WiFi FAQ
What if my NarcBox is not connecting or syncing as expected?
Our NarcBoxes connect and communicate much differently than your everyday WiFi compatible devices. The NarcBoxes will only connect and communicate as needed which means they won't stay connected for very long. Most of the time they are only connected for 15-30 seconds. With this behavior and current modems/routers/ap devices/etc., this can be marked as abnormal or similar to spamming behavior which sometimes will block the connection or communication. In order to ensure your NarcBoxes always connects and communicates please follow the below whitelisting recommendations.
We highly recommend whitelisting the following to ensure the NarcBoxes are sending requests to the server and back again, even if your network does not have any firewalls set up. Please whitelist and allow all traffic to and from http://www.narcbox.com//* (port 80) AND https://narcbox.com//* (port 443).
We have also found it very beneficial to whitelist the Mac Address of each device too. This ensures your network connection will allow the device to connect every time it needs to. You can find the Mac Address on the NarcBox by going into 'Settings' (gear icon, top right), 'Wifi' and then select 'Advanced'. The Mac Address on the HQ on firmware 1.60.00 (WiFi or ethernet cable) can be found by going into 'Settings' then 'WiFi Settings' and it will be listed on the right side of that screen. If your HQ is on an older firmware version we discovered that the Mac Address on the HQ might not be correct. Please double check on your network backend device connection list for the correct Mac Address. The HQ will appear as connected as a raspberry pi. Whatever the Mac Address is that's connected to the raspberry pi is the one to use, not the one on the HQ. We are aware of this issue and will be fixing it in the future.
If you have done the whitelisting as listed above and still have connection issues with your NarcBox, do the following:
First:
- Unlock and Open door, leave door open during the entire troubleshooting process
- Press and hold the internal reset button for 10 seconds (10 seconds is the sweet spot)
- Wait 60 seconds to allow the NarcBox to fully reload (Very important to wait so it can reload without interruption)
- Go to Settings, Wifi, Scan Networks, Select the Network to connect to, enter password, Join/Connect
- Press Back and press the Sync Button. Once a green checkmark or "Sync OK" appears you are good to go
If that didn't work try this:
- Restart your modem / router / hotspot (some can take 5-10 minutes or longer to reload)
- Unlock and Open door, leave door open during the entire troubleshooting process
- Press and hold the internal reset button for 10 seconds (10 seconds is the sweet spot)
- Go to Settings, WiFi, Saved Networks, Select each Network and Forget. Do this for all of them until your list is empty
- Press and hold the internal reset button for 10 seconds
- Wait 60 seconds to allow the NarcBox to fully reload. (Very important to wait so it can reload without interruption)
- Go to Settings, Wifi, Scan Networks, Select the Network to connect to, enter password, Join/Connect
- Press Back and press the Sync Button. Once a green checkmark or "Sync OK" appears you are good to go
You can go here for more step by step instructions.
If you have done the whitelisting as listed above and still have connection issues with your HQ Panel, do the following:
First:
- Press and hold the reset button on the right side of your panel for ten seconds
- When it comes back on, wait ten seconds
- Then go into the Settings and Wifi and select Saved Networks, then remove all of the saved networks
- Go to Settings, Wifi, Scan Networks, Select the Network to connect to, enter password, Join/Connect
- Go back to the Settings and then select Maintenance and then try Syncing, if it says Sync Ok then you are good to go
If that didn't work try this:
- Restart your modem / router / hotspot (some can take 5-10 minutes or longer to reload)
- Then go into the Settings and Wifi and select Saved Networks, then remove all of the saved networks
- Then press and hold the reset button on the right side of your panel for ten seconds
- Once the panel has booted back up, wait a full minute before doing anything
-Then go into the Settings and Wifi and try connecting to a phone hotspot
- Go back to the Settings and then select Maintenance and then try Syncing, if it says Sync Ok then you are good to go
What kind of WiFi connections can I connect to?
