Casa Systems NetComm CloudMesh NL19MESH User manual

Wireless Troubleshooting Guide
NL19MESH
Wireless Troubleshooting Guide – NL19MESH
FA01365 v. 1.0 December 2021
Wireless Troubleshooting guide
First, check that your Gateway Wi-Fi is turned ON.
Next, check LED light status for 2.4 GHz and 5 GHz Wi-Fi. If 2.4 GHz and 5 GHz Wi-Fi LEDs are not lit, it means
that your Wi-Fi service is disabled.
Log in to Web Interface
1Connect your device to the Gateway using wired or wireless connection.
Important
–
A computer connected using an Ethernet cable is strongly recommended.
2Open a web browser (such as Google Chrome, Safari or Mozilla Firefox), type following address into
the address bar and press Enter.
http://192.168.20.1
3Enter Gateway Login Username and Password printed on the label at the back of Gateway and press
the Sign in button.

2 of 13
NL19MESH – Wireless Troubleshooting Guide
FA01365 v. 1.0 December 2021
Wi-Fi 2.4GHz/WiFi 5GHz
The gateway allows you to maintain separate wireless settings for both 2.4GHz and 5GHz wireless services.
Select the service you want to use (or both) and separately configure them:
2.4 GHz Wireless configuration pages
5 GHz Wireless configuration pages
Important
–
It is recommended that you
use the same Wi-Fi
Network Name (SSID)
and
password
for both 2.4 GHz and
5 GHz Wi
-Fi bands, this allows clients to choose the more suitable band automatically.
I cannot see my Wi-Fi (Wireless network name/SSID)
1Navigate to Wireless > 2.4 GHz/5 GHz > Basic.
2Confirm that both Enable Wireless and Broadcast SSID are Enabled.

3 of 13
NL19MESH – Wireless Troubleshooting Guide
FA01365 v. 1.0 December 2021
Cannot connect Wi-Fi client (Laptop/mobile/Pad) to
Wireless network
Case1 - MAC address is restricted
Ensure that the MAC Restrict Mode is: Disabled
Case2 – Stored old Wi-Fi password: This may occur if the client device is storing an old Wi-Fi password and it
is not prompting for new password. In such case the saved Wi-Fi network name and password should be
removed:
1Scan for the Wi-Fi network name, and
2Enter new password again.
It is recommended to re-check the Wi-Fi security key/password from Gateway web interface. Check wireless
setup guide or wireless security setup guide for the instruction to check the Wi-Fi security key/password.
Please follow the below instructions to remove stored Wi-Fi network name/SSID and Wi-Fi security
key/password from client devices. Find the appropriate operating system listed below and follow the
instructions.
Windows 7
1Right click the Wireless symbol on the bottom right of your screen and click “Open Network and Sharing
Center”.

4 of 13
NL19MESH – Wireless Troubleshooting Guide
FA01365 v. 1.0 December 2021
OR
Click on the Start Menu and go to Control Panel. Select View by: Category.
Click View network status and tasks in the Network and Internet group.
2Click Manage wireless networks. If it is not shown, proceed to Step 4.
3Select your Wi-Fi network name/SSID, right click and select Remove network from the popup menu.

5 of 13
NL19MESH – Wireless Troubleshooting Guide
FA01365 v. 1.0 December 2021
These are stored settings and passwords for connecting to the listed networks.
If your Wi-Fi network name/SSID is not listed here, close this window and return to the Network and
Sharing Center.
4Click the Yes button in the confirmation dialog box.
5Click "Change Adapter settings" on the left-hand side menu.
6Right-click "Wireless Network Connection" and select "Connect / Disconnect" from the popup menu.
Note
–
If you cannot see a “Wireless Network Connection” item, your wireless adapter may not be installed or inserted
correctly.
Please check this before continuing with steps in this guide.

6 of 13
NL19MESH – Wireless Troubleshooting Guide
FA01365 v. 1.0 December 2021
7You should see a network listed with the SSID you obtained at the start of this guide. Select your wireless
network and click Connect. Enter your Wi-Fi security key/password and click OK. You will be connected
to the Wi-Fi network (Example: NetComm 8386).
Do not forget to disconnect your ethernet cable.
Windows 8 / Windows 10
1Click the Windows button on the bottom left corner of your screen and click Settings.
2Click Network and Internet.

7 of 13
NL19MESH – Wireless Troubleshooting Guide
FA01365 v. 1.0 December 2021
3Select Network and Internet > Wi-Fi, scroll down to the bottom in the right side and click Manage Wi-Fi
settings:
4Find your Wi-Fi network name/SSID and click Forget.
5Navigate back to Network and Internet > Wi-Fi.
aMake sure Wi-Fi in turned On.

