Gen 3 won’t connect to wifi - Troubleshooting / Wi-Fi - Rachio Community
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Gen 3 won’t connect to wifi
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May 2018
post by DUNSKI on May 23, 2018
1
Hi,
I am connected on my iphone to my WiFi, I am right next to my Gen 3, I click the WiFi button my Gen 3, blue light is flashing throughout. I follow the promps in the app and then as it’s looking to add my Gen 3 to my WiFi it says it can’t discover it and won’t add the Controller
39.5k views 39 likes 14 links 44 users
33](https://community.rachio.com/u/franz "franz")
10](https://community.rachio.com/u/Stewart "Stewart")
9](https://community.rachio.com/u/Lsnowman1 "Lsnowman1")
9](https://community.rachio.com/u/DLane "DLane")
8](https://community.rachio.com/u/ds1mbox "ds1mbox")
read 19 min
Top replies
post by franz on May 23, 2018
franz Co-Founder/CTO @ Rachio
I can get the controller online, I will PM for more information.
9 days later
post by thedrwong on Jun 2, 2018
I am having the same problem. I have extensive experience in diagnosing computer and network problem, so I don’t need hand holding. Wondering what the solution was to your problem?
post by franz on Jun 2, 2018
franz Co-Founder/CTO @ Rachio
Looks like your controller is online. Can you let us know what your error was and what you did for troubleshooting?
Also please let us know if you have any feedback or questions.
25 days later
post by Lsnowman1 on Jun 28, 2018
Same here. It all starts up correctly. I enter my password… then nothing.
post by franz on Jun 28, 2018
franz Co-Founder/CTO @ Rachio
@Lsnowman1 Can you provide more information regarding errors/light pattern on the controller? Thanks!
post by Lsnowman1 on Jun 28, 2018
Standard start-up. Lights flash up to section 3 where it pulses Orange. This is where i attempt to connect to the Wifi. It takes me through the “location”, scan barcode, then find Wifi. I enter my password and it “thinks” until it times out every time. Then it asks to try again. I have reset my router, reset the Rachio, power cycled each for the poast 2 days and I cannot get it to connect.
post by Lsnowman1 on Jun 28, 2018
\ 15302128541132201778887443207115.jpg2138×2851 1.82 MB](https://community.rachio.com/uploads/db1097/original/2X/d/d4ba05eec0d08fb5b05d1941c7d7861dfa51b5d8.jpg "15302128541132201778887443207115.jpg")
post by franz on Jun 28, 2018
franz Co-Founder/CTO @ Rachio
@Lsnowman1 Couple options and I am going to have the Android team work on this as well.
- If you have access to an iOS device I would definitely give that a try.
- If you can run this and provide me the code I can identify if there are any network compatibility issues https://support.rachio.com/hc/en-us/articles/115010540888-Is-my-Wi-Fi-network-compatible-
post by franz on Jun 28, 2018
franz Co-Founder/CTO @ Rachio
@Lsnowman1 I’m also being asked if the wifi on your phone is enabled…
post by Lsnowman1 on Jun 28, 2018
Yes it is. I have also tried with and without BT on.
post by franz on Jun 28, 2018
franz Co-Founder/CTO @ Rachio
@Lsnowman1 If you’ve done the above two options (or don’t want to try them) I can get you linked up with our success team. They have a really good track record with WiFi connectivity issues and are much better at troubleshooting.
post by Lsnowman1 on Jun 28, 2018
Ok, I will try the code for network assessment once I am back on my home network. I do not have an iOS device. I appreciate your help so far. I like to think of myself as IT savvy but this is stumping me. I have taken a lot more steps too.
post by franz on Jun 28, 2018
franz Co-Founder/CTO @ Rachio
@Lsnowman1 Ok sounds good. We will get you connected! I’m going to have our Android provisioning expert review your account as well.
post by Lsnowman1 on Jun 28, 2018
Franz, I currently am working with Ben in conjunction from your support team. Benjamin W (Rachio Support) support@rachio.zendesk.com. I will probably have to plug in my old Gen1 to water my lawn until we get this figured out…
post by franz on Jun 28, 2018
franz Co-Founder/CTO @ Rachio
Ok thanks for providing that.
post by Lsnowman1 on Jun 28, 2018
What’s my code for Routethis?
post by franz on Jun 28, 2018
franz Co-Founder/CTO @ Rachio
If you run this application it will generate a unique code. The Rachio code is ‘RACH’
https://support.rachio.com/hc/en-us/articles/115010540888-Is-my-Wi-Fi-network-compatible-
post by Lsnowman1 on Jun 29, 2018
A2XREWMU is my code
post by Lsnowman1 on Jul 2, 2018
Good morning, I believe this has been escalated after a support call Friday. Looks like we’ll be replacing the unit without any other resolution. My Gen 1 is working fine since I had to reconnect it.
10 days later
post by warrencoop on Jul 12, 2018
I am having the same issue. I call for support, wait on hold and eventually leave a message. My 3rd gen was working fine. Had cable outage overnight. Internet is restored on all devices, but Rachio wont connect to internet. I have rebooted router and modem multiple times, ran test, tried android and OS I have ticket number #290766. I do not think disabling firewall is a viable solution.
