anywAiR Controller to Customer Router - Wi-Fi Connection Flow Chart

Troubleshooting guide for when an anywAiR controller/tablet will not connect to a customer router, but may connect to a hotspot.
Core position: If the anywAiR controller connects to a phone hotspot and has full internet access, the controller is broadly proven to be operational. The customer router, router settings, Wi-Fi security mode or internet provider configuration then becomes the primary area of concern.

1. Main connection flow

Important: anywAiR Wi-Fi devices are 2.4 GHz only. They can connect through a dual-band router that emits both 2.4 GHz and 5 GHz, but they will not connect to a 5 GHz only Wi-Fi network.
Start: Customer cannot connect anywAiR controller/tablet to router
Typical symptom: selected network shows “Connecting...”, then “Authenticating...”, then “Saved”, but does not connect.
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Step 1 - Confirm correct Wi-Fi network and password
Confirm the customer has selected the correct SSID and entered the correct Wi-Fi password.
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Step 2 - Check tablet/controller date and time
Confirm the date, time and especially the year are correct. If the year has reverted, for example to 2020, authentication may fail.
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Decision - Is the date/time/year correct?
If no, correct it and re-test. If yes, continue.
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Step 3 - Confirm 2.4 GHz Wi-Fi is available
The router must broadcast 2.4 GHz, or a dual-band 2.4 GHz / 5 GHz network with 2.4 GHz enabled.
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Decision - Is a 2.4 GHz network available?
If no, enable 2.4 GHz or use a suitable router. If yes, continue to hotspot isolation test.
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Step 4 - Connect the anywAiR controller/tablet to a phone hotspot
This is the key isolation test. Confirm whether it connects and obtains full internet access.
If hotspot worksIf hotspot does not work
Conclusion: Controller/tablet is broadly proven operational.

Confirm full internet access on hotspot, then move to the customer router checks. If it works on hotspot but not on the customer router, it icould be a setting on the customer's router.

Go to router flow		Conclusion: Focus remains on controller/tablet setup or device-level issue.

Re-check date/time/year, password, hotspot details, Wi-Fi process and anywAiR setup sequence. If still unable to connect to hotspot, escalate for device-level troubleshooting.

If all else fails, change the tablet.

2. Router-focused flow

Use this flow only after the hotspot test succeeds. A successful hotspot test shifts the investigation toward the customer router, router settings, or internet provider.
Start: Hotspot works with full internet access, but customer router does not
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Step 1 - Record router brand and model
Ask what router/modem is being used, including whether it is a fixed router or mobile network router/modem.
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Step 2 - Confirm 2.4 GHz broadcast is enabled
Do not rely on “Wi-Fi is working” from a phone/laptop, because those devices may be using 5 GHz.
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Step 3 - Check Wi-Fi security mode
Check whether the router is using WPA2-Personal, WPA/WPA2 Mixed, WPA3 Only or WPA3 Mixed.
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Decision - Is the router set to WPA2-Personal?
If not, ask the customer or internet provider to test WPA2-Personal if they are comfortable doing so.
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Responsibility warning
Technicians should preferably not change the customer’s home router security settings themselves. The customer or internet provider should make network security changes.
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Step 4 - Re-test the anywAiR connection after router settings are reviewed
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Decision - Does it connect now?
If yes, issue resolved. If no, consider a spare router or customer ISP escalation.
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Step 5 - Test with a spare or known-good router if practical
A low-cost test router can be useful where the site is remote and a return visit should be avoided. A CAT5 cable may be required depending on the internet setup.
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Final position if hotspot works but customer router still does not
The issue points to the customer router, router Wi-Fi settings, or internet provider. Refer the customer back to their internet provider or network support.

3. Router settings to ask the customer to check

ItemWhat to confirmWhy it matters
2.4 GHz enabledRouter must broadcast 2.4 GHz Wi-Fi.anywAiR Wi-Fi devices are 2.4 GHz only.
Dual-band routers2.4 GHz and 5 GHz may share the same SSID or be split into separate SSIDs.If the device is being pushed toward 5 GHz, it may not connect.
Security modeAsk whether it is WPA2-Personal, WPA/WPA2 Mixed, WPA3 Only or WPA3 Mixed.High security or WPA3-only settings may cause authentication to fail.
Recommended testTest WPA2-Personal if the customer/provider is comfortable making the change.This is a practical authentication compatibility test.
Mobile network routerConfirm whether it is a 5G mobile network router/modem.5G mobile network is different to 5 GHz Wi-Fi, but the router still needs 2.4 GHz Wi-Fi enabled.

4. Practical technician guidance

What to check on site
  • Correct Wi-Fi network selected.
  • Password entered correctly.
  • Date, time and year correct on the tablet/controller.
  • Customer router is broadcasting 2.4 GHz.
  • Hotspot connection is verified with full internet access.
  • Router brand and model captured in job notes.
  • Wi-Fi security mode confirmed where possible.
What the technician should avoid
  • Do not assume a 5 GHz only Wi-Fi network will work.
  • Do not conclude the tablet/controller is faulty if it works properly on hotspot.
  • Do not change the customer’s router security settings unless authorised and appropriate.
  • Do not take responsibility for the customer’s home network privacy or security setup.
  • Do not commit to a return visit until the router/provider side has been reasonably ruled out.
Commercially sensible position: Where hotspot testing proves the controller is working, avoid an unnecessary return trip until the customer has first reviewed the router/provider side.

5. Suggested customer follow-up points

TopicSuggested wording / request
2.4 GHz Wi-FiPlease confirm your router is broadcasting a 2.4 GHz Wi-Fi network, as the anywAiR controller connects on 2.4 GHz Wi-Fi.
Router brand and modelPlease advise the make and model of your router or modem/router.
Security settingPlease confirm the Wi-Fi security mode currently being used, for example WPA2-Personal, WPA/WPA2 Mixed, WPA3 Only or WPA3 Mixed.
Recommended testIf suitable, please ask your internet provider or network support person whether the Wi-Fi security can be tested on WPA2-Personal.
Ownership of changesFor privacy and network security reasons, we recommend that any router setting changes are completed by you or your internet provider rather than by our technician.
Outcome already provenThe anywAiR controller has already been tested successfully on hotspot, which indicates the controller itself is operational.

6. Ticket note template

Suggested ticket note:
anywAiR Wi-Fi connection issue investigated. Correct network and password checked. Tablet/controller date, time and year checked. Device confirmed as requiring 2.4 GHz Wi-Fi. Hotspot test completed and full internet access confirmed / not confirmed. Customer router brand/model: [insert]. Router security mode: [insert if known]. If hotspot works but customer router fails, issue likely relates to customer router settings, Wi-Fi security mode or internet provider configuration. Customer advised to check 2.4 GHz and WPA2-Personal setting with their internet provider/network support.