CompanionLink Wi-Fi Sync Troubleshooting

Wi-Fi sync works when your computer and Android phone are both connected to a network that uses the same local Wi-Fi router.

If your PC and Phone are not on the same Wi-Fi network, it will not work.

All troubleshooting steps involve checking to see if your phone and PC are on the same network and that the network is allowing devices to connect to each other within the network.

Quick things to Check if your Wi-Fi stopped working:

• On your Phone, is Wi-Fi turned on?
• Is your PC connected via Wi-Fi or via cable to the same Wi-Fi router?
• Are your phone and PC on the same network and band 2.4g or 5g?
• Is your PC in "private" and not "public" mode (Note Windows 11 default is "Public" mode)?
• Did you switch to a VPN? A VPN is a separate network.
• Did you switch to a mesh router?
• Have you tried powering off your router for a few minutes, then powering it back on?
• Have you tried "forgetting" the Wifi Network on the Phone and reconnecting (make sure you have your Wifi Password)?

We recommend DejaCloud sync because both PC and phone are always open to TCP even when Ad-Hoc connections are disallowed. We have a simple guide on switching to DejaCloud sync here.

Wifi Connection Overview

CompanionLink and DejaOffice use the ad-hoc network capability of your Wi-Fi router with encryption. This is a capability that is built in the router. Ad-hoc networks are not secure, and so many routers will not allow them.

When you hit the sync button, the PC or Phone software sends out a Wi-Fi broadcast. The other side must be listening on the same network to receive the broadcast. If the other side is on a different network, different router, or different band (2.4g or 5g) then the broadcast will not be received.

When the broadcast is received, control is moved to the ad-hoc network to send the data - first one way and then the other way. During the transmisson time it is important that the Wi-Fi network remain connected. Most routers have a 5-minute timeout, so if the sync takes more than 5 minutes it may stall.

Most modern phones - iOS phones and Android over Android 10 will turn off the Wi-Fi signal after a few minutes. This is because the phone manufacturers do not want Wi-Fi sync used for their phones. So with Android phones it is important to turn off the battery monitor which will stop the signal.

Verify the Phone is Connected to Wifi

You Phone and PC must be connected to the same Wifi Network. If you get a message on the Phone about the IP Address being "Unknown". Verify that the Wifi is turned On and is connected to the Correct network. To do this:

Android:

1. On your Android device, open the Main Phone Settings.
2. Select "Connections".
3. Verify the Wifi is turned On and it is showing Connected to the correct network.

iPhone:

1. On your iPhone device, open the main Phone Settings.
2. Select "Wifi".
3. Verify the Wifi is turned On and it is showing Connected to the correct network.

Make Sure Your PC Network Connection is Set to Private

If you don't set it specifically, Windows can default your Home or Work internet connection to the "Public" setting which can effect program firewall rules and most only add an exception for Private Networks. If you are on your Home or Work's Private network, check here to ensure Windows is setting it as Private:

1. Click the Start Menu of Windows and select the Gear on the left.
2. In the Main Windows Settings menu, select Network and Internet.
3. Under your Internet Connection, be it Hardwire or Wifi, select Properties.
4. Ensure under the Network Profile the Connection is set to "Private". If not select the Private option.

Restart the PC and try Syncing or Registering again.

Windows Defender Firewall Issues

For the Wifi connection to work it must be allowed through the Windows Firewall. To check this:

1. Click the Start Menu of Windows and select the Gear on the left.
2. In the Main Windows Settings menu, select Network and Internet.
3. At the bottom of the network settings click the blue link for "Windows Firewall".
4. In the popup verify that the Firewall is "On". If so, click the "Allow an through Firewall".
5. From them menu that opens click the "Change Settings" in the top right, then scroll down the list to look for CompanionLink.

• Note: If at step 4, the firewall is off, you may be using a third party firewall program. Check their documentation for creating an Exception for the Firewall on their site.

If you are still having issues, Click Here for more information on Firewall and Connection Type.

