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Smart Remote app can not find Smart Remote

In the event that your Smart Remote App is unable to find your Smart Remote please follow the steps below.  

To start, please make sure:

  • Your Smart Remote is awake
  • Smart Remote is connected to the same Wi-Fi network as your mobile (you may try to turn off and back on your Wi-Fi on your Mobile Phone first and try again before following the steps below)
  • Your Wi-Fi connection is working
  • Airtime Fairness or Wi-Fi Multi-Media (WMM) (also called QOS or Optimize AMPDU) are disabled or OFF in your router's advanced settings. Some routers like the ones from Asus, Netgear, Cisco, Ubiquiti, and others have this Airtime Fairness feature that boosts the overall network performance by sacrificing a little bit of network time on your slowest devices. This can cause issues with the connection between Smart Remote and Smart Remote App. 
  • “Access Control” is deactivated on your router so it doesn't block all new device from connecting
  • If you are using a Guest Network for your IoT devices, make sure to configure your access point with the option  "Allow Guests to see each other" and be sure MobilePhone is connected to Guest Network too.
  • If you have a really specific setup, please make sure the following ports are not blocked for Smart Remote to connect to it:
    • 8883: MQTT
    • 443: HTTPS
    • 123: NTP

If the settings above do not help, please follow one or the other of the following scenarios based on your issue.

Scenario #1

If you are trying to set up a new Smart Remote with Smart Remote app or trying to add a new Smart Remote to your existing configuration but Smart Remote App does not find Smart Remote:

  1. Click "Add Manually"
  2. Find your Smart Remote IP address: on your Smart Remote go to "Settings" and select "Wi-Fi"
  3. Enter your Smart Remote IP address in Smart Remote App
  4. Click Continue

Scenario #2

If your Smart Remote has already been added before but Smart Remote App can not find Smart Remote anymore.

  1. Launch the Smart Remote app and go to the Home screen for Devices & Services

  2. Select the home symbol on the top left of your screen

  3. Select “Edit”

  4. Select your Home Name

  5. Select "Remove Home"

  6. You will then be asked to redo the setup in App, follow the instructions until the screen where Smart Remote App is looking for Smart Remote
  7. When Smart Remote App does not find Smart Remote click the option "Add Manually"
  8. Find your Smart Remote IP address: on your Smart Remote go to "Settings" and select "Wi-Fi"
  9. Enter your Smart Remote IP address in Smart Remote App
  10. Click Continue

If this issue persists please reach out to us using the pop up at the bottom of this page and add the Serial Number of your Smart Remote.

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