Troubleshooting | Scenario> Devices Not Staying Connected

🆘 DEVICES PAIRED BUT NOT STAYING CONNECTED

Applies to all Nanoleaf Wifi and Matter over Wifi Devices

Router and network requirements:

• The router is broadcasting a 2.4GHz network

• The Wifi network is using WPA/WPA2 security

• The router is configured for any of the Wifi modes a/b/g/n

• The router is compatible with Bonjour (mDNS)

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Router Configuration

Router configuration settings can affect reachability. There are some settings you can check on but, heads up! You may need a techny friends to help if you do not know how to access your settings, or you can contact your Internet Service Provider directly.

Verify the following:

• UPnP = enabled

• Multicast = enabled

• IGMP Snooping = enabled

• Client/AP Isolation = disabled

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Wifi Channels

Most routers will default to auto-select the optimal channel, which usually works well. Some models can cause issues on how the router communicates with your Nanoleaf  devices.

Selecting a fixed Wifi channel can help to mitigate this unreachability. The recommended channels are 1, 6 or 11.

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🆘 Need help? If the issue persists, save time and use the app to submit a request with a technical scan or via our form using: Software Support > Connectivity Issues

In the Nanoleaf app follow these steps:
•  Tap "More" option located at the bottom right corner of the app screen. 
•  Then, select "Customer Support" and choose "Submit Network Scan." 
•  Follow the on-screen instructions to complete the network scan.