Troubleshooting WiFi User Guide

Trouble pairing?

Most Grid Connect products connect directly to your home Wi-Fi network. If pairing fails, it is usually related to your Wi-Fi settings, device pairing mode, phone permissions or network configuration.

Before trying again, please check the following:

1. Check your Wi-Fi network

Most Grid Connect products require a 2.4 GHz Wi-Fi network.

Please make sure:

2.4 GHz Wi-Fi is enabled on your router.
Your phone is connected to the Wi-Fi network you want the Grid Connect device to use.
Your phone can access the internet while connected to that Wi-Fi network.
The Wi-Fi password is correct.
We recommend keeping the Wi-Fi password under 58 characters.
Your Wi-Fi network uses a compatible security mode such as WPA/WPA2.
Your router is able to assign the Grid Connect device a local IPv4 address.

If you are using a commercial or managed network, check with your network administrator to make sure connected smart devices are permitted.

2. Stay within Wi-Fi range

During setup, keep the Grid Connect device close enough to your router to receive a strong Wi-Fi signal.

You can use your phone to check the Wi-Fi signal strength in the same location. If the signal is weak, move the device closer to the router and try pairing again. You may expand your Wi-Fi coverage by using a mesh network or AP.

3. Check the device is in pairing mode

Make sure the product is correctly placed into pairing mode before starting setup.

Depending on the product, pairing mode may be indicated by:

a flashing indicator light; or
a voice prompt.

Refer to the Pairing Your Devices guide for detailed pairing instructions.

For security cameras

When scanning the QR code:

hold your phone approximately 10–20 cm from the camera;
adjust the distance or angle if the QR code is not detected; and
wait for the camera confirmation prompt before continuing.

4. Check your phone and app settings

Before pairing:

Connect your phone to the Wi-Fi network you want the device to use.
Enable Bluetooth permission and Location permission for the Grid Connect app.
Temporarily disable any VPN or ad-blocking service if you are using one.

Then retry the pairing process.

5. Still unable to pair?

If you have checked the above and the product still does not pair, try using AP Mode.

Learn how to pair using AP Mode

6. Test with a mobile hotspot

If the device still does not pair, you can try pairing it to a 2.4 GHz mobile hotspot.

This can help determine whether the issue is related to your home Wi-Fi network or router settings.

If the device pairs successfully to a mobile hotspot, the issue is likely related to your home Wi-Fi or router configuration.

For best results, use two phones:

Phone 1: create the mobile hotspot
Phone 2: connect to that hotspot and use the Grid Connect app to pair the device

To create mobile hotspot:

iPhone

On supported iPhones:

Go to Settings → Personal Hotspot.
Turn on Allow Others to Join.
Turn on Maximise Compatibility.

Enabling Maximise Compatibility helps ensure the hotspot uses 2.4 GHz Wi-Fi, which is compatible with most Grid Connect products.

Android

Android settings vary by phone manufacturer.

Typical steps are:

Go to Settings → Connections / Network & Internet → Mobile Hotspot & Tethering.
Open Mobile Hotspot settings.
Look for Band, AP Band or Preferred Band.
Select 2.4 GHz.
Connect the second phone to the hotspot and retry pairing.

If your Android phone does not provide a band selection option, refer to the phone manufacturer's instructions to confirm whether the hotspot is using 2.4 GHz.

What does the result mean?

Pairs successfully to the mobile hotspot

The Grid Connect device and app are likely operating correctly. Check your home router settings using the advanced troubleshooting guide below.

Still does not pair to the mobile hotspot

Check the device pairing mode, phone permissions and product-specific pairing instructions again. If the issue continues, contact our customer service time.

Advanced Wi-Fi troubleshooting

Following router settings may also need to be checked.

2.4 GHz and 5 GHz Wi-Fi

Many modern routers support both 2.4 GHz and 5 GHz Wi-Fi band.

If your router displays separate network names, connect your phone to the 2.4 GHz network before pairing. A 5 GHz network may include terms such as 5G or 5 GHz in the network name.

If your router supports both 2.4 GHz and 5 GHz Wi-Fi but your phone only displays one network name, your router may be using the same SSID for both bands. This feature is commonly called Band Steering or Smart Connect. Separating the two Wi-Fi bands may help with device pairing.

To separate the Wi-Fi bands:

Open your router's Wi-Fi settings. The router login address is usually printed on a label on the router or provided in the user manual.
Open the 2.4 GHz Wi-Fi settings and give the network a recognisable name, for example:
- HomeWiFi-2.4G
Open the 5 GHz Wi-Fi settings and use a different name, for example:
- HomeWiFi-5G
Save the changes.
Reconnect your phone to the 2.4 GHz network.
Put your Grid Connect device back into pairing mode and retry setup. Router menus and settings may vary depending on the make and model, always refer to the factory manual for detailed guidance.

IPv4 and IPv6

Most Grid Connect devices require a local IPv4 address on your Wi-Fi network.

Your internet service provider may use IPv4, IPv6 or both for your internet connection. This is generally not an issue, provided your local Wi-Fi network can assign the Grid Connect device an IPv4 address.

Most home routers support IPv4 by default.

If you are unsure how your router is configured, contact your internet service provider or router manufacturer.

DHCP settings

Most home routers have DHCP enabled by default.

DHCP allows your router to automatically assign a local IP address to devices when they join your network.

If you have manually changed your router settings, please make sure:

DHCP is enabled.
There are available IP addresses in the router's DHCP address pool.
The Grid Connect device can be assigned a local IPv4 address.

If you are unsure, contact your internet service provider or router manufacturer.

Wi-Fi security settings

For best compatibility, use a Wi-Fi security mode such as WPA/WPA2.

If your router is configured to use WPA3-only, some smart devices may have difficulty connecting.Where available, try using WPA2 or WPA2/WPA3 mixed mode.

MAC filtering, firewall and device isolation

Some router security settings can prevent smart devices from connecting correctly.

If enabled, check that the following are not blocking your Grid Connect device: