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eero Support | Common
Troubleshooting Scenarios
1
EERO FOR SERVICE PROVIDERS
CONFIDENTIAL
Common Troubleshooting Scenarios
This training module will cover our top contact drivers along with
troubleshooting steps to resolve these customer pain points.
Categories
●Setup Issues
●Offline eero(s) issues
●Speed Issues
●Connected Device Troubleshooting
eero Confidential Information. Discussion purposes only - subject to change. 2
Setup Issues
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*Stanford Institute for Economic Policy Research
**US Bureau of Labor Statistics
Setup Issues
One of the biggest frustrations with a traditional router has to be the confusing
and complex setup process, so at eero we’ve taken a different approach: make
the entire setup experience as quick and easy as possible.
Our app will walk customers through the process, but here is a list of common
issues they may encounter during setup.
●Gateway Setup Issues
●Leaf node: Error message “eero not found”
●Leaf node: Error message “Hmm, let’s try moving it”
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CONFIDENTIAL 5
Gateway Setup Issues
If a customer reports any setup problem with the gateway eero, first make sure that they
have followed the process below, and preferably walk them through it step-by-step.
1. Disconnect other devices from modem / MRC and power off the unit
2. Use one ethernet cable to connect an eero to the modem / MRC
3. Power on both the eero and the modem
4. Once both devices are fully booted, open the eero app and begin setup
Initial Steps
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CONFIDENTIAL 6
Gateway Setup Issues
If you run into any error messages, try each of these steps and re-attempt setup.
1. Power cycle the modem / MRC with the eero connected
a. Power off for at least 2 full minutes
b. Power on the modem first and make sure it’s online prior to plugging in the Gateway
eero
2. Hard reset the gateway
a. press & hold the reset button until LED blinks red
3. Swap ethernet ports
4. Swap units (if possible)
5. Try setting up behind existing router (if possible)
6. Add unit manually via RNM / Admin
a. You will likely need to create a network for the user as well
b. Steps to accomplish this are covered on the next slides
Troubleshooting Error Messages
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CONFIDENTIAL 7
Gateway Setup Issues
If the issue requires manual setup of a network, follow the steps below to create the network
on behalf on the customer.
1. Plug in the gateway eero
a. Connect the modem to any ethernet port on the gateway eero using
an ethernet cable
b. Connect power to both the modem and gateway eero
c. Make sure the gateway eero’s status LED flashes blue before
continuing to the next step
2. Add the gateway eero
a. This is done by inputting the 16 character eero serial number
b. Assign a location by using the drop down menu or entering a custom
location
3. Set the customer’s SSID and network password
a. Please advise the customer to change the password after setup for
security purposes
4. Add more eeros if needed and finish network setup
How to create a network in RNM
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Gateway Setup Issues
If the issue is adding an eero to an existing network, this can be accomplished in RNM via the
steps below.
1. Ensure the eero is plugged into power. Ethernet connectivity is not
required to add an eero to an existing network.
2. Select “Add” on the network page in RNM
3. Input the serial number of the eero into RNM
4. Select a location or create a custom location
How to add an eero to a network
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CONFIDENTIAL 9
Gateway Setup Issues
If you are still unable to create a network after following the previous troubleshooting steps,
please make sure that:
1. Ensure the LAN cable between the eero and the modem / MRC isn’t frayed, poorly
terminated, or has questionable integrity, and that the eero is properly connected to
the modem (one ethernet cable to a designated LAN port)
2. Confirm active internet connection at the modem or upstream router - connect a client
device like a laptop or desktop to the modem and see if the internet is reachable.
3. Check if the user's ISP requires a Static IP. If so, follow these instructions to complete
setup
Additional Troubleshooting
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CONFIDENTIAL 10
Leaf Node Issues
The most common issues that arise when setting up leaf nodes are “No eero device found” and
“Hmm, let’s try moving it.” These issues are typically attributed to a bluetooth connectivity issue,
or placement of the leaf nodes. This public-facing help center article addresses these issues.
1. Ensure bluetooth is enabled on the smartphone/tablet.
2. Attempt to set up using a different smartphone/tablet.
3. Have the user attempt to add the eero in-app by entering in the serial number
4. Attempt to add the eero manually via RNM.
5. Perform hard reset on eero and try again.
a. To perform a hard reset, hold the reset button down for 20 seconds or until the LED
is flashing red
Troubleshooting “No eero device found”
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