How to do if the devices in Multy X WiFi system can't get Internet connection?

Zyxel_Support · September 2017

If the devices which connect to Multy X can't get Internet connection, please follow the following steps to troubleshoot.

Step 1: Identify the problem happens between "1st node and modem" or "1st node and 2nd node".

Check LED light of the 1st node and the 2nd node
If LED light shows Red Solid on the 1st node, it means the Internet is disconnected. Please check the Internet environment.
If LED light shows Red Solid on the 2nd node, it means the backhaul is disconnected. Please check the 2nd node.
Run "Diagnose" in the Multy X app to check the speed test result.
You will get the results
(1) between Internet and the 1st node
(2) between Internet and the 2nd node
(3) between the 1st node and the 2nd node (backhaul)

Step 2: If the devices behind the 1st node and the 2nd node can't get Internet connection.

Try to reboot the modem.
Sometimes restarting your modem can fix Internet connection problems.

Check if the client can get internet connection when directly connect with modem.
If you still can't get the Internet connection, please contact your Internet service provider.

Try to reboot the 1st node and the 2nd node.
Refer to How to restart the Multy X unit?.

Check current firmware version in the Multy X app.
Zyxel regularly releases new firmware to improve Multy X, therefore upgrading to the latest firmware may resolve some problems.

Reset the 1st node and the 2nd node and re-install the Multy X network.
In rare cases, sometimes restarting your Multy X unit can fix connectivity issues. And don't worry, this won't erase any data. All of your settings will still be in place.
Refer to How to reset Multy X units?.

Step 3: If the 2nd node loses connection with the 1st node. (You will see Red Solid LED on the 2nd node)

Move the 2nd node close to the 1st node.
Try to move the 2 nodes closer to make sure the 2nd node is in the coverage of the 1st node.

Reset the 2nd node.
In rare cases, sometimes restarting your Multy X unit can fix connectivity issues. And don't worry, this won't erase any data. All of your settings will still be in place. Refer to How to reset Multy X units?.