Troubleshooting Tips
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      1. Perch User Guide
      2. Troubleshooting Tips
      3. Troubleshooting Tips

      Wifi Issues

      In the Perch system, both the tablet and camera need to be connected to WiFi. As a reminder, please review our system diagram here.

      Tablet Wifi

      For issues regarding tablet WiFi, please consult your tablet manual or any online documentation that the manufacturer provides. We do not manufacture tablets and thus are not capable of helping you troubleshoot these issues.

      When you have tablet WiFi issues while using the Perch app, we will let you know via one of several error messages. These will be obvious. You will then just need to go into your tablet settings and reconnect WiFi. Losing WiFi during a session will interfere with the data that gets uploaded.

      Camera Wifi

      This article will mainly cover issues related to the WiFi on the camera. 

      When you have Wifi issues with the camera, we will let you know in one of several ways:

      • Connectivity screen. Learn more about this screen here (Step 5) The cloud and WiFi symbols should be green. If either one of them is red. You are experiencing WiFi issues.
      • If the tablet or camera loses connection at any point, you will see various warning messages in the Perch app pop up asking you to reconnect.

      If either of these are happening, below are some steps you can take to troubleshoot these issues:

      1) Make sure you are on a supported network

      • We do not support networks with "web portals."
      • We do not support WEP networks
      • We generally don't do well with eduroam networks. 
        • If you are a college campus with an eduroam network, typically there will be a secure network that you can access by registering the MAC address of the camera on this network. You can find the MAC address via the Connectivity Screen on the tablet app (button in bottom left of app) or through the Control Center in the Web App.

      Please visit this article for more details.

      2) If you are on a supported network, and the device still won't connect:

      1. Try again, make sure password / security settings are correct. If this doesn't work:
      2. Go into "Settings" in the Perch tablet app. Click "Perch Device WiFi." A modal will pop up. You will see a tab that says “Manage Networks." Open this tab. Click the network that is not working. Remove the network from saved connections. Try to connect to this network again. If this does not work move onto step 3.
      3. Reboot the camera system and try again. If still no change, move to step 4.
      4. Try a different network that is accessible in your weight room:
        • If this network works, then we know the camera works and the issue is with your WiFi network.
        • If this network does not work, proceed to step 5.
      5. Try a mobile hotspot via your smart phone.
        • If this network works, then we know the camera works and the issue is with the interaction between the camera and the WiFi network.
        • If this network does not work, please contact Perch for additional help and prepare to put us in touch with your IT department.

      3) If you were able to get the camera connected to WiFi, but not on a network that is viable (e.g. phone hotspot)

      1. Try moving the camera closer to a network router. It could be a signal strength issue. 
      2. If that does not work, please contact Perch and prepare to put us in touch with your IT department.