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The device is not visible in the app

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Symptoms:

  • The phone is connected to the Wi-Fi network set up by the access point (AP), but the app cannot detect the device.
  • The screen for setting up a new device does not appear.
  • The app informs you that there are no devices available.

Possible causes:

  • Mobile data is enabled on the phone and the system is routing internet traffic away from the controller’s network.
  • The app does not have permission to access the local network.
  • On Android or iOS, permission to detect devices on the local network has been denied.
  • The phone automatically switched to another Wi-Fi network with internet access.
  • An active VPN blocks local communication.

Suggested solutions:

  1. Switch off mobile data whilst setting up the device.
  2. Make sure your phone is connected only to the controller’s AP network.
  3. Check whether the app has been granted permission to access the local network.
  4. Switch off the VPN if you are using one.
  5. Close and restart the application.
  6. If the device is still not being detected, check its power supply.

Note for the installer:
On devices running iOS and newer versions of Android, if access to the local network is not authorised, the app may be unable to detect the controller, even if the phone is correctly connected to its access point. Another common cause is leaving mobile data switched on during the initial setup.

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