1. Support Home
  2. Installing/Connecting Copper

I Cannot Connect to my WiFi

Troubleshooting suggestions when you cannot connect Copper to your WiFi

The light on the Copper device indicates its status.

  • Red is normal and indicates Copper is not connected to WiFi.
  • Blue is normal when Copper mobile on your phone connects to the Copper device via Bluetooth.
  • White indicates that your Copper device is connected and functioning correctly.

copper

There are a few typical reasons a Copper device fails to connect to your Wi-Fi network.

  • Your Copper unit needs a 2.4 GHz network to connect. Make sure the customer phone is connected to a 2.4 GHz network for initial gateway onboarding.
  • Make sure you have granted location permissions to Copper mobile.

    Setting Location Permissions
  • Make sure a 2.4 GHz WiFi network is entered in the WiFi name field. All WiFi routers have a 2.4 GHz band, but the newer routers are often dual-band routers with 2.4Ghz and 5 GHz bands.
  • A 2.4 GHz network may have 24 or "2.4," or "24" appended to the end of the network name. 
  • A 5 GHz network may have "5g" or "5" appended to the end of the network name.

    networks
  • If both of your 2.4 GHz and 5 GHz have the same name and password, then you should be able to connect regardless of which WiFi band your smartphone uses.
  • Make sure the Copper device is close enough to the WiFi router (your phone can connect to the desired network from where you want to plug in Copper).


If those initial tips do not help, please go to Copper mobile to create a ticket and send a screenshot showing the failure.