Troubleshooting your eero device

Last Updated: Sunday 26 May 2024

Setup issues

Gateway Setup Issues

If you encounter any error messages during gateway setup, try each of these steps and re-attempt setup:

1. Power cycle your modem (NBN device) with the eero connected

   • Power off for at least 2 full minutes

   • Power on the modem first and make sure it’s online prior to plugging in the Gateway eero

2. Hard reset the gateway

   • 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)

Leaf node setup 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.

"No eero device found"

1. Ensure Bluetooth is enabled on your smartphone/tablet.

2. Attempt to set up using a different smartphone/tablet.

3. Attempt to add the eero in-app by entering in the serial number

4. Perform hard reset on the eero and try again.

   • To perform a hard reset, hold the reset button down for 20 seconds or until the LED is flashing red.

“Hmm, let’s try moving it”

1. Move eero into the same room as the Gateway eero for setup.

   • If this step is successful, move the eero to the intended location and check the signal strength.

2. Connect eero via an ethernet cable to the Gateway eero.

3. Hard reset the unit.

   • To perform a hard reset, hold the reset button down for 20 seconds or until the LED is flashing red.

Offline eero issues

When troubleshooting offline eeros (or networks), make sure to confirm an active internet connection at the modem or upstream router by connecting an end-device like a laptop or desktop to the modem and verifying that the internet is reachable.

1. Power cycle your modem and your Gateway

   • Pro tip: Turn off power to both the modem and Gateway eero while keeping them connected via ethernet. After two full minutes, power on the modem first, and once online, power on the Gateway eero.

2. Test to see if the network comes online.

   • If not, check your topology. Are there any routers or switches upstream of the eero? If so, try bypassing them if possible.

3. Soft reset the Gateway eero by holding the reset button for 7 seconds, or until the LED flashes yellow.

4. Swap a leaf node eero with the Gateway eero.

   • If this is successful, make sure all eeros come online to rule out a faulty eero.

5. Hard reset the Gateway eero by holding the reset button for 20 seconds, or until the LED flashes red.

   • IMPORTANT: This should be used as a final troubleshooting step. Hard resetting the gateway will delete your eero network and requires it to be re-setup.

Speed issues

Slow speeds on the network

1. Confirm that the device is connecting to the closest eero while testing.

2. Ensure "Optimize for Conferencing and Gaming" (eero Labs) is disabled before performing speed tests.

3. Within the eero app, navigate to settings, troubleshooting, then run a health check. This will get the eero to perform tests and isolate.

4. Perform a speed test in your eero app. Navigate to 'activity', select the most recent speed test, then select 'Run a speed test'.

5. Use at least two third party speed test servers (fast.com and speedtest.net are good options) to corroborate your results, and test on two separate devices.

6. If you have isolated the issue to a single device, refer to your device's manufacturer for additional troubleshooting.

7. Try to hardwire the device to the Gateway eero via an ethernet cable

   • If the device obtains proper speed wired directly into an eero, the device could be experiencing issue with it’s Wi-Fi card. Verify again that other devices are getting expected speeds, and refer to manufacturer of the device.

Dropouts

1. Within the eero app, navigate to "Settings", "Troubleshooting", then run a health check. This will get the eero to perform tests and isolate.

2. Check the lights on your eero unit

3. Report a fault within the MyAussie app for investigation.