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If you have tried using the app and are unable to complete the steps involved, please contact Technical Support at 1-888-345-1111.
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Step 1: Power cycle your eero(s). Try a power cycle on your eero(s) by unplugging the power cable from the back of your eero or disconnecting from the power outlet, wait for 30 seconds, and then plug it back in. This will reset the device which will sometimes fix connectivity issues. The LED will turn solid white, then will flash white while booting up. It takes about a minute to start up and begin broadcasting. When the LED is solid white again, the power cycle is complete.
Step 2: Restart your modem. Unplug the power cable from your modem, wait for 30 seconds, then plug it back in. Depending on the model of your modem, it can take a few minutes to restart.
Step 3: Check your Internet connection. You can make sure that you have an Internet connection by plugging your computer directly into the modem. If your Internet connection is up and running, you will be able to access the Internet when connected to the modem via Ethernet.
If problems still remain please contact Technical Support at 1-888-345-1111.
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Step 1: Make sure your eero is connected to your modem via the Ethernet cord provided in the box. It should clip snuggly into your eero and one of the Ethernet ports on your modem. Be sure to plug the ethernet cord into the correct port on your modem. On a standard modem, it will plug into the "WAN" or "Internet" port.
Step 2: Try power cycling your modem. If there’s an on/off switch, switch it off and wait for 30 seconds before switching it back on. If there is no on/off switch, unplug the modem and wait for 30 seconds before plugging it back in. Once the lights stabilize on your modem’s display, you’ve successfully powered it back on.
Step 3: Power cycle your eero(s). Try a power cycle on your eero(s) by unplugging the power cable from the back of your eero or disconnecting from the power outlet, wait for 30 seconds, and then plug it back in. This will reset the device which will sometimes fix connectivity issues.
The LED will turn solid white, then flash white while booting up. It takes about a minute to start up and begin broadcasting. When the LED is solid white again, the power cycle is complete.
If problems still remain please contact Technical Support at 1-888-341-1111.
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If you’re having trouble setting up a 2.4 GHz-only device, you can hide 5 GHz temporarily through the eero app. Hiding the 5 GHz band will ensure that all of your devices connect to the 2.4 GHz band to allow a smooth setup.
Follow these steps to temporarily hide 5 GHz:
- Log into the eero app using your eero account information.
- Tap Settings at the bottom of the home screen.
- Tap Troubleshooting towards the bottom of the settings screen.
- Tap My device is 2.4 GHz only
- Tap Temporarily pause 5 GHz to hide 5 GHz for 10 minutes.
Hiding the 5GHz band is temporary, and it will be automatically re-enabled after 10 minutes. This is to ensure the successful setup of your 2.4GHz devices, and then re-enabling 5GHz for optimal network performance on compatible devices.
If you would like to re-enable your 5GHz band before the 10 minutes has expired please hit cancel at the bottom of the app screen.
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If you ever experience an issue with your network, we encourage you to run a network health check through the eero app. We know how frustrating networking issues can be, so we designed our health check feature to help you quickly pinpoint any problems.
How do I run a health check?
After opening the application, open the menu and tap on Help. You will find four different options at the top of the page. Select the problem statement that best represents the issue you’re experiencing:
My internet connection drops
My internet is slow
My internet is offline
My beacon’s light is red
After selecting an option, the app will run a health check on your network to identify what’s going on. Once you follow the prompts, you will be presented with the results and suggested next steps.
If problems still remain please contact Technical Support at 1-888-341-1111.
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As with all routers, resetting your eero(s) can be a useful troubleshooting step. We generally recommend deploying simpler steps—such as power cycling your eero(s) by unplugging the power cable, waiting 30 seconds, and plugging it back in—before attempting a reset.
Reset eeros through the app:
To reboot your eeros through the app, tap the beacon you'd like to reboot from app Home screen and scroll to Restart on the Restart screen, tap the blue Restart button to begin the reboot. Doing so will immediately start the restart process, thus taking your eero offline momentarily as it powers back on.
Reset eeros with the reset button:
The eero reset buttons can be physically found either on the side or the back of the device. Before resetting your eero, make sure it has been powered on for at least 45 seconds.
The reset will clear all network configurations from the eero, but preserve its sessions. This keeps the eero on your network and saves its logs and advanced settings such as IP reservations and port forwarding configurations.
To reset your eero, hold the reset button until its LED flashes yellow (7 seconds), then release it.
If problems still remain please contact Technical Support at 1-888-341-1111.
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Like other electronic devices, eeros are expected to get warm when they’re turned on and operating. Touching your running eeros may feel comparable to touching the bottom of a laptop that’s been sitting on your lap and in use for an extended period of time.
