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Mirror Error: "Oops!" Not Connected | Matrix Steps

ISSUE OVERVIEW

This article covers two connection errors requiring the same steps. Please follow these steps whenever a Member reports either issue. Please note the full error messages are:

  • “Oops! Looks like you’re not connected with Mirror. Open your Phone’s WiFi Settings and select mirror-xxxxxx, then return to the lululemon Studio App.”
  • “Oops! Looks like your Mirror isn’t connected to a network. Open your Phone’s WiFi Settings and select mirror-xxxxxx, then return to the lululemon Studio App.”

PHOTO: "Oops! Looks like you're not connected with Mirror." Error

PHOTO: "Oops! Looks like your Mirror isn't connected to a network." Error

TABLE OF CONTENTS

Troubleshooting


Matrix Steps Kustomer Notes Shortcut: #NWERSCNCT

Use the notes template shortcut above (#NWERSCNCT) to guide your note-taking in Kustomer as you follow the below matrix steps. The template notes should be used to create your Jira Ticket should it become necessary.


🔬 Before the Call

If available, check the MirrorOS, RSSI, Link speed, and Speed Test results in Looker and use the information found prior to the call to help determine the cause of the issue.

  • If you discover poor RSSI, you may need to discuss using a mesh system, moving Mirror and wireless access points closer together, or using an ethernet connection with the Member.

    • RESOURCE: How-To: Connect the lululemon Studio Mirror using Ethernet

Initial Questions

  • What is the exact error message you’re seeing? Is the message on the Mirror or in the lululemon Studio App?
    • ASSOCIATE: Use the Member's answer to determine the next best steps.
  • Is this the first time you’ve seen this message?
    • If no, how often does the issue happen? Is there a pattern to when the issue happens? (i.e. every night, every couple of hours, at the end of every workout, etc.)
  • Do any events correlate with the beginning of the issue or has this issue always occurred? (i.e. Power outage, Internet problems, Change of network, Update of phone, Mirror, app, wifi system, or new companion device)
  • When did the issue occur?
    • ASSOCIATE: Gather dates and times (including time zone), even if approximation so that engineering can look at logs auto-captured during that time.
  • Can you play workouts on your Mirror when it's not showing the "Oops" message?
  • In the settings of the lululemon Studio App, what is your Membership Type listed as?
    • ASSOCIATE:
      • If All-Access: proceed with the next steps.
      • If App, the Member will not be able to connect a Mirror. Investigate the account & subscription status further following: How-To: Confirm Account Status (CAS) and transfer to Support as needed. (Most often in these cases, the Member will likely need to upgrade their Membership type to All-Access but complete CAS before transferring to rule out any app bugs/unexpected behavior.)

PHOTOS: Membership Type in the lululemon Studio App
ALL-ACCESS MEMBERSHIP
Can connect to a Mirror
APP MEMBERSHIP
Can't connect to a Mirror


Troubleshooting Steps

  1. Ask the initial questions.
  2. Use the Mirror ID, software version, or Order date to verify Mirror type. V1.0 or V1.1.

RESOURCE: How-To: Identify lululemon Studio Mirror Type V1.0 vs. V1.1

  1. Is the issue currently occurring?
    1. Yes the Mirror is on Oops: have the Member take a picture of the message and send it to you.
    2. No the Mirror is on the pulsing logo: skip to step 9.
    3. No the Mirror is on another screen: use your best judgement to change to a different matrix flow if necessary or return the Mirror to the pulsing logo then skip to step 9.
  2. Ask the Member to connect to Mirror AP through the lululemon Studio App, and attempt to OOBE. (Do not turn the Mirror off!)
    1. If you are able to connect to the Mirror skip to step 9.
  3. Reboot the Mirror using the button or switch following the SOP in the dropdown below.

RESOURCE: How-To: Reboot or Turn Off/On lululemon Studio Mirror

  1. Force close lululemon Studio App.

RESOURCE: How-To: Force Quit or Force Stop an App

  1. Check that Local Network (iOS 14 and up) or Nearby Devices (Android 12 and up) Permissions are turned on

FAQ: Local Network Configuration Requirements for your lululemon Studio Mirror

  1. Attempt to OOBE again, following the steps on the "Oops!" screen.
    1. If still unable to OOBE skip to step 12.
    2. If OOBE is successful, please continue to steps 9 - 11.
  2. Collect logs - regular and Log, dumpsys, ifconfig, netstat, getprop.
    1. If you can’t collect logs, please note why.

