Troubleshoot Connecting to a Home's Wi-Fi Network | Android

Before trying the troubleshooting suggestions, check to see if your Wi-Fi router or gateway is listed in the “Incompatible Router/Gateway” list below. If so, it is a router/gateway that is known not to work well with Smart devices, like the Sleeptracker-AI® Monitor. If you have one of the below models, we highly recommend using another router/gateway.

Incompatible Router & Gateways

A “gateway” is a Wi-Fi & modem combo device, commonly provided by ISPs (Internet Service Providers). Your router/gateway’s model number should be located somewhere on the device itself. Select below to view your ISP’s router/gateway overview pages:

If you've leased one of the below gateways from your ISP, check to see if your ISP is able to provide you with a replacement network gateway that is not one of the below brand or models. With that being said, overall, we recommend using a standalone Wi-Fi router and not a gateway. If you did not already know, you may be able to hook up and use your own router with your current gateway (talk to your ISP for more details). Alternatively, if you'd like to continue using your current router/gateway that is on the list below, you can try the troubleshooting suggestions below.

By the way, if you do not have your own Wi-Fi router but are considering purchasing one, here is a list of Wi-Fi routers that we have found to be reliable (in no particular order):

  • ASUS RT-N12
  • Nest Wi-Fi System
  • Netgear Orbi
  • Linksys Velop

NOTE: If you purchase a new Wi-Fi router and if it supports "WPA3" security encryption, then you'll want to make sure to set the security/authentication method to “WPA2-PSK” when configuring the router. WPA3 security encryption is not supported by the Sleeptracker-AI® processor, nor many other Wi-Fi devices.

If you do set up another Wi-Fi router or gateway and if your Sleeptracker-AI® Monitor is already paired to your account, then you can connect your processor to it by selecting the Status icon (top right from Home) > Troubleshoot & Wi-Fi > Adjust Wi-Fi Settings (in the Sleeptracker-AI® app), and then follow the on-screen prompts.  

List:

  • Manufacture: Arris (used by Xfinity, Charter Spectrum, AT&T, & others)
    • Models: BGW210-700, NVG599, TG1682G, TG852G, TG852G/CT, TM822A, SBG6580, SGG6700-AC, SBG6782-AC, TG1782G, TG862G, TG2472, TG1672G, RAC2V1A, SAC2V1A, RAC2V1K, & SAC2VIK.
  • Manufacture: Netgear
    • Models: R6700 & C6250.
  • Manufacture: Pace (used by AT&T)
    • Models: 5268AC/5268ACFXN.
  • Manufacture: Sagemcom (used by Charter Spectrum).
    • Models: Spectrum “Wave 2” Routers (RAC2V1S. RAC2V2S, & SAC2V2S).
  • Manufacture: Technicolor (used by Xfinity, Charter Spectrum, WOW, & others)
    • Models: TC8715D.
  • Manufacture: Ubee
    • Models: DDW36C, DVW32C1, & DVW32CB.
  • Manufacture: ZyXEL (Used by CenturyLink)
    • Models: C1100/C1100Z.
Troubleshooting Suggestions

Try the suggestions below individually to see if they help you connect to your home’s Wi-Fi network and complete the setup process.

NOTE:

  • For additional assistance with the below steps, please contact your router/gateway's manufacture or your Internet Service Provider (ISP).
  • Be sure to keep your mobile device close to your Sleeptracker-AI® processor during setup. If you see a notification regarding the Sleeptracker-XX-XX Wi-Fi network not being connected to the Internet, this can be ignored, unless the notification specifically states to take action in order to stay connected to the Sleeptracker-XX-XX network.

Check Advanced Wi-Fi Settings
Check your mobile device’s advanced Wi-Fi setting to see if it supports features that will automatically disable or switch your device’s network, based on if there is a weak or no Internet connection with the current Wi-Fi network. The Sleeptracker-XX-XX Wi-Fi network does not have an Internet connection by design, therefore, such settings may block the Sleeptracker-AI® app from connecting or maintaining a connection to your processor's Wi-Fi during setup. The location of these settings will vary depending on your device manufacturer, however, in general, you should be able to find the advanced Wi-Fi settings in your device’s Settings app, under the Wi-Fi settings, for instance:

  • Settings app > Connections > Wi-Fi > Advanced / More (with Wi-Fi turned ON) > look for and disable "Smart Network Switch", "Adaptive Wi-Fi", "Switch to mobile data", "Turn on wi-fi automatically", and/or anything related.
  • Settings app > Wi-Fi > Menu (located at the top right) > Advance(d) (with Wi-Fi turned ON) > look for and disable "Smart Network Switch", "Adaptive Wi-Fi", "Switch to mobile data", "Turn on wi-fi automatically", and/or anything related.

