MQ20 FAQ

The MotoSync+ app is a comprehensive mobile application that manages Motorola routers (e.g. MQ20). It offers robust parental controls and network security features.

Available for iOS and Android devices, the app provides an intuitive interface for setting up and monitoring your home Wi-Fi network.

Key Features of the MotoSync+ plus App :

1. Parental Controls
   
   
   • User Profiles: Create individual profiles for each family member to tailor internet access and restrictions.
   
   
   • Content Filtering: Block inappropriate websites and apps by category or specific URLs.
   
   
   • Screen Time Management: Set daily internet usage limits and schedules, including homework and bedtime restrictions.
   
   
   • Safe Browsing: Enforce SafeSearch on search engines and restrict YouTube content to age-appropriate material.
   
   
   • Browsing History: Enforce SafeSearch on search engines and restrict YouTube content to age-appropriate material.
2. Network Security
   
   
   • Malware Protection: Protect all connected devices from malware and ransomware threats.
   
   
   • Intrusion Detection: Monitor and block unauthorized access attempts to your network.
   
   
   • Device Management: View all connected devices, assign them to user profiles, and manage their access.
3. Remote Management
   
   
   • Control and monitor your network from anywhere using the app.
   
   
   • Pause internet access for specific devices or users with a single tap.
   
   
   • Receive real-time alerts for security events or when users attempt to access blocked content.
4. Easy Setup and Configuration
   
   
   • Step-by-step guidance to set up your Motorola router.
   
   
   • Customize Wi-Fi settings, including SSID and passwords.
   
   
   • Seamlessly integrate additional Motorola routers to expand network coverage.

Yes — your MQ20 mesh router will work with most ISPs, as long as:

1. You have a modem (or a gateway that allows you to disable the built-in WiFi/router features).


2. You connect the MQ20 via Ethernet to that modem or gateway.


3. You configure the MQ20 using the MotoSync+ app, which walks you through setup.

• Cable ISPs (e.g., Xfinity, Spectrum, Cox): Works great. Just plug the MQ20 into your modem.


• Fiber ISPs (e.g., AT&T Fiber, Verizon Fios):


• Works if you have a compatible ONT and can connect via Ethernet.


• You might need to disable your existing gateway’s WiFi or put it in bridge mode.


• DSL ISPs: This can work, but you’ll need to keep the ISP’s modem and connect the MQ20 behind it.


• Satellite or Fixed Wireless ISPs: These should work but may have limitations on speed/latency.

• a. Central Location

Place it near the center of your home to evenly distribute the signal.
Avoid putting it in a corner unless your usage is mostly in that area.
• b. High Up & In the Open

Set it on a shelf or mount it high on a wall.
Avoid putting it on the floor or inside cabinets.
• c. Away From Obstructions

Keep it away from thick walls, mirrors, metal objects, and water (like aquariums).
Don’t hide it behind a TV or in a closet.
• d. Far from Interference

Keep it away from microwaves, baby monitors, cordless phones, or Bluetooth speakers.
• e. Near Heavy Usage Areas (if possible)

If you stream or game a lot in one room, placing the router closer to that space helps.

All the hardware required to set up MQ20 is included in the box.

Although MQ20 supports the Easy Mesh standard, it may not be compatible with your existing mesh network setup, as each implementation differs.

• Step 1:
Please power on the MQ20 that you want to set up as a repeater. DO NOT PLUG IN THE ETHERNET CABLE.
• Step 2:
Go to the MotoSync+ App's dashboard and click on the (+) sign at the top.



• Step 3:
Follow the instructions in the MotoSync+ app to complete the setup.

Yes. Two kinds of firmware updates occur regularly.

1. a) Security updates and bug fixes - as necessary and usually urgent.


2. b) Feature updates - these happen less frequently when new features become available.

From the MotoSync+ app, you can enable auto-update by going to Settings > System > Firmware Update, which allows the firmware to be automatically updated at 2 a.m.
Alternatively, you can disable auto-update, in which case you will receive a notification when updates are available and can choose to apply them.