RESOURCE: How-To: Collect Logs from a Mirror

  1. Update Mirror and App (BG updates).
    1. If you're unable to update despite the Mirror being connected, proceed to Unable to Update Mirror Software | Matrix Steps prior to moving to the next step.
  2. Is the issue reoccurring or a one time issue?
    1. If reoccurring or no obvious reason why the issue occurred continue matrix steps 12-14.
    2. If one time issue that was likely due to an environmental issue (power outage, internet outage, etc.) troubleshooting can be complete.
      1. Please indicate the possible reason for the Oops message in your notes and encourage the Member to let us know if the issue begins to re-occur as we’ll need to investigate further.
  3. Ask the network questions below:

Network Questions

  • Who is your internet service provider (ISP)?
  • Who installed your network? Was it professionally installed?
    • Examples include the Member's ISP, a Professional IT Team, a friend or family member, self-installed, etc.
  • Are you using a single router or do you have other networking equipment as well?
    • Examples include extenders, boosters, repeaters, access points, mesh networks, etc.
  • What are the brand names and model numbers of all hardware?
    • ASSOCIATE: Ask the Member to gather photos of how all equipment is routed.

🔎 Listen for:

Consumer grade mesh common brands: eero, Orbi, Nighthawk, Deco, Google Mesh/Nest

These brands of network equipment are commonly purchased by the Member directly and often have a companion app available to manage the network.


Commercial grade network hardware common brands: Cisco, Ruckus, Luxul, Araknis, Ubiquiti/Unifi, Meraki

These brands of network equipment are more frequently more complex setups. They are more likely to have been installed by a 3rd party (IT team or person) and are much more likely to be managed and maintained by someone outside the household.

  • How many SSIDs (network names) do you have (e.g. My-Home & My-Home-5g)
    • What are the SSID names?
      • ASSOCIATE: Be sure to record these exactly as they are written including spaces, punctuation, and upper/lowercase letters
    • If the Member has multiple access points (APs), which names are associated with which APs?
    • If the Member has more than one AP, is the wireless network name shared by more than one router/mesh system?
  • Is the network you're attempting to connect to a guest network? Do you have a guest network?
  • Are you connected to any ISP public WiFi networks? i.e. Spectrum WiFi, Xfinity WiFi
    • ASSOCIATE: Sometimes having the Member tell you the name of their SSID helps answer this question.
  • What is the proximity of the Mirror to the network hardware, i.e. where is the nearest AP or where is the "IT Closet"?
  • Do you know credentials to log in to your network and change settings or do you have access to an application where you can log in to your network?
    • ASSOCIATE: This is not the Member's WiFi password. Many people don't know this off the top of their heads. Often the admin credentials for the router are written on the router itself, but this could also be login credentials for a companion app.
  • If the network was installed by IT Team or if a commercial grade network:
    • Are there any firewalls on the network?
    • Is the network using any other client isolation protocols?
      • ASSOCIATE: You can direct Members to the FAQ below to learn more about client isolation and local network permissions required by the Mirror.

FAQ: Local Network Configuration Requirements for your lululemon Studio Mirror

  1. Check the Network Configuration Guides Resource Page for specific steps for Mirror won’t stay connected (Oops) and perform those steps if the Member has that particular network equipment.
    1. If the issue persists after following the guide, collect logs, note it, and move to step 14.

💬 Note:

Note, some of the guides focus on getting the Mirror reconnected, while others may have settings changes to perform. If the Mirror is already connected at this point, please be sure to still complete the guide to ensure any necessary settings changes are performed on the Member’s network.

RESOURCE: Network Configuration Guides
  1. Is the issue still persisting?
    1. If yes the Mirror still shows Oops, move to step 15.
    2. If no the issue was resolved above, skip to step 19.
  2. Have the Member stream a live and on-demand workout directly to their phone. Describe in detail any issues that occur when streaming in the lululemon Studio App.
  3. Ensure the Member knows their WiFi password then perform a BLE reset and attempt OOBE again.
    1. If you successfully OOBE, update the Mirror & collect logs. Is the issue reoccurring or a one time issue?
      1. If reoccurring or no obvious reason why the issue occurred continue matrix step 19.
      2. If one time issue that was likely due to an environmental issue (power outage, internet outage, etc.) troubleshooting can be complete.
        1. Please indicate the possible reason for the Oops message in your notes and encourage the Member to let us know if the issue begins to re-occur as we’ll need to investigate further.

