How do I troubleshoot issues in the eero app?

The eero app includes smart troubleshooting to help you diagnose and resolve network issues. You can describe what's happening in your own words. The eero app runs real-time diagnostics on your network, identifies what may be causing the problem, and can help fix it.

How do I get started?

1. Open the eero app, and tap Support.

2. Type your question or describe what's happening in the text box.

You can also tap one of the suggested prompts to get started.

The eero app runs diagnostics on your network and walks you through the results. If it identifies a problem, it guides you through the steps to resolve it.

What can smart troubleshooting help with?

Smart troubleshooting can help with a wide range of network issues, including:

• Check your network health - see if your internet is up, spot outages, and find what's slowing things down

• Troubleshoot devices - figure out why a phone, TV, or smart gadget won't connect or keeps dropping

• Run speed and latency tests - measure what your network is actually doing right now

• Check your eeros - see if any are offline, need a firmware update, or could use better placement

• Help with settings - guest networks, parental controls, security, and finding things in the app

• Answer eero product questions - setup, compatibility with your internet provider's gear, and more

When the eero app suggests changes

Sometimes the eero app may identify a fix that could briefly interrupt your connection, such as restarting an eero or switching a device to a different band. When this happens, the app asks for your permission before making any changes.

• Tap Allow to let the eero app apply the fix.

• Tap Deny to skip the suggested change.

The eero app won't make changes to your network without your permission.

Viewing your history and providing feedback

You can review past conversations by tapping the menu at the top of the conversation. Conversations using the standard smart troubleshooting capability are stored for 30 days. Conversations using the Alexa for eero experience are stored in the Alexa Privacy Dashboard.

You can provide feedback on any response by tapping the thumbs up or thumbs down buttons, or copy a response for your reference.

Requirements

• eero app 

  • Android: v26.12.1 or later

  • iOS: v26.12.2 or later

• Available in the US (English only)

Note: If you have an Amazon account connected to your eero app, your smart troubleshooting experience is powered by Alexa for eero. To learn more, see What is Alexa for eero?