eero Support | Common Troubleshooting Scenarios

Categories

• Setup Issues
• Offline eero(s) issues
• Speed Issues
• Connected Device Troubleshooting

Setup Issues

Image: An eero device, an Amazon Echo device, and a plant on a wooden table.

One of the biggest frustrations with a traditional router is the confusing and complex setup process. eero offers a different approach to make the entire setup experience as quick and easy as possible. The eero app guides customers through the process, but common issues may arise during setup.

Gateway Setup Issues

Common issues encountered during gateway setup:

• Gateway Setup Issues
• Leaf node: Error message "eero not found"
• Leaf node: Error message "Hmm, let's try moving it"

Initial Steps for Gateway Setup

1. Disconnect other devices from the modem / MRC and power off the unit.
2. Use one Ethernet cable to connect an eero to the modem / MRC.
3. Power on both the eero and the modem.
4. Once both devices are fully booted, open the eero app and begin setup.

Troubleshooting Gateway Error Messages

1. Power cycle the modem / MRC with the eero connected:
   1. Power off for at least 2 full minutes.
   2. Power on the modem first and ensure it is online prior to plugging in the Gateway eero.
2. Hard reset the gateway: Press and hold the reset button until the LED blinks red.
3. Swap Ethernet ports.
4. Swap units (if possible).
5. Try setting up behind an existing router (if possible).
6. Add unit manually via RNM / Admin:
   1. You will likely need to create a network for the user as well.
   2. Steps to accomplish this are covered on the following slides.

How to Create a Network in eero Insight (Manual Setup)

1. Plug in the gateway eero:
   1. Connect the modem to any Ethernet port on the gateway eero using an Ethernet cable.
   2. Connect power to both the modem and gateway eero.
   3. Ensure the gateway eero's status LED flashes blue before continuing to the next step.
2. Add the gateway eero:
   1. This is done by inputting the 16-character eero serial number.
   2. Assign a location using the drop-down menu or entering a custom location.
3. Set the customer's SSID and network password:
   1. Advise the customer to change the password after setup for security purposes.
4. Add more eeros if needed and finish network setup.

Screenshot: The eero Insight interface showing network details and user information.

How to Add an eero to an Existing Network (in RNM)

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. Input the serial number of the eero into RNM.
4. Select a location or create a custom location.

Screenshot: The RNM interface showing network details.

Additional Troubleshooting for Gateway Setup

1. Ensure the LAN cable between the eero and the modem / MRC isn't 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. Confirm active internet connection at the modem or upstream router – connect a client device like a laptop or desktop to the modem and verify if the internet is reachable.
3. Check if the user's ISP requires a Static IP. If so, follow specific instructions to complete setup.

Leaf Node Issues

The most common issues when setting up leaf nodes are "No eero device found" and "Hmm, let's try moving it." These are typically attributed to Bluetooth connectivity issues or placement of the leaf nodes.

Troubleshooting "No eero device found"

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 add the eero in-app by entering the serial number.
4. Attempt to add the eero manually via RNM.
5. Perform a hard reset on the eero and try again:
   1. To perform a hard reset, hold the reset button down for 20 seconds or until the LED is flashing red.

Screenshot: The eero app displaying a "No eero device found" message with a dog icon.

Troubleshooting "Hmm, let's try moving it"

1. Move the eero into the same room as the Gateway eero for setup.
   1. If this step is successful, move the eero to the intended location and check the signal strength.
2. Attempt to add the eero manually via RNM.
3. Connect the eero via an Ethernet cable to the Gateway eero.
   1. Once connected, attempt to add the eero manually in RNM.
4. Hard reset the unit:
   1. To perform a hard reset, hold the reset button down for 20 seconds or until the LED is flashing red.
   2. Once reset, attempt to add the eero manually via RNM/Admin.

Image: Multiple eero devices displayed on a stand.

eero Offline Issues

When troubleshooting offline eeros (or networks), confirm an active internet connection 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.

