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The NETWORK TEST feature allows you to understand the reason the controller may not be connecting to your network.  The test includes the following: Checking Connection, Checking DNS (Domain Name System), Checking the Internet, and Checking AWS (Amazon Web Server).

  1. From the HOME screen, select SETUP.
  2. Select WiFi, then TEST.
  3. Select VERIFY.  

IMPORTANT: Any of the steps listed as FAILED will require the network installer or ISP (internet service provider) to help fix the issue.  

  • FAQ, Installation, Programming
Checking Connection

Purpose​: Checking Connection tests the connection between the Facepack and the router. To do so, the Facepack tries to ping to "Default Gateway" IP address ​

 ​Issue​: Some routers will not respond to a client's PING request due to a network security setting.​

 ​Reasons for failure​:

  • The connection between the Facepack and the router is not established yet​.
  • PING operation blocked by the router due to network security settings. ​
  • Intermittent failure due to network congestion. In this case, try to test again.​

 ​Next Steps​: Check the router's log to see the reason, Wi-Fi password, and validate static IP address configuration is used.

Checking DNS

Purpose​: DNS server IP address might be the same as the router's IP address/Default gateway IP address or different. In order to check a connection between the Facepack and the DNS server, the Facepack tries to ping to "DNS" IP address. ​

Issue​: Some DNS servers will not respond to a client's PING request due to the network security setting.​

Reasons for failure​:

  • PING operation blocked by the DNS server due to network security setting ​
  • Intermittent failure due to network congestion. In this case, try to test again.​

Next Steps​: Check the router's log to see the reason, Wi-Fi password, and validate static IP address configuration is used.

Checking Internet

Purpose​:

In order to check the internet, the Facepack tries to ping to one of the public Google server IP addresses like 8.8.8.8.​

Reasons for failure​:

  • Not able to connect to Google Server 

  • Intermittent failure due to network congestion. In this case, try to test again.​Next Steps​:​

​Try using other devices such as smartphones under the same network. Try the "PING to 8.8.8.8" command on the PING App or check the internet with your device. ​Validate static IP address configuration is used.

​

Checking AWS

Purpose​: Check a connection to the cloud server/AWS. The Facepack tries to ping to one factory-defined IP address of AWS cloud servers.​

Reasons for failure​: Intermittent failure due to network congestion. In this case, try to test again.

Solution: ​Test the ethernet connection with a laptop. Contact your Internet Service Provider (ISP) for assistance if other devices work.

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