Frequently Asked Questions

Many issues can be resolved here on our FAQ page. Look through the subjects listed below to find simple answers and solutions.

GigaSpire Router

Where is the best place to put the GigaSpire?

The best place to put the GigaSpire is in a central location with good “line of sight” visibility to the main areas of your home. If you need to place the GigaSpire in a non-central location and find it does not reach all the areas in your home where you use the Internet, you can request a mesh unit to extend your signal.

Tip: Avoid placing the GigaSpire next to large appliances, behind TVs, or in "service closets" such as power distribution or fuse panels. While the GigaSpire is designed to provide extensive wireless range and coverage, these devices are sources of interference and may reduce your throughput or range.

How do I reset the device back to factory settings?

You can press the RESET button on the back of the GigaSpire for at least 10 seconds for a factory re-set, but only take this step if your service provider requests that you do this. You will lose Internet service.

How do I reboot the GigaSpire and keep my settings?

Use the following methods to reboot your GigaSpire:

1. Remove power from the GigaSpire for 10 second, then reapply power.

2. Press the RESET button on the GigaSpire for less than 3 seconds.

Can I reboot my GigaSpire from Valley WiFi Manager?

The GigaSpire cannot be rebooted using CommandIQ.

What is the WPS Button for?

WPS stands for Wi-Fi Protected Set-up and is a security standard that makes it easier and faster to connect your GigaSpire to other wireless devices. Instructions below show you to use the WPS button for pairing.

Can I connect wireless devices to the GigaSpire using the WPS?

Yes, you can use the following descriptions on how to click the WPS button to connect wireless devices to your GigaSpire network based on the type of device:

· Press the WPS button once, held for 1-2 seconds, to associate general devices, such as Wi-Fi enabled printers.

· Press the WPS button three times, held for 1 second with each press, to associate ISP-provided Wi-Fi set-top boxes.

· Press and hold the WPS button for 5 seconds to pair a GigaMesh or GigaSpire system as an extension of your Wi-Fi network. A green flashing LED will be visible if successfully executed.

Valley WiFi Manager

Where can I download the Valley WiFi Manager app?

Download the Valley WiFi Manager app from either the Google Play store or Apple App Store. Search for Valley WiFi Manager to find the correct app.

What should my WiFi name and password be?

Your WiFi (SSID) name should be something unique and that you remember. You will likely not want to change

your WiFi name and password often as you would have to reconnect all the devices in your home after changing the name

Are the WiFi names (SSID) case sensitive?

Yes, WiFi SSID names are case sensitive

Is there a way to password protect the Valley WiFi Manager app?

From the settings menu, select Set Passcode. This will allow you to set a PIN that must be entered any time the app is launched. The PIN must be a minimum of 4 characters. Once a PIN has been configured, it can be enabled or disabled from the Settings menu.

How can I set up a guest network?

From the main dashboard on the mobile app, select the drop-down menu in the upper-left corner and tap Guest Network. Tap the + icon in the top right of the screen and begin the process for creating your guest SSID.

Begin by typing an Event Name (this is optional).

Then, name your Guest Network Name (SSID). This is the name your guests will see to connect to.

It’s highly recommended that you select an encryption type to protect your network. Options for Encryption Type are None, AES, AES mixed. Select AES or AES mixed (AES mixed gives greater device compatibility) and this will bring up boxes for you to set and confirm your password for this guest network.

Now you can set the start and end time for your guest network. If family is visiting for the weekend, set the network for the time they’ll be in your home. If you have guests coming over for a party, set your network only during the time of the party so it automatically shuts off at the desired time. If you toggle the on button for Endless Network, your guest SSID will broadcast indefinitely, until you manually delete or edit the network.

Once you’ve configured your settings, you’ll be given the option to send a text notification to any contacts stored in your mobile device that may be attending. This will present them with the information they need to sign on to the network upon arrival.

How can I check my Internet connection speeds with Valley WiFi Manager?

With a GigaSpire you can initiate a speed test directly from the Valley WiFi Manager app to test the speed from your GigaSpire to the Internet.

Select Bandwidth Test from the main menu.

From the next page, you can view your most recent speed test, or initiate a new one by selecting Begin Bandwidth Test.

After the speed test completes, it will show up in your dashboard, and you'll also find a new notification. If you select the Notification icon from the dashboard, you can also review the obtained speeds from the recently initiated test.

How can I change my SSID settings with Valley WiFi Manager?

(also referred to as your network name and WiFi password)

If you would like to make changes to your network's SSID settings from CommandIQ, you can follow the steps below: From the dashboard, select the Settings menu at the bottom center of the screen. Or select Settings from the Main Menu.

Select Update SSID from the list.

At the next screen, make the desired changes then select Submit.

Can I turn off Wi-Fi access to a specific device?

It’s easy to turn off Wi-Fi access to a specific device on your network. From the Dashboard, navigate to the device you want to turn off. This can be done by tapping All Devices in the middle of the screen, Devices in the bottom left, or on the specific category of the device for which you want to disable Wi-Fi access. Once you have identified the device, you can turn off access in two locations. One, from the device overview screen, or two, by moving the toggle switch to Off on the Device Details screen. This will turn off Wi-Fi access for this device. If you have ExperienceIQ: Enhanced Parental controls you will need to turn on/off device access at the profile level. This can be easily done by creating a simple profile for any devices you would like to control separately.

