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FAQ's
What are the WiFi network requirements?
Your Pura diffuser requires a 2.4GHz wireless network connection. If you purchased a diffuser but don't have a home network available, you can add a 2.4GHz network by working with your internet service provider or IT administrator.
Pura diffusers use 2.4GHz wireless networks because the 2.4GHz frequency has a longer range and can extend more easily through walls and through larger homes, creating a better experience for our users.
Your Pura diffuser does not support 5GHz WiFi networks, and only supports 2.4GHz connections.
Most home WiFi routers broadcast either 2.4GHz and 5GHz frequencies, though more modern ones commonly feature both, either presented as two different available networks.
Note: It is possible that your router features both 2.4GHz and 5GHz frequencies, but one frequency has been disabled.
If you're unsure which frequencies your router features, you can review your router configuration or contact your router manufacturer for more details. If you received your router from your internet service provider (ISP), you may be able to contact them to get router support and information.
If your home network is hidden, or otherwise does not broadcast its network SSID, your network will not appear in the available networks list within the Pura mobile app.
Instead, you can choose to manually enter your network name. Be sure to enter it just as it appears, including any capitalization, special characters, and spaces.
In situations where additional security features are implemented in home networks, you can use MAC address authentication, where you can manually add your Pura diffuser's MAC address into your network configuration to allow it to bypass security features, including captive portals.
Work with your internet service provider (ISP) or IT administrator for more information on how to do this.
You can find your MAC address through your diffuser setup process on the connect to WiFi page.
Captive Portals are interfaces that typically include a web form that is required to be filled out to connect to a network. The web form could require a username and password, a security code or key, or might feature 2-factor authentication.
In any case, the Pura diffuser is unable to present this interface and therefore will not be able to connect to the network. To simplify this, you can tell if you are using a captive portal network if the WiFi requires you to enter a username when signing in.
The Pura diffuser is unable to connect to networks in which additional security features are used, including showing captive portals, requiring additional authentication methods, user accounts, or if the network is shared between multiple customers, such as in apartments or student dorms.
To maintain a strong connection with the local network, the Pura diffuser requires a consistent source of power. Diffusers that share electrical power with other diffusers may have a hard time staying connected. When setting up your Pura diffuser, it is recommended to plug it directly into a wall outlet as opposed to plugging it into a power strip along with other diffusers.
Rebooting your router can help with WiFi connection issues. This will clear the cache on the router and provide a new channel for the diffuser to connect to.