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Retired Logitech Employee / Moderator (Inactive)
Posts: 122
Registered: ‎12-09-2011
Official - WiFi issues
[ Edited ]

[edited 12/14 @4.49PM to replace original post]

 

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, special characters from SSID and keep it short (no more than 25 chars) - 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