How do I set-up Parental Control Profiles and Devices?

Setting up parental control gives you the ability to set profiles and assign devices for basic on/off control. This works great for dinner or bedtimes. If you have ExperienceIQ with Enhanced Parental Controls, you have access to even more features. Ask your service provider for more information.

The first step is to create a parental control profile. You can do this within the app by selecting Parental Control from the Main menu, then tapping the + sign to create a new profile.

Then, simply enter the name for the child’s profile in the box presented. From there, you’ll tap on your child’s devices that are on your network that you would like to add to this profile and add a photo if desired to represent this profile. Once you have selected all the devices, select Submit located at the bottom of the screen.

Tapping the pause || icon allows you to instantly disable all devices connected to each profile. Or, simply tap the play symbol to bring them back online. This may take a few moments.

At any time, you can add or remove devices by selecting the profile and selecting + to add new devices, or by selecting the Remove button to remove an existing device. You can also select Time Limits to set up to 5 different blocks of online time per day for each profile.

IMPORTANT NOTE: One thing to keep in mind is that you should not add the device with the Valley WiFi Manager app to a profile. In doing so, it is possible to inadvertently cut off your own access to these controls. Should this occur, switch to mobile data to restart the profile that contains your app device.

How do I enable or disable an application within Valley WiFi Manager?

Part of managing your network involves being able to enable and disable applications. On the Main Menu, you will see an option to Enable and/or Disable Application. On this button you will see a directional arrow telling you that it offers something more. Tapping the arrow will show options available to you.

By choosing Enable Application, you will discover a list of applications that are eligible for download into your Valley WiFi Manager app. To enable one, simply select it by tapping on the button and follow the instructional prompts to add this functionality.

Should you choose Disable Application, there will be a list of applications that are currently running on your app that you can disable. To disable one, simply select it by tapping on the button and follow the instructional prompts to remove this functionality.

ProtectIQ

What does the landing page information tell me?

Each time you open ProtectIQ you will see information about how long the service has been working, when it was last updated, how many packets of data have been scanned for the current day, and you’ll see the total number of viruses, intrusions and web threats that have been blocked by ProtectIQ.

What happens when I get a security notification? Should I be worried?

Each time ProtectIQ detects a threat you will receive a notification with details about the content that was blocked. All threats are automatically blocked, so you do not need to do anything. However, if you want to view more information about the specific threat this information will include the time the threat happened, what type of threat it was, the source IP it was coming from, what action was taken, which device it was trying to get to and the URL. You do not need to do anything, all threats are automatically blocked.

What does the security alert tell me?

If you look at the details of an Alert you will see the following information:

· What type or protocol was blocked

· The time the threat happened

· The Source IP Address of the threat

· What action was taken

· Which device in your home was threatened by this threat

· And the URL where this threat was coming from

Everything on that device may appear to be working without a problem and the threat could have been running in the background of the page, or within an ad on the page. Other times you have a webpage that fails to load because the threat is detected on that page. All threats are blocked automatically, you do not need to take any action to remain protected.

What is the Trusted List in ProtectIQ?

When a security threat occurs you will have the option to add it to a Trusted List, if you know the content is not harmful. This should not be something you normally do. Once you add a threat to the Trusted List, it will no longer block that threat for any devices on your home network. At any time you can enter the Trusted List to remove items from this list and continue blocking them.

What is Skip Devices?

There may be specific devices within your home that you do not want scanned for security threats. All devices connected to the network are scanned by default. If you want to prevent specific devices from being scanned, you can use this feature to “skip” specific devices. Please note, if you skip devices these devices could introduce security threats into your home.

In ProtectIQ – what is Security Settings?

The Intrusion Prevention System settings are editable at your preference. Select these boxes to turn on the following features:

IPS Protocol Anomaly: Looks for unusual patterns and uses of a given data communication protocol as indicator of potential bad behavior and blocks this traffic.

IPS Port-Scan-Defense: Senses external malicious actors scanning the system for open ports to exploit. This monitors for IP addresses hitting that system and scanning all the different ports that could be used as exploit. When it sees that, it blocks the IP address from communicating with it ever again.

My device appears to be working normally, but I keep seeing a security alert. What do I do?

First, make sure your device has the latest available software. ProtectIQ may be seeing a vulnerability in the software on that device. If you are still seeing notifications with the latest available software, report any issues to your service provider so they can escalate the issue. In the meantime, if you do not want to see the notifications you can Skip that device.

ExperienceIQ

How do I get started with ExperienceIQ?

Setting up ExperienceIQ in your home network gives you the ability to set profiles and assign devices for basic on/off control.

The first step is to create a parental control profile. You can do this within the app by selecting Parental Control from the Main menu, then tapping the + sign to create a new profile.