With the router powered up and completely booted, insert a paper clip in the RESET hole on the router's back panel for 10 seconds (count up to 10).

You can download the MotoSync+ mobile app from the Apple App Store or Google Play Store.

To enable automatic app updates, open your phone's settings, go to the App Store/Play Store, and then toggle on the "Automatic Downloads" or "Auto-update Apps" setting.
On iPhones, you'll find this setting in the App Store section of your Settings app. You'll find it on Android devices within the Google Play Store app.

Iphone:
• Open the Settings app on your iPhone.
• Scroll down and tap App Store.
• Toggle on the switch next to App Updates.
• (Optional) Toggle on Automatic Downloads under the Cellular Data section if you want apps to update using cellular data.

Android:
• Open the Google Play Store app.
• Tap on your Profile picture.
• Select Manage apps & devices.
• Tap Settings.
• Choose Auto-update Apps.
• Select your preferred update option (e.g., "Only over Wi-Fi" or "Download over any network").

Connecting a new device wirelessly:

Step 1:


• Record the Wi-Fi information (network name and password) for your MQ20 network from the MotoSync+ mobile app dashboard under 'WIFI Info.'

Step 2:


• Configure the new device's network name (SSID) and password. To connect a new device with an Ethernet cable, plug one end into one of the LAN ports on the back of the MQ20 and the other end into your device.
  
  Premium feature:
  
  For security, MotoSync+ offers you the following options to set up a new device upon connection:
1. - Always allow
2. - Block: The device will not get Internet access until the admin allows it.
3. - Allow and assign to a default user: To set the protection of the user level.
4. - Allow and assign to a default age group to protect the age level.

MotoSync+ Settings > New Device Connection.

Step-by-Step Guide to Set Up Parental Controls

1. Install the MotoSync+ App


• Download the MotoSync+ app from the App Store or Google Play Store.


2. Create an Account and Set Up Your Router


• Open the app and follow the on-screen instructions to create an account.


• Scan the QR code on your router's bottom to link it to the app.


3. Create User Profiles


• Navigate to the Users section in the app dashboard.


• Tap the “+” icon to add a new user.


• Enter the user’s name, assign a profile picture (optional), and select the appropriate age group.


• Choose additional settings such as enabling Safe Search and deciding whether to store browsing history.


4. Assign Devices to User Profiles


• Connect each device to your WiFi network.


• Once connected, the app will notify you of new devices.


• Tap on the notification, select the device type, and assign it to the corresponding user profile.


5. Configure Screen Time and Internet Schedules


• Within the user profile, tap on Screen Time Management to access the visual calendar.


• Set daily internet schedules, including homework time, bedtime, and screen time limits.


• You can also manage app usage by clicking on App Controls to disable specific apps like TikTok, Instagram, or YouTube during designated times.


6. Set Up Content Filtering


• In the user profile settings, navigate to Content Filtering.


• Filter content based on age or customize filters to block specific websites and categories, including adult or violent content.


7. Enable Additional Security Features


• Activate features such as Ad Blocker, Malware Protection, and the option to store browsing history.


• These settings enhance your network’s security and provide insights into your child’s online activities.


8. Save Settings


• After configuring all desired settings, ensure you tap Save to apply the changes to each user profile.

To assign a device to the user, go to Users > Devices and click on the + button in the bottom right corner of the screen. Select the device(s) and click on the Add Devices button.

You can set a daily schedule for how long a user can use the Internet from your MotoSync+ app. Once the time is up, that particular user’s Internet access will be automatically suspended.
To set up the screen time for a user:

• Step 1: Go to the “Users” tab, select the user, and screen time on your MotoSync+ app.


• Step 2: Click on the (+) sign next to the “Add Screen Time Schedule” and set up the screen time.





Note: Once set, you can still add additional reward time for your child for a job well done.

You can set a daily homework schedule for your child. During this time, the Internet will be allowed only for the sites required for homework, disabling social media and other apps or sites that cause distraction.
To set up the homework time for a user:

• Step 1: Go to the “Users” tab, select the user, and screen time on your MotoSync+ app.


