Pod Troubleshooting

There are various reasons why one or more of your pods would appear disconnected or offline.

The entire network is offline.

If you have received an alert from the app stating your network is offline, follow these steps to bring it back up:

1. Unplug the modem from power for at least 30 seconds. 
2. Unplug the gateway pod from power and unplug anything connected to it by Ethernet. 
3. Plug the Ethernet cables back into the gateway pod and into the modem. Plug the gateway pod back into power. 
4. Plug the modem back into power and wait until the modem is fully restarted and its LEDs indicate there is an internet connection. 
5. Wait at least two minutes until the gateway pod's LED stops blinking. 
6. If the gateway pod's LED continues blinking and does not come back online, please contact Midco support.

Single or a few pods are offline.

1. The pod is unplugged or is not receiving any power. 
   • Check if the outlet has power by plugging in another pod or any other appliance to confirm. When pods are first plugged in, the LED should always turn on solid briefly and then start to pulse slowly as it tries to connect to the cloud. Once connected, it will then turn off.  By plugging it back in, you should see a pulse if there is power. 
   • If the outlet is controlled by a switch, make sure no one else is turning it off by accident. 
   • If the outlet is working and the pod's LED does not come on at all when it is first plugged in, this indicates there is something wrong with the pod. Contact Midco support for assistance.
2. The pod is too far away from any other connected pod. 
   • When offline, the LED will slowly pulse as it tries to connect to the cloud. It will continue to do so if it cannot connect. 
   • Move the pod closer to another pod or in the same location as a known working pod. The pod should connect, and the LED will turn off. 
   • Use the pod health indicator to check signal quality. A poor signal is often the reason for pods intermittently going offline. 
   • If it is a range issue, add another pod to your network by contacting Midco support. 
3. There may be an unusual issue preventing your pod from connecting to the rest of the network. Contact Midco support if you suspect something unusual.  
4. If there is no reason the pod cannot connect to another pod, the pod may be defective. Contact Midco support to confirm and set up getting a replacement.

If one of the pods happens to lose connection or is unplugged, the system will reconfigure itself so you don’t lose connectivity.  

Another path will be formed using your other pods to maintain coverage and network health. When the pod that lost a connection is restored, it is automatically placed back into the network. The system will self-optimize to incorporate the pod. 

You can view the connection health of a pod at any time on the Midco Business Wi-Fi Pro app. When an issue arises with the connection health of one of your pods, the app will notify you.

If a pod displays Poor health, and you are noticing an impact on network performance, you can take a few steps to improve its health.

Move pods closer to each other. 

1. Your pods work as a team, so they want to be close enough to communicate with one another. Consider distances around 30 to 40 feet for pods, which can still vary largely depending on the materials used in your business. 
   • Businesses with dense walls need pods closer together than those with lighter construction. 
2. Moving a pod to an opposite wall in the same room can sometimes help create a stronger and more reliable connection for that pod. 
3. Place the pods on the inside walls to build a strong core network to improve performance. 

Hardwire pods to your router or switch. 

If your business is wired and you have available ports that connect back to a switch or router, hardwiring pods to those ports to other areas in your business will improve performance. 

Keep pods in the open and away from metallic objects. 

1. Avoid metal doors or other reflective objects (mirrors, glass) in between your pods. 
2. Avoid obstacles in the way of connecting pods (such as kitchen and laundry appliances, metallic piping and HVAC ducting, metallic waste bins, and industrial equipment). 
3. Do not place large furniture or equipment right in front of the pod. 

Eliminate sources of interference. 

1. Find sources of interference and eliminate them. Consumer electronics, such as baby monitors, cordless phones, video senders, microwaves, medical and industrial equipment and more, can cause interference since they use the same channels used by your Wi-Fi. 
2. Ensure your old Wi-Fi is turned off. 
3. Move your pods further away from sources of interference.