18 days later
post by MrBiology on Jul 31, 2018
I installed my controller two days ago and it set up just fine. It was working well. Last night, the GFI circuit tripped and now I can’t connect. I tried unplugging the power to recycle the Wi-Fi but get the same light pattern as I had before. The third white is flashing about a dozen times and then I get a red. It repeats for a while and drops down to where the second white is flashing. Then the third white starts flashing a dozen times and I get a red. I downloaded the RouteThisHelps app as I saw it suggested in the conversation and got the code U4SRJ2EW. Do I need to call support to get a ticket number?
post by DLane on Jul 31, 2018
@MrBiology - while we’re waiting for Support to pick it up, what is the information on the network:
- Extender or Mesh network?
Have you turned off/restarted the WiFi router?
post by laura.bauman on Jul 31, 2018
MrBiology](https://community.rachio.com/t/gen-3-won-t-connect-to-wifi/12669 "Load parent post")
Hey @MrBiology,
So sorry for all the frustration! Shoot an email to support@rachio.com with the issue you’re having as well as your RouteThis code and they can get everything figured out for you!
-Lo
post by DLane on Jul 31, 2018
And it’s Lo to the rescue!!
post by laura.bauman on Jul 31, 2018
Me but with a Rachio logo on the headpiece
post by MrBiology on Jul 31, 2018
DLane](https://community.rachio.com/t/gen-3-won-t-connect-to-wifi/12669 "Load parent post")
My network is neither extended nor a mesh network. I just have a wireless access point.
post by MrBiology on Jul 31, 2018
laura.bauman](https://community.rachio.com/t/gen-3-won-t-connect-to-wifi/12669 "Load parent post")
Thank you! I’ve submitted the information to support.
2 months later
post by dfresh on Oct 5, 2018
I had a Gen 3 controller installed. Strong wifi signal (both 2G and 5G), but the controller will not connect to app/wifi. I’ve unplugged the device to let reset, but no luck. Any troubleshooting advice? I haven’t seen a clear answer below - just a handful of PM’s being sent by Rachio staff. I’ve got a yard full of new sod I need to get watered. Help, please!
post by laura.bauman on Oct 5, 2018
Hey @dfresh! Have you tried any of the Wi-Fi troubleshooting steps on our Help Center? If not, check out this link and let us know if any of those steps work for you!
Lo
post by franz on Oct 5, 2018
franz Co-Founder/CTO @ Rachio
dfresh](https://community.rachio.com/t/gen-3-won-t-connect-to-wifi/12669 "Load parent post")
@dfresh What error are you seeing? Do the different networks have unique names? Have you tried a dedicated guest network?
4 months later
post by RonL on Jan 21, 2019
I have the exact same issue. I do have a ticket open. The third light is flashing.
post by DLane on Jan 21, 2019
@RonL - most of the posters on this board are end users and won’t have access to the ticket system. Posting some facts about the network setup may help someone identify the issue. Also, run the RouteThis app and send Rachio the code as that will give them information on the network.
- Device being used iOS or Android?
- 2 GHz or 5 GHz network(s)?
- If multiple networks, different SSIDs?
- Mesh network?
- Network extender?
- Flavor of WiFi router?
post by RonL on Jan 21, 2019
Hi, thank you for the reply. I’m not sure what you mean by the RouteThis app. I did find one called RouteThisHelps. To answer your questions, I am using IOS, have both 2.5 and 5 GHz networks but am trying to use 2.5 from my Netgear extender for the Rachio. I believe the extender is a separate SSID. I don’t believe I have a mesh network but it is possible because I have a second router in the bedroom. My router is an Arris 1672TG provided by my isp.
post by DLane on Jan 21, 2019
@RonL - see this for the RouteThis app ->
What model for the Netgear extender? Also, make sure WEP is not enabled as Rachio doesn’t support WEP (an old protocol).
post by RonL on Jan 21, 2019
Thank you. We are using WPA. I just tried with the 5GHz network instead of 2.5 and it worked! Thank you for your help.
post by DLane on Jan 21, 2019
@RonL - thanks for the update and welcome to the community.
post by Lars on Jan 26, 2019
One more thing that can cause setup headaches for iot devices using a mobile device, at least on Android, is a wifi setting. In the advanced wifi settings there is an option called “avoid bad connections”. If this is enabled, setting up your device can be troublesome. Initial setup sometimes involves your phone connecting directly to the device over WiFi. Your phone connects and then realizes there is no path to the internet and then disconnects again by switching to mobile data. The app then can’t finish its job talking to the device.
Make sure “avoid bad connections” option is disabled before setting up your iot (rachio) device. After you are done, you can choose to turn the option back on for normal phone use to avoid WiFi access points that don’t give you internet.
3 months later
post by Urnlahzer on Apr 19, 2019
Same issue. I use an ISP that itself is a city wide mesh network (called fixed wireless) but my own network has only one access point.
post by Curtida1 on Apr 27, 2019
franz](https://community.rachio.com/t/gen-3-won-t-connect-to-wifi/12669 "Load parent post")
I purchased a new Rachio 3 and am also unable to get it connected to WiFi. I just submitted a ticket. Dual band mesh wifi connecting with strong 5g signal.
post by DLane on Apr 29, 2019
@Curtida1 - which flavor of OS is being used to attempt the setup iOS or Andriod (iOS sometimes works better)?
