Shenzhen Sonoff Technologies Co., Ltd.
English
Common Problems
Fail to pair Wi-Fi devices to eWeLink APP
1. Make sure the device is in pairing mode. After three minutes of unsuccessful pairing,
the device will automatically exit pairing mode.
2. Please turn on location services and allow location permission. Before choosing
the Wi-Fi network, location services should be turned on and location permission
should be allowed. Location information permission is used to obtain Wi-Fi list
information. If you click Disable, you will not be able to add devices.
3. Make sure your Wi-Fi network runs on the 2.4GHz band.
4. Make sure you entered a correct Wi-Fi SSID and password, no special characters
contained.Wrong password is a very common reason for pairing failure.
5. The device shall get close to the router for a good transmission signal condition
while pairing.
Wi-Fi devices "Offline" issue, Please check the following problems by the Wi-Fi LED
indicator status:
The LED indicator blinks once every 2s means you fail to connect to the router.
1. Maybe you entered the wrong Wi-Fi SSID and password.
2. Make sure that your Wi-Fi SSID and password don't contain special characters, for
example, the Hebrew, Arabic characters, our system can't recognize these characters
and then fail to connect to the Wi-Fi.
3. Maybe your router has a lower carrying capacity.
4. Maybe the Wi-Fi strength is weak. Your router is too far away from your device, or
there may be some obstacle between the router and device which blocks the signal
transmission.
5. Be sure that the MAC of the device is not on the blacklist of your MAC management.
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The LED indicator flashes twice on repeated means you fail to connect to the server.
1. Make sure the Internet connection is working. You can use your phone or PC to
connect to the Internet, and if it fails to access, please check the availability of the
Internet connection.
2. Maybe your router has a low carrying capacity. The number of devices connected
to the router exceeds its maximum value. Please confirm the maximum number
of devices that your router can carry. If it exceeds, please delete some devices or
get a lager router and try again.
3. Please contact your ISP and confirm our server address is not shielded:
cn-disp.coolkit.cc (China Mainland)
as-disp.coolkit.cc (in Asia except China)
eu-disp.coolkit.cc (in EU)
us-disp.coolkit.cc (in US)
If none of the above methods solved this problem, please submit your request via
help&feedback on the eWeLink App.
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