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MacBook Pro Connection Problem

Hoping to find some help here before I can get a hold of Tech Support. My MacBook Pro is able to connect to Eero but the internet is not functional. Our other Apple and non-Apple devices work just fine. My MacBook Pro is in stationary position. Thanks for your help!

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  • Hi  rpb161

    I'm sorry to hear the issue you are encountering. There are no known issues with MacBook Pro's, so I definitely recommend getting in touch with our Tech Support team.

    Feel free to give us a call at 1-877-659-2347 or email us at support@eero.com. We'll be happy to get this resolved for you.

    Reply Like
  • I also got the same issue friend 😕. Did you find any solution?

    Reply Like
  • Hi Ryan_Stevens

    I noticed your other post in the community, so perhaps this is related to that. If you haven't yet, please contact eero support. We'd be happy to take a look.

    You can give us a call at 1-877-659-2347 or email us at support@eero.com .

    Reply Like
  • I also appear to be having issues when I try to connect my work Macbook Pro to my home eero network. My Macbook connects to the eero, but I can not browse the internet.

    Reply Like
  • Hi  jerryrs

    Sorry to hear you are experiencing some trouble with your Macbooks. This isn't typical behavior, so we should take a look.

    Feel free to give us a call at 1-877-659-2347 or email us at support@eero.com . Our team is happy to take a look at what is going and provide any necessary steps to get this all resolved.

    Reply Like
  • I am using the new 2016 Macbook Pro with several eeros in my home.   No connection issue.  Just speed issue.

    Reply Like 1
  • I've got 2 MBPs that stopped connecting to my Eero couple days ago, including our iPhones, iPads, and other appliances like the MyQ garage opener and Harmony hub. Sometimes all at once, sometimes selectively. I've tried a soft reset of all 3 Eeros, and while waiting for a response from tech support I deleted and recreated my network. While that fixed the connection with some devices the MyQ, Harmony, and both MacBooks still randomly drop off. Tech support tried assigning static IPs to these devices unsuccessfully, and we even tried creating a guest wifi. While the MacBooks were able to connect they couldn't see our printers on the main wifi grrr. At one point even my iPhone couldn't connect to the guest wifi. 

    My issue was "escalated" so I hope you guys can figure this out as this has been a disruptive 3 days.  I re-enabled the wifi from my isp's modem and have had zero problems with any device added to that network. 

    Reply Like
  • Hi  kenbo

    Welcome to the eero community. I'm sorry to hear the issue you've been experiencing as of late. That definitely isn't the typical experience with eero.

    I'm happy to hear you are already in touch with tech support, and we greatly appreciate your patience and understanding through this process. Hopefully, we can get this all resolved for you in a timely manner. 

    Thanks again. If anything else comes up, please don't hesitate to reach back out to our team so they have the latest happenings on what you are currently experiencing.

    Reply Like
  • I've just experienced a similar issue 2 days ago. 2014 Macbook Pro cannot connect to one of my two secondary eeros. I have a 24 port Linksys gigabit switch connected to the gateway eero. The problematic secondary eero is hardwired to the switch. The third eero is wireless. The gateway is double NAT'd behind an ATT uverse router with IP passthrough so that the gateway eero is getting the public IP address.

    When my Macbook Pro is in range of the hardwired secondary eero, it is failing to get a DHCP address and falling back to a link local address (169.x.x.x). When the Macbook Pro is anywhere is successfully gets an IP address. 

    The issue seems to be recent. I installed the eero system on April 26, but did not see this issue until 2 days ago.

    Reply Like
  • Greg G Yup, all 3 of our MacBooks and most of our iDevices were locked out of my Eero's Wifi.  Likewise I have a 16 port Netgear switch connected to the main Eero, while the other two Eeros are hardwired to the switch.  Under Advanced Settings Eero support had me change DHCP/NAT from auto to Manual IP with an IP address prefix of 10.0.0.0.  After the trio rebooted all my previously booted devices came back online.  I've been 100% online for a few days now (crossing my fingers).  I asked Eero support for a laymens explanation on what happened for future knowledge but haven't gotten one.

    Reply Like
  • Hi  Greg G

    I'm sorry to hear the issue you are experiencing. If you haven't yet, I would encourage you to contact our support team. We'd be happy to take a look and get to the bottom of the issue you are experiencing.

    Feel free to give us a call at 1-877-659-2347 or email us at support@eero.com .

    kenbo  —

    I see that our team is continuing to work with you on this matter and some progress is being made! We really appreciate your patience and understanding with this matter.

    Reply Like
  • I am having this exact same problem!  Just upgraded from a MacBook Pro 2014 - never had an issue....

    However the problem started when I got my new MacBook.  I can connect to my Eero just fine with my brand new MacBook Pro 2016 - however, anything that becomes data intensive, even if its just transferring a lot of photos to my network server (Western Digital MyCloud) all of a sudden my internet, and connection to the server hangs...  WiFi stays connected to the Eero, but I can't access the internet or my server until I turn off WiFi on the computer then turn it back on.