Has RouteThis been run to document the network (either from the app’s not connected banner or as a separate application)?
What mesh WiFi system is being used?
2 months later
post by Geekshot on Jul 2, 2019
Same issue won’t connect. Netgear Orbi mesh network, iPhone, runs through setup iPhone then goes to a blank screen that has a next button on bottom that does nothing and a close or x on the top. If I close the screen then it shows the device in my country but offline. When I restart the rachio it goes to 2 yellow flashing light again. I have reset the network on the rachio multiple times, restarted router and get the same frustrating result
post by franz on Jul 2, 2019
franz Co-Founder/CTO @ Rachio
Run this and provide the generated code and I can have the engineering team review.
post by Geekshot on Jul 3, 2019
NT4KC9JM is my code
post by franz on Jul 3, 2019
franz Co-Founder/CTO @ Rachio
A lot going on with the network. I’d try creating a dedicated guest network on one band and attach the controller to that. If you can not use the range extender that will be even more helpful.
post by Geekshot on Jul 3, 2019
1
How does the app talk to the controller to send the settings? How do I know it’s getting to that step? I hooked up a dedicated hotspot single network and still nothing was different. My gen 1 worked just fine on this network.
Actually can you explain more about why you made the recommendation? Is it looking certain channels or ports to be open? I guess I don’t get why if the signal is strong, encryption is wpa/2 aes, and DHCP is on it would be the router
post by DLane on Jul 3, 2019
@Geekshot - what country are you in? By chance is your WiFi router using a channel that isn’t supported in the US? If so, can you change the WiFi channel to one that is supported in the US?
post by Geekshot on Jul 3, 2019
US and on channel 8. Bought another controller and noticed that the new one was sealed in the box. Home Depot must have sold me a returned defective one. The new controller connected right up no issues in about 60 sec like it should. When I return the controller I am going to mark on the box defective.
14 days later
post by Geekshot on Jul 17, 2019
franz](https://community.rachio.com/t/gen-3-won-t-connect-to-wifi/12669 "Load parent post")
That was completely useless advice and un-necessary. I really with you would say why you are making suggestions instead of generalizations that lead to frustrations with the product. Surely something should have detected the unit was bad or had errors. My biggest complaint is the lack of diagnostic information
post by Preetham3r on Jul 25, 2019
Same problem with mine as well both in 2.4 and 5.
Tried to connect multiple times and always get the same error “We could not find your Rachio”
post by Anthony on Jul 25, 2019
1
Hi @Preetham3r - try to reset the Wi-Fi connection on your controller.
Take off the controller faceplate.
Hold the Wi-Fi button down until the light bar flashes from white to blue
When the lights bar is pulsing yellow tap next
To a select a network. It may take several
Minutes to connect
post by Preetham3r on Jul 29, 2019
Thanks @Anthony, it worked
post by Muhnki on Jul 30, 2019
Experiencing same issue covered in this thread: New Rachio 3 controller will not connect to WI-FI.
Arris router located about 20 feet away from controller. Attempting to connect to dedicated 2.4 GHz network which uses WPA2-PSK (AES). Full bars showing on android phone (Samsung Galaxy Note 8). Have also tried 5 GHz network, and alternative Lynksis 2.4 GHz network used by all other household devices. Have reset Rachio 3 controller per app steps multiple times. “Route This Help” app used, with phone sitting on Rachio 3 controller, generated key ZZYBF3WJ.
Continuing to get “Oops, we couldn’t connect” error.
How do I get this connected?
post by Anthony on Jul 30, 2019
@Muhnki - does anyone have an iPhone or iPad you can borrow just like @DLane - mention in this thread iOS works better than android if not than we will take others steps to get you back up and running
post by franz on Jul 30, 2019
franz Co-Founder/CTO @ Rachio
Muhnki](https://community.rachio.com/t/gen-3-won-t-connect-to-wifi/12669 "Load parent post")
Lots going on here. I would start with disabling your firewall. Creating a dedicated, single band guest network might be the easiest solution.
\ Screenshot from 2019-07-30 21-50-04.png1062×719 78.7 KB](https://community.rachio.com/uploads/db1097/original/2X/7/7d294638eda1032587e801e7698954b0b34ad1eb.png "Screenshot from 2019-07-30 21-50-04.png")
post by Muhnki on Jul 31, 2019
Thank you both for the quick follow up!
Late last evening I managed to resolve this ‘connect to WiFi issue.’ Long story short, I tried multiple other Android devices in the house to run the initial setup. Various versions of Android 8 and 9 were all unsuccessful, however an old tablet running Android 7.1.1 was successful on its first attempt. No other changes were made to the existing networks. So far has been smooth sailing since with the Rachio app on all devices. Hope this may help. Thanks again.
