Poor Wi-Fi Network Signal Strength

• If your Wi-Fi Network Signal strength is poor, you will be advised through an Alert in the Purezone App that your network signal is weak. 
• You can check your Wi-Fi network signal strength in the app: How do I check my Purezone Network Connection Status?  
• Refer to this Help article for guidance to improve the signal strength of your Wi-Fi network signal:  "Wi-Fi signal is weak" Alert, what should I do?

Good Wi-Fi Network Signal Strength

• If you have good network signal for your Purezone, but you experience frequent disconnects from your home Wi-Fi, there may be an issue with your home network setup.
• When a Purezone device has good network signal (RSSI) but frequently disconnects from Purezone servers or fails to upload data to Purezone servers, this is usually caused by one or more of the following reasons.

Router type – Mesh Routers

• Purezone is compatible with Mesh Networks.  Mesh routers use a single SSID that broadcast both 2.4Ghz and 5Ghz signals.  The Purezone like all iOT devices only operates in the 2.4Ghz range.  The Purezone works best when it is connected to a dedicated 2.4Ghz network.
• Some Mesh routers may disconnect the Purezone device from the 2.4Ghz signal when they find a stronger signal even if it is in the 5Ghz band.  When this occurs, the Purezone disconnects and may be unable to reconnect to your network when it is time for the next scheduled water measurement. 
• If you have a mesh network and experience frequent disconnects, you can take steps to resolve the issue.  Please refer to the Mesh Network Help article.

ISP (Internet Service Provider) DNS issue

DNS or Ad-Block issues are rare, but some users with specific router models with certain ISPs may experience these issues.  DNS or Ad-Block issues with your local network setup may occur if:

• The ISP modem/router provided to you by your ISP has default DNS settings that block data uploads to Purezone's servers:  pod-server.waterguru-prod.com, pod-server.prod.waterguru-api.com, s3-us-west-2.amazonaws.com 
  • Note:  Some customers with newer models of Cox and Comcast Xfinity routers have experienced this issue. 
  • Comcast default DNS servers 75.75.75.75 and 75.75.76.76 should be changed if possible to use Google or other Public DNS servers to prevent this issue from occurring.  See below for instructions. 
  • If you are subscribed to Comcast Business and experience this issue even after changing your DNS servers, you may need to disable their cloud-based SecurityEdge service. The SecurityEdge service can be removed by contacting Comcast Business Loyalty Department at (800) 391-3000.
• You have made changes to your router:
  • You have enabled port blocking on your router
  • You have modified the default DNS of your ISP router
  • You have configured pi-hole as your DNS server
  • You have configured pi-hole to block in-App advertisements for your local network
  • You have configured your router to block Purezone's servers:  pod-server.waterguru-prod.com, s3-us-west-2.amazonaws.com 

Here is how to resolve:

Change your ISP’s router’s default DNS settings to use Google or other Public DNS servers.  Refer to your ISP's router User Guide or Technical Support for assistance.

• Google Public DNS
  • Primary, secondary DNS servers: 8.8.8.8 and 8.8.4.4
• OpenDNS
  • Primary, secondary DNS servers: 208.67.222.222 and 208.67.220.220
• Cloudflare
  • Primary, secondary DNS servers: 1.1.1.1 and 1.0.0.1

If you have enabled pi-hole, disable pi-hole as your DNS server

If you have enabled port blocking on your router, disable port blocking