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Helix not handing out IP addresses (DHCP issue)
Since Friday, our Helix is not handing out IP addresses anymore (over DHCP). Restarting the Helix did not help. As a workaround, we have manually configured the IPv4 address, subnet mask, gateway I...
Good evening everyone.
A noisy Helix gateway is definately not normal. There's a fan to cool down the gateway, that said, it has been observed to be noisier on some units. It is a known problem.We also seen gateways that were noisier when installed into a close area like an enclosure, a shelve or a corner that can resonate. We invite you to contact our tech support so we can handle the case and propose a remplacement unit that will be more silent.
You can reach us by chat, by phone or through facebook, we will be glad to assist you with that.
Thanks for asking. It is a very good question.
-Alex D
Hi! We recommend doing a default settings reset on the gateway and not changing the DHCP nor any other IP assignment setting on it after. Here's how;
if you have the white gateway;
Hold the WPS button at the back of the gatway until the light blinks green (about 60 seconds)
Wait until the LED blinks white. (this can take several minutes)
If you have the black gateway;
Insert a pencil or paperclip in the reset button
Hold until the LED indicator turns off (30 seconds)
Wait until the LED blinks white.
And then you ca reconfigure the WiFi this way;
Open the Helix Fi app on a mobile
Press on ''Account'' on the top left
press on ''activate a gateway'' or ''add a gateway''
press on start
press on ''use camera'' and then scan que QR code under the gateway
make sure the settings chosen are ok with you and then press on finish
wait for the configuration to complete, this can also take several minutes
If the issue persists after, please don't hesitate to contact our technical support directly; https://videotron.com/en/contact-us
Have a nice day!
