Network Issues: I need help connecting to WiFi / internet

Network Requirements

Before troubleshooting, ensure your network meets these standards:

• Connection Type: Use a private, secure network. Avoid public Wi-Fi, guest networks, or mobile hotspots, as these often lack the stability required for streaming.

• Bandwidth: You need 10–15 Mbps of dedicated speed per device. 

• Hardware Check: If you are connecting via Wi-Fi, ensure the Ethernet cable is unplugged from the device.

1. Check Your Connection Status

Navigate to the Settings tab on your Atmosphere home screen and select Network Settings.

• If you see "Not Connected": Select your secure Wi-Fi network and enter the password. (Apple TV users: select Open Network Settings first).

• If you see "Ethernet" (but want Wi-Fi): Unplug the Ethernet cable. The device will not look for Wi-Fi signals if a cable is detected.

• If you see "Connected but No Internet Access": This usually means a Firewall or Splash Page (login screen) is blocking the stream. You must whitelist your MAC Address with your IT provider to bypass this.

  • Find your MAC Address in the device Network Settings or your Atmosphere Dashboard.

To change your network, see How Do I Change My Network?

2. Run a Speed Test

If your connection feels slow or content is buffering, select Run a Speed Test in the Network Settings menu.

• Requirement: 10–15 Mbps per device.

• If speed is 0 Mbps or "Poor": Your device placement may be blocking the signal. Try these steps:

  • Reposition the Device:  Try repositioning the device so that the blue power light is facing the opposite direction it was previous facing.

    • You can also move it from behind the TV. Ensure the blue light and the sensors (to the right of the light) are exposed and not facing a wall.

  • Reduce Interference: Move the device closer to the router or consider a Wi-Fi extender for large spaces (like gyms or warehouses).

Run the speed test again to see if the new position enables a stronger connection. 

Optimization Tips for Poor Bandwidth / Low Network Speed:

If your business has naturally low bandwidth, use these tips to keep the stream running"

• Position device closer to router: Reduce signal interference. (Sometimes suggests a wifi extender if they say it is very far from the router, for example a huge gyms, etc.)
• Prioritize content: Choose Video on Demand over ‘live’ channels (sport/news) for better performance.
• Consider internet upgrade: Contact your internet provider for faster speeds.
• Consider hardwiring the device to the route for a secure and stable connection

Still having issues?

If your connection remains unstable, please email help@atmosphere.tv with the following:

1. Your Business Name.

2. Your Device Serial Number (Found in Settings > Device Info).

3. The recorded speed test

4. A photo of any error messages on your screen.