Client handbook, section 9 of 10
Before you call us. Three checks that fix most problems.
These three checks fix most problems. They take five minutes. If they do not fix it, call us, and tell us what you tried. It saves time on both ends.
1. Is it one device, or everything?
- One device (one phone, one TV, one camera): the problem is almost always that device. Go to step 3.
- Everything: go to step 2.
2. Is your internet up?
- Look at your internet provider’s modem. Red or blinking lights mean the problem is theirs.
- Open the UniFi app. If the dashboard says the internet is down, call your provider first. We cannot fix their line.
3. Restart the one thing that is broken
- A phone or laptop that will not connect: forget the Wi-Fi network on that device and join it again. (iPhone: Settings > Wi-Fi, tap the i next to the network, then Forget This Network.)
- One access point or camera: restart just that device from the app (Everyday maintenance). Wait three minutes.
- The device itself: turn the TV, printer or laptop off and on.
When you call
Have this ready:
- What is not working, and since when.
- Whether it is one device or everything.
- What you already tried from this page.
- A screenshot of any error or alert, if there is one.
AVNFi: (587) 858-4888, or use the contact form at avnfi.com/contact.
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Screens in the UniFi apps change with updates. If something here looks different on yours, or you would rather we just do it, call (587) 858-4888.