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. It often helps to search the provider's or manufacturer's support site on troubleshooting connections for IoT devices.
Joule's WiFi + cloud needs:
Joule is an IoT device. It has a small, automatic connection system built into its firmware. Unlike a smart device, router or modem it has no extended settings and has specific requirements to connect. In short, it's ultimately up to the network / access point to be set up correctly to support what Joule needs:
- Access point frequency: 2.4GHz.
- Wireless standard: 802.11 n/g/b.
- Supported security protocols: WPA, WPA2, OPEN.
- Your router / home network needs to provide / assign an IP address to Joule. (E.g. by DHCP. Joules not support static IP addresses unless assigned automatically by the router.)
- Nothing that would block Joule from accessing the cloud.
- The access point name (SSID) is greater than 31 characters in length. (Joule can only store an SSID name 31 characters or less.)
Joule WILL NOT connect to WiFi + the cloud if:
- Your access point (AP) is not set up correctly to support Joule's WiFi needs (see above.)
- Your phone / tablet is not connected to the Internet (either by WiFi or mobile data). The Joule app needs Internet access to confirm Joule's cloud connection.
- 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 anything other than WPA, WPA2, OPEN. (E.g WEP, WPS.)
- 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.
- Your router / network is blocking access to the cloud. Joule uses port 443 to make a secure connection to our cloud. If that port is blocked by your router / network / ISP / VPN / firewall, then Joule will fail to connect to the cloud.
- The account your are logged into is not the WiFi owner of Joule. Please see: What does it mean to be Joule’s owner?
Basic things to try:
- Try manually entering in the SSID and password for your access point. When selecting a WiFi access point in the Joule app, 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.
- Android: Have you made any changes to settings under the Developer Options on your Android phone (especially in regards to Bluetooth or WiFi)? If you have, try putting those settings back to default. E.g. the Bluetooth AVRCP (Audio/Video Remote Control Profile) version.
- 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.)
- Joule's connection chip does not support WiFi6. If having issues with a router/access point set up for WiFi6, try disabling/changing any settings having to do with WiFi6 for the 2.4GHz band and try to connect again.
- 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 / cloud only.
- Is your access point (SSID) hidden? In the Joule app, scroll down to the bottom of the WiFi network list, choose 'Join Another Network', and enter the information manually.
- 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, IPS/IDS (intrusion prevention/detection system) 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. 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.
Factory reset Joule:
- To do so, please carefully follow the instructions here: What is a factory reset, and how do I perform one?