Unable to connect to WiFi

If Wi-Fi connection fails, please follow the steps below to troubleshoot:

1. Confirm Bluetooth connection
Ensure that the device is properly connected to your smartphone via Bluetooth.
• During initial setup, Wi-Fi configuration must be completed after establishing the Bluetooth connection.

2. Check your router’s frequency band
This product supports 2.4 GHz only.
• 2.4 GHz → ✓ Supported
• 5 GHz → ✗ Not supported
When configuring Wi-Fi, please select a 2.4 GHz network.

3. Verify your Wi-Fi password
Re-enter your Wi-Fi password carefully to ensure accuracy. Pay close attention to:
• Uppercase and lowercase letters
• Presence or absence of special characters
• Unintended spaces

4. Review your router settings
The following settings may prevent connection:
• Certain encryption methods (e.g., WPA3)
• MAC address filtering
• Limits on the number of simultaneously connected devices
• Restrictions on IP address assignment (e.g., DHCP disabled)
Please review these settings and adjust them as needed.

5. Assess your network environment
A weak signal may prevent successful connection. Try:
• Moving closer to your router
• Relocating the device to an area with fewer physical obstructions
• Attempting connection to another Wi-Fi network

Please try the above steps.

6. Wi-Fi networks must be secured
Only password-protected 2.4 GHz Wi-Fi networks are supported. Open (unsecured) networks cannot be used.

7. Reattempt the connection process
If setup still fails, please try the following:
Step 1. Reset the device
Press and hold both the Power and USB buttons simultaneously for 5 seconds. The screen will briefly turn off, then relight showing battery level and other status information — this confirms the reset is complete.

Step 2. Reconnect the device to your smartphone via Bluetooth

Step 3. Use the companion app to reconfigure Wi-Fi

8. Possible internal Wi-Fi module fault
If none of the above resolves the issue, the device’s internal Wi-Fi module may be faulty.
Please reply to this email with full details of what you’ve tried and the outcome. We’ll be happy to assist you further.