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Troubleshooting Vector's Connection

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 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
  9. Vector App Can't Find Vector via Bluetooth
  10. Enabling Bluetooth on your device
  11. Enabling Wi-Fi on your device
  12. Why Vector needs a 2.4 GHz network
  13. Creating a 2.4GHz network

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
  • Clear User Data
  • Reboot your smart device
  • Check for interference, or move Vector away, from other devices using Bluetooth or WiFi such as microwaves, baby monitors, digital cordless telephones. If possible, attempt setup in a different location
  • Test with a Verified Device
  • If this does not solve the issue, please Contact Us using the Contact link at the top of the page or by emailing support@anki.bot.

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

  • Make sure you press the green circle on the LED strip back button hard - you should hear it click
  • Reboot Vector via Recovery Mode
  • Clear User Data
  • Reboot your smart device
  • If this does not solve the issue, please contact Customer Care

 

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
  • Clear User Data
  • Reboot your smart device
  • 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 "Netgear 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://conncheck.api.anki.bot/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:
    • conncheck.api.anki.bot
  • Depending on your device, please pick one of below options to check this:
  • If this DNS lookup does 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 "Netgear 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.

9. Vector App Can't Find Vector via Bluetooth

When you receive the error "Vector App Can't Find Vector via Bluetooth," this is usually an easy fix with a few common root causes.

Causes:

  • Vector is not in Pairing Mode
  • Bluetooth is not enabled on the mobile device
  • The Vector Robot app does not have access to Bluetooth permissions

Resolutions:

  1. Make sure Vector is in Pairing Mode:
    1. Place Vector on his Charger (Note: The Charger must be plugged in and powered according to these requirements.)
    2. Double tap his Back Button (This button is on Vector's LED strip on his back. The button will make an audible click when pressed correctly.)
    3. An icon of a key with 6 pound signs ("######") will appear on his screen.
    4. Click "Reconnect."
    5. When the PIN appears on Vector's screen, enter it into the app to continue with setup.
  2. Enable Bluetooth on the mobile device:
    1. Follow the steps in Enabling Bluetooth On Your Device
    2. Click "Reconnect."
    3. When the PIN appears on Vector's screen, enter it into the app to continue with setup.
  3. Make sure the Vector Robot app has permissions to access Bluetooth on your device:
    1. Instructions for iPhone:
      1. Scroll through your Home screens to find the "Settings" app, then click on it to enter the Settings menu for your device.
      2. Scroll all the way to the bottom of the Settings menu, and find the "Vector Robot" app. Click on it to enter the app's Settings submenu.
      3. Under "Allow Vector Robot to Access", make sure that the "Bluetooth" and "Local Network" sliders are positioned to the right and that they appear green. If they are turned off, turn them on.
      4. Retry the connection to Vector.
    2. Instructions for Android:
      1. Find the Settings app (this will vary by software setup and phone manufacturer):
        1. If you have an App Drawer:
          1. Locate the App Drawer button at the bottom of the screen.
          2. Click the App Drawer icon.
          3. Rotate through App Drawer screens until you find the Settings app.
          4. Click the Settings icon to enter the Settings app.
        2. If you do not have an App Drawer:
          1.  Rotate through your Home screens to find the Settings icon.
          2. Click on the Settings icon to enter the Settings menu.
      2. Locate the "Apps" menu and enable permissions for the Vector Robot app:
        1. Scroll down in the Settings menu until you find "Apps." Click to enter the Apps menu.
        2. Scroll down until you find "Vector Robot", or enter "Vector Robot" into the search if you have a search function in this menu.
        3. Click on the "Vector Robot" entry.
        4. Click "Permissions."
        5. Click on each entry under the "Not Allowed" section and enable any permissions that were not allowed at install.
          1. Note: We use "Location" to run Wi-Fi scans as required by the Android permissions system. We do not collect a precise GPS location from the device for any reason.
          2. Note: We use "Files and Media" to export photos from Vector's camera and save them to your device.

10. Enabling Bluetooth on your device

The Vector Robot app uses Bluetooth technology to communicate between Vector and your mobile device. Bluetooth is required to be enabled on your mobile device or tablet to connect to Vector. Without Bluetooth enabled, you won't be able to set Vector up or connect with him using your device after setup.

Please Note: You will not be able to see Vector in the Bluetooth menu of your device. You may see his Cubes, but they cannot be paired to. The Vector Robot app handles all Bluetooth communication and pairing with Vector through the Bluetooth Settings screen is not necessary.

Instructions for iPhone

From the Home screen:

  1. Scroll through your Home screens to find the "Settings" app, then click on it to enter the Settings menu for your device.
  2. Find "Bluetooth" in the menu. Click on "Bluetooth."
  3. Drag the slider to the right so that the slider is green.

