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Connectivity Issues

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    Connectivity Issues

    We understand you may run into connection issues from time to time so let us walk you through some common problems and solutions.
     

    Community WiFi Issues

    SSID: Stellar 2.4 or Stellar 5
    1. Make sure you have selected the right SSID/network name.
    2. You can only have 3 devices connected through this network at a time. If you need select Request More Devices within your My Account.
    3. Does the SSID show that it's connected but it's still not connecting? Try forgetting the network completely, then reconnecting.
    4. Not sure what's connected? Within your 'My Account', go to My Services and select WiFi to manage all of your WiFi connected devices.
    5. Make sure that you are on an account with active service and verify that your username and password is correct.
    SSID: Stellar Registered Devices
    1. You need to have registered and verified the MAC address of your device on your My Account.
    2. Make sure you have selected the right SSID/network name. This will be listed as Stellar Registered Devices.
    3. You can only have 3 devices connected through this network. If you need to connect more, within your My Account go to My Services then WiFi and select Request More Devices or switch out your devices by clicking Deauthorize.
    4. Not sure what's connected? Within your My Account, go to My Services and select WiFi to manage all of your WiFi connected devices.
    5. Does the SSID show that it's connected but it's still not connecting? Try forgetting the network completely, then reconnecting.
    Unique SSID-For Landmark on Grand River, Newman Lofts and CRMC Houses
    1. Make sure you have selected the right SSID/network name. This should be your unit number unless customized in your My Account (Ex: Unit 110).
    2. Did you customize your SSID/network name and auto-populated password in your My Account? Note that you need to wait a few minutes after making any updates in your My Account for the change to be applied and the new network name to be visible for the selection.
    3. Not sure what's connected? Within your My Account, go to My Services and select WiFi to manage all of your WiFi connected devices.
    4. Does the SSID show that it's connected but it's still not connecting? Try forgetting the network completely, then reconnecting.

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    Router Issues

    1. Unable to connect? Try unplugging the power to your WiFi router for 60 seconds and plugging it back in.
    2. Did you run the setup wizard? Reset router to default settings and run wizard when disconnected from wall.
    3. Make sure your ethernet cable is plugged into the right port. This will be labeled either Internet, WAN, or Modem.
    4. Make sure you are not using a cable modem/router combination. With STELLAR, you only need a router to connect.

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    Computer/Laptop Issues

    Windows
    1. Click the network icon on the lower right corner of your screen.
    2. Click Network Settings.
    3. Click Manage WiFi Settings.
    4. Under Manage Known Networks, click the network you want to delete.
    5. Click Forget. The wireless network profile is deleted.
    6. Reconnect to the network.
    MAC
    1. Select the WiFi symbol along the top menu bar and click on Open Network Preferences at the bottom of the drop down menu.
    2. Click on WiFi in the menu on the left and click Advanced located at the bottom right of the pop-up window.
    3. Select the WiFi network you want to delete, and click the minus sign.
    4. Click OK.

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    Troubleshooting

    Wireless
    First, verify your computer can ger online when plugged directly into the wall.
    1. Verify your computer's WiFi is enabled.
    2. Verify your computer is connected to your wireless router's SSID.
    3. If you are able to get online when plugged into the wall but not when connected to your wireless router, call 1 (866) 386-7778.
    Windows 10, Windows 8, Windows 7, Windows Vista
    1. While holding down the Start key, press the R key.
    2. The Run box should be open.
    3. In the Run box, type ncpa.cpl.
    4. Right click on the local area connection icon and select Properties.
    5. Check that Client for Microsoft Networks and Internet Protocol Version 4 (TCP/IpV4) are checked.
    6. If Internet Protocol Version 6 (TCP/IpV6) is checked, uncheck the box and continue
    7. Double click on Internet Protocol Version 4 (TCP/IpV4).
    -Obtain an IP address automatically should be marked.
    -Obtain a DSN server automatically should be marked.
    -Click OK to close and reboot your PC for the changes to take effect.
    OS X (MAC)
    1. Go to finder window on the bottom of your screen.
    2. On your left bar, click on Applications.
    3. Click on System Preferences.
    4. Click on the network icon.
    5. Select Ethernet Connection.
    6. Make sure your configuration is using DHCP, then apply.

    Did you find this information helpful?