Categories of Offline Issues:

• One or more leaf eeros offline
• All eeros offline
• eero Offline (Blinking Blue LED)
• Stability issues on a leaf node

Note: The following steps are for troubleshooting offline eeros / networks. If the eero functions properly after any step, the issue has been resolved and no further actions are needed.

eero LED Status Lights

Illustration: A computer connected to a network with various devices.

Network Offline

If all eeros are offline, it's important to ensure that the network has a working upstream WAN connection.

Troubleshooting Steps

1. Power cycle the modem and the Gateway.
   1. Pro tip: Turn off power to both the modem and Gateway eero while keeping them connected via Ethernet. After two full minutes, power on the modem first, and once it's online, power on the Gateway eero.
2. Test to see if the network comes online.
   1. 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 seconds, or until the LED flashes yellow.
4. Swap a leaf node eero with the Gateway eero.
   1. If this is successful, ensure all eeros come online to rule out a faulty eero.
5. Hard reset the Gateway eero by holding the reset button for 20 seconds, or until the LED flashes red.
   1. IMPORTANT: This should be used as a final troubleshooting step. Hard resetting the gateway will delete the customer's network and requires it to be re-setup.

One or More Leaf Eeros Offline

If the customer reports an issue with one or more leaf nodes offline, an error will appear in RNM on the Network details page. The following troubleshooting steps should be taken to address the issue.

Troubleshooting Steps

1. Power cycle the leaf eero(s).
2. Place leaf eero(s) in the same room as the gateway eero and power on.
   1. Wait 2-3 minutes and check if eero comes online.
3. Connect leaf eero(s) to the gateway eero via Ethernet.
   1. Wait 2-3 minutes and check if eero comes online.
4. Swap leaf eero(s) with the gateway eero and power cycle the modem.
   1. Please inform the customer that their WiFi will go down while performing this step.
5. Hard reset leaf eero(s), remove in RNM if necessary, and re-add eero(s) to the network again through RNM/Admin.
   1. You can perform a hard reset by holding the reset button down for 20 seconds, or until the LED blinks red.
   2. Do not hard reset the Gateway eero. If a hard reset is performed on the Gateway, the network will be deleted and require re-setup.

Leaf Node Offline (Blinking Blue)

If a leaf node is offline and the status light is blinking blue, follow the steps below to re-establish connection.

Troubleshooting Steps

1. Check if the eero has already been added to the network. If so, it will appear on the network details page in RNM, showing as offline.
   1. If this eero has not been added to the network, guide the customer through adding it to their network or add it on their behalf in RNM.
2. Power cycle the eero.
3. Look up the eero by serial number in RNM and check the History. If this node has been deactivated, you can re-add it manually via RNM.
   1. If yes - Proceed with adding it back.
   2. If no - Check if the eero has an internet connection by moving it closer to an active eero.

Screenshot: RNM device details page for an iPhone showing connection status and signal strength.

Leaf Node Stability Issues

If a leaf node is falling offline intermittently, it is often due to placement or environmental factors.

Troubleshooting Steps

1. Confirm that the node is within the recommended distance (12-13 meters, 40-45 ft. max).
2. Gather topology information:
   1. Every network is different; therefore, we cannot make assumptions about the setup type. It is necessary to know how everything is connected in the customer's network.
3. Check the environment of the eero (is it out in the open; flat surface; are there any appliances nearby, etc.).
   1. If there are nearby electronics causing interference, instruct the customer to move their eero or power off nearby electronics.
4. Soft reset the unit: Hold the reset button for 7 seconds or until the LED flashes yellow.
5. Monitor the performance and follow up if needed.

Leaf Node Stability Issues Continued

RNM features 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.

Diagram: An eero network topology map showing connections between Gateway and Leaf nodes (Office Gateway, Master Bedroom Leaf, Living Room Leaf, Mayas Room Leaf) with signal strength indicators (dBm).

