Wi-Fi: Connection issues

Are you encountering difficulties when trying to connect your Sound Capsule to Wi-Fi through the Companion App?

This article aims to identify and address common causes that might be hindering your connection. By reviewing the following information, you'll be able to diagnose the type of Wi-Fi network you're attempting to access and understand its specific limitations.

Connecting to public Wi-Fi networks (hotels, cafés, etc)

What is a public Wi-Fi network?

A public Wi-Fi network is typically provided by venues such as hotels, cafés, and similar locations. At present, the Sound Capsule does not support the type of Wi-Fi networks commonly found in these public spaces.

Why don't the Sound Capsule support this?

Public Wi-Fi networks often require you to navigate a landing page in your browser, where you might need to enter some details or agree to terms and conditions before connecting. Since the Sound Capsule cannot browse the internet or input text, it cannot interact with these landing pages.

Why does my Sound Capsule appear to be connected, but it won't upload my audio?

It can be confusing when your Space Recorders display shows that the Sound Capsule is connected to Wi-Fi, while you still can't access the internet. This happens because the device does connect to the Wi-Fi network, but it's unable to proceed beyond the landing page. This situation leads to an apparent connection without actual internet access.

Connecting to public Wi-Fi without a landing page

In scenarios where you encounter a public Wi-Fi network that doesn't use a landing page, connecting your Sound Capsule should be seamless and function as usual. In these cases, your device should be able to connect and operate without the restrictions associated with standard public Wi-Fi networks.

Connecting to restricted Wi-Fi networks (work, schools, etc)

What is a restricted network?

For security reasons, most workplaces, schools and similar, have restrictions on who and what can connect to their Wi-Fi network. Many organizations enforce network restrictions for security purposes. These networks, known as restricted networks, limit access to approved users and devices. We can compare it to a VIP list to a party, but instead it's a restricted list only allowing certain websites and services to connect to your Wi-Fi network.

What is a MAC address and how does it aid in connecting to a restricted network?

Currently, the Sound Capsule doesn't directly support connections to restricted networks. However, some of these networks may grant access if a device’s MAC address is registered with them. Follow this guide to identify your Sound Capsule's MAC address

Connecting to a Mobile Hotspot (using your phone or a similar device)

What is a mobile hotspot?

A mobile hotspot is a feature available on most smartphones and some tablets, allowing these devices to share their internet connection. This feature effectively turns your phone or tablet into a portable router, enabling you to connect devices like the Sound Capsule to the internet wherever you have mobile coverage. 

If the connection fails:

• Avoid Shortcuts: Navigate to the Personal Hotspot settings directly from the main Settings app on your phone. Avoid using quick-access shortcuts to ensure a more stable setup. Check if you can establish a connection this way.
• Managing Auto-Off Timers: Some mobile devices, such as iPhones, have a timer that automatically turns off the hotspot feature after a certain period of inactivity or when you navigate away from the hotspot settings page. If you switch to another app, like the Nomono Companion App, your hotspot might deactivate (Unless you are able to connect within this time frame). To work around this, you can use an additional device for the initial setup:
  1. On your phone, go to the hotspot settings page. Turn on your personal hotspot. Stay on this page.
  2. Use a second device and connect to the hotspot you just created.
  3. Navigate to the Companion App and connect the Sound Capsule to the hotspot.
  4. You can disconnect your additional device and close your phone, as you have established connection.

Possible cause for the issue:

If you cannot locate your Wi-Fi connection in the Companion App, it may be because your Wi-Fi router is using a wireless band that is not currently supported by our Space Recorder.

We are actively working on an update to address this issue in the future.

Solution:

We recommend the following.

• For customers in the United States:
  Connect using the 2.4 Ghz band.
  This will provide the best connection compatibility, while you may experience issues with a 5 Ghz band.
• For customers in the UK and EU:
  Connect using the Use the 5 Ghz band.
  This will provide the best connection compability, while you may experience issues with a 2.4 Ghz band.

If you are unsure about what we mean and need further clarification:
Wi-Fi signals are transmitted through two different frequency bands: 2.4 Ghz and 5 Ghz.

• The 2.4 Ghz band provides slower speeds but has a longer range, allowing the signal to reach greater distances throughout your home or location. It is also compatible with older Wi-Fi devices.
• The 5 GHz band offers faster speeds but has a shorter range, meaning you may experience connectivity issues at greater distances or when obstructed by walls or obstacles.

During the initial setup of your Wi-Fi router, you likely had the option to choose between these two wireless bands (2.4 GHz or 5 GHz). Some routers even have the capability to use both bands simultaneously, known as "dual-band" Wi-Fi.

If you are unable to find your wireless network in the Companion App, it may be because the Space Recorder does not currently support your specific wireless band. Therefore, we recommend using the 2.4 GHz band for customers in the United States and the 5 GHz band for customers in the United Kingdom and the European Union.

Are you still unable to connect to a wireless network?

If you have attempted all the solutions provided above and are still experiencing difficulties connecting to Wi-Fi, performing a Hard Reset on your Sound Capsule may help resolve the issue.

→ Guide: Here's a guide on how to hard reset your Sound Capsule.

Need assistance?

If you have any queries, suggestions, or require assistance, our customer support team is always ready to help. Feel free to reach out to us here. We are committed to ensuring you have the best experience with Nomono.