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Why can’t I connect Joule to WiFi / the cloud?

If you haven’t already, check out this article: Bluetooth or WiFi not connecting? Try this first!


Please refer to your WiFi router + internet modem's manual and contact your internet service provider or router manufacturer for information on how to setup and configure your individual equipment.

Joule's WiFi needs:

  • Frequency: 2.4GHz.
  • Wireless standard: 802.11 n/g/b.
  • Supported security protocols: WPA, WPA2, OPEN.

Joule WILL NOT connect to the WiFi access point (AP) if:

  • Your AP is not set up correctly to support Joule's WiFi needs (see above.)
  • Your AP uses a captive portal (a website you must pass through to log in and access the network.) Joule will not connect through a captive portal.
  • The security protocol for the AP is set to WEP.
  • Your AP is set up for MAC address whitelisting. Make sure you add Joule's MAC address to your router's whitelist!
  • Your AP is a 5GHz connection only. Joule will only connect to an AP that supports 2.4GHz.
     

Basic things to try:

  • Try manually entering in the SSID and password for your access point. In the WiFi Settings where it shows a list of available access points, scroll down the the bottom of the list and tap 'Join Another Network'. Type in the access point name (SSID), select the Security type, choose 'Okay', and type in the password.

  • Try connecting Joule to a mobile hotspot, an alternate access point, or an open (unsecured) network. If the connection is successful, please check the settings on your router/modem again.

  • Fully restart everything: your phone/tablet, WiFi router/access point, internet modem, unplug/plug in Joule.
  • Incorrect password or the password is too long (63 characters maximum). (Check that CAPS LOCK!)

  • Your phone/tablet has a bad/flaky Bluetooth connection to Joule or is out of range.

  • Your phone/tablet is not connected to the internet. The Joule app needs to use your phone/tablet's internet connection to verify Joule's successful connection to our cloud.

  • Joule may be too far away from your WiFi router/access point. Bad signal strength can lead to a flaky and/or unsuccessful connection.

  • You are not the WiFi owner of Joule. Please see: What does it mean to be Joule’s owner?

Additional/Advanced Troubleshooting:

  • Avoid common sources of wireless interference. These include power cables, microwave ovens, fluorescent lights, wireless video cameras, cordless phones, other Bluetooth / WiFi devices. Here's an article that gives great tips on how to reduce wireless interference: 
    Resolve Wi-Fi and Bluetooth issues caused by wireless interference.

  • If you have successfully connected Joule to WiFi, try disabling Bluetooth on your phone and control via WiFi only.

  • Is your access point (SSID) hidden? In the Joule app, scroll down to the bottom of the WiFi network list and choose 'Join Another Network'.

  • Are you using one access point (SSID) for both 2.4 GHz and 5 GHz? Try separating them into different access points (SSIDs). (Sometimes called 'Handoff' or 'Smart Connect' mode.)

  • Router disconnection: Does the router limit the maximum number of WiFi connections? Does your router automatically disconnect devices if the wireless signal strength (RSSI) isn't high enough? Any router settings activated that would time-out / disconnect the wireless access point or internet connection after a period of time? (e.g. scheduled disconnects, auto-disconnect from idle devices, data capping, etc.)

  • Router/access point settings to toggle on/off, change, investigate:
    • Disable WEP / WPS security protocol/methods
    • Toggle/disable/adjust WMM/QOS settings
    • Check DNS, VPN, Firewall settings to make sure there's nothing there that would prevent Joule from connecting to WiFi / cloud. (E.g. if your DNS setup is using DNSSEC, Joule will be blocked from connecting to our cloud.)
    • Try a different security protocol (switch between WPA2, WPA, mixed, auto)
    • Try a different wireless standard (switch between 802.11 n, g, b, mixed, auto)
    • Change the WiFi Channel Selection (switch between specific channels, auto)
    • Change the WiFi Channel Mode/Width (switch between 20MHz, 40MHz, mixed, auto)

  • If available, try connecting to an intermediate (piggybacked) router or range extender.

  • Update your WiFi router's firmware to the latest version and/or factory reset your WiFi router.

Factory reset Joule:

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