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Wiring Pro devices and App status

I've got the 3 Device Pro setup with plans to wire them all. I understand the Gateway device needs the modem connected to the left Gateway port and the right port connected to the network switch where the remaining EERO devices will be connected. I've got everything connected via a bench test setup with all devices working. I followed the apps direction to add devices one after the next with success. When I check the status of each devices in the app they show connection as wireless and not wired. This status is no different if the non gateway devices are connected via the left or right ethernet port. Link lights are active on the switch they are both connected to, if I disconnect ethernet it drops connection. Is the "wireless" status under device connection just a bad choice of wording? Just trying to make sure all the APs are linked via wired and not wireless. 

TIA

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  • Hello PSHINSD ,

    It is possible that the app is not reporting the connection correctly. If you click on one of the eeros in the eero app does it say wireless there as well? It sounds like your topology is correct. If the app is continuing to state that the eeros are wireless please give us a call so we can look into your network and get a bug report submitted if that is what it turns out to be. You can use the link below to find the best number to call.

    https://support.eero.com/hc/en-us/articles/207376426-How-do-I-contact-eero-support-

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  • When you first launch the app and see the summary of the gateway and each AP it shows the double headed arrow for each. When I touch the gateway it opens details and says "Wired(Gateway)". If I touch One of the AP's it opens the details and says "Wireless" showing the wifi icon to the right.  I have a Eero VIP installer friend whos been feeding me tips, he said that at some point the status should change to wired. I left the system on overnight, its a bench setup at the moment, and as of now they are still showing wireless after being on for 12+ hours. One thing to mention the 2 AP's are connected via the Eero ceiling POE adapter. Shouldn't make a difference but I'll be connecting them to their AC adapter just to see if there is a different response.

    Thanks,

    ~P

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    • Hello PSHINSD  ,

       I don't think the eero PoE connection is what is causing the display error. This sounds like it is a bug in the display of the devices in the eero app. Unless the port is broken on the back of the eeros, they will prioritize the wired connection over the WiFi connection. We'll want to take a look at your network and get some more information at this point. We can do with over email or over the phone I have provided a link below for you to find the best phone number to call if you would like to give us a call. 

      https://support.eero.com/hc/en-us/articles/207376426-How-do-I-contact-eero-support-

      If you wanted to troubleshoot over email please read the direct message I'll be sending you soon.

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      • PSHINSD
      • PSHINSD
      • 2 wk ago
      • Reported - view

      James Ports are working on both and as soon as I unplug the ethernet cable the app shows a disconnect status for the AP. I'll call in for support. Thanks!

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      • PSHINSD
      • PSHINSD
      • 2 wk ago
      • Reported - view

      James Chatted with support, they think it may have to do with the devices being close to each other and detected some possible cable issues. I'll be testing with some new cat 6 cables and separating each device to see if it reports them as wired. Thanks for your help.

      ~P

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