User's Guide

22
Troubleshoot
Can’t remotely access lock
WiFi signal strength is very weak
• Move the Bridge to a power outlet that is closer
to the WiFi router
• Consider moving the router closer to the Bridge
• Consider installing a WiFi range extender or
repeater
• Move the Bridge to a power outlet that is
closer to the lock
• Check that the lock is not low in battery
Bluetooth signal strength is very
weak
• First, please check if your WiFi name indicates
both the 2.4GHz or 5GHz frequency. If it does,
connect to the2.4GHz WiFi during setup.
• Sometimes, only the 5GHz is indicated while
the 2.4GHz is not. In this case, connect to the
non-5GHz WiFi network.
My WiFi oers both 2.4GHz and
5GHz network
• Check that the WiFi LED is solid green (unless in
Etiquette mode. To turn on/o Etiquette mode,
double press on the Multi-function button)
• Ensure that the Bridge is within Bluetooth range
of the locks. Refer to page 8 for recommended
maximum distances
• Check the connection status of the Bridge
and the linked lock. Refer to pages 15-16 for
more details
• Check that the locks have not run out of battery
• Check that your phone has an active internet
connection
• Check the diagnostics settings to troubleshoot
the problem. Diagnostics can be accessed in the
igloohome app via [Configuration] → [Manage
Bridge] → [Bridge Settings] → [Diagnostics]
• Ensure that the WiFi router has an active
internet connection
• If your WiFi network credentials have been
changed, please reconfigure the Bridge’s
WiFi settings.
• Unplug and plug back the Bridge from the
power outlet
• Restart the igloohome app, go to Diagnostics
page and press the [Sync] button
Bridge is oine
Can’t connect to WiFi while
setting up
• Ensure the device is connecting to a 2.4GHz
WiFi network, not a 5GHz network
• Move the Bridge closer to the WiFi Access
Point/Router for better WiFi reception
• Ensure that the Bridge is not already paired to
another igloohome account
• If a hard reset has been done on the Bridge,
please contact igloohome Customer Support in
order to re-pair the Bridge
Can’t pair the Bridge
Can’t link a new device to the Bridge
• There is a limit of 10 devices that can be linked
to the Bridge
• Ensure that the device is paired to the same
igloohome account that the Bridge is paired to