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 first-time 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 avoid errors. Pay particular 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 the router
• Relocating to an area with fewer physical obstructions
• Connecting to a different Wi-Fi network
Please try the above steps.
6. Wi-Fi networks must be secured with a password
Only password-protected 2.4 GHz networks are supported. Open (unsecured) Wi-Fi networks cannot be used.
7. Repeat the setup process
If configuration still fails, please try the following:
Step 1. Reset the device
Press and hold both the Power and USB buttons simultaneously for five seconds. The screen will briefly turn off and then relight, displaying battery level and other status information — this confirms the reset is complete.
Step 2. Re-pair the device with 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 a detailed description of what you’ve tried and observed. We’ll be happy to continue supporting you.
Unable to connect to WiFi
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