Leaf Node Stability Issues Continued

Signal strengths between the minimum and maximum range impact network performance. Many factors influence the performance of a wireless network, and some signal values are recommended for certain activities. These are approximate values and provided as general guidance.

Speed Issues

It is important to assume that all speed concerns are actual issues until proven otherwise. Empower customers with information rather than dismissing their concerns. Troubleshooting speed issues can be a lengthy process. Perform a speed test after each step and keep the customer informed of the reasoning. This section covers the following topics:

• Slow Speeds on a connected device
• Slow speeds on the network
• Troubleshooting upstream connection

Note: The following steps are for troubleshooting performance issues on a device or network level. If the network or device performs properly after any step, the issue has been resolved and no further actions are needed.

Bar chart: Comparison of typical wireless speeds for eero Pro 6 and eero 6 (Gateway vs. Leaf).

Slow Speeds on the Network

When troubleshooting slow speeds, examine the network level to isolate the issue. This involves testing performance on the modem, gateway eero, and additional leaf nodes. You can run a speed test and view past speed tests in RNM.

Troubleshooting Steps

1. Test the speeds at the Gateway eero:
   1. Confirm you are connected to it and perform a speed test.
2. Wire a device (Laptop, computer) to the Gateway and repeat step 1.
3. Check the environment of the unit:
   1. Are there any other active WiFi networks? Is it out in the open? Flat surface? Are there any appliances nearby, etc.?
4. Soft reset the Gateway eero: Hold the reset button for 7 seconds or until the LED flashes yellow. Test again.
5. Swap the Gateway unit with another one (if possible).
   1. Advise the customer that the network will go offline while performing this step. Test speeds once this is complete.
6. If you have confirmed that the speeds at the Gateway are reliable and as expected, repeat the steps above with a Leaf node of choice.
7. If the issues persist, troubleshoot the upstream connection in the following slides.

Screenshot: RNM network details page.

Slow Speed on a Connected Device

Before troubleshooting connected device performance, check the WAN speeds of the network. If they are lower than expected, troubleshoot slow speeds on the network level (as described in the previous section).

Troubleshooting Steps

1. Confirm that the device is connecting to the closest eero while testing.
   1. See the relevant help center article here.
   2. You can also view this in RNM on the Topology Viewer page.
2. Ensure "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 at least two different devices.
   1. If you've isolated the issue to one device, you may need to refer the customer to that device manufacturer.
5. Try to wire the device to the Gateway eero (explain Theoretical Wi-Fi speeds if needed).
   1. If the device obtains proper speed wired directly into an eero, the device could be experiencing issues with its WiFi card. Verify again that other devices are getting expected speeds and refer to the manufacturer of the device.

Screenshot: RNM device details page for an iPhone showing connection status, signal strength, and Rx bitrate.

Troubleshooting the Upstream Connection

If the issue is persistent on both the network and connected device level, it's time to check the upstream WAN connection.

Troubleshooting Steps

1. Remove the Gateway eero from the Ethernet connection and test the upstream connection directly by hardwiring a device to the upstream connection (Modem, router, ONT, etc.) and running a speed test.
2. Confirm that the Ethernet cable supports the expected speeds:
   1. CAT 5 – up to 100 Mbps.
   2. CAT 5e or above – completely support Gigabit internet speeds.
3. Swap Ethernet cords if the cable looks damaged/faulty.
4. Swap Ethernet ports – it is possible that the Ethernet port on the upstream device is faulty.
5. Refer to the ISP – this proves that the issue is not eero related.

Connected Device Troubleshooting

Troubleshooting connected devices can vary greatly depending on the client device. The following slides cover common steps that apply to the largest number of devices you will encounter.

Note: Turning device WiFi off for ~10 seconds and turning it back on can resolve many device-specific issues with intermittent connectivity.

