Support Direct

Why is my D5/D5s/D5s Pro robot not connecting to WIFI?

1) Make sure you are using the correct password for your 2.4GHz network. Verify that the password was entered properly, with no typos.

Modern routers typically use two frequency bands, 2.4GHz and 5GHz. Ultenic robots can only connect to 2.4GHz networks. They do NOT work with 5GHz networks.

How to find out if your router is dual-band:

Look up the model on the manufacturer’s website.

Check the SSID name. If 2 networks are being broadcast from the router, it is most likely a dualband router.

If there are duplicate SSIDs, confirm that the MAC address associated with the SSID corresponds to the Wi-Fi Access Point. The instructions for finding the MAC address will be in the Administration section of the Wi-Fi Access Point user manual.

An issue known as band steering occurs when both the 2.4GHz and 5GHz networks have the same SSID. This can cause connectivity issues when setting up connected devices. 

We recommended giving the networks separate names to prevent band steering problems.

2) Firewall settings may block certain ports. Check your home connection technology such as router settings. T

he following ports should be open or whitelisted:

• 80 (http) • 443 (https)• 53, 55055 and 55056

Please check the user manual for your router to verify the instructions on configuring firewalls. 

3) Router placement makes a big impact on robot connectivity. Try placing the router centrally, so coverage is uniform throughout the house.     

If the problem persists, please contact our Customer Service team. 

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