You can connect to any WiFi that runs with 2.4GHz bandwidth, that doesn't require a 3rd party login or the need of a browser to enter credentials or accepts terms. Most WiFi routers will work as long as the 2.4GHz bandwidth is on and most hotspots work great as long as the firewall settings above are completed if required. If you are using an iPhone hotspot, you will want to make sure that the setting "Maximize Compatibility" is turned on. Our NarcBoxes are not compatible with 5Ghz bandwidth connections.
Can I connect the NarcBox to multiple WiFi's?
Yes, you can connect to multiple WiFi's. To connect to WiFi, select the Settings (gear icon) - > WiFi -> Scan for Networks -> Select WiFi network you wish to use -> Enter password (if needed) - > Connect. The box will keep all WiFi Connections that were entered until they are manually deleted from the Saved Network list. The NarcBox will connect to the strongest WiFi in range.
What protocol does the NarcBox use?
The box currently runs 802.11B/G.
We require any device that accesses our network to use some type of authentication. What authentication protocols are supported by the NarcBox?
The NarcBox is configured for standard WEP/WPA/WPA2 that does not require a 3rd party browser login or key/cert.
We use the device’s MAC address to authenticate some products, is there a way to determine the NarcBoxes MAC address?
Yes, the MAC address is found on the WiFi tech info screen.
For the NarcBox- go into 'Settings' (gear icon, top right), 'Wifi' and then select 'Advanced' and the Mac Address will be listed on the top of the screen.
For the HQ- go into 'Settings' then 'WiFi Settings' and it will be listed on the right side of that screen.
Can I connect the NarcBox or HQ to a Hidden Network?
Yes, both HQ and NarcBoxes have the capability of connecting to Hidden Networks.
- NarcBox: go into Settings (gear icon), WiFi, Advanced. Enter the SSID, enter the password, press Done. Select Security Mode, (most common is WPA2), press Select. NarcBox will attempt to join to the Hidden Network if everything is entered correctly. Keep in mind both the SSID and Password are case sensitive.
- HQ: go into Settings, WiFi Settings, select Hidden Networks (left side of screen). Enter the Hidden SSID Name and Password, change the Secuirty Type if needed (most common is WPA/WPA2 PSK). Press Connect. HQ will attempt to join to the Hidden Network if everything is entered correctly. Keep in mind both the SSID and Password are case sensitive.
Can I connect the NarcBox via Ethernet?
The only product that will have the capability of connecting via Ethernet is the HQ Panel. It also has Power over Ethernet ability. If you want to switch from WiFi to using an Ethernet cord, please do a 10 second reset on your HQ panel, wait for the HQ to load completely, then plug in the Ethernet cord. For switching from an Ethernet cord to WiFi do the same thing with a 10 second reset.
The NarcBoxes do not have this capability.
Box will not connect to WiFi, "Open Error", Receiving Baud Rate Error, Failure Bad MD5 or Sync Fails:
"Open Error" simply means the box can't "open" a connection to the website. This can be caused by a variety of factors and is commonly a temporary condition.
If this is a new network connection, it is possible there is a firewall or some other network setting that is not allowing the box to communicate through that connection. See Firewall/whitelisting info above.
If this is a connection you have used before, typically what happens is the router "dropped" the communication port while leaving the connection alive. This is usually temporary as routers reset ports frequently.
Some cases, the network connection is just taking too long to get a response through, and the box "times out" while waiting for a response.
If this error is consistent here is what we recommend doing:
- Unlock and Open the door, leave the door open during entire troubleshooting process
- Go to Settings, WiFi, Saved Networks, select each Network and Forget. Do this for all of them.
- Press and hold the internal reset button for 10 seconds (located behind the screen near the edge of the circuit board). Allow box 1 full minute to fully reload (refrain from touching any buttons on the screen).
- Reboot the router you want to connect with
- Go to Wifi, Scan Networks, select the Network to connect to, enter password, press Connect.
- Press Back and press Sync. Once you get 'Sync OK' you are good.
- Now check for a firmware update and update if available. See Firmware Update
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