Revue and Accessories

[Peter_Logi]

Thanks everyone for your feedback.  We have put together a document for our Customer Support reps which we would also like to share with you. It is the most comprehensive list of step-by-step work-around instructions we have at this time.  We are trying to get an idea of the extent of this problem and the models of routers involved (if there is a pattern). Certain  routers appear to have no issues whatsoever - no comfort if yours is affected however.

Inital steps

1. Make sure your Router is on its latest firmware
2. [NEW] Remove all spaces from and special characters from SSID - thanks portscan! [NEW]
3. Reboot router
4. Try it!

If you are stuck at STEP 4 or 5 during the setup process,

(This is the first time during the update that a WiFi issue will manifest itself.) Then try the following:

1. Click the BACK button on the Keyboard Controller to get you back to Step 4 (Network)
2. Select Wireless
3. Select your SSID
4. Input your password
5. Under IP Settings, select STATIC (Default is Dynamic)
6. Input a VALID IP address for your Router
7. Type in your Router's Gateway Address (the same you would use to log into the router from a PC)
8. Type in "24" for the Prefix
9. Type in 8.8.8.8 for DNS 1
10. Type in 8.8.4.4 for DNS 2
11. Click the Connect button

That should connect you to your Wireless router and present you with Step 5 where you can try to log in again.  If this does not work then:

1. Factory reset your Revue - hold the button at the back down firmly for around 45 seconds, then release - see if you get past step 5 this time around.

Otherwise

STEP A

Try the following steps in the order listed:

1. Disable Wi-Fi on the Revue: System Settings > Network > Wi-Fi > Turn off Wi-Fi
2. Enable Wi-Fi on the Revue: System Settings > Network > Wi-Fi > Turn on Wi-Fi > select an AP
3. Reboot the Revue -- CTRL + ALT + DEL or Unplug / Replug

STEP B

If the above does not work, then try the following:

1. Disable Wi-Fi on the Revue
2. Power OFF the Revue by removing the Power Plug
3. Power Cycle the Router / ISP Provided Network Equipment
4. Verify that Wi-Fi is functioning by using another device (Not Revue) to access the same Router / Wi-Fi Network
5. Power on the Revue by plugging the Power back in
6. Enable Wi-Fi on the Revue
7. Verify the Revue is working by going to System Settings > Network > Status == Local Network & Internet should now read Connected

STEP C

If the above does not work, then try the following:

1. If the router is a Duel Band Router, disable the 5GHz broadcast - Does this resolve the issue?
2. If the router has a Hidden SSID, enable SSID broadcast - Does this resolve the issue?
3. If the SSID has any special characters or spaces in the name, change the SSID to a Simple text string - Does this resolve the issue?
4. If the router is using WEP 64 or 128, then DISABLE this mode and change to TKIP or OPEN - Does this resolve the issue?

STEP D

If the above does not work, then assuming you are POST-setup (for PRE-setup see first section)

1. Go to System Settings > Network > Wi-Fi
2. Select your SSID
3. Input your password
4. Under IP Settings, select STATIC (Default is Dynamic)
5. Input a VALID IP address for your Router
6. Type in your Router's Gateway Address (the same you would use to log into the router from a PC)
7. Type in "24" for the Prefix
8. Type in 8.8.8.8 for DNS 1
9. Type in 8.8.4.4 for DNS 2
10. Click the Connect button

If all above work-arounds fail, then please document all of the following information into this thread

There is some additional info here I did not ask for in my first posting.

1. ISP Name
2. ISP Provided Network Equipment (Cable/DSL MODEM)
3. Customer installed Network Equipment (Router)
4. Make / Model / FW version for all above equipment
5. LAN MAC address from the Revue (White sticker on belly, or System Settings > Network > Status = Ethernet MAC address
6. Logitech Build Number currently installed on the Revue (System Settings > About > Build Number

[portscan]

http://www.speedtest.net/result/1649333488.png

Look what my revue is missing from having no wireless..

[itaintworkin]

Thanks for posting some solutions.  We have been working on this for three days now, and are making no head way.  Completely reset, and although it states we are connected on step 4, when we go to log in on step 5. It says signing in...then flashes to can't establish a reliable connection to the server.  Not much else I can do but keep signing in.  What can I do??

[Peter_Logi]

itaintworkin

It would help if you could post as much info as you can requested as the end of my previous post.  As a minimum, your router make/model number please.

[itaintworkin]

Sorry, my husband has been handling this problem.  I'm taking over tonight because he is working.  I am not a tech person at all, so I apologize in advance for any really stupid questions.  make? model number D-R0001

[itaintworkin]

The make and model number for the wi-fi router is westell A90-750022-07

the LAN MAC number on the revue is 1C6F657266A 1

the WiFi MAC number on the revue is 74F06D5A CC35

[Peter_Logi]

pjd17011 

Thanks for your long and detailed posting which is very informative, but one of the critical pieces of information that helps us is the make/model of your wireless router.  Please can you let us know.  (I assume you have tried rebooting the router and is it up to date on its firmware)

[jchakala]

HI, 

I have Charter internet on a Motorola Docsis 3.0 modem.  Apple Airport Extreme running 7.6. I tried your solution with the static correction, however the option to move forward will not become highlighted. The Revue worked great until the update came and now it is stuck on step 4 trying to connect to my router.

[Peter_Logi]

Several cases of Apple Airport apparently not working with the update. That is one of the things that is becoming clear based on feedback from customers like you.

If someone has it working please let us know!

Thanks

[jchakala]

So should I sit tight for a fix or is Logitech drawing up a replacement program?