If your device loses its connection to your WIFIPLUG app, it will have a red outline. Whilst in this state, the device cannot be controlled as the connection between the app and the device has been lost. This article will help with getting the connection back and keeping it.
How often does it happen?
WiFi disconnections are unavoidable. Unfortunately, it's a limitation with the service that affects every connected device at one point or another. If your device has lost its connection, start by removing it from the mains for 10 seconds then reconnecting it. By powering the device down then back up, you are forcing it to establish a fresh connection to the cloud. Your device should become available within a minute of powering it back up.
If your GLASS switch has lost its connection, removing it from or powering down the mains can be difficult for most people. In this case, restarting your router should have the same effect.
Is your device up to date? (WIFIPLUG HOME only)
Check that your device has the latest firmware available. To check, open Account Options from the Devices, Groups or Analytics screens (top left corner) and select Firmware Updates.
Is your device receiving a weak signal?
Check that your device is located within stable range of your router. Keep in mind that the more obstacles the WiFi signal has to pass through, the weaker the signal gets. Especially if the obstacle is electrical.
If you're not sure whether signal could be a problem, try moving your device closer to your router and minimise the obstacles in it's path. If the device seems more stable, you might need to relocate it full-time.
Did you know: some vacuum cleaners emit a similar frequency to WiFi signals when in use? In some cases the vacuum cleaner can even cause interference on the network and start dropping devices.
It might be your network
In the world of connected devices, there are literally thousands of factors working in the background. One of these factors might be behind your device losing its connection. To begin with, simply restart your router. Please allow at least 10 minutes after restarting your router for your device to reconnect and try power cycling it if it doesn't.
Is your router emitting a 2.4 GHz signal?
Most modern routers are capable of emitting the 2.4 GHz signal needed for WIFIPLUG's to work. Some of these routers also emit a 5 GHz signal which is incompatible with your WIFIPLUG. To help remedy connection trouble with these routers you can separate the two frequencies onto their own network meaning that your WIFIPLUG will only ever receive a signal that is compatible.
For help separating the frequencies please check our online guides. If your router is not available in our list, contact your router manufacturer or broadband provider.
Still having trouble? Time to tweak some more settings
If you're still having trouble with your device becoming unavailable we need to change two more settings on your router to make it as difficult as possible for your device to lose its connection. Technical language inbound!
Assign your device a static IP address. Every now and again your router will renew the DHCP lease on all connected devices. This is done to maintain optimal performance as any devices that are no longer connected won't be renewed. When this happens, the internal IP address of your device may change and this may cause it to lose connection with the cloud. By assigning your device a static IP address, the router will never change it.
Set your router to use a specific channel. Another measure routers take to maintain optimal performance is to automatically switch wireless channels. This is done so that nearby WiFi networks do not interfere with yours and cause problems. During the switch of a wireless channel, your device might lose its connection. To prevent this from happening in the future, set your router to use a singular channel instead of switching between them.
WIFIPLUG devices only work on channels 1 - 11.
Please contact your router manufacturer or broadband provider for assistance if you need help.