• Step 2: Click on the (+) sign next to the “Add Internet Schedule” and set up the Homework time.

You can set a daily bedtime schedule for your child. During this time, the Internet will be allowed only for the sites required for bedtime, disabling social media and other apps or sites that cause distraction.
To set up the bedtime time for a user:

• Step 1: Go to the “Users” tab, select the user, and screen time on your MotoSync+ app.


• Step 2: Click on the (+) sign next to the “Add Internet Schedule” and set up the Bedtime.

You can track the sites your child is visiting, so there's no need to worry about their online activities. To do so, go to Users>Settings and turn on “Store Browsing History.”

You can also see the details of the site, like categories, viewed on and whether allowed or blocked:

Access control gives the parents a powerful tool to customize content filtering for younger children. Select the user and Access Control from the Users menu to customize the content filtering. From here, you can:


• a) Manage site access


• Check the current setting (allowed or blocked) and its category by typing the URL


• Change the current settings
• b) Manage Category


• MotoSync+ maintains 30 categories of all websites.


• You can check each category and its default settings (Always blocked, Unrestricted, or blocked during Homework time)


• You can also customize it (allowing social media for a Middle schooler, for example)
• c) Manage Apps


• MotoSync+ provides the ability to manage certain popular apps (not all apps)


• You can check the default settings Always blocked, Unrestricted, or blocked during Homework time)


• You can also customize it (allowing TikTok for a Middle schooler, for example)

You can suspend the Internet (managed devices only) from the MotoSync+ app dashboard.

Port forwarding is a networking process that allows external devices (like computers on the internet) to access services on a private local network through your router.
Imagine your router as the front door of your house, and each device inside is a room. Port forwarding is like telling your front door which room to send specific visitors to, based on their request.

Tip: Be cautious when setting up port forwarding, as it exposes devices to the internet. Only forward ports that are essential and secure.


To set up Port Forwarding, open the MotoSync+ app and go to the device menu. Select the device for which you want to set up a port forwarding rule. At the bottom of this screen, you will see the Port Forwarding menu (usually OFF).
Turn on “Enable Port Forwarding.” Tap the Add Rule button and input the following:

Protocol: Choose TCP, UDP, or both, depending on your needs.
External Port: The port number that outside users will connect to.
Internal Port: The port number used by the device on your local network.
Tap Save or Apply to activate the rule.

Some configurations may require the router or device to restart.

The best way to share the MQ20 with a Guest:

• a) Turn on the Guest Network if it has not already been done. From the MotoSync+ app, turn on the Guest Network from Settings> WIFI Settings>Guest Network.
  


• b) Open the WiFi info from the MotoSync+ app dashboard and let the guest scan the QR code to connect to the network.


• c) You can also assign the device to the Guest User profile.

Theoretically, MQ20 can support up to 250 devices as the IP limitation on a subnet. However, the actual number may depend on environmental noise, the type of devices, and the house size.

Theoretically, no limit exists on the number of user profiles that can be created. However, with more than 50 profiles, the app can be slow.

To remove a device assigned to the user from the user’s menu, select the User > Devices and click on the device you want to remove. From the device details menu, click on the “Do not Manage This Device” button at the very bottom of the screen.

Experiencing a timeout error when requesting in the MotoSync+ app is not normal. Although it happens rarely, it means either the MQ20 or the app is malfunctioning or the server is temporarily unavailable.
If the situation continues, please contact the customer support team to find out the root cause of the issue.

The pages don’t load for the blocked sites. It may be that the URL is not permitted for the specific age profile on managed devices, or in some cases, if the URL contains malware.


If safe search is enabled, some known sites that don’t support safe search (like Yahoo.com or Baidu.com) will not load.

You can set time limits for apps (like Facebook or TikTok) and devices (like Video game consoles).

Some downloaded apps can always be blocked during homework time, but not all.
Please navigate to Users> Access Control> Manage Apps to view and manage the mobile apps for a specific user.

The MotoSync+ app can be used anywhere worldwide if you have internet access.

