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TROUBLESHOOTING VECTOR’S CONNECTION

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Customer Care
Updated

Connections can be complex, especially those involving Vector, a WiFi Access Point, internet and Cloud connection and a smart device. It is possible any of these connections may fail. Please also keep in mind that Vector is a home robot and not suitable for complex network and firewall settings.

 

Learn in this FAQ how to set Vector up.

 

Learn below some scenarios where Vector may have issues connecting and how to troubleshoot them.

Sections:

  1. Basic requirements
  2. I am having trouble pairing Vector via my smart device’s Bluetooth
  3. I have paired Vector via my smart device’s Bluetooth but cannot connect to WiFi
  4. Checking Anki Cloud Availability
  5. Vector shows 3 teal lights when booting
  6. Vector shows 3 blue lights when booting
  7. Vector's Operating System takes more than 15 minutes to download
  8. Finding Vector’s MAC address

1. Basic requirements

  • Ensure your smart device is on the latest OS version
  • Ensure you have downloaded the latest Vector app
  • Ensure your smart device's Bluetooth and WiFi are enabled
  • Enable location services on your smart device

 

2. I am having trouble pairing Vector via my smart device’s Bluetooth

 

Subsections:

 

I am searching for Vector; my phone cannot find him

 

Issues

  • I get a "The Vector app could not find your Vector via Bluetooth" message
  • I get a persistent "Searching for Vector" message

Troubleshooting

  • Verify that Vector is fully back in his charger
  • Verify that Vector has fully booted
  • Vector should show one of these if fully booted:
    • Anki.com/v
    • Mobile phone icon
    • Face
  • Reboot Vector via Recovery Mode and Erase User Data
  • Reboot your smart device
  • Check for interference, or move Vector away, from other devices using BLE or WiFi such as microwaves, baby monitors, digital cordless telephones. If possible, attempt setup in a different location
  • Test with an Anki Verified Device
  • If this does not solve the issue, please contact Customer Care

 

My phone “found” Vector but pressing the button twice does not do anything

 

Issue

  • I can’t get past the “Quickly press the button on his back TWICE” message.

Troubleshooting

Pairing_Mode_v01_small.gif

 

3. I have paired Vector with Bluetooth but cannot connect to WiFi


Subsections:

 

Picture2.png   Picture1.png

 

I can’t connect when selecting the SSID from the list of available networks that Vector can see

 

Issue

  • The list of networks Vector sees does not list the network you are trying to connect to.

Troubleshooting

 

Issue

  • Vector sees the desired SSID but when selecting it, the network list always goes blank or the app crashes.

Troubleshooting

 

I get a “Can’t connect to WiFi” message when tapping “Join network”

 

Issue

  • “Can’t connect to WiFi” message.

IMG_5141.PNG

Troubleshooting

  • Verify you are inputting the correct network password
  • Move Vector closer and further away from the router and try again to “join network”
  • Verify that your WiFi network supports and has activated 802.11n 2.4GHz. Learn how in this FAQ
    • Networks requiring additional login (“Captive Portals”) are not supported (e.g. Academic, Corporate, Hotels, Airport WiFi, Shopping Centers, etc.)
    • Running the Vector app on a device that is acting as Vector’s WiFi network (Hotspot, tethering, etc.) is not recommended. We strongly recommend you connect Vector to an infrastructure network
    • Whitelist Vector’s MAC address in your router’s Access Controls. Find the MAC address in the CCIS - see below steps
  • Reboot Vector via Recovery Mode and Erase User Data
  • Reboot your smart device
  • If this does not solve the issue, please contact Customer Care

 

I joined the network but “Can’t reach Anki”

 

Issue

  • I get a “Can’t reach Anki” message.

Troubleshooting

  • Move Vector closer and further away from the router and try again to “join network”
  • Verify that your WiFi network supports and has activated 802.11n 2.4GHz. Learn how in this FAQ
    • Networks requiring additional login (“Captive Portals”) are not supported (e.g. Academic, Corporate, Hotels, Airport WiFi, Shopping Centers, etc.)
    • Do not use a proxy
    • Turn off VPN
  • Reboot Vector via Recovery Mode and Erase User Data
  • Reboot your smart device
  • Follow the Anki Cloud availability troubleshooting steps to ensure your network and device can reach Anki servers
  • Whitelist Vector’s MAC address in your router’s Access Controls. Find the MAC address in the CCIS - see below steps
  • If this does not solve the issue, please contact Customer Care

 

I downloaded the OTA and Vector rebooted

 

Issue

  • I get a "Vector and device need to be on same WiFI" message.

Troubleshooting

  • Move Vector closer and further away from the router and try again to “join network”
  • Verify that your WiFi network supports and has activated 802.11n 2.4GHz or split the network name if you have a dual band router to ensure that Vector and the device are looking for each other on the same 2.4GHz band. Learn more in this FAQ
  • Reboot your router
  • If on your WiFi access point, you have any privacy separator enabled, please disable since it prevents your device communicating with Vector
    • this may be named "AP isolation" on an Asus router
    • if you have a NetGear router, access control should be enabled if "neither net genie" is installed
    • other routers may have similar settings
  • If this does not solve the issue, please contact Customer Care with a picture of your router’s label showing make and model

 

Vector connected fine but now disconnects

 

Issue

  • Vector disconnects and I see one of these icons:

Picture2.png  Picture1.png

Troubleshooting

  • Check for interference, or move Vector away, from other devices using BLE or WiFi such as microwaves, baby monitors, digital cordless telephones
  • Powercycle Vector and Clear User Data to force Vector to reconnect
  • If you see the Cloud Issue icon please follow these steps
  • If this does not solve the issue, please contact Customer Care

 

4. Checking Anki Cloud Availability

Check if Anki’s Cloud is available and accessible from your device’s location:
  • Enter “https://ota-cdn.anki.com/ok” into a browser on the same WiFi network as Vector
  • If a file containing “OK” downloads, the Cloud is available and accessible from your device’s WiFi network


Check that your network can access the Anki cloud services from the device you use with Vector:

  • Some DNS (Domain Name System) and parental control services may block certain services so we need to make sure your device can access:
    • accounts.api.anki.com
    • session-certs.token.global.anki-services.com
  • Depending on your device, please pick one of below options to check this:
  • If these DNS lookups do not work, consider configuring your router to use a Public DNS Service like:
    • Google 8.8.8.8, 8.8.4.4
    • CloudFlare 1.1.1.1, 1.0.0.1

5. Vector shows 3 teal lights when booting

 

Troubleshooting

  • If on your WiFi access point, you have any privacy separator enabled, please disable since it prevents your device communicating with Vector
    • this may be named "AP isolation" on an Asus router
    • if you have a NetGear router, access control should be enabled if "neither net genie" is installed

 

 

6. Vector shows 3 blue lights when booting

 

Troubleshooting

  • Verify that your device’s software is up to date

 

 

7. Vector's Operating System takes more than 15 minutes to download

 

Troubleshooting

 

8. Finding Vector’s MAC address

 

Use the Customer Care Info Screen (CCIS) to find Vector’s MAC address.  

  • Place Vector on his charger and plug the charger in
  • [If Vector is booting up, wait for the “V” to finish]
  • Double click Vector’s Back Button
  • Raise and lower Vector’s lift
  • Lower and raise Vector’s head
  • Press his Back Button twice

Vector will exit from the CCIS menu automatically after 3 minutes.

CONTACT CUSTOMER CARE