Troubleshooting

Router Configuration

We have found that some routers do not properly allow devices to be found over networks. If your App is having trouble making a local connection to your Hub there are a few things you can try to remedy the problem.

Troubleshooting Steps

  1.  Please note that the DROP Hub requires a 2.4 GHz WiFi network to connect to. Also, it should not be connected to a “guest” type network.
  2.  Confirm that your smart device is connected to your local WiFi network, the same network that the Hub is connected to.
  3.  When scanning for your DROP system on your network (see page 10) if you press the “Rescan” button repeatedly a dialog will pop up that gives you the option to “Scan Entire Network”. If you are on a home network choose “OK” and then press “Rescan” one more time after it becomes available. This type of scan should find the hub if it is on your network. If you are on a corporate network you should contact your network administrator regarding your problems connecting to your DROP system. Enabling the “Scan Entire Network” may break network rules set up in corporate environments which may in turn remove your phone or tablet from network access.
  4.  You can try rebooting the Hub by pressing and holding the button on the front. After 2-4 seconds it should turn Pink, release it when it is Pink to reboot the Hub. The Hub may take 30 seconds or so before it will show up in a scan after rebooting your DROP system. You may want to try scanning multiple times.
  5.  You can try rebooting your WiFi router. Typically, the easiest way to do this is to unplug your WiFi router for 10 seconds and then plug it back in. Routers can take several minutes to restart. Once you have confirmed that your WiFi network is on again, you can try scanning for your DROP system in the DROP app.

Customer Support

If troubleshooting hasn’t solved your issue, Chandler System Customer Support is available to help! Please call: 888-363-9434 for our customer support team.