The first (or only) Puck in a system needs to be plugged into power and set up as a Gateway Puck, connected to your 2.4 GHz network.
Can't get your Gateway Puck connected? Check out the troubleshooting steps below.
Determine if your Puck is connected to your network
Check the symbol at 6 o'clock on the face of the Puck:
|Your Puck is connected.||Your Puck is not connected.|
|Your Puck is unable to communicate back to our servers. Please contact email@example.com and a member of our team will work with you to resolve this issue.||Try the troubleshooting steps below.|
If your Puck is not connected:
- If your router broadcasts the 2.4 and 5 GHz networks with a single network name you should check to see if you can separate the two networks so they each broadcast a unique network name.
- If the above is not possible or doesn't work, you can create a 2.4 GHz guest network and connect your Puck to that network. Most routers make guest network creation pretty straightforward.
- If your wireless network is secured using one of several protocols: WPA, WPA2, WPA3, and some variations of these, you may need to lower the encryption method.
- If the Puck can't connect, sometimes this is resolved by lowering the encryption method used from WPA3 to WPA2 or perhaps a more advanced WPA2 encryption to the more basic WPA2 offering. All of these encryption options offer a high level of security but if you have any concerns about lowering this encryption standard please reach out to firstname.lastname@example.org so we can assist in getting your Puck(s) connected.