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Multiple Devices Showing as Offline when they Aren’t

Hi

I purchased 4 Eero devices (standard, not pro or beacon) yesterday. Today I installed all four, which are all wired in via Ethernet. 
 

the signal strength is fantastic everywhere and I am very pleased with the results. It has pretty much tripled my WiFi speed too. 
 

my only issue is that, out of 51 connected devices, around 17 are constantly showing as offline when they are in fact online and working fine (lights, cameras, phones etc). 
 

I have restarted the entire network from the app but they still show as offline (some of them show activity when pressed in the app too which is also weird). 
 

Does anyone have any advice on this?

 

Many thanks

 

Jim

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  • Can you describe your topology?  Is there at least 1 eero upstream of the switch where the other 4 are plugged in?

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  • Hello

     

    iI am not entirely sure what you mean. However, the network did an update overnight and seems to have rectified itself! :)

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  • I have the same scenario. Modem connects to eero pro. Also have two beacons. Everything seems to be working fine. But always see a bunch of devices showing offline. 

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  • I just setup a new eero and noticed the same.  It was working fine until I tried to update which failed and now having issue with most of the devices showing offline while they aren't.  Also update isn't going through.  Not sure as everything is working except the app displaying the infromation.  

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  • You need to call Support before they close in a few hours. If you miss them they are working tomorrow. 

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  • I tried calling and was on hold for over 30+ min and then gave up.  What would support do that I can't do by just rebooting them?  Are they able to check the registration on their end and possibly clear it out?

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  • Yes, you’d be surprised at what they can do. They can rebuild an unresponsive eero network completely if your app is not responding to commands as long as the gateway eero is online. 

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  • Thanks on the phone with them now.  Tried some things still waiting on them as it seems 2 out of 3 eero didn't get updated and when we try updating they fail.

    I think due to that in the app the devices that are connecting to the other 2 eero are showing offline in the app even they are online.  Possibly all related to not all eero being on the same software version.

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      • David S
      • David_S
      • 4 days ago
      • Reported - view

      sal0000 Great ! They'll get you fixed up..hang in there!

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  • Thanks David.  They informed me that the main eero was updated but the other 2 failed and the download for software was queued up.  They cleared that and it still didn't help.  I had to add a router between my cable modem and eero for it to go through.  Odd they told me that Aaris SB6183 doesn't work well with Mesh system.  First time I have heard of that.  The reason many devices were offline even though they were online is because those devices were connecting to the 2 eero that were one version behind the main eero.  

     

    Hopefully this doesn't happen again as the only issue I ran into thus far was OS update not the usage of the wifi as it seems to be working great.  

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  • Glad to hear they got you back online regardless Sal!

    I'm not entirely surprised about their comment regarding the SB6183. I know eero had issues with 6183s a year or so ago with a particular, older firmware version. Evidently some ISPs have refused to keep their 6183s up to date...and our ISPs are responsible for keeping all modems owned by them or purchased by their customers up to date with current firmware.

    Here's a link to this issue in eero's knowledge base:

    https://support.eero.com/hc/en-us/articles/209384066-I-have-an-Arris-SB6183-modem-and-I-m-experiencing-issues-with-my-eero-network-

    I'm running firmware version: D30CM-OSPREY-1.5.2.5-GA-00-NOSH on my 6183 which so far has been problem free...finger's crossed.

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