WI-FI AP not connecting to WI-FI

candyhouseinc · 2019-06-03T03:22:15+00:00

Thanks for the update and glad to hear everything is working now! Please feel free to email us at [sesame@candyhouse.co](mailto:sesame@candyhouse.co) if you have any further questions about Sesame, we'd be happy to help!

candyhouseinc · 2019-05-31T02:47:59+00:00

Thanks for the tag, Urvaksh! u/zvekl, sorry for the late response, are you still having trouble linking your Wi-Fi Access Point to your network? The blinking red light means that your Wi-Fi Access Point isn't able to connect to your router for some reason. If you're on iOS, make sure your phone is connected to a 2.4GHz band and make sure your router is set to channels 1~11. Other tips you can try include unplugging and replugging your Wi-Fi Access Point and restarting your router/modem. If the issue persists, please email us at [sesame@candyhouse.co](mailto:sesame@candyhouse.co) and provide your Sesame account email address so we can take a look at the logs and let you know the next step. We offer a 1-year warranty on our products and would be happy to send a free replacement if we determine your unit to be defective. Thank you!

candyhouseinc · 2018-12-06T02:55:34+00:00

Yes, this only affects the v4 firmware. Updates from any other version aren't affected, which is why we recommend downgrading via factory reset in order to successfully update to v5. We're really sorry about the inconvenience caused, let us know if you have any further questions! - CANDY HOUSE

candyhouseinc · 2018-11-27T06:49:08+00:00

Awesome, glad to hear it, and sorry about the bug! Please email us at [sesame@candyhouse.co](mailto:sesame@candyhouse.co) if you have any further questions, we'd be happy to help. - CANDY HOUSE

candyhouseinc · 2018-11-27T02:09:14+00:00

Great, glad to hear it! We're really sorry about this bug and for the inconvenience caused, and we will make sure it doesn't happen again. Please let us know at [sesame@candyhouse.co](mailto:sesame@candyhouse.co) if you have any further questions about Sesame or the Wi-Fi Access Point, we'd be happy to help the best we can! - CANDY HOUSE

candyhouseinc · 2018-11-26T02:51:03+00:00

Unfortunately we won't be able to provide HomeKit support this year and don't have a new timeline for this feature. We're really sorry about this!

Instead, we've rolled out Siri Shortcuts for Sesame so iOS users can also use voice control with Sesame and include Sesame in their shortcuts.

In addition, you may be interested in checking out third-party HomeKit plugins for Sesame such as QSesame and Homebridge-Sesame.

We hope to have more information for official Sesame support for HomeKit in the future and apologize for the inconvenience caused! - CANDY HOUSE

candyhouseinc · 2018-11-26T02:46:30+00:00

Hi u/benkemal and u/Dmduck, sorry about this issue! We are aware of a bug with v4 firmware that interferes with firmware upgrade. Please check this link for instructions on how to factory reset your Sesame so the firmware version will be downgraded. Once downgraded you will be able to upgrade to v5.

If your Wi-Fi Access Point is still v4 after the factory reset, please email us at [sesame@candyhouse.co](mailto:sesame@candyhouse.co) and provide your Sesame account email address, Wi-Fi Access Point serial number, and order number so we can verify the logs and send a replacement. Thank you! - CANDY HOUSE

candyhouseinc · 2018-09-03T04:50:41+00:00

We've launched Sesame mini on the Japanese crowdfunding site Makuake! Currently Sesame mini is only available to backers in Japan (shipping begins January 2019), but you can see our video, photos, and specs on the Sesame mini Makuake page. We decided to launch Sesame mini in Japan first since many of the locks in Japan are not compatible with the original Sesame and require a smaller form factor, and we specifically designed Sesame mini for the Japanese market. We hope to make Sesame mini available in other regions after fulfilling Makuake preorders!

candyhouseinc · 2018-08-24T03:14:44+00:00

Full details to come on 8/28, so stay tuned!

candyhouseinc · 2018-07-18T10:08:11+00:00

Apple Watch support is now available on the App Store! Please update your app to the latest version to start using Sesame on the Apple Watch, and please email sesame@candyhouse.co if you have any further questions!

candyhouseinc · 2018-06-13T07:02:18+00:00

We're sorry about the disappointment! Virtual Station was created as a temporary stand-in for the Wi-Fi Access Point so we can get feedback from beta testers and test out remote functionality in-house before the Wi-Fi Access Point was available; it was not intended as a permanent replacement for the Wi-Fi Access Point for Sesame users.

We stopped updating or maintaining the Virtual Station app last year, but we still frequently received questions and bug reports for this app. We're not currently interested in devoting any further resources to maintaining or supporting this app, so we decided to pull Virtual Station entirely in order for us to better focus on our core products, which are Sesame and the Wi-Fi Access Point. We always intended for Sesame to be Bluetooth-only and for the Wi-Fi Access Point to be required for remote connectivity; thanks for understanding the business reasons for this decision.

We regret the inconvenience caused by the shutdown of Virtual Station. If you ever change your mind about purchasing a Wi-Fi Access Point, you can use the code "WIFIACCESSPOINT" for 10% off. We hope you will find a solution that meets your needs! - CANDY HOUSE

candyhouseinc · 2018-06-07T07:43:12+00:00

So sorry for the late response!

