Whole Home Networking by eero Troubleshooting - Article no. 6044

Introduction

• It is normal for two ethernet cables to connect an all-in-one modem and an eero; these cables allow for the all-in-one to provide MoCA
   
  • This setup is unique to all-in-one gateway modem and should not be used with stand-alone cable modems,  such as the CM8200

Resolution Steps

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 eero device count limitation

• One Eero base can support up to 128 devices, spread among any number of beacons. However, if those devices are heavily using the Internet for activities like streaming video, you’ll probably see best results using a maximum of 30 actively streaming devices with each eero base (devices that are not in use do not count as actively streaming).

 eero getting hot

• It is not at all uncommon for the eero to get quite warm. In fact, the eero can normally operate between 115F and 120F. The eero throttles down and triggers an alarm if it gets over 158F 

 eero Set up Problems, eero Network Not Visible

1. Power cycle all networking equipment
   
   
2. Ensure the customer has installed the eero app and has it open
3. Ensure that Bluetoothis turned on in the device
4. Followthe steps in the app
5. Turn offnearby Bluetooth devices excepting the configuration device
6. Try moving the eero beaconto a different location
7. If the issue persists, click Create Work Order or Technical Caseon the Work Orders Tab in BOLT
   
   Fill out the information as described below and click Submit

 Missing eero Tab in Merlin

• All in One Devicesshould be in Passthrough Mode to the eero
   
  • The Passthrough Buttonappears for ANY eero’s connected behind any All-in-One Device
     
• Also for the tab to appear the eeromust be known as a company-administered device
   
  • If an eerohas just been plugged in and set up, it may take up to 5 minutes for the device to properly appear

 eero Status Lights

• eero status lights can be found under routers in theEquipment Tab
   
  • CA, OR and WA
    
  • DC Metro, IL, MA, NY and PA
    
  • enTouch TX
    
  • Grande TX

 eero Slow Speeds

1. Bring up Data devicein Merlin, ensure signal integrity
2. Under the eerotab, check the eero speed
3. Find the customer's deviceon the map
4. Check Merlin for Wi-Fi signal issues
5. Power Cyclethe Primary Data device
6. Unplugthe eero base station
7. Unplugeach eero beacon
8. Wait 30 seconds
9. Plug everythingback in
10. Ensureno other router is connected; if Bridging is enabled, customers contact the hardware manufacturer for assistance
11. Forgetthe network on your device and reconnect
12. If the issue persists, click Create Work Order or Technical Caseon the Work Orders Tab in BOLT
    Fill out the information as described below and click Submit
     

 Merlin Yellow Double NAT = Yes indicator

1. This errorwould appear in the eero tab of Merlin
2. Select the eero Passthrough Button on the first page
3. Power cycle the Modem, then the eero devices
4. The Double NATerror should be gone
5. If the issue persists, click Create Work Order or Technical Caseon the Work Orders Tab in BOLT
   
   
   Fill out the information as described below and click Submit
    

 API Failure: SerialNumberCode is not attached to a network

• Create a Trouble Call; this typically indicates the eero installation was not completed
  
• Fill out the information as described below and click Submit
  

 eero App Problems

• Follow the steps in Troubleshooting eero App Issues

 eero Has Red Lights

• A red lightindicates an eero beacon or base station does not have internet
• If all eero beacons or base stations have red lightsfollow outage troubleshooting
   
• Unplugthe eero base station

2. Unplugeach eero beacon
3. Wait 30 seconds
4. Plug everythingback in
5. Check the eero tab for Double NAT(Double NATting can slow service)
    
   • If it is Double NAT,then press the eero Passthrough button from the main page of Merlin
      
6. Forgetthe network on your device and reconnect
7. If the issue persists, click Create Work Order or Technical Caseon the Work Orders Tab in BOLT
   
   Fill out the information as described below and click Submit
    

8. eero Configuration With a New Mobile Device

• eero accountsare accessed by phone number and email address; if a new device is used, install the app and log in

 Customer Owned eero

Treat customer-owned eeros like a router and assist the customer

 Changing eero WiFi Password

• Remind the customer that they can set the password with their eero app, under settings
  
  
• You can change the password on the Merlin eero tab

 BOLT API Error

• BOLT API errorstypically occur when an unexpected error takes place
• These errors are most common when the eerois having difficulty making an Internet Connection
• TroubleshootInternet Connectivity to the eero
• If the issue persists, click Create Work Order or Technical Caseon the Work Orders Tab in BOLT
  Fill out the information as described below and click Submit

 Transferring an eero Network (app facing)

1. Openthe customer Modem in Merlin through the BOLT diagnostics button
2. From the eero tab,Select the Transfer eero button 
3. Enter(Do not Copy And Paste) the information appropriate for the customer in the Transfer window
4. Click Transfer
5. Click confirm
6. An emailor a text is sent to the email address or phone number entered with a link.
7. Click the link in the email to open the the eero dashboard to create an account
8. Once an account is created, customers can log into the app and walk through the setup of their 
9. If the issue persists, click Create Work Order or Technical Caseon the Work Orders Tab in BOLT
   Fill out the information as described below and click 

10. Grande, TX Specific eero Setup

• eeros are only distributed with the stand-alone CM8200 Modem
  
• The CM8200 Modem has two ports on its back, only one is to be connected with eero, the other port is not used
  
• Also in Texas we have Hubs/Splitters/Switches available for customers who want more than 2 ports (DLink or TPLink)