Sometimes, it is possible that the connection to Wi-Fi is disturbed. Read our tips below on how to resolve this.
Use the correct passwords
When pairing with a device, you may be requested to enter a password; this password is 'SetupPass'. After selecting your own Wi-Fi network from the Wi-Fi list you are requested to enter your own Wi-Fi password.
Restart your device
Please make sure you are using the latest version of the Energy app, restart your phone or tablet and try again.
Reinstall the app
Sometimes reinstalling our Energy App can help fix issues while connecting devices. Please make sure to accept all requests for permissions in the app, this way the app is able to connect to the Energy devices you are trying to connect.
'No Internet connection available' message during device setup
You might see a ''No internet connection available'' message. This can be ignored, as you have just connected your phone to the Wi-Fi network of the device, which has no internet yet during the configuration.
Disable your Cellular data network (4G/5G)
On some phones, when connected to a Wi-Fi network without internet, it will default all requests to your cellular network, causing the energy meters not to receive your Wi-Fi credentials.
iOS: Settings > Cellular > Toggle off
Android: Settings > Wireless & networks > Data usage > Mobile data Off
Enable location services
Location services is required to confirm a correct connection with the device, such as reading the Wi-Fi name and Wi-Fi strength.
iOS: Settings > Privacy > Location services > Energy > When using the app
Android: Tap and hold the Energy app icon > Permissions > ••• > all permissions > location on
Still no luck? Try the following options:
Disable 5GHz on your router
Energy devices work on the 2.4GHz Wi-Fi band, some routers also have a 5GHz Wi-Fi connection that could disturb the setup. Log into your router settings and temporarily disable 5GHz Wi-Fi.
Disable VPN
If you are using a VPN on your internet connection to route your internet, temporarily disable it.
Disable multi access points or Mesh based Wi-Fi systems
On some Mesh based Wi-Fi systems the router may have difficulties routing the secure setup through the correct wifi acces points. Temporarily disable other acces points during the installation.
Still having issues?
Start a chat with us at the bottom right corner of your screen on our website.