Then, simply enter the name for the child’s profile in the box presented. From there, you’ll tap on your child’s devices that are on your network that you would like to add to this profile and add a photo if desired to represent this profile. Once you have selected all the devices, select Submit located at the bottom of the screen.

How do I set filters for ExperienceIQ?

ExperienceIQ: Enhanced Parental Controls give you the ability to set profiles, add filters, create time limits, and view network usage.

Using the Filters feature within the Enhanced Parental Controls service can help you control the type of content your child is exposed to on the Internet. Within the app, locate Parental Controls and tap the Filters button. On the top, you’ll see three sections labeled – Content, Application, and Website.

The Content filter prevents users from accessing entire sections of the Internet – keeping them from viewing things like pornographic and gambling websites, sites featuring violent content, and P2P/File Sharing sites. Once the item is checked, the app will refresh, and the filter has been applied.

You can also apply Safe Search (Google and Bing) along with YouTube Restrictions at the profile level by selecting the boxes at the top.

NOTE: Individual websites are categorized into the following groups for content restriction purposes. While this does not represent all categories imaginable, it is the set that represents some of the most common groups parents wish to restrict. Cloud services and automation are responsible for analyzing and categorizing websites focusing on the most commonly seen sites. Users can always block a specific site if it has not been categorized yet by using the website filter option.

In the next tab, you’ll find the application section. Here, you can ban or allow a profile to access specific applications. For example, if your child has a friend visiting who needs to get homework done, you can ban a gaming application from connecting to the Internet during the visit. You can do this with other applications like Steam, Discord, Skype, and Minecraft. Once the app has been added to the list, you can remotely toggle it on or off whenever you choose or set a daily time limit for that application. Simply start typing to see if the application is available to block.

 

In the third section, you have the option to ban or allow specific websites. For example, if you notice that a user is spending too much time browsing specific sites, you can add the URL to block it. Once added, just like in the previous section, you can allow or block the site remotely at any time.

As you can see, it’s simple and easy to create filters for your network.

NOTE: You will NOT receive a notification for every type of content that is blocked as it could result in constant notifications to your phone.

What are the options to filter content?

Select the appropriate content and application filters desired. This will block devices from seeing data from filtered categories, applications, and websites.

 

Content: Broad categories of content grouped by topics that could concern parents.

 

Applications: A list of applications that can be blocked. Search for the application and select it if available. Any application not available is not currently supported.

 

Website: A set of user defined websites that will be blocked. You must enter a URL such as www.youtube.com. Be sure entries are accurate to ensure proper blocking.

 

Note: Applications are not websites. Applications access data directly from servers that a web browser would never know about or be able to block by name. This is where the application filter is used. For example: Subscribers can block the website twitter.com via the website filter. If the Twitter application is installed on the device as an app, it will also need to be blocked in the application filter.

 

ExperienceIQ also allows subscribers to allow specific content that might have otherwise been blocked by a category filter. For example: You could block the category Social network, then add facebook.com to the website filter and set it to allow access specifically to Facebook.

 

Note: When setting filters and time limits, it may take a few minutes to become active and apply those settings to active device connections.

How do I set Time Limits for ExperienceIQ?

Select Parental Controls from the main menu and tap the profile that you want to add a time limit to. Once you’ve selected the profile, tap the Time Limits button.

Next, you’ll see this timeline interface. On the top is the All Days button. Setting the offline hours in this section will impose the same offline hours every day. Or if you prefer, you can select individual days of the week and set different offline hours for each day.

Tap on the day to set a start and end time for offline hours. If you select All Days, for example, and block 10:00 p.m. to 6:00 a.m. it will show up as 8 offline hours for each day. You can also add additional offline hours for each day. Just select the day, click on the + sign and add an additional block for that day. Once you’ve set the Start Time and End Times, simply tap Save. You can set up to 5 different offline blocks of time each day.

Your profile can also be set-up for specific devices, for example, you could create a profile for Gaming Systems within your home and only allow them to be used during a specific block of time during the day.

Note: Devices trying to connect during days/times where access is blocked may behave as if it does not have an Internet connection or display an error of some sort, depending on the individual device or browser.

 

How can I view usage within a Parental Control Profile?

Select Parental Controls from the main menu and select a profile. Once you have done so, select the Usage button in the bottom right of the profile page.

On this screen, there are three tabs – Day, Week, and Month. This is a great option if you’re looking to track approximate usage over time. The first line item shows the total usage for the week – 1 Hr. 15 Min. Below you can see a breakdown of where this time has been spent. By selecting day or month from the top of the screen you can also see cumulative usage for the current day or current month.

What does the “Other” Category show in the Usage tab of Valley WiFi Manager?

The Other category in Usage shows time spent on general web browsing, apps that aren’t identified specifically by the software, and time spent on emails. These are examples of the types of content that will be counted as Other.

• System and Antivirus Updates
• Content Delivery Networks
• Network Services
• Proxy and Anonymizers
• Advertisements and Pop-Ups
• Portals and Search Engines
• Finance and Insurance
• Computers and Information Technology
• Business and Service
• Unrated • Parking Domains
• Dead Sites • Private IP Addresses

 

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