Gateway Pucks go offline for two reasons:
- Loss of power
- Loss of a quality WiFi signal
A Gateway Puck that is successfully connected to WiFi will display a WiFi connection similar to the following:
If the Gateway Puck is not connected to the WiFI it will display a WiFi connection similar to the following:
Please follow the steps below to get a Gateway Puck back online.
- First, let's ensure the Puck is powered properly.
- Gateway Pucks require that you use the supplied Flair USB cord and power adapter. If these are no longer available, contact our Support team for purchase.
- Second, let's establish that the Gateway Puck is responsive to pushes and rotations. If the Puck does not respond to pushes and rotations see the following article:
- Third, let's verify that other non-Flair devices are online to determine if this is a problem with the Flair equipment or the internet service/router.
- Next, let's power cycle the Puck. Remove the USB cord for a few seconds and plug it back in. The Puck will reboot fully after about 60 seconds. If the WiFi connected icon appears that's great. If not, continue to the next section to reestablish the WiFi connection.
Reestablish the WiFi Connection
- Please keep in mind that Flair devices can only connect to a 2.4 GHz WiFi network.
- First, let's perform a "Forget WiFi" on this Puck.
- Push down on the face of the Puck to enter the Puck menus
- Rotate the bezel of the Puck until you reach the Settings menu.
- Push down on the face of the Puck to enter the Settings menu
- Rotate the bezel until the arrow points to the "Forget WiFi" option.
- Push down on the face of the Puck to select "Forget WiFi".
- Rotate the bezel until the arrow points to "Yes"
- Push down on the face of the Puck to select "Yes"
- The Puck will reboot in about 60 seconds and at this point should display the following
- Second, let's get the Puck online again.
- In the Flair app, tap the PLUS sign
- Tap "Add Flair Puck"
- Tap "Add a Gateway Puck"
- Follow the in-app flow to to reestablish the WiFi connection and get this Puck online in your Flair home.
You can check the quality of the WiFi signal using the Flair Home Statistics tool. You should wait at least 30 minutes before checking so you have a good set of WiFi data to examine. If the RSSI values aren't consistently above -80 you likely need to improve the quality of the WiFi connection between this Puck and your router.
Need to improve the WiFi signal to the Gateway Puck?
One way to improve the quality of the WiFi connection between your Gateway Puck and router is to move the Gateway Puck closer to the router or perhaps away from any objects that may be interfering with the signal. Large metal objects or other devices that communicate on a similar radio frequency can interfere with the WiFi signal to a Gateway Puck.
Advanced WiFi Troubleshooting
If the above troubleshooting didn't get your Gateway Puck online please contact our technical support team. Some of the common advanced troubleshooting steps you can try are:
- Disabling features such as Band Steering or Client Steering
- Establishing a dedicated 2.4 GHz IoT network (only available on some routers).
- Establishing a Guest Network.
- Disabling ad-blocking software
- Disabling geo-ip blocking (the .co domain specifically)
- Whitelisting the Flair Puck. You can see the Puck's MAC Address via the Status menu on the Puck