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I have problems connecting the device to the app, what can I do?
I have problems connecting the device to the app, what can I do?

Tips on how to solve problems with connecting your devices to Wi-Fi

Updated over a week ago

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

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 wifi name and wifi 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 wifi systems

On some Mesh based wifi 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?

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