Wi-Fi troubleshooting and recommendations (24 V)

Troubleshooting

First, perform the following general checks:

	Check	Remark
1	Was the correct Wi-Fi network (SSID) configured on the Digital black?
2	Was the password entered correctly? Was the password recently changed?
3	Make sure the Digital black is in the same network as the connected controller or smart hub (i.e. the Wi-Fi router or access point the Digital black is connected to must be part of the same LAN network as the connected controller or smart hub)
4	Check for interference from other devices (e.g. microwaves, baby monitors, cordless phones ...)	Symptoms The device experiences difficulty while connecting during setup It repeatedly disconnects and reconnects to Wi-Fi The device is shown as 'Offline' in the app but reconnects automatically The device responds slowly during reconfiguration Also see: https://support.google.com/googlenest/answer/9276282?%20hl=en&co=GENIE.Platform%3DAndroid%20from%20Google%20Nest%20Help
5	Make sure the Wi-Fi signal is not blocked by other furniture or household equipment (radiators, aquariums, TVs ...)

If the problem hasn't been resolved, perform more advanced checks (related to the known product limitations and interoperability):

	Problem	Action
1	Not compatible with Wi-Fi 5 (5GHz)	Do not use band steering Do not lock the device to 5 GHz access points Make sure the 2.4 GHz Wi-Fi network is enabled Make sure the SSID is applied to 2.4 GHz access points
2	Not compatible with Wi-Fi 6 (e.g. the Proximus Internet Box)	Contact Proximus customer services as this issue is not inherent to the Digital black
3	Not compatible with WPA3	Make sure the SSID supports WPA2 Connect to WPA2 only in case a mixed WPA2/WPA3 mode does not work
4	Not compatible with Protected Management Frames (MFP or PMF)	Make sure the MFP (or PMF) feature is set to 'optional' for the selected Wi-Fi network/SSID. If the problem persists, disable MFP for the selected Wi-Fi network
5	Not compatible with WPA2 Enterprise	Make sure the SSID supports plain WPA2
6	Not compatible with WPA3 Enterprise	Make sure the SSID supports plain WPA2
7	Not compatible with open networks	Make sure the SSID supports plain WPA2
8	Not compatible with WEP	Make sure the SSID supports plain WPA2

Links to Wi-Fi brand troubleshooting pages

Brand	Description	Link
Ubiquiti UniFi	Various hints regarding Ubiquity Unifi related settings that may affect connectivity	https://help.ui.com/hc/en-us/articles/221029967-UniFi-Troubleshooting-Connectivity-Issues
Ubiquiti UniFi	Troubleshooting for speed issues	https://help.ui.com/hc/en-us/articles/360012947634
Ubiquiti UniFi	Capturing debug information	https://help.ui.com/hc/en-us/articles/227129127
Cisco Meraki	Poor Wi-Fi performance troubleshooting	https://documentation.meraki.com/MR/WiFi_Basics_and_Best_Practices/Tools_for_Troubleshooting_Poor_Wireless_Performance
Cisco Meraki	Wireless issues troubleshooting	https://documentation.meraki.com/MR/Wireless_Troubleshooting/Wireless_Issue_Resolution_Guide
TP-Link	Whole Home Wi-Fi knowledge base	https://community.tp-link.com/us/home/kb
TP-LInk	Wi-Fi router knowledge base	https://community.tp-link.com/us/home/kb/625
Netgear Orbi	Netgear Orbi Router troubleshooting landing page	https://www.netgear.com/support/product/orbi.aspx
Netatmo	Advanced network troubleshooting guide	https://helpcenter.netatmo.com/en-us/smart-video-doorbell/connection-network/advanced-network-troubleshooting-guide
Telenet	Telenet Wi-Fi troubleshooting guide	https://www2.telenet.be/nl/klantenservice/ik-heb-een-probleem-met-mijn-draadloze-internetverbinding-wifi/
Proximus	Tips to improve Wi-Fi and Internet	https://www.proximus.be/support/en/id_sfaqr_wifi_trouble/personal/support/internet/internet-at-home/wi-fi-network/10-tips-to-improve-your-wi-fi-and-internet.html
Cisco	Wi-Fi troubleshooting cheat sheet	https://community.cisco.com/t5/wireless-mobility-knowledge-base/wifi-troubleshooting-cheat-sheet/ta-p/3108889
Fortinet	Fortinet Wi-Fi signal strength issues	https://docs.fortinet.com/document/fortiap/7.0.4/fortiwifi-and-fortiap-configuration-guide/68434/signal-strength-issues
Fortinet	Fortinet FortiWiFi general troubleshooting	https://docs.fortinet.com/document/fortiap/7.0.4/fortiwifi-and-fortiap-configuration-guide/692236/troubleshooting
Sonos	Wireless set-up issues	https://support.sonos.com/s/article/2894?language=en_US
Sonos	Sonos product compatibility with Wi-Fi standards	https://support.sonos.com/s/article/126?language=en_US
Google Nest	Google Nest Thermostat troubleshooting	https://support.google.com/googlenest/answer/9249211?hl=en&ref_topic=9362023
Google Nest	Wireless interference troubleshooting	https://support.google.com/googlenest/answer/9276282
Ring	Understanding RSSI and wireless signal strength (contains practical advice related to furniture placement ...)	https://support.ring.com/hc/nl/articles/217271526-RSSI-en-draadloze-signaalsterkte-begrijpen
Cisco Meraki	Source of Wi-Fi interference (microwaves ...)	https://documentation.meraki.com/MR/Wi-Fi_Basics_and_Best_Practices/Common_Sources_of_Wireless_Interference
CWNP TV	General roaming best practices	https://www.youtube.com/watch?v=4ahOnG76HvQ
/	Access point placement guidelines	https://solutionsreview.com/wireless-network/access-point-placement-6-guidelines-for-successful-installation/
UniFi	Wi-Fi antenna radio patterns	https://help.ui.com/hc/en-us/articles/115012664088-UniFi-Introduction-to-Antenna-Radiation-Patterns
UniFi	Planning and tuning

