App Troubleshooting | Midco Wi-Fi Support

App Troubleshooting

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The Midco Wi-Fi app is currently available in US Google Play and Apple App stores.

The app is compatible with iOS smartphone devices (iOS 11 or higher) and Android smartphone devices (4.4 or higher). If your device is not compatible with the app, it will not be available for download.

If your device is compatible with the app, here are some steps you can follow to resolve this issue:

  1. If nothing happens when you try to download the app from the store, reset your device by turning it off and on after two minutes.
  2. If your device OS is not supported by the app, you will be prompted to upgrade your OS. Perform the upgrade and then download the app.
  3. If you do not have sufficient storage available for the app, you will need to remove or move files and apps stored in your device before you can complete the download.
  4. For all other issues, consult the respective app store or your device's help center to get the help you need.

If the app gets stuck during setup, follow these steps:

  1. Close the Midco Wi-Fi app. Make sure that you close it in your recent apps rather than merely exiting the app.
  2. Restart the Midco Wi-Fi app and begin setup again – using your Midco My Account credentials to sign in.
  3. Try uninstalling and reinstalling the Midco Wi-Fi app from your device. Then begin setup again.

If you have an Ethernet-connected device that is working properly but is not being shown on the Midco Wi-Fi app, it is probable that it has a Locally Administered MAC Address (LAA).

How does an LAA get assigned to a device?

These MAC addresses are normally assigned to a device by a network administrator. Often this is useful when creating virtual machines or virtual network interfaces.

How to determine I have a device with an LAA?

You can easily recognize if your device has an LAA by looking at the 2nd character from the left in the MAC address. If the second character is one of the following, it has an LAA:

2 | 3 | 6 | 7 | a | b | e | f

Examples of Locally Administered MAC Addresses:

  • 4E:34:69:E0:01:25
  • A6:50:C1:DC:06:C1

Why aren't these devices showing up?

We filter out the Ethernet connected devices with LAAs because in the past we ran into issues where random devices would show up in the topology. To mitigate this behavior, we filter out such Ethernet connected devices, but that won't affect the proper functioning or performance of the device. Wi-Fi connected devices with LAAs are not filtered in this way and will still show in the topology and device list.

Even though these filtered Ethernet devices cannot be assigned to a person and have specific Content Access rules assigned to them at the device level, network level Content Access rules and AI Security will still apply.