Appendix A: FAQs

This appendix includes three types of frequently asked questions:

• Getting Started
• "Troubleshooting"
• "Advanced Features"

Getting Started

How do I set up my Wi‑Fi password?

By default, the AmpliFi administrator password (or device password) and the Wi‑Fi password match. During the initial setup of the Router, you have the option to change your administrator password. To change the Wi‑Fi password, follow these steps:

1. Open the AmpliFi app.
2. Tap the picture of the Router.
3. Tap Wireless.
4. Change your password and SSID (wireless network name).
5. Tap to save your settings.

How do I set up and configure a guest network?

1. Open the AmpliFi app.
2. Tap Guest.
3. Select how many guests, up to a maximum of 10, you want to allow.
4. Set a time limit for how long you want them to have access.

   Note: If you do not want a time limit, tap Always on and the guest network will be enabled.

5. Tap Start. Your guest network is now active.

How do I configure my MeshPoints?

Your MeshPoints automatically pair (auto-pair) to your Router. However, there are a few items you can change or update on the MeshPoint, such as Device Name or System Sound, by following these steps:

1. Open the AmpliFi app.
2. Tap on one of the MeshPoints.
3. Make the desired changes where applicable.
4. Tap to save your settings.

Where should I place my Router and MeshPoints for best performance?

If possible, place the Router at the center of the home or as close to the center as possible. We recommend placing a MeshPoint on each side of the Router, halfway between the Router and an area in the home where you have poor connectivity.

Note: The LEDs on the MeshPoints indicate signal strength. All of the LEDs on a MeshPoint will light up when it is receiving a strong signal.

How do I change my admin password?

To change the admin password, follow these steps:

1. Open the AmpliFi app.
2. Tap the picture of the Router.
3. Tap General.
4. Tap Change Password and type in a new password.
5. Tap to save your settings.

What do the LEDs indicate?

• Initial configuration state When the Router is not configured (not paired), the Router LED will be lit at the maximum brightness setting, and the bottom LED of the MeshPoints will flash.
• Initial configuration in progress While you are configuring your Router, its LED will flash slowly, and the bottom LED of the MeshPoints will flash.
• Wi‑Fi not ready or connected / booting While the Router is booting up, the Router LED will be lit at the minimum brightness setting, and the bottom LED of the MeshPoints will flash.
• Ready state The Router LED will be lit solid white at the maximum setting or at the brightness level you choose in the AmpliFi app. The MeshPoints will be lit based on the signal strength that they are receiving from the Router.
• Locate state If you use the Locate feature in the AmpliFi app, the Router LED will flash quickly, and all of the MeshPoints’ LEDs will also flash quickly.
• Upgrading state While the Router is being upgraded, the Router LED will increase in brightness and the MeshPoints’ LEDs will light up one by one.

How do I adjust or turn off the lights on my Router?

1. Open the AmpliFi app.
2. Tap the picture of the Router.
3. Tap General.
4. Use the Brightness sliders to adjust or turn off the LCD screen and LED on the Router.

Can I use my current Internet Service Provider?

Yes, the Router works with most ISPs (Internet Service Providers) because it connects directly to the modem you already have.

Does AmpliFi support fiber services, such as Google Fiber or Fios?

Yes, you can use AmpliFi with a fiber service if you set up the Router to use bridge mode. See the FAQ below: "Does AmpliFi support bridge mode?"

Does AmpliFi have a web interface?

Yes, you will be able to monitor and configure your AmpliFi network using a web browser on your PC or Mac, as well as any iOS or Android device.

Does AmpliFi support bridge mode?

Yes, AmpliFi supports bridge mode. Bridge mode is a useful feature that can help you grow your network and/or separate networks. Bridge mode allows you to use multiple Routers on the same network by placing one of the Routers in bridge mode and connecting it to a port on the other Router.

Here are a few of the most common uses for bridge mode:

• Connect two Routers/AmpliFi to share network resources.
• Use AmpliFi as an additional access point on an existing network.
• Use AmpliFi with a fiber service.

To set up bridge mode, perform these steps:

1. Open the AmpliFi app.
2. Tap the picture of the Router.
3. Tap Internet.
4. Tap Bridge Mode to enable it.
5. Confirm the use of bridge mode.

The Router will restart and apply the updated settings.

The Router is now in bridge mode.

Troubleshooting

My internet is down; what do I do?

