If your Point disconnects from the Internet or goes offline you may need to reinstall or update your Point. In this article we outline the requirements for Point, help you troubleshoot why Point went offline, and guide you through the steps to recover and connect Point to your wifi again.
The first, and most easy steps to test, are:
- Turn OFF Point for at least 1 minute using the power switch on the backside.
- Turn ON Point using the power switch and wait for about 10-20 seconds.
- Perform a factory reset using the update utility tool
- Restart your smartphone
- Install Point again
Make sure Point is sufficiently charged
A full charge takes about 5-6 hours depending on the charger used.
Check the Wi-Fi network requirements
Point only works with 2.4GHz networks. All routers on the market today supports 2.4GHz, but not all support 5GHz. Many modern routers offers both options simultaneously. If this is the case, it is important that Point can see and connect to the 2.4GHz network. Sometimes these networks use the same name (called SSID). If you have trouble connecting your Point, it may help to change the name of one of the networks so that Point can find the 2.4GHz network specifically.
Verify the firewall settings
Point relies on DHCP for IP assignment (which is enabled by default on all residential routers) and will send outgoing traffic on TCP (destination port 25500) and UDP (destination port 1988). It does not currently support networks with proxy servers, WPA2 Enterprise-secured wireless networks, WPS configuration or networks using statically assigned IP addresses.
Update to the latest available software
Use the latest Point app
The Point app is updated regularly (approximately bi-weekly) and contains continuous improvements to all parts of the experience. Before installing Point, make sure you are running the latest version of the app.
Make sure Point runs the latest firmware
It is possible to manually update the firmware on Point using an update utility available for Windows 10 and Mac OS X. For detailed instructions on how to use the update utility, please check this article.
If Point is already running the latest firmware, it may help to reinstall the latest firmware. This has been known to work when Point is flashing purple, then immediately turns red.
Known problematic routers
While rare, we are aware that Point may not work as well with the following routers as intended. In most cases, Point takes unusually long to connect to the internet.
- AVM Fritz!Box 7560
- Tilgin HG2381-EU and HG2501-EU (Bahnhof branded)
- Netgear Nighthawk R7000
None of the above helped
If you have checked and tested all the steps above, reach out to firstname.lastname@example.org. Please include the following:
- A brief description of the problem
- The serial number / device mac address of the Point affected
And we'll do our outmost to help you!