16 days later
post by Miles267 on Aug 17, 2019
Using Ubiquiti APs in home environment. No matter what Gen 3 only connects to 2.4 ghz. Ideally would like it to use 5 ghz band, but doesn’t. Unifi AC Pro Gen 2 access point located within 10-15 feet of the Rachio Gen 3 unit. Using iOS 13 iPhone XS Max to connect. How do you get Gen 3 to use 5 ghz band?
post by Stewart on Aug 17, 2019
If you have both 2.4 GHz and 5 GHz APs with the same SSID, I don’t believe that there is any way to tell Rachio which one to use. The provisioning process sends only SSID, password and security type to the controller. If you are interested in the details, see
I believe that the app to controller provisioning protocol under iOS is the same.
To force a 5 GHz connection, create an additional SSID in the Unifi and tell Rachio to connect to that.
However, IMO it’s more robust to give Rachio access to multiple BSSIDs on both bands. It won’t pollute 2.4 GHz much; typical usage is only about 60 kilobytes per hour.
If you are using a 5 GHz only SSID, I’m puzzled how it could connect on 2.4 GHz, because it wouldn’t know the password for any SSID other than the one you specified.
post by payncCheng on Aug 23, 2019
I am experiencing the same issue.
Tried both 2.4G and 5G network. Not working.
The controller flashing the yellow light, while the APP saying adding the controller.
It eventually gave up with the 'oops … ’ message.
There has been nothing wrong with the network.
Other smart devices can connect to the network without any issue.
The key is QF45ZZTJ
post by Stewart on Aug 23, 2019
1
Do these networks have the same or different SSIDs?
New installation, or did it just stop working?
When you reset Wi-Fi on the controller, does it get to the state where quadrant 2 is blinking? See
If not, describe light pattern. If yes, which quadrant is blinking after trying to add the controller?
Does the Rachio show as a connected device in your router? If so, if you open that IP address in a browser, do you see a
File / not_found
error?
If you attempt to access
https://mqtt.rach.io:8883/
in your browser, you should see a certificate error. If not, what response do you see?
What device(s) have been tried for setting up the controller?
Modem make/model? Separate router, if any? Separate access point(s), if any?
post by franz on Aug 23, 2019
franz Co-Founder/CTO @ Rachio
I would try creating a dedicated guest network (one band, no range extender) and see if you can connect to that.
post by payncCheng on Aug 24, 2019
Stewart](https://community.rachio.com/t/gen-3-won-t-connect-to-wifi/12669 "Load parent post")
Hi, thanks for the debug info.
I finally make it work.
This is a new installation, with my android phone.
I tried the various suggestions people shared in this thread, and for me it particularly requires
- Create a 2.4GZ network
- Try different phones until you found one working
The need to find and use different phones is particularly tricky.
As my phones are both running android pie and the latest rachio app version, yet my primary phone does not work, while the spare phone works.
Would recommend to provide a manual way to install without using the app.
Like, we can just use laptop to connect to rachio’s wireless ssid, open up a /config page, and type the home network information. Then rachio can connect to wifi.
Once rachio can connect to the internet,
the rest of the rachio app is pretty good so far.
post by Stewart on Aug 25, 2019
I agree that the present method is unreliable and clouded in mystery. But IMO for “us” (the community) to modify the firmware to add the /config page would take a huge reverse engineering effort and the result would conflict with Rachio updates, so the /config approach would realistically have to be implemented by Rachio (and backported to Gen 1 and 2 devices).
Far more practically, “we” could create a web page, hosted on the internet or posted as an attachment here, that would contain the config form. It would request SSID, network type and password. When the Submit button is pressed, some JavaScript would mimic the provisioning sequence performed by the app. We’d include some diagnostic info; if the process failed we’d have a clue as to what went wrong.
I believe that GitHub - htroche/AndroidMarvell is the Java code that the Rachio Android app uses to provision the controllers. Although conversion to JavaScript is simplified by the availability of JavaScript implementations of Curve25519, the remainder is more than I’d like to tackle now. Would you (or another member reading this) be interested in helping?
7 months later
post by bjoyce93 on Mar 12, 2020
Thanks! This worked!!
1 month later
post by ROBLEDOALEXANDER on Apr 23, 2020
franz](https://community.rachio.com/t/gen-3-won-t-connect-to-wifi/12669 "Load parent post")
Hi, I am having the same issue. I can’t connect my Rachio 3 to my wifi.
background:
- Replaced my Rachio. so, it is new device on my old account.
- my network info:
-SPECTRUM MODEM E31T2V1 DOCSIS 3.1 eMTA
-Wave 2 SAC2V1K Dual Band Route
- Android phone. Samsung Galaxy S8+
I have tried to connect being unsuccessful
I have also tried to add a WiFi Range Extender (AC750 WiFi Range Extender RE220) thinking it was the Dual Band even though the signal is very strong where my Rachio 3 is at.
I have tried the following steps:
-Take off the controller faceplate. Hold the Wi-Fi button down until the light bar flashes from white to blue When the lights bar is pulsing yellow tap next To a select a network. the I get the error.
Thanks in advance
post by franz on Apr 23, 2020
franz Co-Founder/CTO @ Rachio
Can you run this and provide the code? I will have the engineering team review.