8 of 13
NL19MESH – Wireless Troubleshooting Guide
FA01365 v. 1.0 December 2021
bSelect your Wi-Fi network name/SSID (Example: NetComm 8386)
cEnter your Wi-Fi security key/password
dClick Next.
Note
–
If you cannot see a “Wireless Network Connection” item, your wireless adapter may not be installed or inserted
correctly.
Please check this before continuing with steps in this guide.
6You will now be connected to Wi-Fi network. Please remember to disconnect your ethernet cable.
iPhone
Your iPhone may be storing your old Wi-Fi password causing it not to connect to Wi-Fi network.
In your iPhone, navigate to Settings > Wi-Fi.
1Press the ( i) symbol as in the snapshot below,
2Press Forget this network and then,
3Click the Forget button in the popup dialog.

9 of 13
NL19MESH – Wireless Troubleshooting Guide
FA01365 v. 1.0 December 2021
Scan for the Wi-Fi network name/SSID and enter new Wi-Fi security key/password again.
Android
Your Android phone may be storing your old Wi-Fi password causing it not to connect to the Wi-Fi network.
1In your Android phone, navigate to Settings > Connections > Wi-Fi.
2Press Wi-Fi network name (Example: NetComm 8386) as in the snapshot below and press Forget.
3Scan for the Wi-Fi network name/SSID and enter new Wi-Fi security key/password again.

10 of 13
NL19MESH – Wireless Troubleshooting Guide
FA01365 v. 1.0 December 2021
Mac OS X
1Click on the Airport/Wi-Fi icon at the top right corner of the screen as shown below.
2Scroll down and click “Open Network Preferences…”.
3Select Wi-Fi and then select the Advanced…button.
4Select your Wi-Fi network name (Example: NetComm 8386), click the minus sign “–“ as shown below, check
Remove and OK.

11 of 13
NL19MESH – Wireless Troubleshooting Guide
FA01365 v. 1.0 December 2021
5Next click Apply
6Scan for the Wi-Fi network name/SSID and enter new Wi-Fi security key/password again. You should see
a list of Wi-Fi network name along with your Wi-Fi network name/SSID (Example: NetComm 8386). Click
your Wi-Fi network name/SSID to connect to this network.
7Enter your Wi-Fi security key/Password and click the Join button to connect to the Wi-Fi network.
If you enter an incorrect Wi-Fi security key, a message will appear, and you will be prompted to enter
the correct key again.
8The Airport icon will now have black lines to indicate signal strength. To see if the wireless is connected,
click on the Airport icon again. You should be able to see a tick on your connected Wi-Fi network.

12 of 13
NL19MESH – Wireless Troubleshooting Guide
FA01365 v. 1.0 December 2021
After completing the steps above, you should now be connected to your wireless network and able to surf
the internet.
Note
– Please remember to disconnect your ethernet cable.
Connected to Wi-Fi network but unable to browse
internet
Check if you are using static IP address of different network range. It is mandatory to use the automatic IP
address from the Gateway.
1Press Windows + R key in your keyboard.
2In Run command, type ncpa.cpl and press enter. It will open Network connections window.
3Right click Wireless Connection connection and
iClick Properties from the drop down menu,
ii On the Networking tab select Internet Protocol Version 4 (TCP/IPv4),
iii Click the Properties button,
iv Select Obtain an IP address automatically,
vClick the OK button, and
vi Click the OK button again.

13 of 13
NL19MESH – Wireless Troubleshooting Guide
FA01365 v. 1.0 December 2021
Should I choose 2.4 GHz or 5 GHz Wi-Fi band?
By default, Wi-Fi name (SSID) and password for 2.4 GHz and 5 GHz band is same, which creates single
roaming profile for the clients to switch between the bands automatically.
It is recommended to keep 2.4 GHz and 5 GHz Wi-Fi name and password same, so that clients select the
suitable band automatically and for optimum MESH performance.
General Information
As the name suggests, 2.4 GHz and 5 GHz operate on different frequencies. The primary differences
between the 2.4 GHz and 5GHz wireless frequencies are area coverage and bandwidth. 5GHz provides
faster data rates at a shorter distance, whereas 2.4GHz offers coverage for farther distances, but may
perform at slower speeds.
In most cases, 5 GHz has higher bandwidth but less area coverage. This is a because higher frequency
signals cannot penetrate solid objects like walls and floors. 5 GHz is suitable for streaming video and online
gaming (Television and Gaming device should be closer to the Gateway). The 2.4 GHz has lower bandwidth
but larger area coverage. Commonly, 2.4 GHz is used to browse internet using mobile client devices such as
Laptop, Mobile or Pad.