Articles in this section

Known Issues

 

Issue: Facebook Log in not currently working. Logging into the Joule app or chefsteps.com using your facebook account is not working and will give the error that logging in is disabled. 

Resolution: We are working on resolving this ASAP. In the meantime, please log in using the email address that is attached to your Facebook account, and select "forgot password". Once you reset the password, you will be able to log in using the email address instead of the Facebook log in. More information here. 

 

Issue: Latest app (2.74.x and later) may not launch on an iOS device 10.x and earlier.

Resolution: If possible, update your iOS device to the latest version.

Issue: Reports that Joule isn't able to connect to an iOS mobile hotspot on iOS 13.x and later.

Resolution: When configuring your personal/mobile hotspot, make sure to slide the "Maximize Compatibility" option to the ON position. This is the only way to make sure that the hotspot is broadcasting a 2.4GHz access point. Otherwise contact either Apple or your cell provider to see if there is something they can offer as a workaround. Otherwise, please attempt to connect Joule to another WiFi access point. More info on connecting WiFi here.

Issue: Joule stops circulating when WiFi / cloud connection is repeatedly disconnected.

Resolution: Maintain a solid connection to WiFi / cloud for Joule. Or disconnect Joule from WiFi and control via Bluetooth only. The two most common reasons that Joule is getting disconnected from WiFi / cloud are:

  • The access point (AP) signal strength is low. That plus outside interference can cause any connected device to disconnect/re-connect over and over. If this is the case, then Joule needs to be moved closer to an AP to maintain a solid connection.


  • The router is disconnecting Joule for some reason. We see this happening on APs set up to handle 2.4 and 5 GHz connections simultaneously. This type of setup tends to favor 5 GHz so it will often disconnect a 2.4 GHz connection to force the device to connect to 5GHz. Check your router settings, or try separating the AP into individual 2.4 and 5 GHz connections. More info on connecting WiFi here.
     

Issue: Nothing happens or an alert: e.g. “I can’t find a device named Joule” when attempting to control Joule with Alexa.

Amazon has recently released a number of smart kitchen devices, which means Alexa now has those devices in its ecosystem. So when it hears something like "Set device to {temp}" the algorithm may be trying to map to the native built in smart home abilities instead of using Joule's custom skill.

Resolution: Before starting a cook, or if the Alexa command to Joule fails, try saying "Alexa, open Jewel (Joule)". This is to try to force Alexa to open the Joule custom skill instead of using the built in smart home kitchen routines.

Issue: Joule app may not start on older Android devices running prior to version 8.x, iOS devices prior to version 12.x and FireOS devices. 

Resolution: Regrettably, there is no workaround for this. If possible, update the device to Android 8.x or later, iOS 12.x or later, or use a different device running Android 8.x / iOS 12.x or later.

Issue: Joule will not connect to WiFi after failed attempt to update to firmware version 103.52 or later.

Resolution: As a result of this rare occurrence, the firmware was only partially updated which has left Joule in a state where it cannot properly communicate its WiFi status to the Joule app. To correct this please do the following:

  • Verify the Joule app is updated to the latest version. Please visit the app store on your phone/tablet to do so.
  • Re-initiate the firmware update. If you are not prompted to do so on the app home screen, you can activate the update in the Joule app via the main menu > Settings > My Joules > [Joule name] > Update Joule's Software.

    In this state, this update will be installed to Joule via the Bluetooth connection so please make sure your phone/tablet is kept well within Bluetooth range and that the Joule app is kept active and foregrounded during this process.
     

iOS

Issue: Firmware update fails on iPhone / iPad running iOS 10.x.

Resolution: We recommend trying one of the following work-arounds:

  • Update iPhone / iPad to the latest iOS version.
  • If Joule is connected to WiFi, temporarily disable Bluetooth on your device, restart the app, and apply the firmware update.
  • If available, run the Joule app on an Android device and apply the firmware update.

Issue: App acts as if it's being first run. First run actions such as "What's New", "Important Safety Info", or first cook flow continue to show upon subsequent use after viewing or completion.

Resolution: This is a rare, but known local storage issue with iOS devices. At times, often when the device's local storage / memory gets low, iOS will start to purge app data such as settings, etc. We would suggest that you try the following:

  • Uninstall and reinstall the Joule app.
  • Increase storage space by removing any unneeded apps / data on your iPhone / iPad.
  • Fully close any unused apps running in the background.
  • Update to the latest version of iOS.
  • Fully restart the iPhone / iPad after making any of the above changes.

Issue: In app images not showing or videos not playing.

Resolution: Please try the following:

  • Verify the internet connection (WiFi or mobile data.) Try switching between the two or connect to an alternate access point.
  • Increase storage space by removing any unneeded apps / data on your iPhone / iPad.
  • On your iPhone / iPad, disable 'Low Power Mode' in Settings > Battery.

Issue: Notification settings for the Joule app are not activated on iOS.

Resolution: If you install the Joule app new on an iOS device and sign-in to an existing ChefSteps account with a Joule already pair/connected, completely close and restart the app to successfully activate notifications. Upon the subsequent app launch, you'll see an iOS system prompt asking for permission to allow notifications.