Also, sometimes trying a different phone or tablet (if available) can produce different/favorable results.
post by ROBLEDOALEXANDER on Apr 23, 2020
ROBLEDOALEXANDER](https://community.rachio.com/t/gen-3-won-t-connect-to-wifi/12669 "Load parent post")
Code: WYVZ7G7V
I tried with an Iphone and it something a little different. Instead of looking for tje network as it does on Samsung, it looks for the device but it comes to the same conclusion, can’t update the wifi.
Thanks
post by ROBLEDOALEXANDER on Apr 23, 2020
franz](https://community.rachio.com/t/gen-3-won-t-connect-to-wifi/12669 "Load parent post")
Franz, I tried to add the controller to the network by:
If you’ve got a Mac
Make sure you’re Rachio controller is showing the orange second quadrant blinking. Open up the WiFi settings on your Mac and you should see your Rachio-XXXXXX listed under the networks. Click on your Rachio and a new window will pop up asking you what network you’d like to add the Rachio too. Click next once you’ve selected your network and it should get your controller online.
Now, the device is in the third quadrant blinking white, but it has been like this for an hour now. Any advise at this point?
Thanks
post by franz on Apr 23, 2020
franz Co-Founder/CTO @ Rachio
ROBLEDOALEXANDER](https://community.rachio.com/t/gen-3-won-t-connect-to-wifi/12669 "Load parent post")
I had the engineering team review the code. Can you create a dedicated network (2.4g) and try connecting to that? The 2.4g/5g with same network names might be confusing the WiFi module.
I would also try connecting directly with the router and not the range extender.
Hope this helps.
post by scurrah on Apr 27, 2020
Long time Gen1 guy here. Just bought a Gen 3. Installing it today. Could NOT get that thing to connect to the wifi for the life of me. I tried everything I could think of. NOTHING worked. Spent a couple hours on it. I was about ready to box it up and send it back. Finally, I saw someone here posted to simply try another device (I have been trying it on an iPhone 11 Max running 13.4.1). I decided to try my iPadPro 11 (running 13.4.1). Bam! It work flawlessly, on the first try. Working great. So… It is definitely worth trying to use a different device.
Just FYI, my wireless network consists of a Synology RT2600/MR2200 meshed network with a single SSID for all nodes and antennas (2.4 and 5.0).
post by Jazzer on Apr 27, 2020
I had a problem on Friday with a new Gen 3 getting it to join on WiFi with the iPhone 11 Max running 13.4.1 and a Eero Mesh setup. I grabbed a iPad Mini 3 and was able to get it to work that way.
After that, I got bit with the Homekit bug and was playing around with the Gen 3 before actually installing it to replace my Gen 2.
One thing I noticed is the Gen 3 came with older firmware and it updated itself once it got it setup. As I messed with Homekit, I removed the Gen 3 and re-added it to the Rachio app using the iPhone and it worked fine on that attempt. Only thing that changed was the firmware update.
It would appear that the wifi joining issue is fixed with the latest firmware but getting online to pull it down is the trick I suppose.
But then, HomeKit breaks…
17 days later
post by DFG on May 15, 2020
2
Same problem here… This is what it took to resolve it
- iPhone 11 Pro would not work. It would get to the “connect to your WIFI” and then Time out.
- Mac worked, but could not finalize account (since it has to be done on a mobile device). Made it to the last bar …but then there was no where to get to the device activation.
- Ipad worked
The only difference is that the pop up of the airport setup came up (also on the Mac…but see item 2 for the reason for no result)…it did not on the iPhone
Hope that helps…It took an iPad to get me over the hump (and I tried probably 6 times with the other devices but kept hitting road blocks).
post by fredbastien on May 17, 2020
I have the same issue as everyone on this thread. Brand new Rachio 3. My router sees it connected to the 2.4GHz band. But the rachio app says ‘unable to find your device’.
Help.
post by franz on May 17, 2020
franz Co-Founder/CTO @ Rachio
What type of mobile device are you using?
post by Stewart on May 17, 2020
What do the light codes show?
https://support.rachio.com/hc/en-us/articles/360003815533-Light-Codes-Rachio-3-
Does the device appear in your account at app.rach.io and if so, what state is shown?
post by fredbastien on May 18, 2020
Responses to your questions:
- I’m using iOS
- lights code is ‘controller registering’ since 12+ hours
- controller doesn’t show up in app.rach.io
- RouteThis key: 6RTR53WR
post by franz on May 18, 2020
franz Co-Founder/CTO @ Rachio
What phone model are you using?
post by fredbastien on May 19, 2020
iphone XS Max.
Pls help else I will remove this brick and go back to the Hunter.
post by franz on May 19, 2020
franz Co-Founder/CTO @ Rachio
The iPhone XS Max should be able to pair the controller, its only the iPhone 11 we have seen issues with.
What is the error you are getting?
post by fredbastien on May 19, 2020
during controller activation and wifi settings, the app never sees the device. the controler blinks in ‘controler registration’ mode.
i can see the rachio from my router.
post by Stewart on May 19, 2020
OK, so this sounds like a firewall issue. One approach is to confirm that by connecting to an alternate network. Do you have a mobile device that you could set up as a temporary hotspot? If so, reset Wi-Fi on the controller and try to set it up on the hotspot.
