If your previously paired device disconnects and the app reports a connection failure when you tap Reconnect, or if the app reports a connection failure during initial setup, we’re sorry for the inconvenience.
These messages are usually related to a weak network signal detected by the Hub or a Bluetooth connection that is already in use. Recent changes to your network or device location may also affect connectivity, such as:
- Replacing your router or changing your Wi-Fi name or password.
- Setting up the device in one room and then moving it to another room for use.
If a weak network signal is causing the issue, the device will automatically attempt to reconnect when the system detects improved network conditions. Once the connection is restored, the message will clear. You can wait a while to see whether the device reconnects.
You can also try the following steps to resolve the issue:
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Make sure the device is receiving power
The device cannot connect to a network without power. First, check that it is properly connected to a working power source.
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Tap Reconnect and confirm your Wi-Fi password
Tap the reconnect button in the app and re-enter your Wi-Fi password when prompted. If you recently changed your password, enter the new password and try connecting again.
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Restart the device by disconnecting power
Unplug the power cord and plug it back in, or switch the outlet’s power supply off and back on to restart the device. This allows the system to reassess network conditions and may help clear a Bluetooth connection conflict.
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Keep your phone close when trying to connect again
Keep your phone within 10 meters of the Hub, and move it as close to the device as possible while connecting.
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Check for obstructions between your phone and the Hub
Make sure there are no objects between your phone and the Hub that could interfere with the signal, particularly metal objects.
Try a different network environment
If the device still cannot connect, or if it disconnects frequently after connecting, try the following:
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Test with a personal hotspot
Try connecting the device to your phone’s personal hotspot and monitor it for approximately 30 minutes to see whether it reconnects automatically. You can also tap the reconnect button in the app to check whether the connection succeeds.
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Try a different Wi-Fi router
If possible, connect the device using another Wi-Fi router and check whether the connection becomes stable.
When to contact support
If none of these steps resolves the issue, please contact our support team and provide your app logs so we can investigate further.