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Stuck on "Waiting for Device to Connect"

During Setup, once the Gateway Puck is connected to your router it will display the WiFi icon.

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In the next Setup step the Gateway will attempt to communicate with the Flair servers. You'll see this screen:

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In some cases, a router might not permit the Gateway to communicate with the Flair servers. This could happen for a few reasons:

  1. Router security settings are preventing the Puck from connecting to the internet
  2. The DNS server is preventing a connection to the Flair servers

Router Settings

Please check your router's settings to see if there are any security settings that are preventing a connection from the Puck to the Flair's servers. The Puck's MAC address is found in the Puck's Status menu.

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Remove/Disable Advanced Router Security Settings

If you have advanced security settings set up on your router, remove or disable them.

Try Using a Guest Network

If you don't want to alter security settings on your home WiFi network, you can set up a guest network with reduced security settings and attempt to connect the Gateway Puck(s) to that network. You'll need to do a "Forget WiFi" on the Puck prior to trying Setup again.

Test Access to Flair Servers

Try the following to test to see if your router's DNS server is allowing a connection to the Flair servers.

  1. Open a terminal window on your computer and issue the following command. The command can be entered on any type of operating system (Windows, Mac, Unix, etc).

    nslookup api.flair.co

  2. You should see something like the following if the nslookup is successful:

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  3. If you see something like this ("Server: Unknown"), then there's an issue with DNS lookup.

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  4. If the DNS Lookup above failed please issue the following command. This pings Google’s DNS server.

    ping 8.8.8.8

  5. If the ping is successful, you’ll need to change your router's default DNS server to 8.8.8.8 (Google's DNS server).

  6. If the ping replies with an IPv6 address (example in image below), no packets received, or other issue, it's probably because IPv4 has been disabled. You’ll need to enable IPv4 in your router settings.

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