Troubleshooting eero Offline - Article no. 6137

Introduction

When an eero is offline, you may see:

An API failure error in BOLT
A missing eero tabin Merlin
FAILED -- The modem is not detecting a connected eero MAC address. The eero MAC must appearin the client list on the Router Tab.

Resolution Steps

Important: skip to the end of this article and schedule a Trouble Call for an API error in BOLT; the network was not installed properly

Verify the Serial Number/TSN Number
Power cycle the eero equipment
Make sure any all-in-one device is in Passthrough Mode
The Passthrough Buttonappears for all eeros connected behind an all-in-one device
In most configurations, two ethernet cordsgo between the eero and the all-in-one device
After the eerois plugged in and setup, it may take up to 5 minutes for the device to appear and populate the eero Tab
If the issue persists, click the Create Work Order or Technical Case button on the Work Orders Tab in BOLT
- Click Create Work Order or Technical Case, fill out the information as described below and click Submit

Trouble Call or Tech Case	Trouble Call
Service Category	Data
Problem Description	EC - Home Lan Problem
Select	All Affected Equipment
Schedule	First available time that works for the customer
Note	Include all pertinent information in the notes