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Stuck on "Waiting for Device to Connect"

This article applies when adding a Bridge or Gateway Puck to Flair and connecting it to your home WiFi. "Device" is a phone or tablet.

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

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In the next Setup step the Bridge or 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 Bridge or Gateway Puck 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
  3. The router needs a firmware update

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.

Use 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 Bridge or Gateway Puck(s) to the guest network.

You'll need to rest the Bridge or Gateway Puck(s):

  • To reset the Bridge, push the end of a paperclip into the reset hole in back of the Bridge and press for 5 seconds
  • To reset the Gateway Puck, enter the Puck menus and perform a "Forget WiFi" in the Settings menu

Update the Router Firmware

Check to see if a firmware update is available for your router. If so, install the update, go into the Puck’s Settings menu and do a “Forget WiFi”,  and then retry WiFi set up.

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:

    mceclip0.png

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

    mceclip1.png

  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.

    mceclip2.png