Find frequently asked questions about how your devices work with BlueCurve Home.
Learn more about managing your devices with BlueCurve Home with these frequently asked questions.
Why am I not seeing some or all of my devices in the Devices section of BlueCurve Home?
This might happen if a device is not properly connected to your home network. If you've recently activated your XB6 modem (or changed your WiFi name/password), make sure you've connected all of your wireless devices using your new WiFi name and password.
I don't recognize the names of all the devices listed. How can I identify them?
The default name of a device will be either the manufacturer-set name (i.e., hostname or MAC address) or the one you gave your device when you first set it up.
First, try to identify your device based on the manufacturer name which is displayed within the technical details. Go to the Devices section. Select a device in the list, and then Device Details, to see the manufacturer. If the device is connected to your home network, there should be a green dot indicating that it's online which may also help with identifying what device it is.
If you still can't identify your device, you'll need to access the hostname or MAC address in your device's settings. If the default name that is displayed is a long string of numbers and letters, it's likely the MAC address. Below are the steps to find the MAC address for common devices:
What do the different indicators for devices mean?
When you have a duplicate device, you’ll want to remove the original device from BlueCurve Home, and keep the duplicate device – making sure that the duplicate is named the way you want, and assigned to a user profile, so that all of your profile features work again.
How do I check for duplicate devices?
Check your profile to see if there are any disconnected iOS devices that should be connected.
If you find one, look for a duplicate of this device under Devices, in the Connect tab.
If I have a duplicate device, how do I make sure I have only one active device in BlueCurve Home?
You will need to remove the original version of the device and leave the newer version. Click here for more information on removing and adding devices in the BlueCurve Home app.
Why did my iPhone or iPad disappear from my list of devices?
If this happens, you should reconnect your device to your in-home WiFi network.
Once you have reconnected your device to your home network, you can assign it to a user profile. Once the device is assigned to a profile, all of that profile’s features and settings (scheduled downtime, profile pause, etc.) will apply to the device.
How long does an offline device stay listed in the Devices section?
If a device disconnects from your home network and does not reconnect, it will remain listed in the Devices section for six months before automatically being removed. You can also manually remove it using the Forget Device function. See How to remove a device for instructions.
How do I remove a device from the Devices section?
First, make sure the device is not currently connected to your home network. Select the name of the device either from the Devices section or from the profile where the device is assigned. Select Device Details, and then Forget Device. This will remove the device from the Devices section and unassign it from the profile it was associated with, if applicable. It will also permanently delete all historical network activity for this device. If the device reconnects to your home network, it will appear as a new device.
How do I un-pause a device?
If the device is individually paused, select the paused device in the Devices section and then Unpause Device.
If the device is paused as part of a profile, select that profile, and then Unpause All Devices.
If the device is paused by Bedtime Mode, select the profile where the device is assigned, and then Wake Up. Note: This will unpause ALL devices assigned to the profile until the next scheduled bedtime.
Why is a device that has been paused still able to access WiFi?
Pausing a device may not immediately disrupt activity already in progress on that device. Also, the pause function only pauses WiFi access on your home network and does not impact access using cellular data.
Note: The pause function does not block connectivity to devices on a local network (e.g., a network printer); it only prevents external connections (e.g., browsing and streaming).
I'm having issues connecting to my home WiFi network. How can I check my device's connection?
Make sure the device is not assigned to a profile that has all devices paused or assigned to a profile that is in Bedtime Mode which pauses WiFi access during scheduled times. You can troubleshoot a connection issue for a specific device by going to the More section and selecting Troubleshoot a Device under Tools.
Note: If you have BlueCurve Pods on your account, 'Troubleshoot a Device' is not currently an available feature.
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