No, MotoSync+ doesn’t support a web UI for security reasons. You can utilize the powerful app to handle all your needs.

MotoSync+ is not officially supported on laptops.

MQ20 is a tri-band router that supports 2.4, 5, and 6 GHz bands.

Auto band steering selects the optimal band for a specific wireless device to achieve the best performance. However, this feature can be disabled from the MotoSync+ app by going to Settings > WiFi settings > Primary Network > Auto Band Steering and turning off the steering.

You can set up a separate Wi-Fi network for IoT devices from the MotoSync+ app by navigating to Settings > WiFi Settings > IoT Network and turning it on.

There are several benefits of doing so.

In MQ20, the IoT network is separate and isolated from the Primary or Guest network, thus protecting the Primary network, as IoT devices are often not as secure as they should be.
Additionally, many IoT devices do not work well with auto band steering and function only on the 2.4 GHz band. Therefore, you can disable the auto band steering in the IoT network without affecting the devices on the Primary network.

MQ20 automatically sets the best and clean channel for the environment at boot-up. However, if there is a better operating channel, you can override it from the MotoSync+ app by going to Settings > WiFi settings.

Common Wi-Fi Router Connection Issues:

1. No Internet Access
   
   
   • Devices connect to the router but can’t access the internet.
   
   
   • Causes: ISP outage, modem issues, or incorrect router settings.
   
   
   • Fix: Restart modem and router; check with ISP; verify router’s WAN settings and cable.

2. Dropped Connections
   
   
   • The connection keeps cutting out intermittently.
   
   
   • Causes: Signal interference or weak signal.
   
   
   • Fix: Reposition router, update firmware, reduce connected devices, and check for interference.

3. Slow Wi-Fi Speeds
   
   
   • The Internet works, but is noticeably slow.
   
   
   • Causes: Too many connected devices, interference, old hardware, or ISP limitations.
   
   
   • Fix: Disconnect unused devices, switch to 5 or 6 GHz.

4. Weak Signal Strength
   
   
   • Signal drops off in certain rooms or far from the router.
   
   
   • Causes: Physical obstructions (walls, metal), long distance, or poor antenna placement.
   
   
   • Fix: Move router to a central, elevated location; use a mesh system or extender.

5. Devices Can’t Connect
   
   
   • A phone or laptop won’t join the network at all.
   
   
   • Causes: Incorrect Wi-Fi password, MAC address filtering, or device compatibility.
   
   
   • Fix: Double-check the password, disable MAC filtering, and reboot both the device and the router.

6. Wi-Fi Network Not Showing
   
   
   • The Wi-Fi network doesn’t appear in the list.
   
   
   • Causes: Router is offline, hidden SSID, or faulty hardware.
   
   
   • Fix: Ensure the router is powered on; unhide SSID in settings; reboot.

7. Content is getting blocked due to content filtering or malware
   
   
   • Some websites are taking a long time to load or are not loading.
   
   
   • Causes: Some sites might block internal URLs for age-specific content filtering or safe search.
     The same can happen if a site contains a link with malware.
   
   
   • Fix: Check whether the device is assigned to a user with a Toddler-High School profile. Devices intended for adults should not be assigned to a child’s profile. Unmanage the device and check again to see if it resolves the issue.
     Additionally, from the browsing history, you can look for specific URLs that might be blocked.

Step-by-Step Guide to Setting Up Content Filtering on MotoSync+:

1. Create User Profiles
   
   
   • From the app dashboard, tap on Users.
   
   
   • Tap the Add button (usually a “+” icon) to create a new user profile.
   
   
   • Enter the user’s name, assign a photo if desired, and select the appropriate age group (e.g., Toddler, Elementary, Middle School, High School, Adult).
   
   
   • Assign the user’s devices to their profile.

2. Configure Content Filtering Settings
   
   
   • Within the user profile, navigate to Settings.
   
   
   • Adjust the following settings as needed:
   
   
   • Safe Search:Enforces safe search on search engines like Google and Bing.
   
