1. Brilliant Support
  2. Home Control
  3. Troubleshooting

Troubleshooting Wifi Connection Issues

The following article outlines things to check or try if you are having issues connecting to your Brilliant Control to your WiFi network.

  1. Check to make sure you are connecting to a 2.4GHz network. The Brilliant Control cannot connect to 5GHz networks
  2. Power cycle your Brilliant Control. You can do this by going to:
    Settings → tap Restart Control at the bottom
  3. Reboot your modem and router. The best sequence to reset your modem and router can be found below:
    1. Unplug both router and modem
    2. Wait at least 30 seconds
    3. Plug the modem back in
    4. Wait at least 60 seconds
    5. Plug the router back in
    6. Wait at least 2 minutes
    7. Test to see if you are able to connect your Brilliant Control to your network
  4. Remove and reinstall your Brilliant Control Faceplate
    1. Remove the faceplate by sliding the faceplate up and applying pressure to the bottom part of the plate.
    2. Reinstall the faceplate
  5. Reset your Brilliant Control Network Settings
    1. Settings → Connectivity → Reset Network Settings

Important: this setting might not be available if this is the first time you are setting up your Control and have not performed a software update.

  • If none of the above works, please contact our support team by emailing support@brilliant.tech. Please be sure to include the following:
    • Description of the issue you are experiencing
    • Make and Model of the routers you have in your home
    • Anything special about your networking setup that we should know about


Tips:

  1. All mesh networks should be configured in bridge mode. If your mesh network is not configured in bridge mode, you have the possibility of creating a Double NAT environment. Under a Double NAT, devices you own may have trouble connecting to each other.
    1. A Double NAT configuration is when you connect your router behind another router creating two different private networks.
  2. If you are not able to connect your Brilliant Control to your WiFi network, you may want to try using your phone as a hotspot and seeing if your Brilliant Control will connect to your phone's hot spot.
    1. If your Brilliant Control does connect to your phone's hot spot and is able to update its software, try connecting it to your home network again.
      If your Brilliant Control connects to your phone's hot spot but not your home network, then we know we have isolated the problem to something with the home network.

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