My Wi-Fi is not working on my smart home security or camera device
Last updated
12/01/20
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- 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.
- Turn on “Airplane Mode” and then turn on Wi-Fi and connect to the same Wi-Fi network the thermostat will be connected to.
- 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.
- 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.
- Power cycle the router for 30 seconds. This clears short term memory and resets router tasks.
- 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.
- Make sure the Connected Homes mobile App is up to date.
- About the App > Version
- Make sure the mobile device operating system (OS / IOS) is up to date.
- Settings > System Updates / General
- Try using a different mobile device for the setup process. Wi-Fi tablets work for this as well.
OR
- 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.
- Make sure the Wi-Fi router is set for DHCP, No Static Networks. Refer to your router support or Internet Service Provider for assistance.
- 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
- 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.
- Make sure that the thermostat voltage and wiring is correct.
- Volt meter set to VAC
- Reading between 20-30VAC
- Try connecting the Honeywell Homes device using a mobile hotspot, or to another Wi-Fi router or network.
- 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.
- 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.
- 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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