Disconnected Devices – Network Connectivity Issues
Applies to: CVR-155-A / CVR-255 / CVR-255A / CVR-255-64 / CVR-355-128 (Xplorer)
Overview
If ClassVR headsets are not connecting or staying connected to the network, you may experience:
- No network connection
- Devices failing to connect during setup
- Devices frequently disconnecting
Troubleshooting Steps
1. Restart the Headset
- Hold down the Power button for 10 seconds, then release.
- The headset should fully power off.
- Press the Power button again to restart.
2. Check Your Network Connection
- Ensure your network is available, stable, and reasonably fast.
- Check the network status icon in the notification area at the bottom of the main screen (to the left of the power indicator):
| Icons | Meaning |
 | Currently connected to a WiFi network and signal strength. |
 | Wi-Fi is turned on on the headset but not connected to a Wi-Fi network. |
 | Connected to a Wi-Fi network, but cannot access the Internet or the Internet connection is blocked. (Possible proxy details required) |
 | Wi-Fi is turned off. |
 | There is a potential issue with the headset's Wi-Fi connectivity. This can usually be fixed by restarting. |
3. Reconnect to Wi-Fi
- Re-add your Wi-Fi details in the Administration Portal:
https://portal.classvr.com/classvr/quickstart-qrkeys.cfm
4. Verify Wi-Fi Network Details
- If multiple networks are available, ensure you’re connecting to the correct SSID.
- Double-check that the SSID and password are entered correctly.
5. Check Network Settings on the Headset
- On the main headset screen, select the headset’s name.
- Review the Network Information section to confirm the connected SSID and settings.
6. Additional Network Considerations
- Consult your IT provider about:
- Subnets
- Proxy servers
- Firewalls
- For detailed setup guidance, see:
/articles/checking-connectivity/
Further Troubleshooting
- Network connection keeps dropping
- Confirm that your network is stable.
- Restart any networking equipment related to your Wi-Fi connection.
- Headsets cannot see the Wi-Fi SSID
- Check if the SSID is hidden — confirm with your IT provider.
- Ensure the SSID and password are correctly added via the Administration Portal.
- Content not uploading to headsets
- See: Uploading Content to ClassVR Headsets
- If multiple SSIDs have been saved (e.g., multiple access points), remove unused ones.
- To clear saved SSIDs, scan the Wi-Fi Reset QR Code:
Further Support
If you still require assistance after following these steps:
UK, EU & Rest of World: Email support@classvr.com with:
- A Description of the issue
- The devices serial number
- Photos, if applicable
US Customers: Email support@avantiseducationinc.com with the same details.