Alternatively, please post some details:
Router make/model? Any non-default settings? Signal strength at controller? If router does not have a public IP address on its WAN interface (double NAT), also post modem make/model and any special settings in it.
post by franz on May 19, 2020
franz Co-Founder/CTO @ Rachio
Thanks for the suggestions @Stewart.
@fredbastien If you want to run this and provide the generated code I can have the engineering team review your network details.
post by Robd on May 19, 2020
I had this issue today.
Rachio 3 would not connect during setup. It would hang at the yellow light, and the app would show the oops message.
What I did to solve the issue:
Start the setup on my Android phone
Select the network, enter the password
While its sitting there doing nothing, I set up the wifi connection on my MacBook
When the phone detected the setup was complete, the app progressed to the next setup step.
Clearly the wifi setup on android need some work.
post by ds1mbox on May 19, 2020
I really need to get my controller working ASAP. I had a application of some strong fertilizer and they recommended using the sprinkler few times before I let my dog outside. It’s not expected to rain these days.
I’ve tried everything possible - old Android. Iphone. I’ve tried the .bat file for windows, which does a REST request to /config end-point. I’ve tried to manually run the http client (curl) to POST the serial and wifi credentials - it returns HTTP response 200 OK, but it actually does not get my controller online!
My support # is 769491
My RouteThis code is NNBDMSAF
(BTW, why is this support site requiring different account from the main rachio one?)
post by CurvedSpaceTime on May 19, 2020
1
I have the same problem and I already tried the wifi reset button 3 times. I’ve also tried both 2.4G and 5G, no dice.
I bought mine from Costco.
My phone is Galaxy Note 10 Plus.
This Rachio 3 is a replacement unit. The first one (from Amazon) set up without a hitch.
I’m replacing it because Costco was selling it $30 cheaper.
post by franz on May 19, 2020
franz Co-Founder/CTO @ Rachio
Do you have another mobile device to try other than the S10? I believe we have seen issues with that particular phone. iPad, iPhone, Android tablet…
post by franz on May 19, 2020
franz Co-Founder/CTO @ Rachio
I believe iPhone 11 and Samsung S10 have issues with initial pairing (with a certain batch of controllers). Other iPhones, iPads, Android, Tablets should work. After connecting the controller to the internet any phone will do.
Also, is there a way to create a dedicated network that is either 2.4 or 5g and name it differently than what you currently have? It looks like you are running a merged network.
post by ds1mbox on May 20, 2020
Hi franz,
Thanks for your reply. I have pixel3, and like I said I tried all kinds of devices including my old Samsung Galaxy7 which has not been used for 2+ years, and windows, and hitting the Rest API directly. So, it must be the network.
I was able to connect it to a mobile hotspot (hosted on pixel3) using the app on a iPhone. It did blink a lot (perhaps it was doing software update) and then the light went away completely (per settings) which suggest that it was all set. Unfortunately right after that I decided to try to connect it again to the main Verizon Fios network and it failed again. Then it failed to connect to the pixel3 hotspot!!! The app thinks that it’s connected - not issues reported while the device lighting in blue/red colors. The Firmware version is iro-firmware-hk-5-632. There is no way to tell if this is latest firmware (why don’t you add a date?). There is no way to do a health-check the device from the app. If I try to turn on one of the zones it just spins forever.
post by ds1mbox on May 20, 2020
BTW, since the app thinks it’s still connected - how can I tell which wifi network it’s using? The app has an Update Wi-Fi Network option only. Is there a way I can connect to the device via SSH and look at the log files?
post by franz on May 20, 2020
franz Co-Founder/CTO @ Rachio
This is the latest firmware and should work with any phone.
What failure are you seeing? Can you create a dedicated 2.4g network with a different name of the mesh 2.4g/5g network you have and try connecting? This shows how to update the WiFi network.
If you go to controller settings → technical info it will show SSID information.
post by franz on May 20, 2020
franz Co-Founder/CTO @ Rachio
ds1mbox](https://community.rachio.com/t/gen-3-won-t-connect-to-wifi/12669 "Load parent post")
If there is also a way to bypass the range extender and connect directly to the router that can eliminate some variables.
post by ds1mbox on May 20, 2020
franz](https://community.rachio.com/t/gen-3-won-t-connect-to-wifi/12669 "Load parent post")
OK, it shows my temporal hotspot: pixel3 as a wifi network! Why is the app not recognizing that the Wifi is Off? I did turn off the hotspot.
The failure that I saw on the iPhone is “Unexpected error occurred” or “Unknown” or something like that. I’ll capture the exact message next time I get it.
I am using latest Verizon router which was released at November 2019: G3100
You will have lot of customer complains if you don’t figure it out, since Verizon will start rolling it out to everybody.
I will try to create a dedicated network for it now, but I don’t get why are you not taking on the opportunity to assign somebody to debug it with me?
post by franz on May 20, 2020
franz Co-Founder/CTO @ Rachio
You will have to go through normal support channels ( https://support.rachio.com) if you would like to work directly with an agent.
post by ds1mbox on May 20, 2020
This is par of my first message - what else do you need to get me connected to your support?
post by franz on May 20, 2020
franz Co-Founder/CTO @ Rachio
Its just a queue, and when they get to your ticket they will reach out. I was trying to help out to see if we could bypass that team since they do have high volume at the moment due to in-season.
post by ds1mbox on May 20, 2020
OK, Understood. Thanks!
post by ds1mbox on May 20, 2020
franz](https://community.rachio.com/t/gen-3-won-t-connect-to-wifi/12669 "Load parent post")
I am connecting directly to the main router, which is just 2ft away.
