Connection Troubleshooting

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NOTE: Atomi Smart devices support only 2.4 GHz Wi-Fi networks. However, once they are connected to the app, you can use any available network or mobile data to control your Atomi Smart devices from anywhere

The topics below provide possible solutions to fix most connection issues that you may experience with your smart device:

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1. If you are using iOS 14 or higher, please make sure you have enabled the Local Network permission and Cellular Data of the app:

 

– Open your iPhone settings and find the Atomi Smart on the list

– Click to enter the app settings page, you can see all the permission switches of the app on this page.

– Enable the two permission switches of “Local Network” and “Cellular Data”, otherwise the App will not have permission to access your Wi-Fi network and cellular network

– If you can’t find the two permission switches of “Local Network” and “Cellular Data”, you need to uninstall and reinstall our App and try again (this is only applicable for iOS 14 and higher).

2. Please make sure that the signal of the network environment where the device is located is strong and stable.

 

3. Please make sure your router is a Wi-Fi 5 router, or turn off the Wi-Fi 6/802.11ax mode of the 2.4GHz network in the Wi-Fi 6 router. At this time, our devices cannot connect to Wi-Fi compliant with the Wi-Fi 6 standard. If you are unsure about your Wi-Fi 6 router settings, please contact your ISP/router company and request instructions on how to temporarily disable Wi-Fi 6/802.11ax mode of the 2.4GHz network to connect devices that only support Wi-Fi 5.

 

4. If you are getting the error “Failed to assign a DHCP IP address” go to your router settings page and ensure that the DHCP service is enabled. In addition, some routers have an option that says “Block Special Characters” set as default. If that’s the case, please change it to “Allow Special Characters“.

 

5. Confirm that the Wi-Fi password encryption method of your router is WAP2-PSK/WAP.  Our devices cannot support WAP2-CERT / WPA3, and the wireless mode cannot be 11n only.

 

6. If you have only a single SSID that combines both 2.4GHz and 5GHz bands (instead of 2 separate ones like: “WiFiname” and   “WiFiname-5G”), please go to your router settings and temporarily disable the 5GHz. Once your smart device is connected to the Atomi Smart app, you can re-enable your 5GHz network and control your devices. 

NOTE: If your router or mesh system is unable to select the 2.4GHz network (or disable 5GHz), please try to move farther away from your router until your phone moves to the 2.4GHz band. (The waves of the 2.4GHz band cover a longer range than 5GHz).

How can I confirm if my iPhone or Android device is connected to 2.4GHz?

iPhone:

  1. In the App Store, download the app “AirPort Utility“.
  2. Once downloaded, open your phone Settings.
  3. Scroll down and select AirPort Utility from the list. Turn on “Wi-Fi Scanner”
  4. Open the AirPort Utility app. Click on Wi-Fi Scan.
  5. Click on Scan. All the detected networks will appear in the menu.
  6. Locate your network and check the channel information: Channel 1 – 13 means you are on 2.4GHz  – Channel 14+ means you are on 5GHz
  7.  If you are still on Channel 14 or higher, please move farther away from your router until it drops to a Channel between 1 and 13

Android:

  1. Enter the Phone’s Settings page. Tap Network and Internet.
  2. Go into your connected Wi-Fi settings by tapping the settings icon.
  3. Under “Frequency” you can see what channel your phone is currently detecting.
  4. If your phone does not display the “Frequency”, please download any WiFi Analyzer app from the Google Play Store. This will allow you to visualize your router’s 2.4GHz and 5GHz band waves. Move farther away from your router until the waves from Channel 1-13 (2.4GHz) are stronger than the ones from Channel 14+ (5GHz)
7. If the network is stable but the device network connection still fails, check whether the router is overloaded. You can temporarily disconnect other devices’ Wi-Fi (like a computer or another phone) and try connecting the Atomi Smart device again.

 

8. Check whether the router password you entered is correct. Check for spaces before and after the Wi-Fi name/password  (Case sensitivity issues).

 

9. Ensure that your Wi-Fi is enabled and that the SSID is not hidden.

 

10. If you have separate SSIDs, ensure that the 2.4GHz and 5GHz networks have different names (Example: wifiname-2G and wifiname-5G)

 

11. Ensure that the encryption method and authentication type are set to WPA2-PSK and AES, respectively, for the router’s wireless settings, or both are set to Auto. Ensure that the wireless mode is not set to 11n only.

