Troubleshooting connection to a wireless network

What can I try if I am having difficulty connecting the device to my wireless network?

Applies To: EyeMax, Maestro, V/Vmax, V/Vmax+

Article ID: 4071  |  Published: 3/22/2012  |  Last Updated: 3/22/2012


You need three things to connect to a wireless network:

1. Connection: A router and a wireless card or USB adapter that has been installed including any drivers. Note: The wireless card/adapters at this link have already had the driver installed onto the V or Vmax device.

2. DHCP: Dynamic Host Connection Protocol is the procedure that the wireless adapter and the particular device to confirm that the connection is established (like a number on your house that allows the postal person to deliver your mail to the house). This is what assigns an IP address.

3. DNS: This finds the name of the web server (domain name) you are trying to access.The device is providing the ULR which translates the words into numbers and sends that numeric address to another computer to translate it into something on their end that pulls up the desired site on the device.

Check that the wireless card or adapter is being recognized properly:

To confirm that the wireless card/adapter appears in the Device Manager menu:

  1. If a USB mouse is connected to the device, right mouse click on the My Computer icon on the desktop and choose Properties. If there isn't a mouse available, select Start then Control Panel then System to access the same menu.
  2. Select the Hardware tab.
  3. Select the Device Manager button.
  4. When the list opens, select the + for Network Adapters to access the list of installed adapters.
  5. If the wireless card/adapter displays an exclamation point next to it, it is not being recognized.
  6. Try un-plugging then plugging the adapter/card into the device again.
  7. If necessary, you may need to use an Ethernet connection or the USB storage device with a copy of the drivers for that adapter/card to re-install the drivers.

Check if an IP address is getting assigned by the router.

  1. From the desktop of the device, select Start
  2. Select Run
  3. When the text box opens, type in 'cmd' without the quote marks using the physical keyboard or an onscreen keyboard.
  4. Select Enter.
  5. When the new window opens, type in 'ipconfig' without the quote marks.
  6. Select Enter.
  7. If you get an IP address back that starts with 192, in most cases everything appears to be connected ok. If you get an IP address that starts with 169, it means DHCP did not assign an address (instead, Windows assigned a default address). This usually means the DHCP service is not running correctly on the router. You would want to reboot or restart the router and try 'ipconfig' again. If that does not help, you will need to contact the manufacturer of their router for assistance in why the DHCP is not working properly as the router appears to be the issue. The wireless card and device are working but you are not getting an IP address in response to the request for one.
  8. If you get a message Media Disconnected. This means the device sees the card, but not the router. Again, the first thing to try is to reboot the router. If that does not help, you may need to contact the vendor of the router to make them aware that the wireless card/adapter is working, but can not see the network.
  9. If you get an address that is all zeroes (000.000.000), this means the wireless card/adapter and router have begun talking, but haven't made an official connection. The suggestion was to give it a few minutes and try again the ipconfig again.

If DHCP is working, test next for proper DNS resolution by doing the following:

1.      From the cmd prompt, enter 'ping' without the quote marks (this is the public IP address for 
2.      Next, enter 'ping' without the quote marks (this should resolve to the IP address from 'a').
3.      If 'a' works and 'b' does not, then DNS isn't working and there is a problem with the router configuration.  Restarting the router may resolve this issue.

If the previous steps do not work, try the following:

To make sure your wireless adapter is getting an IP address automatically:

  1. Select your Start Menu
  2. Select Control Panel (listed off to the right)
  3. Select Network Connections
  4. Right-click on your Wireless Network Adapter
  5. Select Properties
  6. Double-click on Internet Protocol (TCP/IP)
  7. Make sure both Obtain an IP address automatically and Obtain DNS server address automatically are selected
  8. Click on the Alternate Configuration tab and make sure Automatic private IP address is selected

If none of the above worked:

If you have a customer that can’t connect to their network wirelessly using one of our devices and you get the common “Well, my iPhone/iPad/phone/laptop can see it and are connected”, it’s most likely the settings on the router.  What customers don’t understand are IP Address Leases.  Wireless access point’s DHCP servers give out an IP address to a particular device for a predetermined amount of time (usually 1 day).  Even though they disconnect and reconnect freely with other devices, our device may not connect because the access point has given out all IP addresses and won’t have one available until those leases end. 


The best way to reset these lease settings is to power-cycle the access point.
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