I’m having trouble connecting to my WiFi network

If you encounter errors while trying to connect your Powersensor devices to your home Wi-Fi network, this article will provide guidance on resolving these errors and configuring your Wi-Fi network with the appropriate settings.

Powersensor requires a 2.4GHz network and will not connect to a 5GHz network.

1. Incorrect Wi-Fi password.

At times, the solution can be as straightforward as this: please ensure that you have entered the Wi-Fi password correctly. Alternatively, it's possible that another member of your household has updated the Wi-Fi password without informing you.

2. Unable to obtain IP address from DHCP server.

DHCP server: Certain routers have a limited number of devices that can connect to them, as managed by the DHCP list. This list might still include devices that have not connected for an extended period. To address this, try rebooting your router. The reboot will refresh the DHCP list, allowing devices in your home to connect again one by one. Afterward, you can attempt to install your sensor device, which should find an available spot on the DHCP list.

Whitelist: Your router may utilise a MAC address whitelist, permitting only specific devices to connect. Access your router's configuration settings to check if a whitelist is in place and adjust it accordingly. Please reach out to us if you need help obtaining the MAC addresses for your devices.

3. Incompatible Wi-Fi security settings.

Incompatibility issues with Wi-Fi security settings are more complex and often require adjustments to your router's configuration settings. Consider the following:

WPA2/3: We have seen some issues with certain modems, in particular the newer Telstra Smart Modem 3’s, that operate in WPA3 or split WPA2/WPA3 security modes. However, our devices are only compatible with the WPA2 security mode. Access your router's configuration settings and verify the security mode set. If it's set to WPA3 or split WPA2/WPA3 security mode, change it to WPA2 only.

Phone settings: Resetting the Bluetooth and Wi-Fi toggles on your phone just before installation attempts or rebooting the phone itself may resolve certain issues. If problems persist, try using a different phone or tablet for installation. This step will help determine if the issue lies with your network or the specific mobile device you are using.

Need Further Assistance? Contact Us!

If none of the suggestions mentioned above help resolve your connectivity issues, don't worry! Our support team is here to assist you. Simply reach out to us at support@powersensor.com.au. Remember to provide us with the following details:

• Router make and model: Let us know the make and model of your router so we can better understand your setup.
• Installation logs: Please also send us your installation logs from your most recent installation attempt. To send us the installation logs, follow these steps:
  1. Open the app on your device.
  2. Tap the Menu option located at the bottom right.
  3. Select "Account."
  4. Choose "Support."
  5. Scroll down to the "Device Installation Logs" section.
  6. Tap the "Upload" button below the logs.

By sending us this information, our support team can analyse the data and provide you with more effective assistance in resolving your connectivity issues.