If your Alarm Touchpad is unable to connect to the Hub when using an Ethernet connection, check whether your router supports Thread.

What is thread? 

Thread is a low-power, wireless mesh networking protocol designed specifically for IoT (Internet of Things) and smart home devices. It's used to connect devices like smart locks, sensors, lights, and thermostats securely and efficiently without relying on Wi-Fi or Bluetooth alone.

How to Check for Thread Support

If you're unsure whether your router supports Thread, check the settings in the Eero app (or your router's respective app). Look for an option related to Thread support. The following Eero models typically support Thread:

• Eero Max 7
• Eero Pro 6E
• Eero 6+
• Eero Pro 6
• Eero 6
• Eero PoE 6
• Eero Pro (Wi-Fi 5)
• Eero Beacon (Wi-Fi 5)
• Any other mesh network router with Thread support

For Users with a 1st Generation Eero or a Router That Doesn’t Support Thread:

• Plug a separate standard Wi-Fi router* into your Eero router (affordable options are available on Amazon for around $20–$30).
• Connect your hub to the separate WPA router via Ethernet.
• Alternatively, you can run the system using cellular-only mode.

*here is a link to an example of what is being referred to, however, this isn’t necessarily a recommendation or a promotion for said router. 

For Users with an Eero Router That Supports Thread:

1. Ensure Thread is enabled in the Eero app.
2. If Thread is already enabled, try the following:
   1. Turn Thread off in the Eero app.
   2. Disconnect the hub from Ethernet.
   3. Turn Thread back on.
   4. Reconnect the hub to Ethernet.
   5. Wait a few minutes before attempting to reconnect the Touchpad to the Hub.
3. If the issue persists, check these additional settings:
   1. Enable “Multi-Link Operation” in the settings
   2. Check that the IPv6 is set up on your router. 
4. If at this point, the device will not connect, consider plugging a separate WPA router into your Eero router and connecting the hub to the separate router via Ethernet.

If issues persist, you may need to consult your router manufacturer’s support team for further troubleshooting.