   
   • Safe YouTube:Restricts YouTube content to age-appropriate material.
   
   
   • Ad Blocker::Blocks intrusive ads (may require a subscription).
   
   
   • Store Browsing History:Enables viewing of browsing history, even if deleted on the device.
   
   
   • Allow VPN:Toggle off to prevent VPN usage that could bypass filters.

3. Set Up Screen Time Management
   
   
   • In the user profile, tap on Screen Time Management.
   
   
   • Use the visual calendar to schedule internet access:
   
   
   • Homework Time:Internet is available, but distractions like social media can be blocked.
   
   
   • Bedtime:Internet access is blocked during designated sleep hours.
   
   
   • Suspend:Manually pause internet access at any time.

4. Manage App and Website Access
   
   
   • Navigate to App Control within the user profile.
   
   
   • Here, you can allow or block specific applications and websites.
   
   
   • You can also set schedules for when certain apps or sites are accessible.

5. Monitor and Adjust Settings as Needed
   
   
   • Regularly review browsing history and usage reports.
   
   
   • Adjust filters, screen time, and app access based on your child’s needs and maturity.

When a VPN is enabled on a connected device on MQ20, it bypasses all content filtering and malware protection. You can block the VPN for a particular user from the user’s settings. Although it works for most VPNs, VPN companies are becoming smarter and using new protocols to evade this. If you find some VPNs are not getting blocked, please report to customer support so that we can work harder to find ways to block them.

Top Reasons for Slow Internet on a Router:

1. ISP Issues
   
   
   • Your internet service provider (ISP) may be experiencing outages or network congestion.
   
   
   • Fix: Check with your ISP or run a speed test directly via modem to rule this out.

2. Outdated Firmware
   
   
   • MQ20 might need firmware updates to fix bugs and improve performance.
   
   
   • Fix: Check your router’s settings or app for available updates.

3. Too Many Connected Devices
   
   
   • Streaming, gaming, video calls, and smart home devices can overload your network.
   
   
   • Fix: Disconnect unused devices or upgrade to a router with higher capacity (like WiFi 6).

4. Interference from Other Devices
   
   
   • Microwaves, baby monitors, cordless phones, and neighboring Wi-Fi networks can interfere.
   
   
   • Fix: Switch to the 5 GHz band or use a less congested Wi-Fi channel.

5. Weak Wi-Fi Signal
   
   
   • Thick walls, distance, or poor router placement can reduce signal strength
   
   
   • Fix: Move the router to a central location or use mesh extenders.

6. Background Applications
   
   
   • Devices on your network may be running bandwidth-heavy apps.
   
   
   • Fix: Use antivirus software and monitor bandwidth usage per device.

7. Improper Configuration
   
   
   • Misconfigured Quality of Service (QoS), DNS settings, or firewalls can throttle performance.
   
   
   • Fix: Reset to factory settings or review advanced settings via the router’s admin panel.

8. Bandwidth Throttling
   
   
   • Some ISPs intentionally slow speeds during peak hours or for certain types of traffic.
   
   
   • Fix: Use a VPN to test if speeds improve; contact your ISP if consistent.

9. Overheating
   
   
   • A hot router may slow down or throttle to prevent damage.
   
   
   • Fix: Ensure the router is well-ventilated and dust-free.

If you’re having trouble scanning the QR code on the back of your router:

• Make sure your camera lens is clean and focused


• Hold your device steady and ensure the QR code is well-lit and not blurry


• Try moving your device closer or farther from the QR code.


• Call customer support +1-833-411-1397 to get help.

Unpair router: Disassociate your mobile device from the router. Your MotoSync+ account will still exist on the server, but it is not associated with a router. Additionally, the router configuration will remain unchanged.

Hardware reset: Unpair the router, then wipe out the router's configuration (any settings or connection information will be erased). Your MotoSync+ account will still exist on the server, but it is not associated with a router.

There is another option:

In brief: If you are giving away your router to someone else, please perform a hard reset on the router, then “Delete the account and wipe the data” from the Motosync+ app settings.