Pixel Devices:

  • Check for and disable "Switch to Mobile Data Automatically". To do so, launch the Settings app on your phone and select Network & Internet > Wi-Fi > Wi-Fi preferences > Advanced > Toggle “Switch to mobile data automatically” to OFF.

If you made any changes, try the setup process once again.

If the above did not help or does not apply, try the following:

  1. Power-Cycle Your Devices:
    • A) Unplug the power to your modem, Wi-Fi router, and processor > wait at least 30 seconds. If you have a gateway, simply unplug it.
    • B) Plug-in the power to the modem first > wait for the lights to stabilize (~3-5 mins). Alternatively, if you have a gateway, power it on > wait for the lights to stabilize (~3-5 mins).
    • C) Plug-in the power to your Wi-Fi router and wait for the lights to stabilize (~3-5 mins).
    • D) Plug-in the power to your processor and wait for the status light to start flashing green or orange consistently.
    • E) Try the setup process once again.
  2. Try keeping mobile data disabled on your device during the setup process (keep Wi-Fi toggled ON).
  3. Check to see if a firmware update is available for your processor. You will know there is a firmware update available if you see the "Update Firmware (Advanced)" link at the bottom of the screen when entering you are entering your Wi-Fi password. If you see this link, please tap it and follow the on-screen instructions to see if it helps. Afterward, try connecting to your home Wi-Fi once again.
  4. If you're using a VPN on your mobile device, a network-wide VPN on your Wi-Fi router or gateway, or a security app on your mobile device, disable it and then try connecting once again.
  5. If your Wi-Fi router or gateway has support for WPA3 security authentication, please know this authentication method is not supported by the processor at the moment. Your security/authentication mode (for at least the 2.4 GHz Wi-Fi band) should be set to WPA2-PSK or WPA2-PSK + WPA-PSK Mixed.
  6. If your 2.4GHz Wi-Fi and 5GHz Wi-Fi bands have the same exact Wi-Fi name (SSID), see if you can separate them by giving them unique names (you can simply set the 5GHz Wi-Fi band to a different name). For some router/gateways, you may need to first disable the bandwidth steering feature first in order to do this (sometimes called “Band Steering”, "Smart Connect", or "Total Wireless Control").

Additional Suggestions:

  1. Temporarily disable 5GHz on your router/gateway and then try setting up again.
  2. A space at the beginning or end of the Wi-Fi name (SSID) can cause problems. Ensure you didn't inadvertently add a space before or after your SSID when configuring your router or gateway.
  3. If your Wi-Fi router or gateway uses features such as "AP Isolation", or "Airtime Fairness", these features should be disabled.
  4. Try moving your Wi-Fi router or gateway closer to your bed, or try lifting your processor onto a nightstand to help improve the Wi-Fi signal.
  5. If you use MAC address filtering on your router, either disable it or make sure to add the MAC address of your processor (located on the back of your processor) to your router or gateway's settings.
  6. Reinstall the App:
    • A) Start by logging out of your Sleeptracker-AI® account first. You can do this by navigating to Menu > My Profile > Account > Log Out > Log Out.
    • B) Reinstall the app on your mobile device.
      • You can do this directly on the Play Store - select here on your device to be taken to the app's Play Store page (or pull it up manually), and then select Uninstall > wait for the app to uninstall > Install > wait for the app to install > Open.
    • C) Log back into your account & then try setting up once again.
  7. If you have access to another phone or tablet where you can install the Tempur-Pedic® Sleeptracker-AI® app on, use it to see if you’re able to complete the setup.
  8. Factory reset your processor to see if that helps. Select here for instructions.
  9. Reset your device’s Wi-Fi network settings and then try setting up once again. The steps will vary depending on your device’s manufacturer, but generally, this can be found under your device’s Settings app > System > Advanced > Reset Options > Reset Wi-Fi, Mobile & Bluetooth.
    • If your settings app has search functionality, you can alternatively try searching the app for “Reset” and then look for an option to reset the Wi-Fi settings (Bluetooth and mobile may be tied in, but do not factory reset your device).
  10. Factory reset your router/gateway or consider/try using an alternative router/gateway.

 

 

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