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HELP & SUPPORT

My Wi-Fi is not working on my smart home security or camera device

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  1. Make sure the device you are connecting is on the same Wi-Fi network as the mobile device.
    • “Forget” all other networks, and turn off mobile data.

    OR

    • Turn on “Airplane Mode” and then turn on Wi-Fi and connect to the same Wi-Fi network the thermostat will be connected to.
  2. Make sure the network is a standard home network and does not require logging in from a web page, such as a guest network or business network.
  3. Power cycle the Connected Homes device for 30 seconds or perform a hard reset by pressing and holding the Reset button for 30 seconds. This clears short term memory.
  4. Power cycle the router for 30 seconds. This clears short term memory and resets router tasks.
  5. Make sure the correct password for the Wi-Fi network is being used. A good test is to try to connect a mobile device with an internet browser to the Wi-Fi network using the password to see if it connects successfully.
  6. Make sure the Connected Homes mobile App is up to date.
    • About the App > Version
  7. Make sure the mobile device operating system (OS / IOS) is up to date.
    • Settings > System Updates / General
  8. Try using a different mobile device for the setup process. Wi-Fi tablets work for this as well.

If you are still having issues with your Wi-Fi after completing the above instructions, please click on the Advanced Troubleshooting button below and follow the additional step-by-step instructions.

  1. Connect to a 2.4 GHz network with its own Network Name (SSID).
    • This specifically speaks to "Dual Band" routers which support both 2.4 GHz and 5 GHz networks.
    • Many of these routers will allow you to configure separate Networks to connect to on your phone or computer.
    • These networks must be named discretely (HomeWiFi - 2.4 and HomeWiFi - 5) in order for Honeywell Home products to connect.
  2. Make sure the Wi-Fi router is set for DHCP, No Static Networks. Refer to your router support or Internet Service Provider for assistance.
  3. Make sure Wi-Fi network is using one of the following security protocols. Other security protocols are not recommended.
    • OPEN
    • WEP PSK
    • WPA TKIP PSK
    • WPA2 AES PSK
    • WPA2 MIXED PSK
  4. Verify the Wi-Fi router does not have a limit to the number of devices that can be connected. Refer to your router support or Internet Service Provider for assistance.
  5. Make sure that the thermostat voltage and wiring is correct.
    • Volt meter set to VAC
    • Reading between 20-30VAC
  6. Try connecting the Honeywell Homes device using a mobile hotspot, or to another Wi-Fi router or network.
  7. Make sure the Honeywell Homes device is not connecting to a Wireless Access Point or a Mesh Network; sometimes they don't provide an IP address in a way the thermostat can use.
  8. Verify the router is not using any advanced security, such as after-market firewalls, or connected to any network device, such as a switch or gateway which may have its own security.
  9. Advanced troubleshooting measures may require professional support from your internet provider or Resideo. Please contact Resideo Customer Care for assistance with these steps.

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