Android

Issue: Bluetooth connectivity issues with Android 6.0.

Resolution: We recommend trying one or more of the following:

Issue: App will not auto-rotate into landscape mode.

Resolution: This happens on some Android tablets, but not others. We are aware of this, but at the moment there is no current workaround.

Nexus 5X

Issue: On Nexus 5X devices running Android 6.x, the app may crash when initiating video playback.

Resolution: Updating your Nexus 5X to Android 7.x or later has been shown to remedy this issue.

Nexus 6 / 6P

Issue: Overall connectivity issues: trouble pairing via Bluetooth, having to re-connect WiFi, long or unsuccessful re-connects.

Resolution: This results from weak/inconsistent Bluetooth connectivity. We recommend the following:

  • Update to the latest available version of Android.
  • Enable location services.
  • Grant location access for the Joule app.
  • Remove any unneeded / unused Bluetooth pairings from the phone.
  • Clear the Bluetooth data/cache from the phone.
  • Power off other paired Bluetooth devices.
  • Once Joule has been successfully connected to WiFi, disable Bluetooth on the phone and control Joule via WiFi only.

Samsung S6

Issue: When viewing Visual Doneness videos, you may experience flashing at the top and bottom of the screen.

Resolution: Other than recommending you update your Samsung S6 to the latest Android version, there is currently no known resolution to this issue.

 

Amazon Fire OS

Fire HD

Issue: Not receiving push notifications. (Failure to receive cloud notification that Joule is finished preheating.)

Resolution: There is no resolution to this. Joule requires Google Play Services on Android devices for push notifications to work. Devices running Fire OS do not have or use Google Play Services.

 

Router-Specific Issues

Click here for information about Bell Canada Home Hub routers.


ASUS routers.

Issue: Unable to connect Joule to WiFi or message “Joule is connected to WiFi but can’t connect to the cloud.”

Resolutions:

  • Log into the admin console of your router.
  • Click on Wireless (normally listed under the Advanced settings on the left side.)
  • Select the 2.4 GHz band.
  • On the General tab, select Disable from the 'Protected Management Frames' drop-down menu (if option is available.)
  • Click Apply at the bottom of the page.
  • Same menu, 2.4 GHz band, click on the Professional tab. (Verify 2.4 GHz is still the selected band.)
  • Either disable 'Roaming Assistant' or lower its RSSI disconnect value. Default is -55, try lowering it to -70 or less (if option is available.)
  • Click Apply at the bottom of the page.
  • If the router supports the 802.11ax standard, try disabling 802.11ax HE frame support.

Additional troubleshooting:

  • Article from the ASUS website with additional troubleshooting for IoT devices: https://www.asus.com/support/FAQ/1042475/
  • If using Smart Connect, disable it and setup unique SSIDs for 2.4 and 5 GHz bands.
  • Under the Professional tab for the 2.4 GHz band, disable all available WMM options (if possible.)
  • After any changes made, make sure to click Apply at the bottom of the page.

UniFi / Ubiquiti

Issue: Unable to connect Joule to WiFi AP, connect to the cloud, inability to update Joule's firmware.

Resolution: UniFi / Ubiquiti networks have an IPS/IDS system (intrusion prevention/detection system) that has been reported to block Joule's access to the cloud. Customer may need to disable IPS/IDS while updating firmware or whitelist the Joule to allow this access. Please refer to UniFi's documentation on how to administer these kinds of devices.

 

Sagemcom Fast 5260 Router

Issue: When controlling Joule from the Joule app, the following error message occurs: “Joule is connected to WiFi but can’t connect to the cloud.”

Resolution: Try one of the following two work-arounds (please consult your router’s manual / online support site for specific instructions and additional information here):

  1. Change the 2.4 GHz security type to WPA-PSK / TKIP.
  • Access the router’s settings and select WiFi 2.4 GHz. In the Security section, set the Security specifically to WPA-PSK / TKIP (not WEP, WPA2, enterprise, or WPA/WPA2 mixed modes).
  1. Disable WMM.
  • Log into the admin console of your router (instructions here).
  • Click on WiFi 2.4 GHz.
  • Click on Advanced.
  • Make sure the options WMM and WMM-PS are turned off, then click OK.

Sagemcom Fast 5250 Router

Issue: When controlling Joule from the Joule app, the following error message occurs: “Joule is connected to WiFi but can’t connect to the cloud.”

Resolution: Try one of the following two work-arounds:

  1. Change the 2.4 GHz security type specifically to WPA-PSK / TKIP.
  • Please consult your router’s manual / online support site for specific instructions on how to do this.
  1. Connect an alternate router / WiFi access point to the Sagemcom router via Ethernet cable.
  • Set up another router in between Joule and the Sagemcom 5250 router so that Joule can bypass the Sagemcom connection. Joule would be connected to the other router and, in turn, that router would be connected to your main Sagemcom router.

Related articles

Comments

0 comments

Article is closed for comments.