This article discusses troubleshooting methods to follow if you're receiving a connection-failure while configuring Smart Devices.
The article also reviews recommended Router Settings that best support connection to CE Smart Home Devices.
Please note: CE Smart Home Devices require connection to a 2.4GHz Wi-Fi band and are not compatible with 5GHz bands.
- If you are unsure of your router’s output signal strength, or you are unsure if your router broadcasts a dual-band signal, please contact your internet service provider to confirm.
There are two configuration methods: Normal Mode and AP Mode
- Normal Mode is the default method
- In AP Mode, or Access Point Mode, the Smart Device broadcasts a hotspot to connect to your 2.4GHz Wi-Fi network.
If you have a dual band router that broadcasts both 2.4GHz and 5GHz signals:
- If your bands share one network name (one SSID), please separate the band's so their network names (SSIDs) differ, or connect via AP Mode for stable connection.
- If your 2.4GHz and 5GHz bands have separate network names (different SSIDs) and initial connection fails, please ensure you are connected to the 2.4GHz band only and try again. If connection fails again, try connecting in AP mode.
If your Smart Device fails to connect upon reaching 100% configuration, please check to ensure:
- Your phone/tablet being used to connect the smart device is connected to your 2.4 GHz Wi-Fi band only; if using a dual band router, separate the bands ensuring the SSIDs (network names) differ for each band.
- Confirm the 2.4GHz router password is being entered correctly (case sensitive) in the app when initializing connection.
- Confirm the Smart Device's LED indicator is flashing while initializing connection in the app.
- The LED indicator should be:
- Rapidly flashing (~2x per second) when connecting in Normal Mode
- Slowly flashing (1x per 2-3 seconds) when connecting in AP Mode
- The LED indicator should be:
- Confirm the router, mobile device and smart device are all in close range
- If Normal Mode connection fails, try connecting in AP Mode.
- For AP Mode connection steps, please visit this article, and view the AP Mode section for your device type.
- If you continue to experience connection-failure in both Normal Mode and AP Mode, you may need to modify a router setting; please see below.
If you are unsure how to modify router settings, your internet service provider should be able to help assist, and, possibly, can make these changes for you.
1. Check to ensure the firmware of your router is up to date.
2. Confirm you are connected to a Dynamic IP address on a WAN Network.
3. Check the 2.4GHz Channel:
- Set the 2.4GHz band to channel 11 (not automatic, if possible)
4. Check the 2.4GHz Wi-Fi Settings
- Enable b/g/n (or mixed) for your 2.4GHz band (802.11b/g/n)
- 11 'n' only is not compatible. Routers that broadcast 2.4GHz bands as 802.11n only instead of 802.11b/g/n are not compatible at this time.
4. Confirm the router’s security/encryption method is WPA2-PSK (or WPA2-Personal) and authentication type is AES (not TKIP or mixed, if possible), or both are set up as automatic.
5. Check if your router has a device limit for the number of allowed connections; try turning off some devices' Wi-Fi and configure smart devices again. Typically, routers can stably support about 15 devices.
6. If your router enables a MAC address filter, please try turning off the MAC filter or try removing the Smart device from MAC filter list to ensure the router is allowing the device to be connected.
If you are still experiencing device connection failure and you have attempted connection in both Normal Mode and AP Mode, have modified router settings and have separated your 2.4GHz and 5GHz networks into two different network names (SSIDs), please contact us for further assistance. Please include the below information:
- Smart device type you’re unable to connect
- Make/model of your phone/tablet that you are attempting to install the devices on
- Make/model of your Router/Gateway and your Internet Service Provider