Follow these steps:

1. Ensure that the Router is properly plugged into a power source.
2. Ensure that the modem and the Router are both connected to each other via an Ethernet cable.
3. Disconnect power from the modem and Router.
4. Wait one minute and then connect power to the modem.
5. Wait one more minute and then connect power to the Router.
6. If there is no internet connection, contact your ISP (Internet Service Provider) to find out if there are any outages on their end or if your account information has changed.

If the issue still persists, please click Chat with us at the bottom of the help.amplifi.com screen for help.

The Router display doesn’t respond; what do I do?

The Router features a smart LCD touchscreen display.

If the display becomes unresponsive or freezes in any way, follow these steps:

1. Disconnect power from the Router.
2. Wait 10 seconds.
3. Connect power to the Router.

If the issue still persists, please click Chat with us at the bottom of the help.amplifi.com screen for help.

The Router display has a lighting issue; what do I do?

Perform these steps:

1. Check the lighting settings and your brightness level in your AmpliFi app.
2. If the lighting issue persists, reset your Router to its factory default settings. See the FAQ below: "How do I reset my Router to the factory default settings?"

If the issue still persists, please click Chat with us at the bottom of the help.amplifi.com screen for help.

What do I do if I can’t see the Router in the AmpliFi app?

Ensure that your device is connected to the correct Wi‑Fi network.

How do I retrieve my password if I forgot it?

Currently there is no way to retrieve a custom password. You can reset the password to the default by resetting the Router to the factory default settings. See the FAQ below: "How do I reset my Router to the factory default settings?"

How do I reset my Router to the factory default settings?

Use the AmpliFi app on your smartphone or tablet device to perform the following steps:

1. Open the AmpliFi app.
2. Tap the picture of the Router.
3. Tap General.
4. Scroll down to the bottom of the screen and tap Factory Reset.

The AmpliFi app resets the Router and all online MeshPoints.

Alternative method: You can manually reset each device to factory defaults.

1. On the Router, use a straightened paperclip or similar object to press the Reset button for approximately 10 seconds until the LED turns off.
2. On each MeshPoint, use a straightened paperclip or similar object to press the Reset button for approximately 10 seconds until you hear a long beep. Repeat this with each device, one by one.

Note: If you manually reset the Router, then you must reset the MeshPoints, too.

Advanced Features

Band and Channel Selection

As the number of devices in the connected home continues to grow, understanding band and channel selection can help you maximize your connected experience. To learn how to set up your network to provide each device with the best signal, you need to know how band and channel selection works and how your Wi‑Fi signal operates.

Band and channel selection are important when you want to have the most efficient network possible. Your wireless data communicates using a band of frequencies. Frequency is measured in Hertz (Hz).

Our Routers and MeshPoints use two of these frequencies; 2.4 GHz and 5 GHz. Most devices can use either 2.4 GHz or 5 GHz. The difference between these frequencies varies depending on your location and distance to the Router. The 2.4 GHz frequency has a longer range but slower speeds; its signal can penetrate many walls. The 5 GHz has a shorter range but faster speeds; its signal is strong but is better suited to open spaces.

Here are a couple of examples:

• In-home use If your home has many walls, then you should use the 2.4 GHz frequency to cover the entire home.
• Open-office use If you have no walls between the Router and your devices, then use the 5 GHz frequency, which is more efficient and provides a stronger signal with less range.

There is no need to select a frequency for your Router in the AmpliFi app because your Router uses both frequencies automatically. Both 2.4 GHz and 5 GHz will be available for your devices. On each of your devices, access the Wi‑Fi settings if you want to select the frequency to use. (This is available only if your device supports both 2.4 GHz and 5 GHz; some devices may support only one frequency.)

You can select the frequency used by your MeshPoints in the AmpliFi app. The MeshPoints use the default frequency, 5 GHz, but can use 2.4 GHz instead if longer range is needed. We highly recommend keeping the MeshPoints close enough to the Router so the MeshPoints use the 5 GHz frequency with more power.

Data Monitoring and Performance

Use the AmpliFi app to examine up-to-date, second-by-second performance so you know how your Router and MeshPoints are communicating with your devices.

Data monitoring is the ability to keep track of the statistics of your Router, moment by moment. The Router never stops conveying this data unless it is interrupted by a reset or if the Router is unplugged. You will be able to view how your Router is currently performing.

Having access to your Router’s data is useful if your network has issues or if you make changes to your network.

