▶ 1. Why can't my device connect to the network?
Please check in the following ways:
- Please confirm that only our APP can connect the device to the network.
- Please confirm whether the entered Wi-Fi password is correct, and pay attention to whether there are spaces and case issues before and after the Wi-Fi account or password.
- The device only support 2.4GHz brand Wi-FI.
- Please check if the device is properly powered on.
- If the network is normal but the device fails to connect, please confirm whether the router is overloaded. You can try turning off the Wi-Fi function of a device to free up channels for reconfiguration.
- The location of the device is too far away from the router (the indoor environment is more complicated, it is easy to fail after more than 5 meters; the outdoor environment is empty, it is easy to fail after more than 10 meters).
If your problem still exists, provide APsystems with your device ID, We will arrange for technical support engineers to troubleshoot this issue.
Thank you for your support and understanding.
▶ 2. Why is my device offline?
f your device is offline for a long time, you can only manually reset the device's networking, and then manually add the device again. If your device always offline, please check in the following ways:
- Check whether the router is powered off or disconnected from the network. If so, the router will take some time to recover. Wait for two minutes and then check whether your device is online.
- Check whether the router has been replaced, or the Wi-Fi name or password has been changed. If so, remove your device and then add it to the network again.
- The Wi-Fi signal of the device is too poor (for example: there are several walls separated from the router; the device is surrounded by a metal shell or there are metal objects nearby; nearby high-power Appliances such as air conditioners and refrigerators interfere).
- The location of the device is too far away from the router (the indoor environment is more complicated, it is easy to go offline after more than 5 meters; the outdoor environment is empty, it is easy to go offline after more than 10 meters).
- Check whether the firmware is the latest version. To check this on the App, choose Home-Tap settings icon—Tap device— Firmware Update.
- If the device goes offline after a period of use, but after restarting the router or re-networking the device, the device returns to normal. Indicating that the router is overloaded due to long-term high-load use, and you need to replace it with a more powerful one, or reduce the number of devices connected to the router.
- You can also use a phone hotspot to check whether it is the problem of network.
If your device still fails to connect to the network after the preceding steps, place your device in a network environment with strong and stable signals and connect it to the network again. If your device is still offline, provide APsystems with device ID. We will arrange for technical support engineers to troubleshoot this issue.
Thank you for your support and understanding.
▶ 3. What should I do if my router is a 5GHz network?
Most routers on the market are dual-band routers, which have both 2.4GHz and 5GHz brand. Please choose 2.4GHz brand for connection, because currently our products only support 2.4GHz brand, please check in the following ways:
- If the Wi-Fi name has not been changed; In the Wi-Fi list, you see Wi-Fi with the suffix 5G at 5GHz, such as [XXX_5G], and Wi-Fi without the suffix at 2.4GHz.
- If you change the Wi-Fi name, you can't use the suffix to determine if it's a 2.4GHz brand. Please go to the "Wireless" page of the router (the access method is usually on the label on the back of the router), find the 2.4GHz Settings page, change the Wi-Fi name (SSID) to "xxx-2.4G", and save the Settings; Find the 5GHz Settings page, change the Wi-Fi name (SSID) to "xxx-5G", and save the Settings; Once the name is changed, you can retrieve it again.
If the Wi-Fi name changed, all devices connected to the wireless router need to connect the Wi-Fi again, and if the password has not been changed, it will remain the same.
▶ 4. Why can't the device connect to Wi-Fi when it turns on automatically?
Please check in the following ways:
- Whether there are too many devices in your home that need to be connected to the Internet, beyond the range that the router can load (ordinary home routers can only load less than 10 devices), so your devices cannot connect to the network;
- Whether the network quality is unstable, so the device fails to connect to the network in time after the incoming call;
- You can reconfigure the network for the device through the direct connection function.
If your problem still exists, provide APsystems with your device ID, We will arrange for technical support engineers to troubleshoot this issue.
▶ 5. Why can't I connect to my device via Bluetooth?
Please check in the following ways:
- Pairing a Bluetooth device needs to be connected in our App, not the Bluetooth connection interface of the phone;
- If you use an Android phone, you must open the App's location permission;
- Whether the device is powered on;
- Whether the distance between the Bluetooth gateway and the Bluetooth device is moderate (less than 3 meters), it is recommended to be as close as possible;
- The Bluetooth lock function may be enabled on the device (Bluetooth is turned off). It is recommended to plug and unplug the AC side. The Bluetooth will be turned on for 15 minutes;
- Check whether there are other users around using the Bluetooth device (the Bluetooth device can only be controlled and used by one user at the same time due to its characteristics, and other users can't connect to the device);
- Our APP can only connect to our device.Bluetooth devices have certain private protocols, so it can't connect to other brands of devices.
If your problem still exists, provide APsystems with your device ID, We will arrange for technical support engineers to troubleshoot this issue.
▶ 6. The Bluetooth signal is weak or the communication quality is poor. What should I do?
Please check in the following ways:
- Whether the distance between the Bluetooth gateway and the Bluetooth device is moderate (less than 3 meters), it is recommended to be as close as possible;
- Check if there are any obstacles between the phone and the device.
Recommend you to connect the device when the signal is above 2 bars. If your problem still exists, provide APsystems with your device ID, We will arrange for technical support engineers to troubleshoot this issue.
▶ 7. How do I switch my device's Bluetooth functionality to manual?
We suggest that you proceed as follows:
- Please log in to your account, enter the settings page for a single device, click Bluetooth Lock, and then click Open. Once turned on, the device Bluetooth will immediately turn off. If you do not have an account, please register an account first and bind it to your device.
If you failed to turn off the device' Bluetooth, provide APsystems with your account and device ID, we will arrange for technical support engineers to troubleshoot this issue.
▶ 8. If the device's Bluetooth is turned off, how can I turn it on?
We suggest that you proceed as follows:
- After the device is turned on, Bluetooth will be turned on for 15 minutes;
- After the device is turned on, plug and unplug the DC or AC side, and Bluetooth will be turned on for 15 minutes;
- Log in to your account, enter the settings page for a single device, click Bluetooth lock, and then click close. Bluetooth will remain normally open, and it is not recommended to turn off Bluetooth lock. Normally open Bluetooth may cause data security issues.
If you failed to turn on the device' Bluetooth, provide APsystems with your account and device ID, we will arrange for technical support engineers to troubleshoot this issue.
