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Wi-Fi and connection issuesUpdated 13 days ago

Common issues with connecting to Wi-Fi

If your player is unable to connect to Wi-Fi or hasn't been set up yet, you will see the white face icon on the display. 

Wi-Fi issues

Password

Ensure your network password doesn't contain special characters (such as an apostrophe for example).

Signal strength
Your player needs a decent Wi-Fi signal to function properly, especially during setup. If you have been having issues connecting during set up, try moving the player closer to your router

Wi-Fi band (2.4GHz vs. 5GHz)
Your player requires a 2.4GHz Wi-Fi band to operate. This is the standard and common band that all routers support. Make sure your router hasn't been configured to use 5Ghz band only, as this will prevent the player connecting.

Wi-Fi channel
Sometimes Wi-Fi channels can become congested. A router reboot will free up channels so try a router reboot before anything else. If you are still having connection issues, try changing the Wi-Fi channel that your router operates on (see your router instructions on how to do this).

Connection to the internet
It is possible for your player to connect to your Wi-Fi router but not to the internet. In this case, the player will display a green face icon. If this happens, check your internet connection and try restarting your router.

Tip: For our Players, as with many other electronic devices, some problems can be resolved by turning the player off and turning it on again.

If the app loses connection to the player during setup

If the app loses connection to the player (after it connects to the player over the Yoto_xxx network) you may see no wifi networks returned to select from or a red cross on the player. In this instance you can try setup again but this time connect via your phone settings as follows:

When you get to the screen asking to join the Yoto_xxx network, don't tap anything, instead go to phone settings -> wifi and connect to the network there. Wait 5-10 seconds until confirmed connected (and the letters go green on the player) then return to the app. Again don't tap anything, wait until the phone automatically progresses to the next screen where you can choose your network and complete setup.

Setup error codes in the app

If you see an error code in the setup process, usually a 4 letter code (see below), you can troubleshoot as follows. If there is no error code or your error code is not one of these, get in contact with us at [email protected]

AUTH

There are 4 possible reasons for the AUTH error code:

  • The wifi password supplied in setup is incorrect
  • The router does not support 2.4ghz
  • The router supports 2.4ghz and 5ghz but both bands have the same ssid (name). Try disabling 5ghz until setup is complete
  • The router needs a reboot

FTES

There are 3 possible reasons for the FTES error code:

  • The router does not support 2.4ghz
  • The router supports 2.4ghz and 5ghz but both bands have the same ssid (name). Try disabling 5ghz until setup is complete
  • The router needs a reboot

DNON

This often points to a network connectivity issue. Typically the player has completed setup successfully but is unable, at the end of the process, to connect to our servers to register itself. This could be a one off and it's ok on the next attempt or it could be point to a lack of internet connectivity or our urls are blocked by your ISP or by parental filters on your router.

If you do need to contact us with setup issues

If you do need to contact us with setup issues, please give us as much information as possible so that we can investigate.

1) time when you started the setup
2) the 6-letter code displayed on your Player
3) any behaviour of the player or mobile app that is not corresponding to the step-by-step instructions
4) at which step the set-up fails
5) what error message do you hear on your Player and what is shown on the player's display
6) what error message (including any error code) do you see in the app


Using your phone's hotspot to connect

If you are having issues with getting your Player set up on your home Wi-Fi network you can use your phone’s hotspot to connect. This will not only get you up and running but it will help you to figure out if there is a problem with your player or your router/network. See our guide to using your phone's hotspot to connect, here.


Public networks

Public Wi-Fis are often password protected, and require you to use a browser to sign-up. This is incompatible with the Yoto Player and Mini. 
To circumvent the issue, for example to use your Yoto in a school setting, the network engineers that control that connection can allow list the Player or Mini to not have to go through the sign-up process.
They will need the MAC address, which can be found in thee Yoto App > Player settings, after the set-up process is completed (this process can be done via a different private Wi-Fi or your phone hotspot connection).
They will also need to allow / white list the following URLs:

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