Using the Digital black in a Ubiquiti/Unify network environment

Wi-Fi recommendations

Disable automatic upgrades for your access points
- Upgrades should only be performed if the device is no longer working
Put the TX Power setting to 'Medium', instead of 'High' or 'Auto'
- The AP-TX power level should be lowered to reduce interference, and ensure a stable connection to the network equipment
Only use channels 1,6 and 11
- This allows you to reduce interference
Ensure 'Band Steering' is disabled
- This way, you can access the network more easily if it does not support 5G
Set DTIM to 'Static 1.3' and Min data rate to 'static 1Mbps'
- These fixed values allow legacy clients to easily communicate via the network
Ensure that the DHCP range is set to above 230 addresses
- This guarantees that IP addresses are available for the network equipment
Disable PMF
- Make sure this setting is set to 'Disabled' or 'Optional' as the Digital black does not support PMF
Reserve IP addresses for Niko equipment
- This guarantees that IP addresses are available for the Niko equipment
Use a USG router instead of the ISP-provided router
- This results in a more stable network
Make sure the network strength on the Digital black is not lower than -75dBm
- Check one of the three tabs in the upper right corner of the display and click the pixel at the top right three times consecutively

Troubleshooting

	Device	Problem	Cause	Action
1	General	Side effects from access point locking	The signal strength might vary inside homes, even for fixed (mounted) devices	Disable access point (AP) locking for all Wi-Fi devices Make sure the Wi-Fi device/client can choose the access point depending on the signal strength to guarantee redundancy If the installer insists on using an access point (AP) locking, at least two access point roaming options need to be foreseen for the client device. Otherwise, issues may occur when upgrading the access point software Check the access point lock settings For an UniFi access point, disable 'Lock to Access Point' in the client device settings
2	General	Central RSSI management steering is not enabled	Central RSSI management often pushes away devices more frequently than needed Client devices have the best 'view' on signal reception strength.	Depending on the router, disable or do not use RSSI level management In a UniFi network, disable 'Minimum RSSI' in the device/access point settings
3	Digital black	Asymmetrical signal strength	Modern access points may have a high TX signal strength, making them easy to be discovered by the Digital black and resulting in a high ranking in the BSSID list, However, since the Digital black does not have a similar TX strength, the communication path between the Digital black and the access points may become disrupted. This may result in the Digital black disconnecting and looking for a potentially better access point. The maximum radio frequency power of the Digital black is set officially set at 15.19dBm. On average, the value is lower (around 12 dBm)	Make sure the access point TX power matches the 'least powerful' Wi-Fi Client. Also see: hhttps://docs.fortinet.com/document/fortiap/7. 0.4/fortiwifi-and-fortiap-configuration-guide/68434/signal-strength-issues Lower the access point signal strength, so the Digital black can choose a more appropriate access point. It might take some time to determine the appropriate signal strength as it depends on the access point and the physical environment of the building Do not configure access points to use high output/transmission strengths, as this may result in frequent disconnections In a UniFi network, a similar TX strength imbalance situation may occur with a laptop as it can detect the access point, but its signal strength might be inadequate for proper reception
4	Digital black			Make sure the Unscheduled Automatic Power Save Delivery (UAPSD) option is disabled, as this will otherwise severe the connection with low-traffic Wi-Fi clients like the Digital black Also see the following links: https://eu.dlink.com/uk/en/support/faq/access-points-and-range-extenders/what-is-u-apsd https://www.arubanetworks.com/
5	Digital black	Manual Wi-Fi settings are overwritten		Wi-Fi AI should be disabled in a UniFi network

Check the vendor's knowledge base for advice