A recent Android 13 release from Google changes the behavior of Bluetooth connectivity, which causes interoperability issues with existing eero Bluetooth Low Energy (BLE) setup. Android devices running this or a later version of Android 13 may get stuck on the “looking for devices” step during initial eero Setup.
This issue only affects the following eero models if they are interacting with certain versions of Android 13
- eero 6 Gateway
- eero 6+
- eero Pro 6
- eero Pro 6E
- eero PoE 6
Customers with at least version 6.26.1 of the eero Android application can still manually enter serial numbers to perform a normal setup. However, customers who need to configure VLAN and PPPoE are blocked since these features require configuration via BLE prior to the eero gaining internet access.
iOS users or Android users on earlier Android releases (Android 12 or earlier) are not affected. Depending on the version, not all Android 13 users are affected. The setup issue is also mitigated in eeroOS v6.13.4 and later releases. Customers who have an eero network setup already can upgrade to that firmware version to avoid future setup issues. Customers that need new eero installation will still experience setup issues if they are using affected Android releases and eero firmware.
For Customers whose ISPs require VLAN and PPPoE during Network Setup
Affected Android customers whose networks require VLAN or PPPoE configuration during network setup need to find an alternative path to setup and connect their gateway eero.
Upgrading the gateway eero to eeroOS v6.13.4 is recommended for all customers who already have a network connected to the internet which will fix BLE setup and future installs.
Options for affected Android customers attempting new network setup
- Customers who own an old Android phone which runs Android 12 or older version, or an older Android 13 version, can install eero Android app on their old phone first to complete the initial installation. After initial setup they can update eero to the latest firmware version then switch to their new phone running the latest eero mobile app.
- Customers who also have an iPhone can use that phone first to complete the initial installation. After initial setup they can update eero to the latest firmware version then switch to their new phone running the latest eero mobile app.
- Customers with an existing router in the home can connect their gateway eero in a double NAT configuration so the eero will have WAN connectivity. After setting up the gateway eero and upgrading the firmware to eeroOS 6.13.4, customers can reinstall the eero network as the main router in the home and apply VLAN/PPPoE settings during setup.
- If the above options are not available, customers should contact eero for further guidance.