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Connection & Cloud Help

App cannot connect directly to the device

Connecting directly is really only required if you do not want to adopt the device or if there is no WiFi access point to connect the device to.

  1. To connect directly the device must be in WiFi AP mode (solid-yellow Status LED). If it's not, hold the two outside buttons of the device until the Status LED turns yellow then let go.
  2. Check your phone or computer's WiFi network list. If it doesn't appear right away, try closing settings and re-opening.
  3. If the device doesn't detect a connection within 2 minutes it will exist WiFi AP mode.

App cannot find or adopt the device

  1. Confirm the device has a solid-blue Status LED. If not, see Getting Started.
  2. The cloud will only allow you to adopt the device if your app and the device are at the same Internet address. Confirm your phone and device are using the same internet connection.
  3. Confirm you have not already adopted the device and it's just in another Location.
  4. If the device was previously owned by someone else, it may need a factory reset (see Factory Reset on your product page) before it can be adopted again.

Device shows offline in the app

  1. Check that the Status LED eventually reaches steady blue (connected to cloud). If not, see the Status LED section on your product page.
  2. Confirm the device network can reach the internet. See Ports & Firewall Rules if you use VLANs or a locked-down Wi-Fi network.
  3. Power-cycle the device and wait 30–60 seconds for it to reconnect.
  4. Check Wi-Fi signal strength in the app Insights page. Weak signal (around -70 dBm or worse) can cause dropouts.

App always connects through the cloud (never "Local")

  1. Use the ShowMatic app instead of a browser. Browsers cannot make secure local connections.
  2. Confirm your phone and the device are on networks that can talk to each other. Guest Wi-Fi and separate VLANs often block local access even when cloud access works.
  3. See WiFi & Connection Types for how cloud, local, and direct connections work.