Wi-Fi and Network Compatibility

Tips and trick to understanding Cync products with Wi-Fi and compatibility with networks.

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Cync smart home products and services require a stable and capable Wi-Fi Network in the home. Here are some different areas to check prior to the installation of your Cync smart home devices.

Understanding Wi-Fi Networks

Cync products require a home SSID Wi-Fi network with a 2.4 GHz network band (802.11 B/G/N) that support WPA or WPA2 with AES encryption. The majority of publicly available routers have two network bands, 2.4 GHz and 5 GHz. They are commonly referred to as "mesh" networks.

• The SSID (Service Set Identifier) is the name of your wireless network, also known as the Network ID. This is viewable to anyone with a wireless device within reachable distance of your network.
• The standard 2.4 GHz network band has a long and dependable signal range, which makes it the preferred option for controlling Cync products throughout indoor and outdoor applications at home.
• The 5 GHz network band has faster data speeds but because of that faster speed it has a much shorter signal range. This network band is designed for products that need to have a continuous stream of data (example: movies, streaming services, gaming, etc.)

Checking the Network on Your Android Phone

1. Navigate to your Settings.
2. Select Network & Internet.
3. Select Wi-Fi and select the network properties.
   NOTE: Depending on your Android version these steps may vary.

Checking the Network on Your iPhone

1. Navigate to your home screen and select your Settings (the gear icon).
2. Select Wi-Fi. This will display a list of Wi-Fi networks your phone has access to.
3. Select the information icon next to your network to learn more about the network.

SSIDs and Router Compatibility

Cync products require a 2.4 GHz SSID Wi-Fi signal. It is common practice that the default SSID is printed on the router by the serial number. You will be able to change the SSID through the settings of the app or web interface that is used when installing the router. Depending on which router you have, the SSID may be the same or different for the 2.4 GHz and 5 GHz signal that is being broadcasted.

IMPORTANT NOTE:

• If your SSID is different for both signals, you will need to connect to the one that is associated with the 2.4 GHz signal.
• If your SSID is the same for both signals, you will simply connect to the network and the router will handle the network connection with the Cync product.
  • Android: There are no character restrictions on a SSID's name or password. Any ASCII character on the keyboard may be used.
  • iOS: Special characters such as; !$%*@, may not be used on a SSID's name or password. Cync devices may not connect if a special character is used.

Router Device Limit

All routers have a limit to how many products or devices are connected to it at any one point in time.

• In practice most newer models of routers, including mesh routers set their limits very high, typically greater than 50 devices.
• Routers supplied by your Internet Service Provider (ISP), Cable Company and routers 6-7 years or older are not designed to handle multiple smart home products and the overall experience will not be optimal.

Shared Networks

For shared networks that require login through a website and include an associated firewall, you will need to contact the network admin to allow your Cync devices on the network (white listing). Common situations where this may be necessary include but are not limited to:

• Apartment buildings
• College dorms
• Campus networks
• Shared living spaces

We cannot guarantee compatibility with shared networks and have limited support due to the network restrictions.

If a MAC Address is required, it will either be printed on the physical device or visible when the device is located in the app and upon clicking the (i) icon.

Troubleshooting

Devices Not Connecting to the Network

Disabling beam forming within your router settings for the duration of the commissioning process may allow your devices to commission if they are not connecting to the network. It is recommended that you re-enable beam forming after the product is commissioned.

If you are unsure of how to do this, please contact your Internet Service Provider or Router Manufacturer.