethernet cable supports the expected speeds a CAT 5 up to 100 mbps b CAT 5e o...

Page 28: ...Connected Device Troubleshooting...

Page 29: ...s for Note Turning device WiFi off for 10 seconds and turning it back on can resolve many device speci c issues with intermittent connectivity Device not connecting to the network Device dropping from...

Page 30: ...p navigate to Discover eero Labs Toggle off WPA3 4 Try connecting the device while 5GHz is disabled a App Settings Troubleshooting My device won t connect b If it is an older device not compatible wit...

Page 31: ...Is the issue with one device or multiple devices Set an IP reservation if wireless App Settings Advanced Reservations and Port forwarding 2 Toggle WiFi On Off 3 Forget the network on the connected dev...

Page 32: ...in the app on Home Pro les Devices Paused b Blocked will show on Home Scroll to the bottom Blocked 3 Change the DNS of the network a Settings Advanced DNS i We often recommend Google DNS 1 IPv4 Primar...

Page 33: ...evices on the home page in the eero app 2 Check if the device is Paused or Blocked from the eero app a Paused devices will show in the app on Home Pro les Devices Paused b Blocked will show on Home Sc...

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