Solving Wi-Fi connection issues
ViewClix frames usually connect easily to customers' Wi-Fi networks but every now and then, there will be some troubleshooting needed to make the initial connection or to make the connection solid and reliable.
Here's what happens when a ViewClix frame is connecting:
- First, the frame connects to the Wi-Fi network. If this doesn't succeed an error message will appear after a few seconds.
- Then, the frame will test the connection to the Internet. This testing can take up to 30 seconds.
Even if the ViewClix frame is initially connected, there may be issues with the connection reliability
Symptoms of dropped or poor Wi-Fi connectivity:
- The ViewClix frame shows as "offline" in the Frame Settings page on the ViewClix member portal.
- Video calls with the ViewClix frame may be unreliable: freezing and/or disconnecting the call.
- When trying to make a video call to the frame, a message appears frequently that the frame is offline.
- The ViewClix frame displays the words, 'not connected" in the upper right corner of the screen.
Information on connection issues and how to resolve
Issue: The Wi-Fi network is displayed in the list of networks with good signal strength but the frame is not connecting.
- Occasionally, a Wi-Fi password is changed from its previous setting. Perhaps the password was changed at some point for security reasons. A quick way to check a Wi-Fi password is to use a smart phone to connect to the Wi-Fi network. It should be noted the Wi-Fi passwords are case sensitive, virtually any character can be used, and of course, many characters look alike.
- If you've checked the password and the frame is still not connecting, on very rare occasions, there may be a changed needed in the Wi-Fi router. read more >>
Issue: The Wi-Fi network is not showing in the list of available networks
- The most common cause of this is a weak Wi-Fi signal -- see the section below, "Solutions for Poor Connectivity"
- Another cause of a Wi-Fi network not showing in the list is the Wi-Fi router being setup to "hide" the network name. This can be done for security reasons. In that case, you will need to select "Private network" in the ViewClix Wi-Fi setup screen and enter both the network name and password.
Issue: Wi-Fi signal strength is weak
Sometimes a Wi-Fi network will be displayed in the list of networks but the signal indication is week or poor (e.g. yellow or red icon). This issue can be caused by Wi-Fi coverage dead-spots in certain areas of a home or room. Areas of weak Wi-Fi coverage can be caused by brick walls, metal wall studs, clear glass or even large metal objects in the path between a device and Wi-Fi router (e.g. a furnace or water heater). This issue can affect the performance of a ViewClix frame.
>>> Please refer to the selection below, "Solutions for Poor Connectivity"
Potential Issue with Shared or Guest Wi-Fi Networks in senior living facilities
The ViewClix frame can be configured to connect to a shared Wi-Fi network. However, we’ve found that those networks often have performance issues at certain times of the day which can cause issues and disruptions with video calls. Also, a shared network might automatically disconnect a device every few hours or each day. We recommend avoiding connection of ViewClix with a shared/facility network or, be sure to coordinate with the facility IT management regarding the coverage quality and Wi-Fi performance.
Issue: Unable to change the Wi-Fi network
After a ViewClix frame is initially connected to a Wi-Fi network, if the frame is restarted (unplugged and plugged in again), it will always try to reconnect to the previous network. If you need to change to a different Wi-Fi network:
- let the ViewClix frame proceed to the Slideshow.
- Once the Slideshow is running, on the remote control quickly press the OK button 3 times to enter the Frame Settings screen.
- The option to change the network is available in the lower right corner of the screen.
- If the Wi-Fi network still doesn't change, you can try this >>
Solutions for Poor Connectivity
- Try unplugging and re-plugging in the ViewClix Smart frame to get it reconnected.
- Your Wi-Fi router may have an issue and need to be "rebooted" by unplugging it and re-plugging it in.
- The Internet service provider may be having an issue. In this case, other Wi-Fi devices like smart phones, tablets and PC's will also not be able to connect to the Internet. You may need to contact the Internet service provider.
- Move the ViewClix frame closer to the Wi-Fi router. (Of course, we understand that this might not be practical or possible).
- Install a Wi-Fi extender: A Wi-Fi extender can boost the Wi-Fi signal and even a low cost Wi-Fi extender can often solve Wi-Fi connectivity issues. It is recommended that the Wi-Fi extender be placed midway between the Wi-Fi router and the ViewClix frame. Here's an example of a low cost Wi-Fi extender that can work with ViewClix: TP-Link N300 Wi-Fi extender: https://www.amazon.com/TP-Link-Extender-External-Antennas-TL-WA855RE/dp/B0195Y0A42
- Ethernet cable: Each ViewClix frame includes an Ethernet cable connector. If you'd like to use Ethernet, first unplug the ViewClix frame. Then, plug the Ethernet cable into the frame and the router or modem. Once the Ethernet cable is connected, plug in the ViewClix frame. During the start-up process, the ViewClix frame should detect the Ethernet connection, test the Internet connectivity and if OK, the Wi-Fi setup will be skipped.
- HomePlug adapters: HomePlug is a technology that can be used to extend Internet connectivity, using a home's electrical wiring. HomePlug essentially turns all of a home's wiring into Ethernet cables. It is frequently more effective than a Wi-Fi extender and easier to install. A HomePlug installation uses 2 HomePlug adapters. The first HomePlug adapter is plugged directly into an electrical outlet near the router an ethernet cable is then connected to the router. The second HomePlug adapter is also plugged directly in, near the ViewClix frame, and an ethernet cable is connected to ViewClix frame. A HomePlug kit usually includes the 2 ethernet cables and the ViewClix frame's ethernet jack is located on the back on the side that's opposite the frame's power connection. Here's an example of a low cost HomePlug kit that can work with ViewClix: TRENDnet Powerline Adapters https://www.amazon.com/TRENDnet-Powerline-TPL-406E-Adapters-TPL-406E2K/dp/B008F537KC/
- Consider using a Wi-Fi mobile data hotspot: As previously noted, there can be issues with Wi-Fi coverage and performance on shared Wi-Fi networks in senior Living facilities. If those issues are occurring and it’s not feasible to have a private Wi-Fi network, another option might be a Wi-Fi mobile data hotspot. Here’s some information: using a mobile hotspot. https://viewclix.com/mobile_hotspot/