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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.)
  • 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!

Some things to check/try:

  • To ensure that Joule’s WiFi is working, try connecting 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 your phone/tablet, WiFi router/access point, and internet modem.
  • Please unplug Joule, close the app, plug Joule back in, open the app back up, and try again.
  • You may have entered an incorrect password or the password is too long (63 characters maximum).
  • Your phone/tablet is out of Bluetooth range with Joule.
  • Your phone/tablet is not connected to the internet.
  • Joule may be too far away from your WiFi router/access point.
  • You are not the WiFi owner of Joule. Please see: What does it mean to be Joule’s owner?
  • You may be trying to connect to a 5 GHz WiFi network. Joule only supports 2.4 GHz WiFi networks.
  • You may be attempting to connect to a network with an unsupported security protocol (e.g. WPS, WEP). Joule only supports WPA, WPA2, and OPEN security protocols.
  • You may be trying to connect to an OPEN (unsecured) network with a captive portal (a web page you must pass through to access the network). Joule does not support captive portals.
  • You may be connecting to a router with MAC address whitelisting enabled. With Joule plugged in and connected, you can find its MAC address in the Joule app via Settings > My Joules > [Joule’s name] > About Device.

Additional Troubleshooting:

  • 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.)
  • Are you limiting the maximum number of WiFi connections to your router/access point?
  • Does your router automatically disconnect devices if the wireless signal strength isn't high enough?
  • Verify that there are no router settings 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.)
  • Additional router/access point settings to toggle on/off, change, investigate:
    • Disable WEP security protocol
    • Toggle/disable WPS
    • Toggle/disable WMM/QOS
    • Check DNS settings
    • Check VPN settings
    • Check Firewall settings
    • 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.
  • Factory reset your WiFi router.

Factory reset Joule:

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