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forgetting iPhone password

Can anyone understand what's going on here? 

We've had an eero system forever, no changes, nothing new in the past 2 years. We also have about 5 iPhones in the house. All but mine works fine. 

But with mine, it constantly forgets the network and then can't remember the password — requiring me to reenter the password multiple times a day. 

I've done an endless list of troubleshooting from Apple: 

  • resetting network preferences on iphone
  • forgetting the network
  • rebooting
  • removing vpns
  • reinstalling from factory settings

I've also reset the network. Nothing helps. Ideas? 

7 replies

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    • Michael_eero_support
    • 11 mths ago
    • Reported - view

    Hi Lessig Well, you have already done all the troubleshooting steps that I would do with the phone.

    I would try disabling some of the things on the eero side just to see if they affect the issue, things like WPA3 (eero app->Discover->eero Labs) try legacy mode (if you have wifi 6 eero, find that switch in settings->troubleshooting->my device can't connect->my device can't detect wifi 6).

    Did you make sure to update the software on the phone?

    If none of that does it I'd give Apple a holler.

      • Lessig
      • 11 mths ago
      • Reported - view

      Michael_eero_support 

      Thanks for the reply, but I don't think the conclusion ("contact apple") is a fair or accurate recommendation. From this epic thread of a year ago, it seems there are MANY who are suffering the same fate with Eero. Has there really been no progress in addressing this compatibility issue? 

      I've turned off all things beta, and I've gone to legacy mode. Still, it can't remember my password. But I think I can describe the issue more precisely. I set up a guest network on my Eero account. That password it remembers fine. And if other stuff on the network weren't tied to the primary network (like Sonos), I'd just live with being a guest in my own house. But is there anything that would explain why it can never remember the password of the primary network, but can of the guest network? 

      • Michael_eero_support
      • 11 mths ago
      • Reported - view

      Lessig Logically having one iPhone that is having this issue but multiple other iPhones that work fine suggests it is the one iPhone that has the issue. That being said we will take a look at the log and see if we can see anything. Please send us an email to support@eero.com and use the subject line "Community Followup - iphone losing password" and please include the mac address of that iPhone and the latest time it forgot the password so I can take a look and see if we can see anything.

       

      One other thing I can think of is changing, for troubleshooting purposes, the SSID for the main network on the eero, see if this iPhone remembers the password on what it would see, and treat, as a new network.

      • Lessig
      • 11 mths ago
      • Reported - view

      Michael_eero_support Thanks. I've sent an email. You're right about the "logic," assuming all were at the same level of updates. That's certainly not the case (I'm the earliest adopter). But the problem has definitely reduced significantly since shifting the Eero 6 to legacy mode. That does suggest a conflict between Apple's latest and Eero's. 

      • Lessig
      • 11 mths ago
      • Reported - view

      Michael_eero_support can you advise how I change the SSID? 

    • Lessig
    • 11 mths ago
    • Reported - view

    So it seems that renaming the SSID fixed it (ignoring the insane number of network updates it forced throughout the house). I'm going to revert on legacy mode and see whether it sticks. Thanks for the help. 

      • Michael_eero_support
      • 11 mths ago
      • Reported - view

      Lessig Excellent, I'm glad that fixed it up.  Did you do any changes to the SSID?  Like did the original one use special characters like: !@#$%^&*:"{}>?,./\] or the like? or was it just numbers, letters and spaces?

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  • Status Answered
  • 11 mths agoLast active
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