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Device online but Eero app showing offline

My Synology NAS is connected to my network via four aggregated Ethernet lines, to a switch which is connected to the gateway Eero Pro. I know the device is connected as I can access it from other devices and remotely from my phone while outside my network. However, the Eero app shows this device as being disconnected from the network. 
if I reboot the Eero or the NAS, it will show up as connected again, for a short time and then Eero app loses it. 
 

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  • Hello,

    Thank you for reaching out to us on the community. Is your eero network in bridge mode by any chance? If not, I'll need to be able to look at your network in order to start troubleshooting this behavior. A few other things I can suggest you try are listed below.

    1) Verify your eero app is updated.

    2) Verify your eeros are updated.

    3) You've already power-cycled your devices and know they come online temp before falling off again, so have you tried a different ethernet cord and port on your switch?

    Welcome to the community,

    James

    eero Support

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  • Definitely not in Bridge mode. Eero app is latest as far as I can see. Eeros are updated, 6.2.0 

    To be clear, the device IS online. It is just that the Eero app shows it as offline. It is the indication of this status that is off in the app and it appears to only be with the Synology NAS. 
     

    The NAS actually has four Ethernet connections to the switch (aggregated). 

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    • mikegoldnj 

      Thank you for clarifying. You'll want to either call in or send an email to support@eero.com. We're going to need to take a look at the network, get information about your NAS, and have a tech look into the logs to find out why the app is reporting the device is offline.

      Out of curiosity, when you use it does the device come online? Or does the device show as online, then show as offline even if you're accessing it?

      Thank you,

      James

      eero Support

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  • No, even when I’m accessing the drives or the control panel for the NAS it is still showing as offline in the Eero app. 

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