I am unable to see my network name (SSID) when the Phyn App prompts me to “Choose the Wi-Fi network you would like Phyn to connect to.”

If your Phyn device is unable to see your network SSID in the list of available Wi-Fi networks that is an indication that one of these conditions may exist:

  • The wireless network is down or offline
  • The wireless router is online but needs to be rebooted
  • The network administrator has disabled SSID broadcast in the router settings
  • The network administrator has disabled broadcast of the 2.4Ghz network band in the router settings
  • The network administrator has restricted access to only devices that are “allowed” on the network.  This is called MAC address filtering
  • The Phyn Plus device is either turned off or is located too far from the Wi-Fi router

Troubleshoot disabled SSID broadcast:

  • Verify that the Home Wi-Fi network is turned on and that other devices can connect to the wireless network
  • Ask the person who set up the network whether they disabled SSID broadcast.  If they disabled broadcast of the SSID the Phyn Plus will never be able to connect to the network.
  • If SSID broadcast is disabled, enable SSID broadcast
  • Complete Device Setup

Troubleshoot disabled 2.4Ghz network band broadcast:

  • Verify that the Home Wi-Fi network is turned on and that other devices can connect to the wireless network
  • Ask the person who set up the network whether they disabled 2.4Ghz network band broadcast.  If they disabled broadcast of the 2.4Ghz network band, the Phyn Plus will never be able to connect to the network.  The Phyn Plus uses the 2.4Ghz network.  If a user attempts to connect to a router that only broadcasts using the 5Ghz band, the Home network will appear in the available list of networks but will appear greyed out.
  • If 2.4Ghz network broadcast is disabled in the router settings, enable 2.4Ghz network broadcast
  • Complete Device Setup

Troubleshoot MAC address filtering issue:

  • Verify that the Home Wi-Fi network is turned on
  • Ask the person who set up the network whether MAC address filtering is enabled.
  • If MAC address filtering is enabled, the network administrator needs to add the MAC address of the Phyn Plus to the “allowed” list in router configuration.  The MAC address is printed on a label attached to the Phyn Plus Homeowner Guide.
  • After the MAC address has been added to the “Allowed” list, complete Device Setup

Troubleshoot Phyn Plus device too far from router issue:

  • Verify that the Home Wi-Fi network is turned on
  • At the location where the Phyn Plus device is installed, turn on any Android or iOS phone or tablet.
  • Go to Settings > Wi-Fi
  • If the Home Network SSID is not visible, walk closer to the location where the Wireless router is located.
  • If the Network SSID is only visible if the customer moves the phone closer to the location of the network, that is an indication that the Wi-Fi signal strength near the Phyn device is too weak.
  • If the Network SSID is visible near the Phyn device, but the SSID keeps disappearing as an available network, that is an indication that the Wi-Fi signal strength near the Phyn device is too weak.
  • If the Network SSID is visible near the Phyn device, but the Wi-Fi icon next to the SSID shows one or more of the Wi-Fi coverage bars as greyed out, that is an indication that the Wi-Fi signal strength near the Phyn device is too weak.
  • The customer will need to purchase either an external Wi-Fi antenna for the Phyn device or a Wi-Fi Range extender for the Wi-Fi network to resolve any weak Wi-Fi signal issues.

A Wi-Fi Range extender or repeater will boost the signal of the Home Wi-Fi network to allow the Phyn Plus device to connect and stay connected.

Note: The Phyn Plus device should be located close enough to the Wireless Router as possible to ensure that the Phyn Plus remains connected through Wi-Fi without connection drops.

In larger homes or in homes where the Phyn Plus is installed in a basement, it will be necessary to purchase one or more Wi-Fi Range Extenders to “daisy-chain” a viable Wi-Fi signal from the router to the location of the Phyn Plus device.   Wi-Fi Range Extenders or Wi-Fi Repeaters are available from many hardware manufacturers including Belkin.

A Wi-Fi Range extender contains two wireless routers, similar to the wireless router you already have in your home or office. One of these wireless routers picks up your existing home Wi-Fi network. It then transfers the signal to the other wireless router, which transmits the boosted signal.

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