Troubleshooting Guide

I cannot connect locally via http://director-XXXXXXXX.local, but I can access my Director through MyAI.

Make sure your computer has Bonjour installed, available athttp://support.apple.com/kb/DL999.

I am attempting to connect the Director via Wi-Fi using the included Wi-Fi adapter, however, I cannot find the Director’s network: director-XXXXXXXX, where XXXXXXXX is the serial number found on the bottom of the Director.

Option 1:  If you have the Ethernet cable connected in addition to the Wi-Fi adapter, the Ethernet connection will always take precedence to a Wi-Fi connection.  To connect via Wi-Fi, unplug the Ethernet cable.

Option 2: If the Director is hosting a wireless network with a name other than director-XXXXXXXX, where XXXXXXXX is the serial number of your Director, please contact AI Support so we can address this issue.

Option 3: Please try connecting the Director using an Ethernet cable.

I have connected to the Director’s network and opened http://director-XXXXXXXX.local/in my browser.  However, my home network is not in the networks list.

Option 1: If you have a ReScan button, push it.  This will search again for networks.

Option 2: If your networks connection page does not have a ReScan button, you have an old version of the Director firmware that has an unreliable Wi-Fi connection process.  We suggest connecting via Ethernet until your Director has been able to update to the latest firmware release.

I have connected to the Director’s network and opened http://director-XXXXXXXX.local/in my browser.  I attempted to connect to my network in the list, but the Director’s light does not turn green.

Option 1:  If your wireless network uses something other than WPA, WPA2, or is unsecured, the Director may not be able to successfully connect.  With later Director firmware releases, this list was expanded to include WEP security.  Change the security setting for your network and try setting up the Director via Wi-Fi again.

Option 2: If your wireless network’s name uses Unicode characters like ÂÈ@, the Director may not be able to connect to it.

I cannot connect the Director via Ethernet.  I have the Ethernet cable plugged in, and the Wi-Fi adapter unplugged, but the light on the top of the Director does not turn green.

Option 1: Try unplugging the Director and plugging it back in.  The light on top of the Director should turn green within 30 seconds of turning it on.

Option 2: When powering on the Director, the Director’s LED should blink off for a second.  If this does not happen, the Director has not successfully completed the start of the booting up process.  Please contact AI Support for assistance.

The light on top of my Director is not lit up.  Even after unplugging the Director and plugging it back in, the light remains off.

Option 1:  You may have a bad power supply.  Try plugging in the Director using another power supply, like an iPhone/iPad power supply.  If this fixes the issue, please contact AI Support so we can replace your power supply.

Option 2: If you have an early Beta Director Unit, your Director may use a mini SD card to store information.  Check to see if the SD card inside the device has come loose. To do this, remove the four screws on the back of the Director and slide the top plastic plate up. Remove the circuit board from the plastic piece. On the top of the circuit board is a SD card. Make sure the SD card is slid all the way to the back of the Director. 

Option 3: Please contact AI Support.

When updating the firmware on my lights, there was an error, and the firmware update failed.

You will need to update the firmware on your lights again.  Right now, the light is in “boot loader” mode, meaning it will not be able to communicate with the Director.

To avoid wireless communication problems in the future, try changing the wireless channel by clicking on the 3 bars in the top right of the screen, then click on Settings and change the channel.  Keep in mind that adjacent channels have adjacent frequencies and could experience similar interference.

If problems persist, you may need to move the Director closer to your lights.

When I click Discover on the Layout screen, my lights do not appear.

Option 1: On your lights, make sure the indicator LED’s are red.  If they are green, hold down the button until the LED begins to rapidly flash between red/green, then release, after which the LED should remain red.  Try discovering the lights again.

Option 2: You may be experiencing wireless interference.  To avoid wireless communication problems, try changing the wireless channel by clicking on the 3 bars in the top right of the screen, then click on Settings and change the channel.

If problems persist, you may need to move the Director closer to your lights.

My Director does not keep the correct time.  I set the time, but after a few minutes, it will revert to the old time.

Under the 3-bar drop down in the top right of the Director’s screen, click on Settings.  Make sure your Time Zone is set correctly.  The Director is self-correcting to match your set Time Zone.

For more information, you can access the Director User Guide in the 3-bar drop down in the top right of the Director’s page.