WiFi Issues General

Issue

You are having trouble connecting your Neato to the WiFi and to the Neato app.

Applies to

Topic(s): connection | app | wifi

Robot Model(s): D3 | D4 | D5 | D6 | D7

App Version: Neato app

Put your robot into pairing mode

1. Restart the robot.
2. When powered back on, the robot will automatically enter pairing mode.
3. Listen for the musical chime, then wait for the 'INFO' LED (or 'Wi-Fi' for the D7) to turn into a slow blinking blue light.
4. The robot is now ready to pair.

Piece of advice

When pairing, ensure the mobile device is close to the robot and that the robot is on the base or charged.

Consider your WiFi router's physical placement. Be sure it's located in a central area and avoid placing your router behind material that blocks its signal.

LED-Info

Problem with the step 'Connecting to WiFi'

• Make sure your wireless router is either 2.4 GHz or a dual band router that is configured to support 2.4 GHz. The robot models D3, D4, D5, and D6 do not support the 5 GHz band.
  
  
• Verify that you have the correct password for your network. The password must be alphanumeric and not contain any special characters or spaces (e.g. !"$%^&°).
  
  
• The network name (SSID) must also be alphanumeric and not contain any special characters.
  
  
• The WiFi encryption must be WPA or WP2. It has to be one or the other, but not both combined as is the case on most routers. Note: Neato currently does not have support for Enterprise level password security (WEP EAP).

Problem with the step 'Connecting to the internet'

First, you need to test if your WiFi network is working properly. Try to reach a secure HTTPS site from your mobile device on that same WiFi network (Gmail or https://www.httpvshttps.com/.

If you cannot reach an HTTPS site, your WiFi is most likely disconnected. Try to connect it again to your mobile device and test again to reach an HTTPS site.

If you can reach the HTTPS page, but not connect to the Neato app, you may need to contact your Internet service provider to solve the problem. 

Problem with the step 'Registering robot on Neato servers'

There are two ways to fix this issue:

1. Change the DNS server setting in the WiFi router to use Googles DNS. This can only be done on the WiFi router. Change to the following DNS: Primary 8.8.8.8 Secondary 8. 8. 4. 4.
   
   
2. Instead of using your home WiFi you can set up a temporary hotspot to connect the device. Once the Neato is connected to the hotspot, you can update the Neato firmware and then try to connect to your home WiFi again.

Connect using a temporary hotspot

You will need two devices for this to work. One device to create the hotspot and another to run the Neato app.

1. Set up your hotspot and go through the connection steps as usual.
2. When the app prompts you to select your WiFi network, choose the hotspot instead.
3. If the hotspot does not appear, try typing the Name (SSID9 manually at the bottom.
4. Once you are connected to the hotspot, you will see a prompt to update the Neato. After this is done try to add your home WiFi as a second network.

Problem with the step 'Reconnecting to your device'

Close the Neato app completely. Then go to your phone's WiFi settings and make sure that you are properly connected to your home Wifi network.

Open the app and you will see that the robot is now connected.