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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!

Joule's WiFi needs:

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

Some things to check/try:

  • 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.
  • To ensure that Joule’s WiFi is working, try connecting to an open (unsecured) network, mobile hotspot, or an alternate access point. If the connection is successful, please check the settings on your router again.
  • 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).
  • 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 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.
  • Please refer to your router and/or internet modem's manual and contact your internet service provider/router manufacturer for additional troubleshooting and information regarding your individual equipment.

Factory reset Joule:

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