 

12. If wireless MAC address filtering is enabled for the router, remove your device from the router’s MAC address filtering list to ensure that it is allowed to connect to the network. You can also disable MAC address filtering.

 

13. Ensure that you are connected to the correct Atomi Smart Wi-Fi hotspot.

 

14. If using any VPN services, please temporarily disable it before connecting your smart device.

 

15. Make sure the phone is fully connected to the device’s hotspot before returning to the Atomi Smart app. Return to the app by switching between app windows instead of pressing the ‘Back’ button.

 

16. Put your phone in Airplane Mode (disable mobile data) and try to connect your smart device.

 

17. Temporarily turn off your phone’s Bluetooth (This is applicable for WiFi-only devices. If your smart device requires Bluetooth, make sure it’s enabled).

 

18. Forget your WiFi network on your phone and connect to it again

 

19. Uninstall/reinstall the Atomi Smart app and try connecting it again

 

20. If none of the methods above worked, restart your router

 

21. If the device connection still fails, check whether the router is overloaded. Temporarily disconnect other devices from your Wi-Fi and retry connecting the Atomi Smart device.

 

22. If you still cannot connect and operate the device, it may be a hardware problem. Please contact our Support team.

Still unable to connect? Please try using the method below:

If you have a second phone/tablet, you may be able to connect your Atomi Smart device using that second phone as a temporary hotspot.

Connecting to an iOS device hotspot
1. Turn off your WiFi Router
2. Get another phone or tablet that has Data/LTE
3. Go to that phone Settings > Personal Hotspot (If not available, select ‘Cellular’ and turn on Cellular Data)
4. Turn on Personal Hotspot > Select ‘Allow Others to Join’ > Enter a password (the password MUST be exactly the same as your WiFi password).
5. If the ‘Maximize Compatibility’ option is available, you MUST enable it so it uses 2.4GHz instead of 5GHz
6. Go back to phone Settings > General > About > and change the phone ’Name’ to your WiFi name (this name MUST be exactly the same as your WiFi name. If you have a separate 2.4GHz/5GHz SSID, enter the 2.4GHz WiFi name).
7. Go to your main phone, and try connecting your Atomi Smart device to the app. Once the app asks to enter your Wi-Fi network/password, connect to the one you’ve created. Press ‘Continue’ and follow the app instructions.
8. After connecting your device, turn on your WiFi Router and disable the hotspot on the other phone.
9. The credentials entered on the hotspot will match your router’s WiFi Name/Password and the smart device will reconnect automatically once the WiFi is available.
 
Connecting to a Samsung device hotspot
1. Turn off your WiFi Router
2. Get another phone or tablet that has Data/LTE
3. Go to that phone Settings > Connections > Mobile Hotspot and Tethering > Select Mobile Hotspot
4. Turn on Mobile Hotspot > add a name for this hotspot (the name MUST be exactly the same as your WiFi name. If you have a separate 2.4GHz/5GHz SSID, enter the 2.4GHz WiFi name).
5. Enter a password (the password MUST be exactly the same as your WiFi password).
6. Make sure to select 2.4 GHz on the ‘Band’ section
7. Go to your main phone, and try connecting the Atomi Smart device to the app. Once the app asks to enter your Wi-Fi network/password, connect to the one you’ve created. Press ‘Continue’ and follow the app instructions.
8. After connecting your device, turn on your WiFi Router and disable the hotspot on the other phone.
9. The credentials entered on the hotspot will match your router’s WiFi Name/Password and the smart device will reconnect automatically once the WiFi is available.
 
Connecting to other Android devices hotspot
1. Turn off your WiFi Router
2. Get another phone or tablet that has Data/LTE
3. Go to that phone Settings > Network & Internet > Mobile Hotspot & tethering > Wi-Fi hotspot
4. Turn on Mobile Hotspot > add a name for this hotspot (the name MUST be exactly the same as your WiFi name. If you have a separate 2.4GHz/5GHz SSID, enter the 2.4GHz WiFi name).
5. Enter a password (the password MUST be exactly the same as your WiFi password).
6. Make sure to select 2.4 GHz on the ‘AP Band’ section
7. Go to your main phone, and try connecting the Atomi Smart device to the app. Once the app asks to enter your Wi-Fi network/password, connect to the one you’ve created. Press ‘Continue’ and follow the app instructions.
8. After connecting your device, turn on your WiFi Router and disable the hotspot on the other phone.
9. The credentials entered on the hotspot will match your router’s WiFi Name/Password and the smart device will reconnect automatically once the WiFi is available.
 
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