If CompanionLink does is not in the list of apps, right click "Allow Another Program", on the right of this menu select Browse, find My Computer\This PC on the left, find the C:\ drive, find Program Files (x86), find and click on the CompanionLink Folder. On the right find "companionlink.exe" (it might just say Application), click Ok, and lastly click Add.

Third Party Firewall Issues

If you use a third party Firewall, such as one included with an Anti Virus program, CompanionLink must be allowed through both the Anti virus and the Firewall.

1. Since each Anti Virus program/Third Party Firewall settings varies, it is best to search the internet for "How to make an exception in [program name]"
2. You may also want to try turning off the third party firewall entirely. Sometimes the computer may need to be restarted for these changes to take effect.

VPN Issues

If you use a Virtual Private Network or VPN, this must be disabled on both the Phone and PC. Due to how VPNs work, network traffic is funneled into their systems instead of through your local network, so local Wi-Fi sync will not work.

1. If you want to use VPN you can try DejaCloud sync, which does not go through your local network. DejaCloud typically works with a VPN enabled although this is not a given.Click Here for Our Guide on Switching to DejaCloud

Unable to Pair the Device

CompanionLink will attempt to get the IP address (and device name for Android) automatically when you Pair. If you get a message that the device is unable to Pair, make sure the Device and PC are connected to the same Wi-Fi and try the Firewall steps above. If no change, you can manually Pair the device:

Manually Pairing CompanionLink with DejaOffice Android and iPhone:

1. Open CompanionLink on your PC
2. Open DejaOffice on your device. In DejaOffice go to Settings > Sync Settings > Wifi Settings, note the IP Address and Device name
3. In CompanionLink go to Settings > Settings under Local Wi-Fi Sync.
4. Press Enter IP.
5. Enter the IP Address and Device Name (device name is only needed on Android) listed in DejaOffice then click Ok and try to sync

Manually Pairing DejaOffice PC CRM with DejaOffice Android

1. Open DejaOffice PC CRM on your PC
2. Open DejaOffice Android on your device. In DejaOffice go to Settings > Sync Settings > Wifi Settings, note the IP Address and Device name
3. In DejaOffice PC CRM go to Settings > Sync Settings > Settings under Android via Wifi.
4. Press Enter IP.
5. Enter the IP Address and Device Name listed in DejaOffice then click Ok and try to sync

Forget and Reconnect to the Wi-fi Network

It is possible to for the Mobile Device to have a bad connection to the Wifi network. This is most common when getting a new router, or using something like Smart Switch to transfer your old Phone's settings to a new one. You will need your Wifi Network Password for this. To Forget and Reconnect:

Forget and Reconnect on Android:

1. On your Android device, open the Main Phone Settings.
2. Select "Connections".
3. Tap the Gear to the right of the connected Wi-fi Network, then Tap "Forget" in the bottom right.
4. In the Wi-fi Network list, reselect the Wi-fi network and enter in the password.

• Note: This may change the IP address on the phone so re-check the IP address.

Now try Pairing or Manually entering the IP and device name, then try the sync again.

Forget and Reconnect on iPhone:

1. On your iPhone device, open the main Phone Settings.
2. Select "Wi-fi".
3. Tap the "i" icon to the right of the connected Wi-fi Network, then Tap "Forget this Network" at the top.
4. In the Wi-fi Network list, reselect the Wi-fi network and enter in the password.

• Note: This may change the IP address on the phone so re-check the IP address.

Now try Pairing or Manually entering the IP, then try the sync again.

Restart the Router

Wifi routers can get go for long periods without needing a second thought, sometimes they can get in odd states and a quick restart will resolve connection issues. To restart:

1. Find and unplug the Wi-fi Router for at least 30 seconds.
2. Plug the Power back into the router and wait for the device and PC to reconnect to the network.

• Note: This may change the IP address on the phone so re-check the IP address.
• Note: It may take up to 3 minutes for everything to fully reconnect.
• Note: If your Modem is a separate unit from your Wi-fi Router, you may need to perform these steps on the Modem as well.

Wi-fi Connection is Lost (Android Battery Monitor)

The latest Samsung devices utilize new battery settings which "optimizes" your power consumption and can interfere with your DejaOffice Wifi Sync. If your DejaOffice sync is not completing, ensure DejaOffice is not being closed by the Battery Monitor.