I was able to connect again to the mobile hotspot (on the 2nd try). FYI - this is a good temporary workaround. The system is running now, so it is not urgent for me anymore.
I’ll wait for support to reach out to get it connected to my main network.
Thanks again for your help.
post by fredbastien on May 21, 2020
franz](https://community.rachio.com/t/gen-3-won-t-connect-to-wifi/12669 "Load parent post")
Key: 6RTR53WR
post by franz on May 21, 2020
franz Co-Founder/CTO @ Rachio
@fredbastien It looks like your firewall might be blocking ports we use?
\ Screenshot from 2020-05-21 10-55-59.png1327×306 18.9 KB](https://community.rachio.com/uploads/db1097/original/2X/0/06d9ccfe8676d0c034262fc18bff3f07f66e5e6e.png "Screenshot from 2020-05-21 10-55-59.png")
post by CurvedSpaceTime on May 22, 2020
franz](https://community.rachio.com/t/gen-3-won-t-connect-to-wifi/12669 "Load parent post")
Galaxy Note 10 Plus worked with flying colors the first time.
I have a Galaxy Tab S3, I’ll try that on Sat.
Thanks Franz!
post by ds1mbox on May 26, 2020
franz](https://community.rachio.com/t/gen-3-won-t-connect-to-wifi/12669 "Load parent post")
I was able to connect … after all these days waiting for support to get back to me - first they closed my ticket because they saw my temp connection to the wifi hot spot, then they told me that I need to use some other device to connect, and finally they looked at my data and concluded that I have a duplicated network and I need to rename one of my networks. I do have two Verizon devices - main router (G2100) and wifi-extender (E3200), both working together forming a mesh system, so I can have a good wifi signal throughout my big house. I have 25+ devices that see it as one network and can successfully connect to it. Rachio is the only one that won’t connect. I was finally able to make it work - I had to temporary shut down the extender, then connect rachio, then turn on the extender again. The connection seems to hold after it’s established once. If it goes down after sometime I am going to throw this device into the garbage and buy something else. You need to train your support team to look at actual data before replying. I wasted too much time trying with all kinds of different devices misled by your support team.
post by CurvedSpaceTime on May 27, 2020
franz](https://community.rachio.com/t/gen-3-won-t-connect-to-wifi/12669 "Load parent post")
I have a Samsung Galaxy Note 10 Plus. I was able to pair the Rachio with my Samsung Galaxy Tab S3.
My phone worked the first time with the first Rachio 3 that I bought from Amazon.
However, it didn’t work with the second one I bought from Costco.
Thank you!
post by Larock0wns on May 30, 2020
1
Tip: If you have are using a VPN or have a Adblocker on your phone, disable it. I’m using Adguard and it creates it’s own VPN setup to block the ads and with it enabled, it would never setup the WiFi on the Rachio regardless of what I did.
Also, if you have an android phone. Go to your wireless settings, and connect to your Rachio device. After a few seconds, you’ll get a notice saying Rachio has no internet do you want to stay connected, check the box and hit ‘Yes’. Now connect back to your normal WiFi and setup the Rachio through the app.
Another suggestion is to separate your 2.4ghz and 5ghz signals out on your WiFi router, and select the 2.4ghz when setting up the Rachio. After you set it up, you can put your WiFi back to a single merged networks.
Hope these tips help somebody
post by Cwmize on Jun 5, 2020
franz](https://community.rachio.com/t/gen-3-won-t-connect-to-wifi/12669 "Load parent post")
I found my Airdrop was set to contact only. After changing it to everyone WiFi connection was establish.
post by Bgdstang91 on Jun 5, 2020
franz](https://community.rachio.com/t/gen-3-won-t-connect-to-wifi/12669 "Load parent post")
Please help me. I bought a gen 3 16 zone at Xmas. It worked great for three months then it kept dropping connection on a daily basis. I was able reconnect it until march 13th, then no more. I called tech support about five times no help. The kept saying I needed old iPhone iOS but we do t have old iPhones or iOS. I can’t believe your company has fell behind and is not working with iOS. Anyways my wife a has an iPhone 8 with the iOS software before iOS 13.4 and I will cannot get it to connect for the the three months. I have even tried with my iPad and same result. If I cannot get it connected soon( my yard is brown) I will have no choice but to return for a refund. Btw we both have iPhone 8. The app can’t even find my new replacement controller that way delivers today. Thank you
Brent Dehner
281-725-2216
post by franz on Jun 5, 2020
franz Co-Founder/CTO @ Rachio
Please run this and provide the generated code. I can have the engineering team review.
Also, what is the controller serial #?
1 month later
post by michicago on Jul 13, 2020
New gen 3 controller, will not connect to 2.4 or 5GHz Wi-Fi despite strong signal for both at the Rachio controller.