    Enabling Bluetooth on iOS 15

Instructions for Android

From the Home screen:

  1. Find the Settings app (this will vary by software setup and phone manufacturer):
    1. If you have an App Drawer:
      1. Locate the App Drawer button at the bottom of the screen.
      2. Click the App Drawer icon.
      3. Rotate through App Drawer screens until you find the Settings app.
      4. Click the Settings icon to enter the Settings app.
    2. If you do not have an App Drawer:
      1.  Rotate through your Home screens to find the Settings icon.
      2. Click on the Settings icon to enter the Settings menu.
  2. Find the "Bluetooth" menu. This could be under its own dedicated section, or could be under the "Networks" menu.
  3. Drag the "Bluetooth" slider to the "On" position.

11. Enabling Wi-Fi on your device

The Vector Robot app uses Wi-Fi technology to communicate between Vector and your mobile device. Wi-Fi is required to be enabled on your mobile device or tablet to connect to Vector. Without Wi-Fi enabled, you won't be able to set Vector up or connect with him using your device after setup.

Please Note: You will not be able to see Vector in the Wi-Fi menu of your device. You may see his Cubes, but they cannot be paired to. The Vector Robot app handles all Wi-Fi communication and pairing with Vector through the Wi-Fi Settings screen is not necessary.

Instructions for iPhone

From the Home screen:

  1. Scroll through your Home screens to find the "Settings" app, then click on it to enter the Settings menu for your device.
  2. Find "Wi-Fi" in the menu. Click on "Wi-Fi."
  3. Drag the "Wi-Fi" slider to the right so that the slider is green.

Instructions for Android

From the Home screen:

  1. Find the Settings app (this will vary by software setup and phone manufacturer):
    1. If you have an App Drawer:
      1. Locate the App Drawer button at the bottom of the screen.
      2. Click the App Drawer icon.
      3. Rotate through App Drawer screens until you find the Settings app.
      4. Click the Settings icon to enter the Settings app.
    2. If you do not have an App Drawer:
      1.  Rotate through your Home screens to find the Settings icon.
      2. Click on the Settings icon to enter the Settings menu.
  2. Find the "Wi-Fi" menu. This could be under its own dedicated section, or could be under the "Networks" menu.
  3. Drag the "Wi-Fi" slider to the "On" position.

12. Why Vector needs a 2.4 GHz network

Why does Vector only use a 2.4 GHz network? 

  • The 2.4 GHz standard is supported by most home networks
  • A 2.4 GHz network consumes less power
  • It also extends over a broader range

How do I know if my router supports 802.11n 2.4 GHz?

  • Most residential routers support the 802.11n GHz band but you can verify this in your router manual or on the manufacturer's website
  • Above information will also indicate if your router is single (supporting 2.4 GHz or 5 GHz) or dual band (supporting both frequencies)
  • A dual band router may broadcast two separate networks (that you can see with your device) or it may only broadcast one network for both bands

How do I know what frequency my network is on?

  • Often, in the WiFi settings of your smart device, the Network Name (SSID) may indicate what frequency the network is on
    • the name may include 2.4 Ghz, 2.4, 24G, 24 e.g. Digital2.4G
    • the name may include 5 GHz, 5G or 5 e.g. Digital5G
  • If you use an Android device, you can simply see the frequency in your WiFi Settings (tap on the network) but this is not possible on iOS devices
  • To determine the frequency of SSIDs that have been renamed "Guest" or other, you will need to log in to your router's settings. Your Internet Service Provider (ISP) will be able to advise how if you need help

What can I do if my router is dual band? 

If your router is dual band and broadcasting a single network (and Network Name) for the 2.4 GHz and 5 GHz bands, you may need to access your router settings to split the bands and give them separate names (e.g. "Network 2.4" vs "Network 5") to make it more easy for your Vector and device to connect to the same 2.4 GHz band. You may find more information in your router manual.  

13. Creating a 2.4GHz network

Vector currently supports a 2.4GHz a/b/g/n Wi-Fi network. If your network does not have a 2.4GHz band, then adjustments to your network will be required. Since instructions for this process vary widely depending upon your router's make and model, ANKI suggests the following steps:

  1. If you rent or lease your router from your Internet Service Provider:
    1. Call your Internet service provider and ask them to create a 2.4GHz band on your network and split the 2.4GHz and 5GHz bands into different "SSIDs", or network names.
  2. If you own and operate your own router:
    1. Refer to your router's User Manual for creating a 2.4GHz band for your network or making other configuration changes.
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