There are two ways to access your Router’s data.

Once your Router has been set up, use its touchscreen display to view the following:

• Download and upload speeds
• Daily data download and upload totals
• Internet (WAN or Wide Area Network) and Router IP addresses
• Date and time

You can also view this data using the AmpliFi app on your smartphone or tablet. Perform these steps:

1. Open the AmpliFi app.
2. Tap Performance at the bottom of the screen.
3. The following are displayed:
   • Throughput The dynamic graphs convey the download and upload speeds.
   • Speed Test You can click Start Test to initiate a speed test that will analyze download and upload speeds and ping test results. Every time you initiate a speed test, it will record the date, time, and results for your network.

Port Forwarding

Port forwarding allows a device to get through your firewall to reach a specific port on your computer. This allows a device outside your network to connect to a device inside your network. For example, port forwarding can be used to connect two computers together for gaming or allow you to check on a camera in the home while you are away.

To set up port forwarding, perform these steps:

1. Open the AmpliFi app.
2. Tap the picture of the Router.
3. Tap Port Forwarding.
4. Tap + to create a new service.
5. Enter a descriptive name for the service.
6. Enter the IP address of your gateway device, which can be found here: Internet > Gateway Address.
7. Enter the appropriate port number in the Source Port field.
8. Enter the appropriate port number in the Destination Port field.
9. Select the appropriate protocol. This is typically TCP (Transmission Control Protocol); however, some services may require UDP (User Datagram Protocol).
10. Tap to save your settings.

Note: You can usually find the port number and protocol for your service in the device documentation or via online search.

DHCP Server

To manage the DHCP server settings, perform these steps:

1. Open the AmpliFi app.
2. Tap the picture of the Router.
3. Tap DHCP Server.
4. Configure the following:
   • Range Select the IP address range to use.
   • Subnet Select the subnet mask to use.
   • Start Enter the starting IP address of the available range.
   • End Enter the ending IP address of the available range.
   • Lease Validity Select the duration of time for which IP addresses are valid.
   • Static Leases You can assign a fixed IP address to a specific device. Select this option and then tap +.
     • Enter a descriptive name.
     • Enter the MAC address of the device.
     • Select the IP address that you want to assign.
     • Tap to save your static lease settings.
5. Tap Apply to save your settings.

Configuring a Guest Network: Advanced Settings

When you set up your new Router, you may also want to set up a guest network for friends and family. See the FAQ: "How do I set up and configure a guest network?"

If you want to configure advanced settings for your guest network, then perform these steps:

1. Open the AmpliFi app.
2. Tap Guest at the bottom of the screen.
3. On the Guest screen, you can configure the following:
   • Guest Wi‑Fi You can enable or disable the guest network.
   • Guest Number You can change the number of guests to allow at one time.
   • Time Limit You can set a time limit for guest access, or you can tap Always on for no time limit.
4. Tap Settings.
5. The Wireless screen appears. Scroll down to the Guest section. You can configure the following:
   • SSID Name You can change the name of your guest network.
   • Security Select the type of wireless security you use: None, WPA PSK, or WPA2 PSK. None is the default.
   • Password If you selected WPA PSK or WPA2 PSK security, then you can change the password.
   • Verify Password If you change the password, enter it again to verify it.
   • Show Password Tap the control to display or hide the password on this screen.
   • Hidden SSID Tap the control to display or hide the SSID (name of the guest network).
6. Tap to save your settings.

Band and Router Steering

Understanding band and Router steering may help you understand how to configure your network for the best possible speeds and connectivity.

Router steering directs devices to connect to the Router instead of MeshPoints when possible (even if the Router signal is weaker). Disabled by default, this feature may provide faster speeds when enabled in some instances.

To enable or disable band and Router steering on the Router, follow these steps:

1. Open the AmpliFi app.
2. Tap the picture of the Router.
3. Tap Wireless.
4. Scroll down. You can tap the Band Steering or Router Steering control to enable or disable the option.
5. Tap to save your settings.

How do I access my Router remotely?

To enable remote access, follow these steps:

1. Open the AmpliFi app.
2. Tap the icon in the upper left to reveal the side menu.
3. Tap one of the following buttons:
   • if you want to use your Google account credentials to remotely access the AmpliFi Router
   • if you want to use your Facebook account credentials to remotely access the AmpliFi Router
4. Once authenticated, your social media account will be linked to the AmpliFi Router and remote access enabled.