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Cannot Connect Base Station to Wi-Fi After Firmware Update (Incorrect Password Error)

Updated 

24 days ago

After updating your Base Station to firmware 2.16, you may have noticed that it failed to connect to your original Wi-Fi network. This error was recently resolved by a new version of the firmware, and it should not happen again.

In order to reconnect your system to your original Wi-Fi network, you will need to download a corrected firmware version. To download a firmware update, the Base Station needs to be connected to a Wi-Fi network. In this situation, we recommend taking the steps below to temporarily connect your Base Station to a different network so you can update your system.

Step 1: Temporarily Connect Your Base Station to a Different Network

To connect your Base Station to another network, you have three options. You can connect it to a hotspot, you can set up a guest network on your router, or you can bring it to another location that has Wi-Fi. Please refer to the collapsible sections below.

The steps to connect your Base Station to a hotspot depend on the operating system of your smartphone.

Using an iPhone

  1. Select Settings, then Personal Hotspot.

  2. Toggle Personal Hotspot On. Then, tap Wi-Fi Password to view/copy the password.

  3. If available, toggle Maximise Compatibility On.

  4. Leave the Hotspot page on your phone open while you take the steps below to connect your system to the network.

Using an Android

  1. Select Settings, then Network and Internet.

  2. Then click on Hotspot and Tethering.

  3. Toggle Mobile Hotspot On.

  4. Tap into Wi-Fi Hotspot and then into Hotspot Password to view/copy the password.

Once your smartphone’s hotspot is turned on, use the Keypad to connect the Base Station to the hotspot network. You can do this by taking the following steps:

  1. Press the Menu button on the Keypad and enter your Master PIN.

  2. Navigate to System Settings and then WiFi.

  3. The Keypad should then search for nearby Wi-Fi networks.

  4. Select your hotspot network and enter its password. Then, select Go.

  5. The Keypad should then say “Connected to [your hotspot network name.]”

    1. If the Keypad says “Incorrect Password”, type the hotspot’s password again. If this continues to fail, try another phone’s hotspot if possible.

If your Base Station successfully connects to your hotspot, please jump down to step 2 below. If you do not have a hotspot, refer to the next collapsible section.

If your system will not connect to a hotspot, or you do not have a personal hotspot available, you can also create a guest network and connect your system to it. For more information on creating a guest network, please consult your router’s manual of your Internet Service Provider (ISP.)

Once the Guest Network is created, use the Keypad to connect the Base Station to this network by taking the following steps:

  1. Press the Menu button on the Keypad and enter your Master PIN.

  2. Navigate to System Settings and then WiFi.

  3. The Keypad should then search for nearby Wi-Fi networks.

  4. Select your guest network and enter its password. Then, select Go.

  5. The Keypad should then say “Connected to [your guest network name.]”

If your Base Station successfully connects to your guest network, please jump down to step 2 below . If you could not create a guest network, refer to the next collapsible section.

If you cannot create a hotspot or a guest network, you can also bring your Base Station and Keypad to another location that has Wi-Fi, like a friend or relative’s house.

Once there, you can use your Keypad to connect to their network by taking the following steps:

  1. Press the Menu button on your Keypad and enter your Master PIN.

  2. Navigate to System Settings and then WiFi.

  3. The Keypad should then search for nearby Wi-Fi networks.

  4. Select the network, enter its password, and select Go.

  5. Your Base Station should now successfully connect to the network.

Step 2: Download the Firmware Update

Once your Base Station is connected to a new network, you can install its update on the Keypad by taking these steps:

  1. Press the Menu button on your Keypad and enter your Master PIN.

  2. Navigate to System Settings and then scroll up to Check For Updates.

  3. Install the Update.

  4. Wait for the update to fully install (this may take a few minutes).

Step 3: Reconnect the Base Station

Once the Base Station’s firmware has been successfully updated, you can use your Keypad to reconnect it to your original Wi-Fi network by following the steps below:

  1. Press the Menu button on your Keypad and enter your Master PIN.

  2. Navigate to System Settings and then WiFi.

  3. The Keypad should then search for nearby Wi-Fi networks.

  4. Select your original network, enter its password, and select Go.

  5. Your Base Station should now successfully connect to your network.

Need More Help?

If your Base Station still will not connect to your original Wi-Fi network after taking all of the steps above, please contact our Support team for further assistance.

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