To ensure your eero is operating at an optimal temperature, please follow these steps:
Place your eeros out in the open. Avoid placing eeros inside of containers or in small, enclosed spaces.
Don’t cover your eeros with other objects. Avoid placing anything on top of your eeros or burying them beneath cloth or other material.
Avoid placing your eeros near excessive heat or direct sunlight. Whenever possible, avoid placing your eeros in locations where they’ll be in direct sunlight for the majority of the day. Please also avoid placing your eeros near heat sources such as fireplaces and space heaters.
Avoid placing your eeros on soft surfaces. Your eeros work best on a stable surface, so avoid putting them on chairs, cushions, and any other surface that doesn't allow your eeros to have space beneath them to breathe.
Use the power adapter that came with your eeros. Avoid using third party adapters which may not have been tested for compatibility.
If you’re unsure if the temperatures you’re experiencing are normal and you have multiple eeros in your home, you can always compare the temperature of your eeros to one another. While there may be a slight difference in operating temperature between eeros, significant differences are not common.
If problems still remain please contact Technical Support at 1-888-341-1111.
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Connecting your printer via Ethernet:
You can connect a printer to your WiFi powered by eero network wirelessly or via Ethernet. To connect your printer via Ethernet, simply attach an Ethernet cable from your printer directly to the port of any Ethernet capable eero in your network.
Connecting your printer wirelessly:
You can also connect your printer wirelessly. In order to do so, your printer must support WPA2 AES-based CCMP encryption.
WiFi powered by eero
does not support WiFi Protected Setup (WPS), as it has well-documented security issues. We also do not support older encryption standards like WEP, WPA, or WPA2 TKIP.
First, check that your printer supports WPA2 AES-based CCMP encryption. Some older printers don't support this, and may require a driver update. For most printers, you can find a driver update by searching for the make and model of the printer and downloading the suggested software update.
Next, try unlinking your printer from any old network settings it may have, and reconfiguring it for your new
WiFi powered by eero
network. Some printers remember stale network settings, like your old router's MAC address, and therefore don't transition seamlessly to your network.
If problems still remain please contact Technical Support at 1-888-341-1111.
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Step 1: Plug it in. Make sure your eero(s) and modem are all plugged into a power source. The lights on your modem and your eero LEDs should be on.
Step 2: Check the Ethernet connection. Check to see that your gateway eero and modem are both connected via Ethernet and that the Ethernet is properly plugged into both devices. It should make a clicking sound when inserted.
Step 3: Power cycle your eero(s) and modem. If everything’s powered and connected to Ethernet, you can try power cycling your eero(s). Unplug it, wait 30 seconds and replug it into power. Then wait until it fully boots back up – this should take about 2 minutes. Next, try power cycling your modem. Unplug the modem and wait for 30 seconds before plugging it back in. Wait until the lights on your modem and the LEDs on your eero(s) are done blinking before trying to get back online.
If problems still remain please contact Technical Support at 1-888-341-1111.
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If you’re having trouble with the app, we recommend trying the following:
Make sure your mobile device is connected to the Internet. Check to see whether your cellular data is enabled and working, or connect to a hotspot or WiFi network, if available.
Close the eero app and reopen it.
Next try logging out of your eero account and logging back in.
Try uninstalling the eero app and reinstalling it. This will ensure you have the most up-to-date version of the app available.
Try turning your phone off and turning it back on.
If problems still remain please contact Technical Support at 1-888-341-1111.
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Through regular software updates, WiFi powered by eero networks are provided with the latest fixes and enhancements that keep your home's WiFi running smoothly. If you'd like to check the version of eero OS on each of your beacons, you can do so by opening the app and tapping any eero at the bottom of your My Network screen. The current version of the eero OS will be displayed under the eero OS version section. If an update is available, it'll say that one is available underneath the current version.
Your network will automatically update as soon as it is available for your network, or you can manually start the update by going back (top left corner of the app), tapping the menu button, and tapping Network Settings. From there, you will see Update available under the Network software section of the screen. To start the update, tap Update available and follow the steps to being the update.
If problems still remain please contact Technical Support at 1-888-341-1111.
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Step 1: Check your devices. The first thing you’ll want to do is figure out whether you’re experiencing slow behavior on multiple devices. If it’s only on one device, simply turn your device’s WiFi off and on again. If that doesn’t work, try rebooting the device.
If you’re having an issue across multiple devices, or the above steps don’t help, read on!
Step 2: Check your speed. If you’re on a computer, try running a speed test from Speedtest.net. Or if you’re on a mobile phone, run the Ookla speedtest.net app. Make sure you take the speed test from several different locations around your home. As a point of comparison, you’ll also want to try the speed test next to your gateway eero. To ensure you’re connected to the nearest eero when running a speed test, turn WiFi off and then on again before each test at a new location.
