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McAfee® SHI: Unable to Connect App to Router

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Article Number000024740
TitleMcAfee® SHI: Unable to Connect App to Router
URL NameMcAfee-SHI-Unable-to-Connect-App-to-Router
SummaryMcAfee® SHI: Unable to Connect App to Router
Validation StatusValidated
Keywords
McAfee Secure Home Internet, router, no connection, disabled, wi-fi, SHP
Question
Why does the McAfee® Secure Home Internet (SHI) app not connect to my router?
Answer
The McAfee® Secure Home Internet (SHI) app must be able to establish a connection to the gateway in order to configure protection.  If the SHI app cannot establish a connection to the McAfee® SHI enabled gateway, the app will display different error messages that will assist in troubleshooting the problem.  This document provides information to help troubleshoot situations where the SHI app will not connect to the router.

Mobile Device not connected to any network

When the following screen is displayed, the mobile device running the SHI app is not connected to any Wi-Fi or data network.  Make sure the mobile device is connected to the Wi-Fi of the SHI enabled gateway.

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Mobile Device connected to data but not Wi-Fi of SHI router

When the following screen is displayed, the mobile device running the SHI app is connected to cellular data, and not the Wi-Fi of the SHI enabled gateway.  Make sure the mobile device is connected to the Wi-Fi of the SHI enabled gateway.

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Mobile Device connected to other Wi-Fi Network

When the following screen is displayed, the mobile device running the SHI app is connected to a Wi-Fi network other than that of the SHI enabled gateway.  Make sure the mobile device is connected to the Wi-Fi of the SHI enabled gateway.

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SHP disabled on router

When the following screen is displayed, the SHP is disabled on the router.  To re-enable SHP, perform a factory reset on the gateway using the reset button.

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Record TypeGeneral FAQs

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