Wi-Fi troubleshooting

Wi-Fi troubleshooting

This article is for the:
Polare App (iOS and Android)

WI-FI TROUBLESHOOTING

This article explains what to do if while using the Polare app you:
  1. Cannot find any Wi-Fi networks
  2. Cannot see your Wi-Fi network
  3. Can see your Wi-Fi network but not connect.


GENERAL TROUBLESHOOTING

Please first try the following general troubleshooting points for WiFi connection problems:

  1. Check if for any Internet connection issues. If your phone shows a weak WiFi signal, reset your wireless router before trying again.

  2. Reset the controller and try connecting through the app again. Long press and hold the power button for at least 5 seconds, and the WiFi light should start flashing.

  3. Your router may require you to add the controller MAC address in order for Smart Plug to connect to the Internet.

    1. You can find the MAC address printed on the back of the controller. MAC addresses follow the format, XX:XX:XX:XX:XX:XX, but will sometimes display as XX-XX-XX-XX-XX-XX or XXXXXXXXXXXX.

    2. Check your router security settings (see the manufacturer notes for your router) and add the controller MAC address if required. This is usually called a "Whitelist".

  4. Rarely, the number of devices connected to the router has reached the maximum. This is most likely if you are in an organisational network like a school or office. If so, disconnect devices already connected to the router.


A.      CANNOT FIND ANY WI-FI NETWORKS

If you cannot see any WiFi networks at all, please try the following steps:
  1. Check you can see some WiFi networks using your phone, holding your phone in the same place as your controller. You should be able to see WiFi networks listed when you search to connect to WiFi on the phone (not in the Polare app).

    1. If your phone cannot see any WiFi networks either, then you are likely in a dead spot. Please try the controller in another plug socket.

  2. If your phone can see WiFi networks but the app is not showing any, please try first plugging the controller into a plug socket near to your WiFi router or access point.

    1. If the app now shows WiFi networks, your first plug socket was likely too far away from an access point. Please try the controller in another plug socket.

  3. Check the controller is in pairing mode (the WiFi light should be flashing).

  4. If the controller is in a socket close to your WiFi, is in pairing mode, and your phone can see some WiFi networks, there may be something wrong with the controller.
If you have tried these steps and cannot see any WiFi networks during controller registration ("Connect New Device") , see this article:
https://support.polare.ai/portal/en/kb/articles/wi-fi-list-not-showing

If none of this works:
Please submit a support ticket or use our chat function at the bottom of this page.

B.      CANNOT SEE YOUR WI-FI NETWORK

Please follow all the steps for A. above

If you still cannot see the Wi-Fi network you want, please check:
  1. The router or access point is turned on and your phone is connected to the WiFi network you want to connect the controller to.

  2. If the router or network is set to 'hidden' WiFi mode. These networks should still be visible but may not be depending on your phone settings. If it is set to hidden mode, please temporarily disable this feature while you register the controller. Once the controller has completed the registration process, you can reset the network to hidden mode and the controller will remember the network.

C.      CAN SEE YOUR WIFI NETWORK BUT NOT CONNECT

  1. Please check that the entered password is correct.

  2. Please check if you need to whitelist the MAC address of your controller, as in Step 3 from General Troubleshooting above.

  3. That's about it...we're out of ideas.


If you still cannot connect to your WiFi network:
Please submit a support ticket or use our chat function at the bottom of this page.





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