If you are receiving a device connection failure upon reaching 100% connection, please ensure you are connected to your 2.4GHz network on your phone/tablet being used to connect the device. Devices are compatible with 2.4GHz Wi-Fi only.
If connection is failing, please try connecting in AP mode (Access Point Mode: device broadcasts a Wi-Fi hot spot to connect) to see if device connection succeeds. Please visit this FAQ and view AP mode section for your device type for assistance connecting in AP mode.
If connection still fails, ensure your router's firmware is up to date; you may also need to modify a router setting. Please reference the below to troubleshoot when you're having continued device connection failure.
1. Confirm the Smart Device is powered on, and in pairing mode. Rapidly Flashing for Normal Mode or Slowly Flashing for AP Mode.
2. Confirm that device, smartphone and router are close to each other.
3. Confirm the entered router password is correct remembering that passwords are Case Sensitive
4. Confirm Device being used to connect the Smart Product is connected to a 2.4GHz Wi-Fi channel. 2.4GHz and 5GHz bands should be separated and differ in SSIDs (network names); connect to your 2.4GHz band SSID network only.
5. Check to ensure the firmware of your router is up to date.
6. Confirm you are connected to a Dynamic IP address on a WAN Network.
7. The 2.4GHz channel should be set to channel 11 with b/g/n (or mixed) enabled. (802.11b/g/n)
8. Confirm that router’s encryption method is WPA2-PSK and authentication type is AES (not TKIP or mixed, if possible), or both are set up as automatic.
9. If the router’s connected devices reach the amount limit, please try to turn off some devices’ Wi-Fi function and configure again.
10. If router enables MAC address filter, please try turning off the MAC filter or removing the device from MAC filter list to make sure the router is allowing the device to be connected.
If you are unsure how to modify router settings, your internet service provider should be able to help assist, and possibly can also make these changes for you.
If you have separated SSIDs for your 2.4GHz and 5GHz networks, have tried connection in both normal and AP mode, and have modified router settings, and you are still experiencing a device connection failure, please contact us for further assistance.