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

If you’re having trouble connecting Joule to WiFi, there are several possible explanations:

• You may have entered the incorrect password; please try again.
• Please unplug Joule, close the app, plug Joule back in, open the app back up, and try again.
• The Joule app may not be connected to the internet.
• Joule may be too far away from the router it’s trying to connect to.
• Your phone or tablet is too far away from Joule.
• You are not the owner of Joule. Please see “WiFi is unavailable because I'm not Joule's owner.”
• You may be trying to connect to a 5 GHz WiFi network; Joule does not support 5 GHz WiFi networks.
• You may be attempting to connect to a network with an unsupported security protocol (WPS, WEP). Joule supports only networks with WPA and WPA2 security protocols.
• Your password may be too long. Passwords can be a maximum of 63 characters.
• To ensure that Joule’s WiFi is working, try connecting to an open (unsecured) network or hotspot. If the connection is successful, please check the settings on your router again.
• You may be connecting to an open (unsecured) network with a captive portal (a web page you must pass through to access the network). Joule does not work with captive portals.
• You may be connecting to a router with MAC address whitelisting enabled. You can find Joule's MAC address in the Joule app on Settings > My Joules > [Joule's name] > About Device
• Finally, please refer to your router / access point manual or contact your internet service provider to see how to check these settings on your individual equipment.

Known issues:

 ASUS GT-AC5300 Router

Issue: User constantly gets the following error message: “Joule is connected to WiFi but can’t connect to the cloud.”

Resolution:

• Log into the router’s admin console.
• Click on “Professional” tab under Wireless.
• Make sure the options “Enable WMM APSD” is “Disabled.”

Sagemcom Fast 5260 Router

Issue: User constantly gets the following error message: “Joule is connected to WiFi but can’t connect to the cloud.”

Resolution:

• Log into the router’s admin console (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: User constantly gets the following error message: “Joule is connected to WiFi but can’t connect to the cloud.”

Resolution: No current resolution, because user is unable to disable WMM options.

Work-around: 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.

ASUS RT-AC68U Router

Issue: User cannot connect Joule to WiFi.

Resolution:

• Log into the router’s admin console (instructions here).
• Click on “Wireless” (under “Advanced Settings” on the left side).
• Select “2.4 GHz” from the “Band” drop-down menu.
• Select “Disable” from the “Protected Management Frames” drop-down menu.
• Click “Apply” at the bottom of the page.