For steps on older Android OS's Click Here for the full battery monitor guide.

Android OS 12 & 13

1. Open Android Settings > Tap "Apps" > and select "DejaOffice".
2. Tap "Battery".
3. Change the option to "Unrestricted".

For a more complete list of Android devices (including older ones), Click Here for the full guide on Battery Monitor.

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Advanced Troubleshooting

If the PC (outside of our sync) can not communicate with the phone, CompanionLink will also not be able to sync. This would indicate an issue with the network or the Phone and PC being connected to different networks. You can attempt to "Ping" the Device from the PC, if there is no response, CompanionLink will not be able to sync either. To Ping the device: Watch Video

1. On the device, open DejaOffice and tap Settings > Sync Settings > Wi-Fi Settings. The IP Address of the phone should be listed here.
2. Click the Start Menu and type "CMD" and select Command Prompt. (or Windows Click Start > (All) Programs > Accessories > Command Prompt).
3. In the Command Prompt Window Type "ping [IP Address]" and press Enter. The IP address will be the one from Step 2. (Example: ping 192.168.0.103).

• Note: If you see "Reply from..." then the PC is able to ping your IP address.
• Note: If you see "Request timed out" then the PC is unable to ping your IP address.
• Note: Even if the Ping works, on a weak connection the Wi-Fi sync may still NOT work.

If the validate step works. But Sync does not work, please check the following:

• Make sure the Device Name and IP matches on Android and on PC:
• Soft reset your Mobile Device by powering the device off for a minute, then power it back on.
• Check DejaOffice, Settings, Sync Settings, and make sure Wi-Fi Sync is selected. Go Wi-Fi Settings and check the Device Name.
• On the PC, open the CompanionLink Setup, be sure Android\iPhone via Wi-Fi is selected.
• On the PC, in CompanionLink Setup, click Settings under Android and Wifi and select Enter IP. Ensure the IP address and device name match your device. ::*Note: For Android the Device name is case sensitive.

Wi-Fi Interference

Wi-Fi uses radio waves to transmit data. Many things can effect this signal. (e.g. Bluetooth devices, cordless phones, microwave ovens) If you are experiencing Wi-Fi Sync issues, you can try eliminating possible interference.

Turn off Android Wi-fi Calling: Watch Video

1. Select the Apps icon on your Android device
2. Select Settings
3. Turn off Wifi Calling

Advanced Router Options:

1. Differentiate 2.4 and 5.0 frequency
2. Change frequency channels, IE try syncing over the 2.4 ghz network vs the 5 ghz.

Other Interference:
https://www.howtogeek.com/126327/how-to-get-a-better-wireless-signal-and-reduce-wireless-network-interference/

Review your settings

Please review our setup guide for syncing Android via Wi-Fi and ensure all settings are configured correctly:

https://www.companionlink.com/support/kb/Setup_Guide_-_Sync_Android_via_local_Wi-Fi

(NOTE: Be sure to double check all setting entries made after completing the tutorials.)

Rare/Uncommon Situations

Educational/Corporate networks:
Often educational or corporate networks will block the connection needed for Wifi sync. You will need to use an alternative sync method such as Bluetooth.

Hotel/Motel Wi-fi:
It is very common that hotels, motels, AirBnB, and other short term rental type places will block the connection needed for Wi-fi sync. You will need to use an alternative sync method such as Bluetooth.

Samsung SmartSwitch:
Due to a bug in Samsung SmartSwitch sometimes the IP address will be the same on the old phone and on the new phone. Try forgetting and reconnecting to the network as described above.

Conclusion

If you have continued issues with Wi-Fi connectivity, you may want to try some alternate methods provided by CompanionLink. If Wifi is unavailable, CompanionLink Bluetooth Sync can be used instead if your device has a Bluetooth support. For devices without Bluetooth support, CompanionLink has a DejaCloud Sync which uses any internet connection. Finally, you can use CompanionLink to move data to Google Calendar and Contacts, to move Calendar and Contact information via Google Sync to your Android phone or tablet.