    This problem happens over and over - without fail, every time.  No other devices in the house have an issue.

    Internet works perfectly fine if I connect directly to my AT&T modem's WiFi network - issue only arrives when connected to Eero network.

    Reply Like 1
      • joeba
      • joeba
      • 5 mths ago
      • Reported - view

      pjohnson826 I have the same problem with my mid 2009 MBP.  It seems to happen if I am watching youtube.  I have to turn the MBP WiFi on and off to resolve the problem

      Reply Like
  • I tried several different config changes (setting lower MTU, etc.) on the Macbook to no avail.

    I was already using a manual IP for DHCP/NAT with a prefix of 192.168.23.0, so that I wouldn't have to re-IP a few servers in the house. I really don't want to have to change that to 10.0.0.0.

    After eliminating everything on the Mac side and sniffing the traffic with Wireshark, I finally resorted to power cycling the one offending eero device and the problem is resolved.

    Reply Like
  •  pjohnson826 I don't know whether it's just a coincedence or not, but the only device that I was having a problem with is my 2014 Macbook Pro. But power cycling one of the eero's resolved it for me.

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  • Greg G

    I'm happy to hear that this was able to resolve the issue. If you start to experience this issue again, please let our team know so that we can continue to take a look.

    Reply Like
  • I ran into something similar with my wife's MacBook Pro.  All other devices seem to not have this issue, but her MBP would periodically refuse to connect to the eero wifi network after a week or two of use.  The symptoms were that the wifi status icon (top right) would constantly show the "scanning" animation, but it would be unable to connect.  Finally, it would time out and give up.

    Power cycling the eero units would solve the issue in the short term, but it would return within days/weeks.  I gathered wifi diagnostic reports and submitted them to eero support, but nothing could be found to indicate the cause.

    I figured out a permanent solution though...  the problem seemed to be that, for whatever reason, the MacBook Pro was unable to obtain a DHCP IP address from the eero network.  I created a new network location on the MBP, and configured it to use a static IP address that I selected (unique, outside the DHCP range I'd configured on the eero), configured the gateway IP address, and configured the DNS server IP addresses.  Since switching to that approach she has never run into an issue, and my life got a lot easier ;-) 

    No idea why the eero network and her MacBook Pro are not getting along when DHCP is used, but she never had this issue when operating on the Apple AirPort Extreme/express network the eero replaced.  Seems likely it's an odd interoperability issue to me.  While it would be better if it would be reliable on DHCP, using a static network location profile while on the home network is workable for me... we'd just need to remember to switch it to a DHCP default profile when/if operating off network (Starbucks, etc.), and then to switch it back when home.  

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  • I fixed my issue by going from Bridge mode to automatic. 

    Reply Like
  • I have 2 airs and 1 MacBook Pro and haven't had issues until today where my Pro would no longer connect to the eero.  I tried reboots, forget network/rejoin, etc and it would never connect.

    My resolution was to create a Reservation for the MacBook pro using the Eero app and as soon as I did that the connection worked. This is much cleaner than creating two wireless profiles for on and off home network.

    Reply Like 2
    • This worked like a charm for my MacBook Pro running Sierra. One of our family laptops just up and decided to stop getting an IP from the eero network. Network restarts, laptop restarts, forgetting the network - nothing worked. Once I created a Reservation, all was good.

      Reply Like
  • Note: we are operating in Bridge mode so that we can leverage the AT&T modem as a router for our many wired devices. So I can't set a static IP in Eero.

    We created a guest network and then the MBP connects to the guest network we don't have any issues. But when the MBP uses the main network it always has trouble finding an IP address. Anyone have other ideas? 

    Reply Like 1
      • jambear
      • jamiecheng
      • 3 mths ago
      • Reported - view

      kjonmiller I have the same issue with a 2017 MBP and a 2017 MacBook. Devices sometimes do not get assigned an IP address from primary network, but switching to Guest network works.

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      • kjonmiller
      • kjonmiller
      • 3 mths ago
      • Reported - view

      jambear 

      Reply Like
      • kjonmiller
      • kjonmiller
      • 3 mths ago
      • Reported - view

      jambear we continue to be able to keep the IP address on the MBP using the guest network but not on the main network. No issues with other devices. Very strange.

      Reply Like
  • Hello,  Just installed the eero network and my wife's MBP is having the same network issue.  In addition, she had to disable the trackball as it was taking on a life of its own when connect to the eero network.  Not sure if anyone else had the trackball issue when the eero network was connected.  seems a bit odd but maybe it is some sort of device conflict.  We shutdown the eero network and I replaced it with the Linksys wireless router we had been using with no issues for a few years.  After doing this earlier today the network works fine and the track is not having any issues.  My wife took the MBP to Apple, it worked fine there and they could not find any issues.  Seems like there is a "known" issue with MBP and erro.  Who own the issue is still to be determined it appears.  Considering sending my eero back to Amazon and getting my $400 back for something else.  Not sure I agree with having to setup a static IP for the MBP as others have suggested which seems to resolve the issue however I am not sure if that is a permanent fix.  Any feedback welcomed. 

