Zyxel Multy [U/X] - Troubleshooting Guide for Multy X and Multy U Devices

When troubleshooting Zyxel Multy devices, it's crucial to first ensure that all devices and applications are updated to their latest versions to avoid complications. This guide will walk you through resolving common issues such as monitoring LED indicators, addressing connection speed and throughput problems, troubleshooting installation issues with a second Multy U, fixing connectivity problems with the app on Android, and handling outdated firmware and expired certification authority issues.

Monitor the LED indicators on your device

Let's say that you have Multy 1 -> Multy 2 -> Multy 3 connected in a row like this: Then if Multy B (number 2) is red, the probability is that the Multy C (number 3) will also be red, or have a weak signal at least.

• Multy U LED Lights - If you have any problems with your device, the first thing to check are the LED lights:

• Multy X LED Lights

Connection speed Issue 

If you have any problems with the connection speed, the Multy might not be placed in an optimal location. You can test your WiFi speed through Menu -> Diagnose -> Test

If you have a low speed either between your Multy devices "Living room" and "Study room", in this example, or from the internet to the Multy device - then you want to adjust the placement of the devices. 

Check the placement of your Multy Devices

You can also check the Multy's chain connection by the WiFi Backhaul function that test the placement of your Multy devices - if they are too close, the signals could interfere with each other, making your WiFi slow and unreliable and if they are too far away, they cannot communicate with each other properly.

Low Throughput Issue

Complaints regarding bandwidth between nodes are common in mesh systems. In a Multy U system, the throughput of a third node, which is distant from the root node but has an intermediate second node, often experiences significant reduction. This performance drop occurs because data must traverse multiple nodes, thereby diminishing overall throughput.

Example 1. When a device is connected to Node 3 in the topology described, Node 3 will select the optimal path for sending packets. If Node 3 is closer to Node 1 (the root node) and there is no interference from the system or environment, the system will likely choose to send the packet directly to the root. In such cases, performance typically remains unaffected.
Example 2 When a phone connects to node3 Multy, and node1 and node3 are distant or separated by a wall, signal quality suffers. The system routes packets through node2 to node1 due to weak direct signal between node1 and node3. This indirect routing can degrade performance as node2 handles both uplink and downlink, impacting throughput for node3 and connected devices.

Problems with installing a second Multy U 

Try to exchange the "router node" Multy U with the "extender node" Multy U and vice versa. So the extender becomes the main router and the main router becomes the extender. In that way, you can determine if what device is faulty.

If you still can't find your solution here, please check our user guide here: Multy U - User Guide

App Android unable to connect

If you are facing problems with the Multy app, the app is unable to connect to the server on the Android version of the Multy app.

Resolution:

To resolve the connectivity issue on your Android devices, we recommend re-installing the new version of the Multy App.

How to re-install:

• Uninstall the Multy App from the device
• Restart the device
• Download the App file from the link - Multy APP Android APK

Note: The app update might not be available in the Google Play Store yet due to verification; ignore any warning messages about the file being dangerous and download the update, ensuring you have 146 MB of free space on your device.

• The new App opens after successful installation and requires a new login with a Myzyxel Cloud account
• Use the correct account data to see back the installed sites of the Multy App.
• Should you have any further questions or require assistance, please don't hesitate to contact our technical support.

Old Firmware Issue and Certification Authority Expired (May 2020)

Please be aware that if you haven’t updated your Multy device before May 31, 2020, you might face issues accessing it via the Multy App. We sent a firmware upgrade notification in early March to address this. The update is crucial as it renews the certificate authority and creates new root certificates, ensuring secure and uninterrupted device management. To avoid losing access to your settings and configurations, please complete the upgrade before the expiration date. If your device remains on outdated firmware and you need assistance, contact us for instructions on performing a USB firmware update.

Fixing this problem will involve two steps, firstly reset the devices to factory settings and reconnect and then update the device to the latest available version.

Note: In case your device is still on an old firmware pre-May 2020, please contact us and we can forward you instructions for a USB firmware update.

• Device Reset - Use the "Reset" button to reset the device to factory settings. Press the button for at least 5 seconds.

Note: the reset only works when the LED is at certain states.

• Idle: Solid white
• Ready for installation: Blinking blue
• Internet disconnection: Solid red
• Only push the reset during these LED states.

• Firmware update

Firmware update can be performed in the Multy App or via USB flash drive.
For more details on how to update the device, please refer to the corresponding instruction manual:

https://support.zyxel.eu/hc/en-us/articles/16834915896466-Zyxel-Multy-App-Apps-Update-for-Multy-App-Android-Version-Fix-unreachable-to-server-issue