Dual Band Network Troubleshooting

Some router configurations broadcast both the 2.4GHz and 5GHz network frequencies on a single SSID (Wi-Fi Name), and your device when connected to the network will assign the frequency based on a few factors like distance to the router and network congestion.

If you are unsure if your router operates as described, you can contact your Internet Service Provider or support for your router to get more information. 

Our devices can only connect to a 2.4, and if you have this type of dual-band router, you may encounter a pairing failure because it can’t connect to the 2.4 network. If you have cameras and would like to pair those cameras to your network, they too must be connected to a 2.4GHz network frequency.

Please see the troubleshooting suggestions below to help address this issue.

There are 3 suggestions to address this condition and have your cameras connect to the network:

1. Work with Your Router’s Support
   • Each router comes with a certain default configuration, and it can vary based on model and manufacturer. The way it’s currently configured may not match what you need for the cameras to operate properly. If you check your packaging with your router or do a quick Google search, you should be able to find a contact number or email for support. 
2. Pair at a Distance
   • While in the pairing process when the pairing step on the application asks for the wifi name and password, move far enough away so that your phone barely remains on the wifi network. This distance should be more than 50 feet. However, it can vary depending on a few environmental factors. This distance should switch your phone over to the 2.4GHz frequency. Once you have moved far enough away, generate the QR code for the 2.4GHz frequency by clicking “Connect to Wi-Fi”. Go back to the camera and proceed with the remaining pairing process.  
3. Change Routers
   • The last option would require you to purchase a separate router that only broadcasts a 2.4 network that you can plug into your original router. Essentially, this new router would broadcast a new network that only uses a 2.4 GHz frequency. We only suggest this option if all else fails. This option is an additional cost and investment on your part, and it requires additional setup such as configuring the router and verifying that it broadcasts a new network.
     • If you need to proceed with this suggestion, here is the general process to set up the bridge.
       1. Plug in the bridge router to power.
       2. Check if the bridge router came with any instructions to log in or modify the network configurations for that router. You may need to create some administrative login to access that router. 
       3. Save any changes to the network configuration you’ve set for that router.
       4. Plug in an ethernet cable with one side of the cable plugged into the “Internet” port of your bridge router and the other side of the cable plugged into any of the spare ports of your home router. 
       5. Test the network connection by using your phone to connect to the bridge network and verify that you can access the internet. 
       6. Restart the pairing process of the cameras and use the bridge’s network as the SSID and whatever password you have configured. 

If you continue to experience problems with pairing the camera and you do not believe the network’s current configuration to be the cause, please refer to this article on network troubleshooting.