    Reply Like 1
    • paulmez  —

      Thanks for reaching out and sorry to hear the issue you and your wife were experiencing.

      In regards to the trackball issue, I can't imagine the eero having anything to do with this. Seems like maybe a coincidence that it happened around this time. Nothing with the eero network should conflict with these types of devices.

      Setting up an IP reservation has proven to help, so we would suggest starting there and seeing if that seems to make the issue disappear. If you need any help setting up an IP reservation, please see this article. However, there are not any known issues with MacBook Pros on eero networks, so we should be able to help get to the bottom of what is going on.

      If you need any assistance, our team is also happy to help. Feel free to give us a call at 877-659-2347 or email support@eero.com .

      Thanks again!

      Reply Like 1
  • Jeff,

    When I get back home I am going to do some testing on this.  Not sure if it is a coincidence but the trackball issue started when it first connected to the eero network, did not happen when not connected to the network outside the house, happened again when back in the house connected to eero and then it went away when she shutdown the eero network and turned the Linksys network back on.  I work in the technology industry so I understand erro's consistent position of "any known issues with MacBook Pros on eero networks" when indeed there are issues.  What would be beneficial is that eero work with Apple to identify where the issue is.  I don't think people care if the issue is with eero or Apple or both but would prefer to see some effort to collaborate with Apple rather then just say there is no known issue.  What I do know is, the majority people are going to change out there eero networks and not their MBP (a $1500 device) if they can't get it to work correctly.  And, unresponsive support will only have people spread the word not to buy eero.  Not because of the MBP compatibility issue but because of the let's take the corporate party line position of "no known issues".  How about we have not been able to duplicate this issue repeatedly and we would like to work with our community who are having this issue to better understand your device, configuration, etc.. and see if we can identify some common things that may be causing this issue. 

    Reply Like 2
    • paulmez  —

      Thanks for the reply. 

      Just to clear up anything that may have come off otherwise on my end, I wasn't trying to say you weren't experiencing any issues. Based on the fact that a large population of our customers use MacBook Pros (including everyone here at eero who test the eero product in our homes), we haven't seen any consistent issues that would deem there to be a known issue with MBPs on eero networks. That doesn't mean there isn't something going on, but we are not able to identify an issue without having tech support dig into the specific issue you are currently running into.

      I can assure you our support team isn't unresponsive, and we'll do everything we can to get to the bottom of what is going on. 

      Thanks again.

      Reply Like 1
      • mitct02
      • mitct02
      • 3 mths ago
      • Reported - view

      paulmez - agree with you on the fact that it is a shame that eero has not taken advantage of this group of people experiencing the same issue. I struggled with this for months and months before finally giving up and switching to Open Mesh hardware (and cloud-based software). I have not experienced the intermittent connection issue once since ditching eero. I didn't get enough of my money back from selling the first three (I have another set of three located in another home which I will switch out in the spring), but I do not regret switching as not only has reliability ceased to be an issue, but performance is much better too.

      Reply Like
  • I will provide an update in the next day when I get back and do some testing.  thanks,

    Reply Like 1
  • I still have daily problems connecting to my eero wifi from both of my MacBook Pro laptops. Almost every time I open the lid and the laptop wakes up, it can't connect. I end up having to disable/re-enable wifi several times before it finally works. In the past (before this issue started happening) it was always connected as soon as I opened the lid.

    I've created IP reservations for both Macs but that does not seem to have improved the situation. I also tried resetting a bunch of stuff on the Macs (PRAM and SMC), but that didn't help either.

    Any ideas on how to actually fix this, short of getting rid of eero?

    Reply Like
      • mitct02
      • mitct02
      • 3 mths ago
      • Reported - view

      eugk Welcome to the sad club. I tried fo months and months. What you describe is exactly what several of us were seeing. Disable and re-enable wifi and it works fine - for a while.

      Once eero gave up on it - they just said it was a mystery - I gave up and switched to Open Mesh and have not had one single problem in months.

      Sad that eero never used this thread to determine what we all had in common.

      Reply Like
      • eugk
      • eugenekogan
      • 3 mths ago
      • Reported - view

      Thanks for the reply. It's good to know that other mesh products are working out better. Of course, that's not a great solution when I just spent $400 on eero a few months ago. I've also recommended eero to other people, which is starting to feel like a mistake 😕

      Reply Like
    • eugk —

      Thanks for chiming in. If you haven’t yet, please contact eero support.

      Due to the limitations of troubleshooting and diagnosing a specific issue over the community, as well as the tools available to our tech support team, the best way to figure out what is specifically happening in your case is by opening a ticket.

      Please email support@eero.com and mention this thread and add “ATTN Jeff C” in the subject line. Our mesh team has specific steps to take so we can try and reproduce your issue, so I’ll make sure whoever you are working with has those steps.

      Thanks.

      Reply Like
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