What should I do when my device fails to connect to the network?

  • Dear user, if you are using "Auto Scan" to add devices, please click to view the troubleshooting method.
  • If you are using the manual method to add devices, please troubleshoot as follows:
    1. Please read the product manual carefully before configuring the network, and confirm that CloudyBay App is the one recommended in the manual. Since smart products of different brands need to be registered on their own cloud servers, it is not possible to configure the network of devices across Apps.
    2. Please confirm that your router is not provided by ISP (such wireless routers' compatibility is poor and our devices cannot be added), please use such as ASUS, Netgear,TP-LinK and other brands of wireless routers.
    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 Wi-Fi in the Wi-Fi 6 router. Our devices cannot connect to Wi-Fi compliant with the Wi-Fi 6 standard.
    4. Please confirm that the Wi-Fi password encryption method of your router is WPA2-PSK/WPA, our device cannot support WPA2-CERT and WPA3, and the wireless mode cannot be 11n only.
    5. Check whether the Wi-Fi password you entered is correct. Check for spaces before and after the Wi-Fi account or password and case sensitivity issues.
    6. Please make sure that the signal of the network environment where the device is located is strong and stable. Troubleshooting: Download the Internet Speed Test App (make sure the phone is connected to the 2.4Ghz network), place your mobile phone in the same location as the device, and then test the Internet upload and download speed at that location (ensure that the speed is at least: upload ≥ 2 MB/s, download ≥ 2 MB/s or upload ≥ 16 Mbps, download ≥ 16 Mbps), smart camera equipment occupies a large amount of upload bandwidth, and at least 4M of upload bandwidth is required for 1080p image quality (0.5MB/s, 4Mbps), if your device has enabled the cloud storage function, additional 2M upload bandwidth is required, please confirm that your network has sufficient network bandwidth.
    7. If the network is normal but the device network connection still fails, check whether the router is overloaded. You can disable a device's Wi-Fi feature to reserve the channel for resource reallocation.
    8. 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.
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