can't connect app to base station

Hi bmcgoni,

It is true that our system connects to a 2.4GHz Wi-Fi network. We appreciate your feedback in making that clearer at time of purchase and will pass that message along to the team! 

@bmcgoni​ how did you get this working? We took out the battery and it still won’t connect to the app. 

@ethanmeganlinnemeyer, have you tried removing the app from your device and re-downloading it? 

@harriet_c​ Please explain how one fixes that issue if it is the problem.

@michaeljamesmichaelmurphy​ it's very dependent on what your WiFi setup is like.

For example, sometimes you could have two separate WiFi networks already setup for each band. They would be labeled "2.4GHz" and "5GHz" or something similar.

But most of the time, both bands are broadcasting under the same name, so you would only see one WiFi network.

What we would recommend is that you set up a secondary or Guest WiFi network, that is separate from your main one (so your other devices that are already connected, aren't affected). You can set that up to be 2.4GHz only, with WPA2 encryption for best compatibility. Please consult your WiFi router's manufacturer or your internet service provider for how to set that up.

Hi @cableman,

We recommend connecting your Base Station to your WiFi using your Keypad. Let us know if that works for you!​ 

Hi @dmkunkelman​,  

We apologize for this inconvenience. Our engineers encountered an issue yesterday that affected users’ access to their accounts via the app. However, this server issue has been fixed. If you and your husband are both still having trouble seeing your account today, you might be experiencing a different issue. If so, we recommend giving our Support team a call at 800-548-9508.

@dianewishart16​ I looked into your account and I see you were able to get in touch with our Support team already over the weekend. Did you still need assistance on this issue?

@michaeljamesmichaelmurphy​ at that stage of your setup, the app is trying to connect to your Base Station through the Base Station's WiFi. So if you're having trouble, make sure that the Base Station is still connected to WiFi. You can check by going to your Keypad and navigating to: Menu > System Settings > WiFi.

If the Base Station is already connected to WiFi, then there might be something blocking the connection. We might need to do further troubleshooting then.

I have lost the WiFi on the keypad and it cannot find it, even though everything else see it, and won't accept the wireless data entry when entered by keyboard.  "No Networks Found"...when sitting next to the router.

The Keypad is finding the two smoke detectors in the house, with one just added the other day, and it is listing itself on the Devices list on the keypad menu.

Keypad Serial # 0164e9f3

Your app su 😂 ks 😭