Ran the Route This app and generated code BBUDUC23
Appreciate any help - but please don’t hit me with the “lots going on, suggest a dedicated guest network…” response I’ve seen througout this thread. There are only a couple devices connected to this network, and running a Speed Test on my Samsung S9 while standing next to the Rachio shows more than 350Mbps download. If Rachio can’t connect but everything else can, the problem is with the controller, not my WiFi.
Thank you!
post by DLane on Jul 13, 2020
@michicago - can the WiFi network be described:
- Mesh or extender?
- WiFi router info?
- Location info - US or foreign?
post by franz on Jul 14, 2020
franz Co-Founder/CTO @ Rachio
@michicago Looks like you got your controllers connected, curious how you got them on the internet for future customers?
Thanks and welcome to the community!
13 days later
post by michicago on Jul 28, 2020
1
@franz and @DLane My issue was using a Samsung phone (S9 and S10). When I tried again using a Nokia, it connected on the first attempt.
I don’t know what it is below that level, but it failed dozens of times on Samsung phones. Tech support said they’ve heard that issue with S10 phones, but mine was the first S9 they’ve heard of it. My phone software was recently updated and probably inherited whatever trait the S10 had that prevents setup from completing.
post by franz on Jul 29, 2020
franz Co-Founder/CTO @ Rachio
Thanks for sharing @michicago, I will relay this information to our mobile team. Welcome to the community!
@steve.palmerin @kdoroshchuk S9 phones might also now be impacted by the network firmware issue.
2 months later
post by hrabovsky on Sep 15, 2020
Muhnki](https://community.rachio.com/t/gen-3-won-t-connect-to-wifi/12669 "Load parent post")
same issue team… any way I can get help? i have newly set up system and installed 50 pallets of sod and 200 plants and their is no good manual set up to run a system on here. I have reviewed all threads and tried everything i have found but need help asap please?
post by hrabovsky on Sep 15, 2020
franz](https://community.rachio.com/t/gen-3-won-t-connect-to-wifi/12669 "Load parent post")
post by DLane on Sep 16, 2020
@hrabovsky - please provide the following information:
- Model version 3 or 3e
- Device being used to set up Rachio - make, model
- Operating system version on device being used to set up Rachio
- WiFi network description - mesh or extenders in use, US or non-US location
- Run the RouteThis app (code = RACH) and post the resulting key
- Is a laptop with WiFi available (if so, see the manual work around to get initially connected).
post by Stewart on Sep 16, 2020
hrabovsky](https://community.rachio.com/t/gen-3-won-t-connect-to-wifi/12669 "Load parent post")
As @DLane says. Also, please post:
State of indicators on controller?
Error messages displayed?
What smartphones or tablets (with mobile service) are available to you?
Do you have any older devices that can power up and connect to WiFi, even if they don’t have a valid SIM card?
9 days later
post by tt_45 on Sep 26, 2020
1
@franz @DLane hey guys, you were extremely helpful when I set up my Rachio 3 several months ago! And now I need ur help again… (so good to see ur names in this topic! ) … about Wi-Fi situation.
My Rachio was set up and running fine for last 4 months … until yesterday when I was notified “offline”. I restarted router, tried to reconnect Wi-Fi via Rachio app as prompted, but couldn’t. Have other Wi-Fi device in same location so signals shouldn’t b a big issue…? I even tried different Wi-Fi networks… none could connect:
The yellow light keeps blinking. App didn’t have trouble finding my device and Wi-Fi network, but after several min trying to connect, shows error msg “ an unexpected error happened. Try again”. … I tried numerous times same result.
Now what?
Ran RouteThis app, key: 7M6V6CZZ. I use iPhone 11 Pro. Using Google wifi system out of XFINITY cable router, in WA state. … anything else u need to know?
Thanks in advance!
post by franz on Sep 27, 2020
franz Co-Founder/CTO @ Rachio
Do you have a firewall blocking ports? According to this that could be one of the issues.
\ Screenshot from 2020-09-27 21-55-111023×349 19.2 KB](https://community.rachio.com/uploads/db1097/original/2X/c/c95ae4ae98b6039c9244df4d5e45e244a9014577.png "Screenshot from 2020-09-27 21-55-11")
post by tt_45 on Sep 29, 2020
Thanks for your reply, Franz. No I don’t have a firewall. However, one of the great Rachio community friend here helped me to sort out that it’s due to my iPhone 11! I finally was able to use an older device to reset Wi-Fi network. Thank you for your time anyway!
(Sorry that I replied here late. I didn’t get any notification from website that my question here was answered… )
post by franz on Sep 29, 2020
franz Co-Founder/CTO @ Rachio
Ok great, glad you got it sorted out!
post by Bmh429 on Sep 30, 2020
Hi. I am having the same problem. I can’t re connect my gen 3 controller to my new WiFi network. Pulses yellow but when I try to connect it says error occurred can’t connect try again. Please help! Attached is picture of Rachio lights. Also did the diag test with route RouteThisHelp. My key is GJM4FPYE.
\ image3024×4032 2.59 MB](https://community.rachio.com/uploads/db1097/original/2X/3/396f04614815c53fda7611b29ea22d635ed5f60b.jpeg "image")
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