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Troubleshooting for End Users

Please try the following methods to narrow down the issue:

  • Relogging into the app.
  • Rebooting your phone or refreshing the app.
  • Testing if the app functions normally on another device.
  • Checking if there have been any changes to your home network settings.
  • Ensuring that the device hasn't been out of power for an extended period.

Commen Issues

Account Login

  1. If you've just registered with an email but can't log in: Remember to check your email and click on the confirmation button to activate your account.
  2. If you initially registered with an email but switched to an Apple ID, Facebook account, or Google account with the same email used during app registration, they should be interchangeable.
  3. If you're logged out after an update: This is possible for security reasons. For account safety, please log in and out regularly to prevent unauthorized access.

Unable to Connect Device

  1. When unable to connect, ensure that your home network signal is stable. Distance from the router or walls blocking the signal can affect device connectivity.
  2. If you enter the Wi-Fi password and encounter a connection error, double-check if the password is correct.
  3. Can't find the device: If you've successfully connected before via the app, check if there have been any changes to your home network settings. If the device name doesn't appear in the Wi-Fi list during the first connection attempt, ensure the device is powered on and the dongle is properly inserted.
  4. If the device can't find an available SSID to connect to: Your home network settings should be set to 2.4GHz. Avoid using mixed mode for 2.4G/5GHz, and for security, it's recommended to use WPA2 encryption.

APP Operation

  1. Black screen scenario 1: The app needs to have an working internet connection on your phone to function.
  2. Black screen scenario 2: If the device connection fails, try again, but if the app still shows a black screen or keeps displaying "connecting," it might be due to your phone still trying to connect to the device. Go to your phone's network settings and reconnect to a working network.

Are You Still Having Trouble?

If the problem persists, please provide the following information to Exosite support team:

  • The phone's log (in the app settings, press the feedback button to send). If not available, please provide:
    • Phone brand
    • Phone system and version
    • App version
  • Provide the email or 3rd party account used to log into the app.
  • Detailed description of the issue, including attempted troubleshooting steps.
  • Date/Time when the issue occurred.

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