18/24 | Version 18 | Revision Date: 12/28/2021 | Revised by: EM Matrix Xer & Xir Console
INTERNET CONNECTION & WI-FI TOC
Signal, Network, Slow
Conso le can’t
conne ct t o Wi-Fi
NO CONNECTION
Upd at e s oftware to
la tes t vers ion.
Restore Factory
Defaults and ensure
the correct Machine
Type is c ho se n.
If ad vis ed,
replace Console
TSG-JB32
Wa it 5 mi nu t es.
At te mpt co nnec ti o n
to ne twork aga in.
If router is dual-
band, set one SSID
to 2.4GHz and
at te mpt connec ti on
to that ne twork.
(See dual -band
router notes below.)
Didn’t fi x?
Record error logs to
USB drive in
Engineering
Menu>Errors;
rec ord ma ke /mo d el
of router.
Try connecting to a
cell phone hotspot/
Jetpack. ( Not a
cust om er-provided
network)
Console does not display
the conne ct ed Wi
-Fi ic on
NO WI-FI ICON
The console may not display
the conne ct ed Wi -Fi ic on
even if a connection exists.
Open the Netflix app to
verif y connectio n stat us—
see icon notes below.
If your issue persists, Click here
.
Additional Information
• Internet issues are difficult, because we can’t be responsible for the internet at customer sites.
Failures are frequently with the network, and not related to our equipment.
• Router settings found to be most compatible with our equipment:
o “MAC” Filtering disabled
o “DHCP” enabled
o “WPA”, “WPA2-Personal”, or “WEP” encryption
o “TKIP-only” encryption
o “Band Steering” enabled
o Change the router password so it doesn’t use any special characters
• Dual-band routers: Some dual-band routers will incorrectly apply their "band steering" feature to
the console and try to force it to use the 5 GHz band, but the console is only compatible with 2.4
GHz. The customer can try disabling band steering on the router (see the router Owner’s Manual)
or giving each band its own unique SSID (e.g. "Home-5G" for 5 GHz and "Home-2G" for 2.4
GHz), then setting up the connection on the console with the 2.4 GHz band.
• Icons indicating connectivity (see icon list on page 3): The console will sometimes fail to display
the connected Wi-Fi icon (or even display a disconnected Wi-Fi icon) when a connection still
exists.
o A user can open the Netflix app to verify if the Wi-Fi is disconnected. Netflix will display
an error that begins, “We are unable to detect an internet connection”.
o If the Wi-Fi icon is crossed out even when the console is connected, update console
software to version 1.5.3.9.
• ViaFit xIDs with a leading zero (i.e. 0008675309) have been known to not work correctly.
Reference Console Information – ViaFit User Guide
.
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