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WiFi Gateway Won’t Connect to the Internet During Initial Setup

This guide walks you through troubleshooting steps to resolve internet connection issues when setting up a new gateway in the TTLock app for the first time.

There are several common reasons a WiFi gateway may fail to connect to a network when being added to the TTLock application for the first time. In most cases, this is caused by a network or router configuration issue. The steps below will help you troubleshoot and resolve the problem:

  1. Remove the gateway from the TTLock app and try adding it again. You can follow the setup instructions here.

  2. Check the Wi-Fi signal strength at the gateway’s physical location. If the signal is weak, consider repositioning the router or using a Wi-Fi extender.

  3. Confirm that the Wi-Fi network does not use a captive portal that requires additional login steps, such as entering a guest name, room number, or accepting terms.

  4. Verify that the network firewall is not blocking outbound traffic.

  5. Ensure the required outbound network ports (2999, 4999, and 9999) are open.

  6. Check whether the network has reached its device limit or is experiencing IP address issues, such as DHCP exhaustion or conflicts between static and dynamic IP assignments.

  7. If MAC address filtering is enabled, make sure the gateway’s MAC address is whitelisted on the router.

  8. Ensure client isolation is disabled on the Wi-Fi network used for gateways.

if you continue to have trouble connecting your WiFi gateway to the internet via the TTLock application, please contact support@33lock.com for further assistance.