RESOURCE: How-To: Update the lululemon Studio Mirror & App

  1. Is now a good time for the Member to power off their networking equipment?
    1. If the Member is able to reboot their network:
      1. Power off the Mirror by following the section in the article below titled "Turning the Mirror off to leave off for a period of time."
      2. Power off all networking equipment for 2 minutes. (This includes all modems, routers, switches, wireless access points, mesh nodes, boosters, repeaters, etc.)
      3. Once the Member's network is back up, power the Mirror back on and wait for it to reconnect.
    2. If the Member is unable to reboot their network due to Member limitation (work from home, time constraint, etc.):
      1. Position to the Member that they should complete this step at their next available opportunity.
      2. Send network reboot instructions in a follow up email and continue to the next step.
      3. Follow up with Member 24 hours later to confirm the network reboot was completed.
      4. Skip to step 19.

RESOURCE: How-To: Reboot or Turn Off/On lululemon Studio Mirror

  1. Attempt to OOBE again.
    1. If you successfully OOBE, update the Mirror & collect logs. Is the issue reoccurring or a one time issue?
      1. If reoccurring or no obvious reason why the issue occurred continue matrix step 19.
      2. If one time issue that was likely due to an environmental issue (power outage, internet outage, etc.) troubleshooting can be complete.
        1. Please indicate the possible reason for the Oops message in your notes and encourage the Member to let us know if the issue begins to re-occur as we’ll need to investigate further.
  2. Run a speed test:
    1. If the Mirror is on Oops: Use fast.com.
    2. If Mirror is on the pulsing logo: Use DEVBOX if available, otherwise the speed test via Advanced Options in the App.

FAQ: How to Check your Network Speed

  1. Check RSSI and Link Speed. This must be done by using the DEVBOX speed test, Looker, or Kustomer.
    1. Poor RSSI (less than -65): discuss using a mesh system, moving Mirror and wireless access point closer together, or ethernet connection. You can also refer the Member to the FAQ linked below in the second dropdown below.
    2. Good RSSI (-65 is passable, -40 or higher is optimal) : continue to next step.
  2. Check Download Speed.
    1. If speeds are less than 10 MBPS but RSSI and link speed are good, run a fast.com speed test from Member’s companion device in the same room as the Mirror and next to the access point that the Mirror is connected to and note the results.
  3. Is the Mirror connected at this stage?
    1. If yes move to step 23.
    2. If no proceed to Mirror Won’t Connect to Network | Matrix Steps, step 5.
  4. Verify that the member can stream live and on-demand workouts.
    1. If there are issues with buffering or retrying, follow appropriate steps in the matrix for the issue at this point starting at step 5.
      1. Mirror Buffers During Live & On Demand Classes | Matrix Steps
      2. Mirror displays "Retrying" during Classes | Matrix Steps
  5. If the issue is reoccurring or there is no obvious reason why the issue occurred, continue to the escalation section for instructions on escalating to the networking & software teams.
    1. Be sure to note at which step you were able to reconnect the Mirror and the behavior of the Oops error the Member is seeing.

Escalation Process

If the above steps did not resolve the issue or if you need to escalate this case to engineering, hardware team, or Smart IT for further review, please follow the steps below:

  1. Follow the steps in How-To: Create A Bug Ticket to create a bug report ticket.

RESOURCE: How-To: Create a Bug Ticket

  1. In Kustomer: Tag the Member's conversation thread with "Smart IT Triage."
  2. In Jira: Tag the @networking-team in the Jira ticket comments.
  3. Follow the steps in How-To: Manage Jira Tickets (Bug Report) to follow up on and manage your open ticket through resolution.

RESOURCE: How-To: Manage Jira Tickets (Bug Report)

Additional Information

Possible Contact Reasons

Relevant Snippets

  • xgentech 1.0a - General Troubleshooting Steps and Initial Questions
  • x.networking 1.5 - Network Equipment Information Request

Resources

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