If you are seeing test results that are lower than they typical would be, please continue on to the steps below.
Step 3: Power cycle your eero(s). Try a power cycle on your eero(s) by unplugging the power cable from the back of your eero or disconnecting from the power outlet, wait for 30 seconds, and then plug it back in. This will reset the device which will sometimes fix connectivity issues.
The LED will turn solid white, then be flashing white while booting up. It takes about a minute to start up and begin broadcasting. You’ll know when the cycle completes because the LED will go solid white again.
Step 4: Restart your modem. Restarting your modem can sometimes fix connectivity issues and improve performance. Unplug the power cable from your modem, wait 30 seconds, then plug it back in. Depending on the model of your modem, it can take a few minutes to restart.
Step 5: If you have a router connected between your modem and eero, try disconnecting the router in between and connecting your eero directly to the modem.
If problems still remain please contact Technical Support at 1-888-341-1111.
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Step 1: Check your devices. The first thing you’ll want to do is figure out whether you’re experiencing slow behavior on multiple devices. If it’s only on one device, simply turn your device’s WiFi off and on again. If that doesn’t work, try rebooting the device.
If you’re having an issue across multiple devices, or the above steps don’t help, read on!
Step 2: Check your speed. If you’re on a computer, try running a speed test from http://speedtest-east.eastlink.ca/. Or if you’re on a mobile phone, run the Ookla speedtest.net app. Make sure you take the speed test from the location where you’re experiencing slow WiFi. As a point of comparison, you’ll also want to run a speed test next to your gateway. To ensure you’re connected to the nearest beacon when running a speed test, turn WiFi off and then on again before each test in a new location.
Note: Please be sure to run these speed tests from the sources listed above and not from the eero app dashboard. The speed test in the eero app is a WAN test. This means it checks the rate at which data is downloaded to and uploaded from your gateway eero and your ISP and will be consistent regardless of where you run it in your home.
Step 3: Power cycle your eero(s). Try a power cycle on your eero(s) by unplugging the power cable from the back of your eero or disconnecting from the power outlet, wait for 30 seconds, and then plug it back in. This will reset the device which will sometimes fix connectivity issues.
The LED will turn solid white, then flashing white while booting up. It takes about a minute to start up and begin broadcasting. You’ll know when the cycle’s done because the LED will go solid white again.
Step 4: Move your eero. Check to make sure the eero that’s causing you problems isn’t too far from your other eero devices, or that there aren’t too many dense walls in between. Ideally, you want your eeros to be out in the open, with minimal to no interference between them.
If problems still remain please contact Technical Support at 1-888-341-1111.
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While most customers never need to reboot their eeros, power cycling your electronics is a common troubleshooting step. Also, for your convenience, being able to reboot your eeros from the app means you won't need to unplug each individual device.
Some common reasons to reboot your eeros:
Sense slow speeds on your network
Having an issue with one of your connected devices
Connected device connected to the wrong eero
To reboot your eero:
Open the eero app
Tap the eero you'd like to reboot from the eero app Home screen and scroll to Restart.
On the Restart screen, tap the blue Restart button to begin the reboot.
Doing so will immediately start the restart process, thus taking your WiFi network offline momentarily as it powers back on.
If you'd like to reboot your entire WiFi network:
Open the eero app
Tap the menu button
Tap Network Settings
Scroll down to Advanced settings
Tap Restart network
Tap the blue Restart Network button
Doing so will restart your entire network, which will momentarily take it offline.
If problems still remain please contact Technical Support at 1-888-341-1111.
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Your eero account is connected to your phone number and email, so if you purchase a new phone, simply install the eero app to your new device and log into your account. Since signing into the eero app requires a verification code, you will have the option to receive it at your phone number or email.
If problems still remain please contact Technical Support at 1-888-341-1111.
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eeros uses a single SSID that allows devices to live on both the 2.4 and 5 GHz radio frequency. This ensures your devices are able to move along eero's mesh efficiently, delivering the highest results to the devices throughout your entire home.
Some devices require the use of the 2.4 GHz frequency. These devices are still usable with eeros.
If problems still remain please contact Technical Support at 1-888-341-1111.
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If your Xbox is giving you an error code that says "Strict" or "Moderate", we recommend making sure that you have toggled UPnP to On (the toggle will be green). To do so, take the following steps:
Open the eero app
Tap the menu button in the top left corner
Tap Network Settings
Tap Advanced Settings
Tap UPnP and toggle it to On
If you continue to see the error message, you should open the following ports in your eero app to solve the issue:
Protocol Port(S)To Open
UDP 88, 500, 3544, 4500
TCP 80
UDP & TCP 3074, 53
You can accomplish this from the mobile app by doing the following:
Tap the menu button in the top left corner of your dashboard
Tap Network Settings
Tap Advanced settings
Tap Reservations and Port Forwarding
Tap Add a reservation
Tap on your Xbox from the device list
Tap Open a port and follow the prompts for each of the ports you wish to forward
If problems still remain please contact Technical Support at 1-888-341-1111.
