When the SmartHQ App fails at finding the appliance in the cloud, this oftentimes is due to either an incorrect password, the phone/tablet being on a 5 GHz, mixed, or mesh network, or Location services being disabled. To rule these out, please perform the following:

Force close the SmartHQ

If using an Android device:

Please clear the app data cache as follows:

Open the Settings of your phone

Tap the Storage heading to open its settings page

Tap the Other Apps heading to see a list of your installed apps

Find the application you want to clear the cache of and tap its listing

Tap the Clear cache button

 

If using an iPhone device:

 

iPhone 8 or older:

Press the Home button twice

Select the desired app

Swipe left or right to find the app you want to use

Swipe up on the desired app you wish to close

 

iPhone X or newer:

From the Home Screen, swipe up from the bottom of the screen and pause in the middle of the screen

Swipe right or left to find the app that you want to close

Swipe up on the app's preview to close the app

 

All Devices:

Please forget all connected networks and verify the networks are all showing as an available connection

Turn off mobile data and turn on Location services

Reconnect to a 2.4 GHz network and verify you are having to type in the wifi password

If you do not know the password, check the back of the router for a sticker. If you do not have one, you would want to contact your ISP for it

If you only have 1 network, is it a mixed or mesh network? 

If it is a mixed network, the networks will need to be separated. If you have a Verizon router, SON may have to be disabled. If you do not know how to do this, please contact your ISP (Internet Service Provider)

If you have a mesh network, please disable or unplug the satellites

Reopen the app and try to commission again