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Secure Device Issues

Employees unable to connect to a Secure Zone device? Does a device have a duplicate Wi-Fi network? Do you need to connect a 2.4 GHz-network compatible device? You're in the right place for answers!

If you need help with limiting network access for new devices, creating device groups, adding or blocking devices, and assigning devices to device groups, visit our Secure Device Support page.

Why can’t my employees access unblocked devices in the Secure Zone?

When a Secure Zone device has been blocked, it is automatically removed from its assigned group. Once the device is unblocked, it will need to be added back to its previous group to resume being shared with employees as part of the group. 

What do I do if a device shows a duplicate SSID (Wi-Fi network name)?

Our pods are each broadcasting a copy of the Wi-Fi network name (SSID), and most Wi-Fi devices, such as your phone and computer, are smart enough to understand that this is the same SSID and only show it once. 

Occasionally, a device lacks the networking intelligence to understand when multiple access points offer the same Wi-Fi network name (SSID). These devices will sometimes display multiple copies of the same network name (SSID). 

Check with the device manufacturer for firmware or driver updates. If a signal strength indicator is shown, select the Wi-Fi name with the highest signal. Otherwise, select any of the Wi-Fi network names to connect your device to the network. 

Some known devices with this issue: 

  • Wemo 
  • Dish Hopper 
  • Amcrest IP2M-841 
  • Foscam F19821 

Are 2.4 GHz-network compatible devices able to connect?

Yes. Many devices state they are only compatible with 2.4 GHz networks or may prevent you from connecting them if your mobile is currently connected on 5 GHz. Usually, these devices tend to be IoT devices that require you to use their app to set up the Wi-Fi connection for the device. 

Most of these devices will connect without issue. However, since Midco Business Wi-Fi Pro SSIDs broadcast on both 2.4 GHz and 5 GHz simultaneously, you may run into a situation where some of these devices are unable to join your network because of their simplified Wi-Fi implementation.

How can I get 2.4 GHz-network compatible devices to connect?

Contact Midco Support

Text, chat or call our team for help. We may be able to force your mobile device to connect on 2.4 GHz temporarily, so you can complete the IoT device setup. Depending on how many of these devices you intend to connect, the process may take a bit of time and cannot be completed over email.

Complete Setup with a 2.4 GHz-Only Mobile Device

Since your mobile device is connected on 2.4 GHz, you can sometimes use a 2.4 GHz-only mobile device to run the device's Wi-Fi Pro app to complete setup. Once set up, you can usually continue to operate the device using your regular mobile.

Android users can force the device to connect at 2.4 GHz.

  1. Download and install Wifi Analyzer by Farproc on the Android device.
  2. Forget the Midco Business Wi-Fi Pro network on the Android device.
  3. Move closer to the IoT device being installed.
  4. Open the Wifi Analyzer app and swipe right until you get to the AP List page or use the VIEW button on the top of the screen. Then select the AP List.
  5. In the list, you will see several SSIDs (network names). Tap on the Secure Zone SSID. This will display a list of all the pods broadcasting on all the different bands.
  6. Connect to the strongest one broadcasting on a 2.4 GHz channel (1,6,11). Choose Connect.
  7. Enter the Secure Zone password.
  8. Your device will connect to that pod on 2.4 GHz. You should now be able to set up that IoT device without the app giving you an error.
  9. Once all the nearly IoT devices are connected, forget the network on your Android device. This step is important since your device will stay connected to the BSSID on this pod and not roam.
  10. If you have other devices to connect to Wi-Fi Pro, repeat steps 3-9 until they are all set up. If no other devices need to be connected, proceed to step 11.
  11. After all other devices are set up, forget the network once again and connect your Android device back to the Midco Business Wi-Fi Pro network as you usually would.

Note:  Since you are connecting each device using the BSSID of a particular with this method, you may have to repeat this process if you ever relocate the device or its respective pod.

Set Up A Twin Network

A twin network can be set up using a Windows computer, an Android phone or an old wireless router. The device can learn the network information to connect automatically later. You must use the exact same SSID (network name) and password. Then configure this hotspot on 2.4 GHz. 

Windows Computer Mobile Hotspot Configuration
  1. Select the Start button, then select Settings > Network & Internet > Mobile hotspot. 
  2. Go to the Edit button. 
  3. On the Network name, add the same name as the one being used for your Wi-Fi Pro network zone. 
  4. On the Network password, add the same password as the one being used for the correct zone. 
  5. Network band should be set to 2.4 GHz and then click Save. 
  6. Turn on the Mobile Hotspot. 
Android Mobile Hotspot Configuration
  1. Swipe down from the top of the screen. 
  2. Look for the Hotspot option. If you don’t find Hotspot, tap Edit or the Pencil icon at the bottom and drag Hotspot into your Quick Settings. 
  3. Long press over the Hotspot icon to access the settings.  
  4. Once on the Hotspot & Tethering menu, you can access the Wi-Fi hotspot section. From this menu, you should edit hotspot information: 
    • Hotspot name: Exact same name as the Plume network zone 
    • Security: WPA2 PSK 
    • Hotspot password: Exact same password used for the zone of the Wi-Fi Pro network 
  5. Click on Advanced. 
  6. Make sure the AP Band has been set to 2.4 GHz. 
  7. Turn on the Hotspot. 
Wi-Fi Router Configuration
  1. Access your router GUI (graphic user interface). This is usually done by typing the IP address of the router on a web browser. 
  2. Configure the SSID (network name) using the exact same name as your Wi-Fi Pro network zone. Then enter the password. 
  3. Go to the Wi-Fi or Wireless section and disable the 5 GHz frequency leaving only the 2.4 GHz frequency enabled.   
  4. Make sure the network is now up. 

Note: This configuration will vary depending on the model and brand of the router. You can check the router manufacturer manual for further information on how to perform the configuration.

Once the twin network is up and running:

  1. Go to the Wi-Fi Pro app. You will need to add one extra character to the network name (usually adding a number 1 after the network name works). Then click Done. 
    • Important note: Once you save the changes, this will cause all the devices connected to the Wi-Fi Pro network to disconnect from it and then automatically connect to the twin network. 
  2. Confirm that the phone with the IoT device app installed on it has successfully connected to the twin network. 
  3. Proceed with the onboarding of the IoT device. 
  4. Once the IoT device has been successfully configured, go back to the Midco Business Wi-Fi Pro app and then change the network name back to how it was before the change. Then click Done. 
  5. Turn off the Hotspot. This will cause the devices to automatically disconnect from the twin network and connect back to the Wi-Fi Pro network, including the IoT device that was just configured.