WiFi Compatibility Issues
Last Update:Sep 29 2023 2:18pm • Est. Read Time:Est. Read Time: 3 MINIf you are experiencing issues connecting your WHISTLE™ device to WiFi, or you are having Wifi compatibility issues, there are some things to know that may help resolve the issue.
For Whistle devices with GPS:
SSID
A service set identifier (SSID) is a sequence of characters that uniquely names a WiFi network. An SSID is sometimes referred to as a network name.
1. Using The Same SSID (name) at different Safe Space locations is not supported.
So, if you set up two routers to create two different Safe Space locations, each of those routers must have unique names.
2. Your Pet will be assigned to the initial place that is set-up with that SSID (WiFi) name each time it sees that SSID, regardless of where it is. So, if you use a very generic SSID (like xfinitywifi), and you walk your dog near a house with that same SSID, it could cause the device to think it is in its Safe Place at home. So be sure your SSID is always unique!
For ALL Whistle pet parents and all devices:
Hidden Wi-Fi Networks
If your Wi-Fi network is hidden, your WHISTLE™ device can't see it to communicate with. To keep the Whistle device communicating over Wi-Fi, you must unhide the network.
> If you still need help, most routers have an online configuration page that you can access by typing "[your router manufacturer] settings page" into your browser's search bar. Follow the instructions and log into your settings page using your router’s password. Look for the following settings on your configuration page:
- Internet Protocol (IP) - this will either say IPV4 or IPV6 and refers to the set of rules that standardizes how information is passed from one device to another
- Make sure it is set to **IPV4**. Whistle is not compatible with IPV6 at this time
- Broadcast Frequency - this will say either 2.4Ghz or 5.0Ghz and refers to the speed at which information is sent. It might say “dual-broadcast,” which means it will use both speeds.
- Make sure that **2.4Ghz** is enabled, as this is the frequency Whistle communicates on. Dual\-broadcasting is acceptable, but Whistle will not use solely the 5.0Ghz frequency and will struggle to connect or find your network any time the 5.0Ghz network is available.
- Networking Standard - this is the “version” of networking your router is configured to. It is in the format of “802.11xx,” where the x is either a letter or combination of letters (example: 802.11a/g/n)
- Must be set to WPA2 and not WPA3
- Using advanced mesh network routers (such as eero) typically have WPA3 security settings. Users may experience difficulty in connecting their Whistle device, and it is recommended to turn off WPA3. *See below for more on mesh networks
- Make sure it is set to **b, g, or a/b/g**. Whistle currently does not use any other networking standards, so make sure not to use a \(by itself\), n, or ac
- Special characters in your Wi-Fi password- Whistle cannot currently support special characters such as "!@#$%^&*" in passwords.
Those settings are the most common for causing compatibility issues, and ensuring they are set properly should allow your Whistle to connect.
If needed, you can contact your Internet Service Provider for further answers to these questions, and for assistance in making any necessary adjustments so that your tracker can connect.
A note about mesh networks: There is currently no standardization for mesh networks, and many are prone to latency issues. This can affect the communication between your Whistle device and the Whistle app. While many pet parents may have no connection issues, due to the characteristics of mesh networks we cannot guarantee that your Whistle device will be compatible with your mesh network. Please contact support@whistle.com or your ISP for more information