Your Orb needs a stable internet connection to complete verifications. This article covers how the Orb stays connected day to day, what to check if it has trouble, and when to contact us.

How your Orb connects

Your Orb can reach the internet three ways:

• WiFi, using a network saved on the device.
• Wired Ethernet, where your site setup includes it.
• Mobile data/LTE, which is built into the Orb and acts as an automatic fallback.

If the WiFi or wired connection drops, the Orb switches to mobile data on its own and stays online. Verifications can continue, but performance depends on mobile signal strength at your site. If that signal is weak, verifications may slow down or fail more often than usual.

This matters when something goes wrong. As long as the Orb is online through any of these, our Support team can check its connection and make changes remotely.

Your network at a glance

Full requirements are in your Enterprise Setup Guide. In summary, the Orb needs:

• WiFi 5 or WiFi 6, on the 5 GHz band. Use 2.4 GHz only where structural limitations mean you need the extra range.
• Download: 25 Mbps. Upload: 10 Mbps. PCP upload: 5 Mbps.
• Latency: max 400 ms.
• A network name and password, with no login screen.

Latency is worth watching more closely than raw speed. A connection with high latency can fail verifications and uploads even when the download figure looks healthy.

⚠️ Important: The Orb can only connect to a password-protected WPA2 network. It does not support captive portal networks that require a browser to accept terms, enter a code, or sign in, such as guest, hotel, or café Wi-Fi. Open networks without a password are also not supported.

Checking your Orb's connection

Your Enterprise Portal shows which network each Orb is currently using, along with its status. This is the quickest way to tell whether an Orb has fallen back to mobile data, which usually means something has changed on the local network.

If an Orb shows Needs attention, open it to see the reason.

If your Orb is having trouble connecting

1. Check the Portal

See which network the Orb is on and what its status is. An Orb running on mobile data when it should be on WiFi points at the local network rather than the device.

2. Confirm the network is available

Check that other devices at the site can reach the internet through it.

3. Confirm the network details have not changed

A rotated password, a renamed network, or a new access point will disconnect the Orb.

4. Confirm the network has no login screen

Guest and visitor networks often add one. These will not work even when everything else on the network connects fine.

5. For intermittent drops, check how your access points hand off

Where 2.4 GHz and 5 GHz are published under one network name, the Orb can be moved between bands mid session, which it does not handle well. Giving the Orb a network name fixed to 5 GHz, or excluding it from band steering, resolves this.

6. Check coverage where the Orb is installed

A weak signal can fail the speed and latency targets above even when the connection itself is fast. Improve coverage at the Orb's location rather than moving the Orb. Its position was chosen for the lighting conditions that verification depends on, so moving it can trade a connection problem for a verification problem.

7. Restart the Orb

If it stays disconnected after the checks above.

Changing the network your Orb uses

Contact our Support team when an Orb needs to move to a different network, for example after a network change at your site or when a password is rotated. Support will confirm the details needed and arrange the change with you.

Still Need Help?

If your Orb still cannot connect after these checks:

👉 Reach out to our Support team from the Support section of your Enterprise Portal.

They can run diagnostics on the Orb, including a speed test from the device itself and a check of the networks it can see, and tell you whether the cause is the network, the device, or something else.

If the Orb has lost every connection, including mobile data, it cannot be reached remotely. Support will arrange the follow-up needed to bring it back online.

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