Use this article as a primer for understanding basics of troubleshooting Wi-Fi and network connections.
Before troubleshooting, make sure you've accomplished the following tasks:
- Verify signal strengths. Blink App > Device Settings
> General Settings > Camera to Wi-Fi will show your device's signal strength. - Power cycle all devices that allow connection to the internet.
- Verify your internet connection and account are active.
Troubleshooting
Network frequency
Wi-Fi Router Band Settings
Blink products can only connect to 2.4 GHz (802.11 b/g/n) networks.
Many newer routers provide 5 GHz Wi-Fi, or switch between 2.4 GHz and 5 GHz automatically. The Sync Module will not respond if it has been switched to a 5 GHz network.
What’s the Difference Between 2.4 GHz vs 5 GHz Wi-Fi?
When logging into a Wi-Fi network and presented with two bands: 2.4GHz and 5GHz — you might have the following questions:
- Which band should I connect to?
- Is one band faster than the other?
- Are both bands part of the same network?
The answer to the last question can clarify the difference between 2.4GHz and 5GHz bands. Even though they are different frequencies, supported routers can broadcast on both simultaneously, and some can switch between the two bands during operation. Blink devices; however, will only connect to 2.4GHz bands.
Dual-Band Routers
A dual-band router is any wireless internet router that sends out a signal on both 2.4GHz and 5GHz frequencies. Routers have features that vary based on manufacturer and model. Most dual-band routers automatically broadcast on both bands without any additional configuration, which is why it may not be obvious there are two bands.
Which Band is Better?
The main differences between 2.4GHz and 5GHz bands are the speed and range of their networks. A 2.4GHz band transmits farther and can penetrate building materials better with lower power transmission. A 5GHz band; however, can send more data. 5GHz should not be confused with 5G networks that mobile devices use for data transmission.
Many other devices commonly found in homes, such as microwave ovens and garage door openers, also operate on the 2.4GHz band. This can cause interference and reduce speeds. In addition, placing your devices behind dense building materials such as brick, stone, concrete, steel, and aluminum can interfere with signal strength, even when connecting on 2.4GHz.
Band Merging
With the technological advancement of routers, "band steering" is becoming more common. Routers with this feature use the same Wi-Fi network name (SSID) and password for both 2.4GHz and 5GHz bands, allowing you to join a single network and receive the advantages of both frequencies.
Note: Blink devices only connect to 2.4GHz bands, even when bands are merged on your router.
Click here to learn about connectivity issues on networks and how to troubleshoot them.
Password
Make sure you are using the correct password for your Wi-Fi network. It is often printed on the router label, or a new one may have been created when your router was set up.
If the Wi-Fi network password has been changed, you will have to delete the system and set up your devices again. How to Delete a Camera.
If you have forgotten or misplaced the password of your Wi-Fi router, refer to the manufacturer's instructions to reset.
Router settings
Make sure that your router is not blocking access to the Sync Module. This can happen if you are alerted that a device is attempting access but the name is not familiar. Blink devices are sometimes identified by their radio chip instead of the Blink product name.
Disable VPN
Do you use a virtual private network (VPN) on your mobile device? If so, please disable the VPN before you set up Blink devices. You can enable your VPN after you complete setup.
If you're continuing to have issues with VPN after setup, make sure your VPN server is in the same time zone as your device.
Important information to bring to your Internet Service Provider (ISP)
It may be useful to reach out to your ISP to discuss the configuration of your network. There are a few different things that you will want to have them check for when reviewing your network configuration/benchmarks.
- Upload speed - The Blink system requires a consistent minimum upload speed of 2Mbps. Any result lower than 2Mbps can cause latency and/or issues establishing or maintaining connection.
- Network congestion - The more devices in your home use Wi-Fi, the more they will be sharing your network's bandwidth.
- Old routing equipment - Check the age of the model of router you have. We recommend a router model that is less than 5 years old to ensure it can support the latest technology. If you're renting network equipment, your ISP may be able to provide you with an upgraded model at no additional cost.
- Packet loss - This means that bits of data are getting dropped or “lost” when communicated over the network, which can cause the commands going from your device to your router or your mobile device to your router to fail. Packet loss can occur within your home (device to router) and/or within your connection from your router to your ISP's server.
- Privacy settings/Parental Controls/Firewalls - Network security is important, however it needs to be configured so it will not interfere or impact your ability to connect your Blink system. It is important to note that the Sync Module and cameras each establish their own connection, so you will want to make sure that each individual device is allowed. Alternatively, you can try white-listing the device's individual MAC addresses. If you are unsure how to do so, your internet service provider can help.
- Duplicate SSIDs - When two networks in the same location have the same SSID/name, this can cause trouble with the Blink system, as it may try to connect to the other SSID instead of the one intended. This other instance of the SSID may be in a different location that is too far for reliable connectivity or have an incompatible network configuration altogether.