Troubleshooting

If you're having issues with any products or services offered by us, first try the relevant troubleshooting sections below.

What are you having trouble with?

Available resources for various troubleshooting topics.

Your Hosted Hotspot

Our hosted hotspots are configured to require the least amount of hands-on involvement for hosts, but occasionally circumstances beyond our control can affect your hotspot's ability to connect to the network and earn rewards.

 

If you are experiencing any issues, we recommend first verifying the following:

Power
  • ​Confirm power supply to both the hotspot and your Wi-Fi router (where applicable).​​

    • Occasionally either power can come unplugged/loose, or some power outlet fixtures can be unknowingly on a wall or other on/off switch that turns the outlet power supply off.​

Connectivity
  • Confirm your internet connection is working.

    • There are several factors that can affect your Wi-Fi connection from time to time. These include:​

      • ISP maintenance / service interruptions​

      • Power outages / equipment failure

      • Change of network configuration (change of network name or password, etc.)

      • Parental Controls and other third-party services that allow users to pause or disable internet connectivity.

      • Wireless signal broadcast range constraints

    • To troubleshoot connection issues, try the following:

      • Confirm other devices on your network are able to connect to and use your network.

      • Visit your internet service provider's website to confirm there is not an active service outage in your area.

      • Unplug and replug the hotspot, your Wi-Fi router, and/or your modem. Be aware this will cause a temporary connection loss on any other connected devices while your device(s) reboot and re-connect. Device restart(s) could take up to 10-20 minutes.

      • Review the setup instructions from start to finish to verify connection credentials are correct & complete.

Hardware / Firmware
  • Run the diagnostic test mentioned above & confirm the current firmware version.

    • This should typically have a date within approximately the last 30 days. If the hotspot's current version is considerably older, you likely have an issue getting stuck on a previous firmware version.​

    • Firmware updates can occasionally get stuck for a variety of reasons; typically a simple power cycle (or several) can help the hotspot pick up the update.

      • If you have outdated firmware, the best option will be to connect directly to internet via ethernet cable, to ensure the best connection speeds & stability.

  • Confirm there are no obvious physical defects on the hardware. This includes:

    • Dents / bends / malformed components​

    • Loose connections (primarily around the antenna connection or power connection)

  • Confirm (at your discretion) there are no internal defects on the hardware.

    • You will need to open the device case for this, so if you do not feel comfortable we would not recommend this without the assistance of support, as you may be held liable for any damages that ensue.

    • Check for loose or broken components; most likely causes are power supply and antenna cabling connections bending or becoming loose, or circuitry components becoming loose or disconnected from the main circuit board.

Helium Coverage Mapper

You can find our Helium Coverage Mapper documentation here.

You can also consult the Helium Official Discord #coverage-mapping channel*.

*Note that IoWE is not officially affiliated in any capacity with Helium, Inc. and therefore we cannot be responsible for third-party resources.

You can also search our blog for articles regarding your issue.

Still having trouble?