Wi-Fi Troubleshooting Guide

Transcription

1 The EnergyHubHome Home Base should be connected to the Internet over your Wi-Fi network at all times. This document will assist you with some common issues encountered with wireless networks. It will also show you how to confirm that your Home Base is properly connected to your Wi-Fi network. A glossary of relevant terms is included at the end. Connecting the EnergyHub Home Base to your Wireless Network To successfully connect your EnergyHub Home Base to your Wireless Network, you will need the following pieces of information: The SSID of your wireless network The wireless security password needed to connect to your network The EnergyHub Home Base will display the SSID (name) of any wireless network that is within its range. Listed under the SSIDs is the description of the security of that particular network. It will be one of the following. All these security modes are supported: Open WEP WPA WPA2 Press Wi-Fi and select the appropriate SSID for your home to connect to. Once you have selected your SSID, it will ask for your network password. If entered correctly, the EnergyHub Home Base will display a message showing it has successfully connected to the wireless network. To ensure that the wireless security password is entered correctly, be sure to check the box next to Show Password so that the entry is visible to you. Confirm that the correct password is being entered. For WEP Security Passphrases If the security type is WEP, your password may consist of a word with letters that are not available on the EnergyHub Home Base on-screen keyboard. Your password may be what is called their passphrase, which needs to be converted to its hexadecimal equivalent. Using a web browser, go to and type in the passphrase and press Generate Keys. This will provide you both 64 and 128-bit keys. Most of the time, the correct key to connect to your network is the 64-bit key #1. If password is provided by ISP (Internet Service Provider) If you do not know your wireless password, you may take a look at your wireless router or the residential gateway itself. Record the make and model (including any revision numbers) as you will need this information later. Often times, the wireless gateways supplied by Internet Service Providers (ISP) print the default WEP key right on the device itself so be sure to look for any decals on the bottom or sides of your router. Enter that information as a possible network password to connect your Wi-Fi to your EnergyHub Home Base. 1.

2 If Password is unknown If the above does not work, you may contact your wireless service provider or try to access your Wi-Fi router settings using the possible manufacturer s default login information. You will need to use a computer that is connected to your network in order to retrieve your router s IP address: Windows: 1. Click Start 2. Click Run 3. Type cmd (without the quotes) and click OK 4. At the command prompt, type ipconfig/all (without the quotes) and press Enter 5. The address listed as Default Gateway is what you need for the next steps. Mac: 1. Click the System Preferences icon 2. Click the Network icon 3. The address listed as Router is what you need for the next steps. To locate the manufacturer s default user name and password for the router in question, open a web browser and type com and select the make and model of your router. Open another web browser window and enter the router IP address directly into the address bar and press Enter. Depending on the make and model of the router/residential gateway, it will ask you for a user name and password to enter the device. Enter the information from the router password web page to gain access to the router s configuration page. From the router s configuration page, look for a section called wireless security to obtain the security key information to enter into the Home Base. This should enable you connect to your wireless network, without having to change any settings. MAC Filtering If the network is shown as Open but you are unable to connect to the wireless network with the Home Base or other new Wi-Fi devices, the network may be secured by MAC address. You will need to enter the router configuration page to add support for the Home Base. You will need your router login information. If you do not know your login, you may need to use the steps above to locate it. Once logged in, go to the section called MAC Filtering and look for an area that indicates Allowed MACs and enter the Hub MAC address from the Home Base, located on the About screen under the Version tab. Hidden SSID Many access points allow a user to turn off the broadcast of the SSID. With many network client devices, this results in the detected network displaying as an unnamed network and the user would need to manually enter the correct SSID to connect to the network. The Home Base requires that the user broadcast their SSID at all times. The Home Base cannot find a hidden SSID and therefore cannot connect to it. By accessing the router configuration page, as discussed earlier, you can change the system to broadcast the SSID and add a wireless network password for security. 2.

