FAQ | Technical > RouteThis & Other Diagnostic Tools

🆘 WHY WE MIGHT NEED A LITTLE EXTRA HELP FROM YOUR NETWORK

Your Nanoleaf devices are just one star in your smart home galaxy 🌌. They thrive when smoothly connected to your Wifi network. While your Internet Service Provider (ISP) holds the master keys to your network’s quirks and traffic flow, we do not have that luxury.

Our diagnostic tools can tell us a lot, but sometimes, we hit a wall and need more info to figure out what’s really going on behind the scenes.

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Enter the Hero: RouteThis
To dig deeper into network mysteries, we use a nifty tool called RouteThis. It helps us run advanced diagnostics and gives us insights we cannot gather on our own. But do not worry, we cannot just snoop around without your go-ahead! You’ll get a pop-up notification in our app asking for your permission before any scan begins.

In some cases, we may request you download the standalone RouteThis app to help us gather more detailed data. It is quick, secure, and provides exactly what we need to troubleshoot like pros.

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Concerned About Privacy?
We get it... privacy is important! Here is what you need to know:

• The scan is handled by RouteThis, a trusted 3rd party provider that we are partnered with.

• Nanoleaf does not store or retain the data on our servers.

• You can check out RouteThis’s FAQ for details on what is accessed and how they protect your data.

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In Rare Cases…
If your issue gets escalated to our engineering team, they might use additional 3rd party tools to dig even deeper. But do not worry, this is only in rare, super-stubborn cases where nothing else works.

Need more details or have concerns? Feel free to reach out, we are happy to shed more light on the process! ✨