No internet connection

This article discusses some common network problems encountered when installing Neat devices which cause the device to produce a “No internet connection” error. The article has been split into 3 different setup environments where devices are either connected via a Wired connection, Wireless or a mixture of both (e.g. in the case of a Bar/Bar Pro + Pad). Finally, we will provide tips on how you can troubleshoot the network to confirm if you are running into a specific issue.

Contents

1. Prerequisites
2. Neat device(s) connected via ethernet
3. Neat device(s) connected via wifi
4. Neat device(s) connected via ethernet and Wi-Fi
5. How to Troubleshoot most common sources of ‘No Internet Connection’

1. Prerequisites

• Before proceeding to the next section, please familiarise yourself with the network and firewall requirements in the following article. This article assumes you understand the network parameters such as DHCP, NTP, Option 42, mDNS etc. requirements: https://support.neat.no/article/network-and-firewall-requirements-for-neat/
• How to factory reset: https://support.neat.no/article/how-to-factory-reset-a-neat-device/

2. Neat device(s) connected via ethernet

Symptom: “No Internet Connection”

1. Confirm the device is receiving an IP address by pressing the Reset button on the back once or pressing Network settings as shown in Figure 1. If no IP address is present please see Section 5.1 below.
2. From a computer on the same subnet as the Neat device, ping the IP address assigned.
3. Check the NTP server is present and not highlighted in yellow. If it is, please see Section 5.2 below.
4. If the NTP is being reached but the status shows “Connected” in orange, then the issue could be that the Neat device fails to reach ota.neat.no our updated cloud server. Please see section 5.2 on how to check if ota.neat.no can be reached.

3. Neat device(s) connected via wifi

Symptom: “No Internet Connection”

1. Confirm the device is receiving an IP address by pressing the Reset button on the back once.
2. From a computer on the same subnet as the Neat device, ping the IP address assigned.
3. From your smartphone or computer, check the WiFi signal strength is strong enough.
4. Check the NTP server is present and not highlighted in yellow. If it is please see Section 5.2 below.
5. If the NTP is being reached but the status shows “Connected” in orange. Then the issue could be that the Neat device fails to reach ota.neat.no our updated cloud server. Please see section 5.2 on how to check if ota.neat.no can be reached.

4. Neat device(s) connected via ethernet and Wi-Fi

Symptom: “No Internet Connection”

1. Confirm the device is receiving an IP address by pressing the Reset button on the back once.
2. From a computer on the same subnet as the Neat device, ping the IP address assigned.
3. From your smartphone or computer, check the WiFi signal strength is strong enough.
4. Check the NTP server is present and not highlighted in yellow. If it is please see Section 5.2 below.
5. If the NTP is being reached but the status shows “Connected” in orange. Then the issue could be that the Neat device fails to reach ota.neat.no our updated cloud server. Please see section 5.2 on how to check if ota.neat.no can be reached.

5. Common Sources of ‘No Internet Connection’

5.1 Troubleshooting no IP address

If the device is not receiving an IP address:

1. Check if the port is active (i.e plug a different device/laptop into that port and check if it receives an IP address)
2. Check with your Network Team to confirm the device has to be Whitelisted by MAC address.
3. Check with your Network Team to confirm no additional security measures such as 802.1x need to be implemented.

5.2 How to check ota.neat.no can be reached

1. Connect a laptop to the same subnet as the Neat device.
2. Open a web browser and type: https://ota.neat.no/stable.json
3. If it works, please check the padlock button on the URL to see the details of the certificate and if a local CA is being used or not. If an SSL proxy is used, it is possible that your laptop has the internal CA already installed in its trust store but the Neat device doesn’t.