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Solving Wi-Fi connection issues

Sometimes a device and Wi-Fi router just may not connect to each other very well or there may be Wi-Fi coverage dead-spots in certain areas of a room. Areas of weak Wi-Fi coverage can be caused by brick walls, metal wall studs, clear glass or or even large metal objects in the path between a device and Wi-Fi router (e.g. a furnace or water heater), Of course, this issue can also affect a ViewClix frame.

Symptoms of missing or poor Wi-Fi connectivity:

  • The ViewClix frame displays the words, 'not connected" in the upper right corner of the screen.
  • Video calls with the ViewClix frame may freeze and/or disconnect.

Potential Issues with Shared 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. We recommend that you coordinate with the facility management regarding the coverage quality and Wi-Fi performance if a ViewClix frame is connected to a shared network.


First steps

If the ViewClix frame is not connected currently to the Internet, the words, "not connected" are displayed in the top right corner of the ViewClix Smart Frame.  This may not require any action since the ViewClix automatically attempts to restore its connection.

Usually, automatic reconnection is successful within 15-20 minutes.

When 'not connected' is displayed for an extended period of time (more than 1 hour), the following should be checked:

  • You can 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.

Additional Solutions

  1. Move the ViewClix frame closer to the Wi-Fi router. (Of course, we understand that this might not be practical or possible).
  2. 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:
  3. HomePlug adapters: HomePlug is a technology that can be used to extend Internet connectivity, using a home's electrical wiring. 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
  4. 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.