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OX Wi-Fi Troubleshooting

Having issues connecting OX to your Wi-Fi network? The first step is to make sure that your Wi-Fi network is compatible with OX. See the compatibility notes below.

 

OX Wi-Fi Compatibility Notes

  • OX requires a 2.4 GHz Wi-Fi connection (5 GHz bands are incompatible)
  • Wi-Fi networks that require both a username and a password are incompatible
  • Wi-Fi networks with a paywall are incompatible (such as those found in hotels, coffee shops, airports, etc)
  • Wi-Fi networks with a backslash ( \ ) in the network name are incompatible
  • Wi-Fi networks with passwords that are less than 8 characters are incompatible (password must be between 8 and 63 characters, letters and numbers only, to comply with WPA2 standards )
  • Additional configuration may be required for routers that implement IP address / MAC address filtering (contact your router manufacturer for assistance)

 

Troubleshooting Wi-Fi

If your Wi-Fi network is compatible but you're still having issues connecting OX, try the troubleshooting steps below:

  • Close and reopen the OX app
  • Reboot the computer / iPad and OX
  • OX Wi-Fi Reset
  • Move OX closer to the Wi-Fi router
  • Reboot the Wi-Fi router
  • Try a different Wi-Fi network (if another compatible network is not available, a mobile Wi-Fi hotspot via a cell phone can be used)
  • If using a Wi-Fi extender, make sure both OX and your computer / iPad are connected to the same access point (i.e., if your computer / iPad is connected to the extender make sure OX is also connected to the extender) 

 

Windows Computer Wi-Fi Reset

With Windows 10 computers, if the “Unable to find your OX” status text appears after pushing the orange “Find My OX” button within the OX app (as shown in the “Status Text” area in screenshot below):

  1. First, follow the main instructions on the screen (#1 in screenshot below). Pairing the computer to OX’s built-in Wi-Fi hotspot or an external Wi-Fi network is part of the normal setup process, as described in the OX Registration Procedure.

  2. If step one is unsuccessful, click the disclosure triangle to expose the gray “Reset Computer Wi-Fi” button, then click the button to initiate the reset (#2 in screenshot below). After a few moments, updated status text will appear below the orange Find My OX button. Follow the updated instructions in the status text area to complete the pairing process.

ox-windows-wifi-reset_4x.png
Windows OX app screen text when the computer doesn’t recognize OX’s Wi-Fi hotspot

 

Windows Wi-Fi Reset Background

Pairing Windows computers to OX can require extra Wi-Fi setup steps if system-level software installed by certain third-party (non-Microsoft) programs is on the computer. You may need the extra steps if Apple iTunes, PACE iLok, or other software that uses zero-configuration networking protocols such as Bonjour has been installed.

To pair the computer to OX in this case, the computer’s Wi-Fi needs to be reset in order to recognize OX’s built-in Wi-Fi hotspot. The OX app can perform the computer Wi-Fi reset when needed, but the reset must be manually initiated from within the OX app.

 

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