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I'm having trouble connecting my wireless device to the WiFi

posted this on June 13, 2017 21:16PM

Please check that your devices meet the minimum requirements for setup: 

-You have a strong WiFi signal at the location of installation. If you are unsure, please view the following FAQ on testing your wireless signal strength. If your signal strength is weak, please refer to the following FAQ for tips to improve your wireless signal strength

-Your router is broadcasting a 2.4GHz WPA/WPA2 password-protected WiFi network. 

-If you have a dual-band router, make sure that the 2.4GHz signal is broadcasting with a different SSID than your 5GHz signal. For example, you can set your 2.4GHz signal to be "Home WiFi" and your 5GHz signal to be "Home WiFi_5GHz". 

-You are using an iOS® (v.7.0 and up) or AndroidTM smart mobile device for setup. 

 

 

If your wireless network does not meet minimum requirements, please follow the instructions below: 

1. Access your wireless router settings. If you are unfamiliar with how to access your router settings, please refer to the corresponding FAQ, linked here

2. Find the tab or setting called Wireless or Wireless Settings

3. Find the field with a title similar to Wireless Network Name (SSID)

4. Rename the SSID for your 5GHz signal so that it is different from the SSID of your 2.4GHz signal. 

5. Find the option called Security and select WPA or WPA2 personal. Set a strong password for your wireless network. 

6. Make sure that the Wireless SSID Broadcast or SSID Broadcast setting for your 2.4GHz network is enabled. 

 

If you have met the minimum requirements and are still having issues, please follow the steps below to troubleshoot for "Zink" or "Automatic Connection" methods. 

-If the Status Light is blinking green, try removing special characters and spaces from the SSID (WiFi network name) like "$" or "!". 

-If the Status Light is solid blue, then the device has already connected to the WiFi network. You can add the device by returning to the Add Device menu, selecting the "Wireless Device and Smart Kit" connection method and choosing the "Wireless Device" option. The app should automatically search for all devices on the WiFi network; please make sure that your smartphone is connected to the same WiFi network. 

-For some smartphones, you will need to disable your 3G/4G LTE data connection during setup. Once you have configured your device, you can re-enable your 3G/4G LTE data connection. 

 

 

If you have met the minimum requirements and are still having issues, please follow the steps below to troubleshoot your router for the SmartLink setup. 

1. Access your wireless router settings. If you are unfamiliar with how to access your router settings, please refer to the corresponding FAQ, linked here

2. Find the tab or setting called Wireless or Wireless Settings

3. Find the option called Wireless Network Mode

4. Set the wireless network mode of your 2.4GHz wireless network to 802.11b only, 802.11g only, or 802.11b/g only

5. Retry the SmartLink setup from your smartphone while connecting to this network. 

6. After SmartLink successfully connects your wireless device to the WiFi network, you can change your settings back to their original value. The wireless device will automatically connect to your network. 

 

If you are still having issues, please contact our support team, we would love to assist you.