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If your network’s SSID is the same as your old network and your Windows device isn’t connecting, you will need to manually "Forget the network" on your Windows device in order to supply new credentials and reconnect.
The way you forget a network depends on the version of Windows you’re running:
Windows 7
Start Network and Sharing Center
In the Tasks pane, click Manage wireless networks
Right-click the connection you want to delete, and then click Remove network
In the Manage Wireless Networks - Warning dialog box, click OK
Windows 8
Open the charm bar.
Mouse: Move your mouse to the very top-right of the screen
Touchscreen: Swiping in from the right-hand side of the screen
Keyboard: Hold down the Windows Key + C at the same time
Select Settings
Select Available or Network
Right click on the network you want to remove. Select Forget this network
Windows 10
Press Windows Key + I to open the Settings app
Select Network & Internet
Next click on Wi-Fi in the left panel
There you will see a link Manage Wi-Fi Settings. Click on it
In the window which opens, you will see two settings – Wi-Fi Sense and Manage known networks
Under Manage known networks, select the network, and you will see two options – Share and Forget
Click on Forget. This will delete the Wireless Network’s profile and connection details
If problems still remain please contact Technical Support at 1-888-341-1111.
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A red LED on all of your eeros indicates that your devices don’t have an Internet connection or that your Internet service is down. Check that your eero is still connected correctly to your modem and that your Internet service is working.
If the LED is red on just one of your eeros, it may be placed too far away from the nearest connected beacon.
If problems still remain please contact Technical Support at 1-888-341-1111.
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The colours in the app and the LEDs were actually designed to indicate different states.
If your app shows your eero outlined in green and the LED is white, your network is connected and working properly. The white LED means the eero is up and running, while the app shows the eero as green to confirm they’re good to go.
If the eero(s) in the app are outlined in yellow, but the LED is white, it means your beacon is configuring, or in the process of setting up. Sit tight!
If your app shows eeros in green, but the LEDs are flashing white, it means your eero is booting up. Just sit tight for a few minutes and the LED should turn solid white.
Finally, if the eeros on the app are green, but the LED is red, the red eero device is offline and not meshing properly. Your app should update to match the red LED state you see on the eero device. It may take a moment for the app to receive this update from the cloud.
If problems still remain please contact Technical Support at 1-888-341-1111.
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From the Home Tab:
Make sure you have a profile created. If you don’t, tap on the blue + on the top right from Home and select Add a Profile
Select the profile from the home screen to view the profile detail screen
Select Block & Allow Sites
Select Add Blocked Site to add a blocked domain or select Add Allowed Site to add an allowed domain
A pop up will appear for you to enter a domain. [Allow Site ONLY] select a reason for allowing this site from the available options
Select Done
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From the Home Tab:
Select the profile from the home screen to view the profile detail screen
Select Block & Allow Sites
Select a site on the list you’d like to delete
A pop up will appear where you can select Delete Site
A confirmation will ask Are you sure you want to delete this site?
Select Delete Site to confirm the change
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In the case of an unforeseen event such as a down line or a bad storm, your wired Internet service may go down. eero Internet Backup allows you to set up a nearby Mobile hotspot or WiFi network as a backup to keep you connected during these events. As long as you have power, eero Internet Backup will look for and connect to the available and compatible backup source you’ve set, keeping you online to focus on what matters most. See instructions below to find out how to easily enable and setup this convenient feature.
Important Note: Using a Mobile hotspot or backup network will result in data usage on that network and could result in data charges being incurred for that service.
To Setup Internet Backup:
1. In your eero app, tap on Internet and then tap on eero Internet Backup.
2. Make sure your backup network is available (if you are using a Mobile hotspot, make sure it is turned on), then tap Add a backup network.
3. Tap on Search networks and then tap on your backup network when it appears on the list.
4. Follow the prompts to add your password and complete setup.
5. You should now see your backup network on the main Internet Backup screen.
6. You can add up to eight backup networks by simply repeating this process.
Device Management:
While eero Internet Backup is running, you can reduce hotspot strain and data usage by enabling WiFi access only for the devices you want to stay connected during an outage and disabling access for high-bandwidth devices you don't need.
1. Go to Settings and tap on Devices.
2. Tap on a device(s) blue check mark to disable its WiFi access.
Alternatively, you can disable access to all devices and then tap on each device to provide individual WiFi access.