Devices are connected to wifi but premium shield shows no devices connected. No additional router. And I cant log into router to change settings.
Hi @briana.neal77 ,
I will reply to both posts here
I’m going to investigate both situations and get back to you soon with detailed instructions.
Thanks,
Leonardo
Thank you any help is much appreciated!!
Hi @briana.neal77 ,
According to our Shield team, it seems your modem currently has over 100 devices cached on it, and that is causing a Viasat shield error, which the team is now aware of and will work to fix soon.
For now, they cleared some of the modem entries manually so that you can have your Shield access back, but as soon as the modem gets rebooted the issue will happen again. You can solve it by unblocking/unpausing devices (at least 20, but more are advised for future-proofing).
With your Shield back working, will the other request still be necessary?
Thanks,
Leonardo
Okay thank you! How can i keep them cleared so that this doesn’t happen again? Im not home right now but hopefully this will allow me to access router now?
Yes, I do believe you should be able to access the router. As for how you can keep them cleared, as long as the amount of connected devices + blocked devices don’t amount to 100 it shouldn’t be an issue. I don’t know how that works for the kind of setup that you have, but if you unblock enough devices to bring the amount to less than 100 and keep the total less than 100 it shouldn’t happen again.
Thanks,
Leonardo
Thank you so much!! I didn’t understand what was going on. We don’t know what all those devices are so we blocked them!
Hi @briana.neal77 ,
According to our shield team, they’ll have to take one more step before you can see the devices on Shield again. I’ll let you know once this is done.
Regarding all these unknown devices, have you protected your Wi-Fi network with a password? It is not normal that all these devices are connecting to your network, we might have to take a look at this as well.
Thanks,
Leonardo
Update: The stale devices have been cleared so your shield app should work as intended.
We’ll now investigate these devices to verify what could be going on with your connection and what these devices are.
In the meantime, please make sure to set up a new password for your router, this post can help you to set it up: How to use parental control settings on my Viasat modem?
Thanks,
Leonardo
I do have a password on it but we believe our son may have contributed to this problem thats why i want to create a guest network basically for him. The app is still showing a bunch of devices. All i can see to do is pause or block devices but not remove
Is there a way they can manually remove all devices that are not labeled with a name?
Hi @briana.neal77 ,
We’ll check with the team what would be the best course of action for this situation and we’ll get back to you soon.
Thanks,
Leonardo
Okay thank you for all your help! Just let me know what I need to do to get all devices that are not labeled off of our internet.
Regarding the question of the Guest Network:
This is doable and will not interfere with the overall functionality of Shield. However, the devices on the guest network will still display on the App the same way they do now, so it wouldn’t fix the current issue.
Regarding the Devices issue:
It’s possible that your son has 1 or more device(s) with a MAC randomization functionality that causes these addresses to change each time a device connects to the network, which would make the device appear as a new one every time he connects (but the older MACs would not disappear).
Could you ask him what devices he currently has, so we can investigate whether they could be the culprit?
If you’d like, you can send this information over a private message. Just click on our names and on the “envelope” button, like so:
Thank you!
He has 2 Phones, both are Iphones. One doesn’t have active service that he uses to watch movies on. The other he uses to talk and text. My husband also has an IPhone and I have an android. All 3 IPhones have a new MAC address each time they connect. So I know that is the main issue here but I don’t understand how or why they are doing this or how to prevent it from showing 100+ devices. I don’t know how to delete the devices which are continually growing in number. At this rate I’m going to be back in same situation with the app not working properly.
Unfortunately the MAC Randomization is a common feature and enabled by default in most iOS devices.
I found out a way you can try disabling it, however: How to manage or disable MAC randomization in iOS and iPadOS 14 | TechRepublic
Could you ask them to do this procedure on all iPhones? That way we can try removing the older randomized MACs afterwards.
PS: For Android, it looks like there is also a way to disable this feature: https://www.howtogeek.com/722653/how-to-disable-random-wi-fi-mac-address-on-android/
Can you remove all devices not labeled for now and give us a clean start please? I have tried to find a way to remove myself but can’t.
Hi, @briana.neal77,
I just asked the team, they are going to do it as soon as possible.
All blocked devices that had no labeling or data usage within the last seven days were removed. Now the only unlabeled devices on the list are the ones that used data in the past 7 days.
The team is still working to identify the root cause for these devices on the network.