Issue
- Onboarding is not possible to complete, and user configuration gives a “no user connected” error
- The appliance is already onboarded, but the WiFi password has changed, and the appliance does not connect to the network
- The appliance has previously been connected to a WiFi network, and does not engage with a subsequent WiFi connection
- Onboarding is successful for the appliance, but fails on the mobile app
- WiFi connection is not working
- My appliance cannot connect with the App
Applies to
- All connected appliances:
- washing machines
- dryers
- ovens
- fridges
- dishwashers
Resolution
First Steps:
- Check if the appliance is definitely Wi-Fi enabled: check the product technical specification.
- Is your home Wi-Fi network available? Ensure your router is switched on and the network is visible from your mobile device.
- Is the signal strength of your home Wi-Fi network good, in the area where your appliance has been installed?
- Have you followed the “onboarding” process and connected both your app AND the appliance to your home Wi-Fi? If not, follow the “onboarding” steps in your user manual along with the step-by-step process on the App.
- Make sure the router is using 2,4 GHz band (5 GHz band is currently not supported).
What to do next:
1. Reset the appliance’s WiFi settings and run onboarding again. Follow the description in your user manual.
2. Move your WiFi router closer to the appliance (applies to "no user connected" error).
3. Check the entered WiFi password for any possible typing errors. The network MUST BE password protected.
4. Contact your WIFI service provider to ensure an internet connection is available.
5. Make sure the location setting in your smartphone is turned ON ("always ON")
5. Make sure the wireless signal is not disrupted by the microwave. Avoid using the microwave and the remote control via the App at the same time.
7. Check for any error messages and notifications displayed by the App during the onboarding process.
Follow the App troubleshooting guide.
8. If all steps above have been followed and your appliance is still not connecting, please contact Consumer Care Team for help.