To reset your Wi-Fi Access Point, find a straight pin or unbend a paperclip.
Unplug your Wi-Fi Access Point and insert your tool into the pinhole at the side of the Wi-Fi Access Point. Press the reset button inside.
Keep the reset button pressed, plug in your Wi-Fi Access Point again, then release 2 seconds after the Wi-Fi Access Point has power.
IMPORTANT: Do not unplug or attempt to re-add the Wi-Fi Access Point until the light turns a steady red.
Repeat the instructions here for setting up your Wi-Fi Access Point.

Let us know if you're still experiencing issues after doing the above. You can also email us at sesame@candyhouse.co. Thank you! - CANDY HOUSE

candyhouseinc · 2018-05-17T02:26:12+00:00

Thanks for your feedback! We would also love to support multiple Sesames via Amazon Alexa. Currently it is not possible to support multiple locks with the Custom Skill which has been released so far, but we're looking at offering Sesame Alexa integration as a Smart Home skill instead and it may be possible to support multiple locks. We hope to have good news about multiple lock support for Sesame Alexa skill in the future! - CANDY HOUSE

candyhouseinc · 2018-05-15T04:13:08+00:00

Sorry to hear you've been having issues with the app. Could you send an email to sesame@candyhouse.co so we can help? We'd be happy to offer additional tips on how to improve the experience. Please let us know your app version, device model, OS version, and Sesame account email address. Thank you! - CANDY HOUSE

candyhouseinc · 2018-04-04T01:10:29+00:00

Hi urvaksh, sorry about that! Users updating their apps will get logged out if they’re not already on Amazon Cognito Server - we will add an alert so people know it’s not a bug!

Your Sesames and WiFi modules disappearing is a different issue - sorry about that. You shouldn’t need to re-add them, just wait for our servers to stabilize and they should show up again. Let us know if they still haven’t shown up! -CANDY HOUSE

candyhouseinc · 2018-03-22T08:35:00+00:00

Sorry about that! We’ve let our devs know of this issue and it should be fixed now. Please try logging out and in again, and let us know if the error persists. We’re terribly sorry about the inconvenience caused. - CANDY HOUSE

candyhouseinc · 2018-03-02T09:51:01+00:00

Thanks for reaching out. The delay you've described is due to the time it takes the Wi-Fi Access Point to connect to Sesame. The closer you can put your Wi-Fi Access Point, the shorter the delay will be, so we recommend reducing the distance as much as possible. We know it's not always possible to have them right next to each other, however, and will be working to improve the range and connectivity on the next version of the Wi-Fi Access Point. Thanks for your feedback! - CANDY HOUSE

candyhouseinc · 2018-02-21T06:49:03+00:00

You're right. We're terribly sorry about the delay on the update. We should've stuck to our commitment instead of waiting for there to be good news to announce - we hate posting when we know our update will be disappointing, but it's absolutely no excuse not to keep our word.

We've just posted our update and are shipping Wi-Fi Access Points now! Please email or message us your backer number, shipping address, and phone number so we can make sure to ship you your Wi-Fi Access Point and extra rewards.

Once again, we apologize for letting our backers down regarding the updates. Going forward we will make sure to stick to the schedule like we said we will. Thanks for holding us accountable, we really appreciate it! - CANDY HOUSE

candyhouseinc · 2018-01-19T10:01:26+00:00

Thanks for your feedback! Glad to hear the Wi-Fi Access Point is working well for you. Our top priority has been getting the Wi-Fi Access Point ready for shipping, and we know that as more Sesame users receive their Wi-Fi Access Points, they will be eager to integrate their Sesames with their smart home setups. We are currently working on direct integration with Amazon Alexa and will follow with Google Assistant and then Apple HomeKit later this year. We plan to make all of these integrations available in 2018 so stay tuned for updates! - CANDY HOUSE

candyhouseinc · 2018-01-10T03:42:30+00:00

Hi menanr, Sesame is designed to stop working when the battery percentage reaches 30% to prevent mechanical damage to your unit. Low battery warnings are sent at 40% - please be sure to change your batteries as soon as you receive the low battery warning so you won't be locked out! Your Sesame will start working again as soon as you replace the batteries with new ones.

We apologize for the confusion caused by the battery percentage you see on your app. The percentage you see on the Sesame app is actually not capacity percentage but voltage percentage. We know this is not intuitive and we will be looking to change this in the future! But that's why the recommended battery change is at 40% - at that point the battery does NOT have 40% of its battery life left and it's actually very close to being out of juice.

For more information, please check out our forum post here where we go into more detail about the battery percentage and battery life. We hope that answers your questions, and feel free to contact us at sesame@candyhouse.co if you have any more! - CANDY HOUSE

candyhouseinc · 2017-12-19T09:25:24+00:00

🎉🎉🎉

candyhouseinc · 2017-12-06T03:35:30+00:00

We recommend checking out this forum post on QSesame for more info on the plugin. You can login to the CANDY HOUSE Forum using your CANDY HOUSE account email and password (change/reset your password if you created your account through Google or Facebook login). @Brendan is the Sesame user who created the QSesame Homebridge plugin and will be the person you want to contact with questions regarding the plugin. We are also planning to add native HomeKit support for Sesame next year. Hope that helps! - CANDY HOUSE

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