Common Connected Device Issues:

• Device not connecting to the network
• Device dropping from the network / stability issues
• Device connected, but no internet
• Smart home devices not accessible from outside the network

Note: The following steps are for troubleshooting connectivity issues on a device or network level. If the network or device performs properly after any step, the issue has been resolved and no further actions are needed.

Collage: Smart home devices including a Philips Hue bulb, Amazon Echo, smart lock, tablet, and an eero device.

Device Not Connecting to the Network

If a device is unable to connect, or has lost connection with your network, follow the troubleshooting flow below.

Troubleshooting Steps

1. Gather information about the device and the error message they are seeing:
   1. Google is helpful to find device-specific info and troubleshooting steps.
2. Reset network settings on the device:
   1. This can vary depending on the device. Google is advised to find steps.
3. Disable WPA3:
   1. In the app, navigate to Discover > eero Labs > Toggle off WPA3.
4. Try connecting the device while 5GHz is disabled:
   1. App > Settings > Troubleshooting > My device won't connect.
   2. If it is an older device not compatible with WiFi 6, try enabling Legacy Mode.
      1. Note: Legacy Mode is only available on eero 6 and eero 6 Pro. If a device is not compatible with WiFi 6, it will not see the network name in the list of available WiFi networks.
5. Enable the Guest Network and attempt to connect:
   1. If it does, adjust the IP range of the network as needed (Reach out for assistance if needed).
6. Contact Manufacturer if other devices can connect and you've exhausted all troubleshooting steps.

Device Dropping from Network

If a device is dropping from a network, it's important to understand the environment where the device is being used. Follow the steps below to isolate and diagnose the issue.

Troubleshooting Steps

1. Gather information on how the device is connected and ensure that the environment is good:
   1. How far away is the customer from the closest eero?
   2. Are there a lot of electronic devices causing possible interference?
   3. Is the issue with one device or multiple devices? (Set an IP reservation (if wireless) via App > Settings > Advanced > Reservations and Port forwarding).
2. Toggle WiFi On / Off.
3. Forget the network on the connected device and reconnect.
4. Set an IP reservation (if wireless):
   1. App > Settings > Advanced > Reservations and Port forwarding.
5. Check the Ethernet cable and Ethernet ports (if wired).
   1. Attempt connecting the device to another Ethernet port on the eero.
   2. If a switch is present, try hardwiring directly to the eero.
6. If the devices connected, monitor performance and follow up as needed. If the device is unable to connect or stay connected, contact the manufacturer.

Device Connected, but No Internet Connection

Troubleshooting steps for devices connected to the network but without internet access.

Troubleshooting Steps

1. Reset network settings on the device.
2. Check if the device is Paused or Blocked from the eero app:
   1. Paused devices will show in the app on Home > Profiles > Devices Paused.
   2. Blocked devices will show on Home > Scroll to the bottom > Blocked.
3. Change the DNS of the network:
   1. Settings > Advanced > DNS.
   2. We often recommend Google DNS:
      1. IPv4 Primary: 8.8.8.8
      2. IPv4 Secondary: 8.8.4.4
4. Soft reset Gateway eero by holding the reset button for 7 seconds or until the LED flashes yellow.
5. Contact Manufacturer:
   1. Set a follow-up with the customer.

Smart Home Devices Not Accessible from Outside the Network

Troubleshooting steps for smart home devices that cannot be accessed remotely.

Troubleshooting Steps

1. Gather the model of the device and ensure that it is connected to the eero network:
   1. Check the connected devices on the home page in the eero app.
   2. Check "Recently Connected" devices on the home page in the eero app.
2. Check if the device is Paused or Blocked from the eero app:
   1. Paused devices will show in the app on Home > Profiles > Devices Paused.
   2. Blocked devices will show on Home > Scroll to the bottom > Blocked.
3. Set an IP reservation (if wireless):
   1. App > Settings > Advanced > Reservations and Port forwarding.
4. Once you've set an IP reservation, open the needed ports for the device:
   1. Search "Device Model X port forwarding" for instructions.