3 Checking the Connection between Your EnergyHub Home Base and Your Wi-Fi Network The About Screens can help you make sure that your EnergyHub Home Base is properly connected to your Wi-Fi network. You can use the following steps to confirm your Wi-Fi network is communicating with your Home Base. Please note that the EnergyHub Home Base screen shots are for example only. The data displayed on your device will be different than the examples shown. To Check the Wi-Fi Connection From the Menu, tap on the About icon. Then on the About screen, tap Wi-Fi. You should see the following information: - IP address/wi-fi MAC address: your IP address should be shown here - External IP address: should be populated - EnergyHub.com reachable?: OK - EDX Status [URL]: OK Troubleshooting If this information is not shown, then your EnergyHub Home Base is not properly connected to your Wi-Fi network. If you have not yet set-up your Home Base to connect to your Wi-Fi network, the SCEG Quick-Start Guide will walk you through step-by-step instructions on how to do this. Please see Step 3 on How to Set-Up the Wi-Fi connection to your EnergyHub Home Base. 3.

4 If you have lost internet connection to your EnergyHub Home Base device, please follow these simple steps to get your EnergyHub Home Base connected to the Internet: 1. Go to the Menu on the Home Base and select Wi-Fi. Make sure that Wi-Fi is enabled. If it is not, press Enable Wi-Fi on the lower left corner of the screen. 2. Make sure your Wi-Fi network name is listed as the Current Wi-Fi Connection. If it is not, then select your Wi-Fi router name from the list. Enter your secure key to access the Wi-Fi router and press Connect. You will soon see Obtaining IP address and then Connected 3. To confirm that the Home Base is reaching the Internet, from the main menu, select About and then select Wi-Fi. If your device has successfully connected, you will see the following information (please note: it may take up to 10 seconds for this screen to update with the current information): *EnergyHub.com reachable?: OK* 4.

5 SCE&G Quick-Start Guide Background Terms and Definitions ISP: Internet Service Provider (ISP) is a company that provides access to the Internet. Router/Residential Gateway: A home networking device, used as a gateway to connect devices in the home to the Internet or other WAN. It is an umbrella term, used to cover multi function networking computer appliances used in homes, which may combine a DSL modem or cable modem, a network switch, providing LAN switching, a consumer grade router, and a wireless access point. Wi-Fi: A mechanism for wirelessly connecting electronic devices. SSID: Service Set IDentifier (SSID) is a name that identifies a particular wireless LAN. WEP: Wired Equivalent Privacy (WEP) is a weak security algorithm for wireless networks. WEP is recognizable by the key of 10 or 26 hexadecimal digits; is widely in use and is often the first security choice presented to users by router configuration tools. WPA/WPA2: Wi-Fi Protected Access (WPA) and Wi Fi Protected Access II (WPA2) are two security protocols and security certification programs developed by the Wi-Fi Alliance to secure wireless computer networks. The Alliance defined these in response to serious weaknesses researchers had found in the previous system, WEP (Wired Equivalent Privacy). Passphrase: A sequence of words or other text used to control access to a computer system, it is similar to a password in usage, but is generally longer for added security. Passphrases are particularly applicable to systems that use the passphrase as an encryption key. LAN: Local Area Network (LAN) is a computer network that connects computers and devices in a limited geographical area such as home, school, computer laboratory or office building. This would be a connection from the router in the customer s home to any other computer in their home. WAN: Wide Area Network (WAN) is a telecommunication network that covers a broad area (i.e., any network that links across metropolitan, regional, or national boundaries). This is the connection from the Internet Service Provider (ISP) to the customer s router in their home. IP address: Internet Protocol address (IP address) is a numerical label assigned to each device (e.g., computer, printer) participating in a computer network that uses the Internet Protocol for communication. DHCP: Dynamic Host Configuration Protocol (DHCP) is an automatic configuration protocol used on IP networks. Subnet: is a logically visible subdivision of an IP network. MAC address: Media Access Control address (MAC address) is a unique identifier assigned to network interfaces for communications on the physical network segment. 5. mc_edsm12t /12