Search below for your issue and tap the '+' to find your solution
Network Connectivity Support
Please find an extensive list of questions and answer below. However, we have found that the vast majority of connectivity issues are due to firewalls doing their job and stopping the VapeGuardian system and sensors from communicating with the network.
As a result our engineers, developers and external web-security experts are put together a list of IP addresses to be whitelisted and Ports to be opened for your firewall.
Please make these changes, reset the sensor (hold down the black button on the sensor for 20 seconds) and try again. If the issue persists, we’re here to help anytime!
If you are using the manual method to add devices, please troubleshoot as follows:
- Please ensure that you are using the correct app and admin as explained on https://vapeguardian.us/set-up-instructions/
- Please confirm that your router is not provided by ISP (such wireless routers’ compatibility is poor and our devices cannot be added), please use such as ASUS, Netgear,TP-LinK and other brands of wireless routers.
- Please make sure your router is a Wi-Fi 5 router, or turn off the Wi-Fi 6/802.11ax mode of the 2.4Ghz Wi-Fi in the Wi-Fi 6 router. Our devices cannot connect to Wi-Fi compliant with the Wi-Fi 6 standard.
- Please confirm that the Wi-Fi password encryption method of your router is WPA2-PSK/WPA, our device cannot support WPA2-CERT and WPA3, and the wireless mode cannot be 11n only.
- Check whether the Wi-Fi password you entered is correct. Check for spaces before and after the Wi-Fi account or password and case sensitivity issues.
- Ensure that broadcasting is enabled for Wi-Fi and is not hidden. Ensure that your device has been added over a Wi-Fi band of 2.4 GHz (Check whether the 2.4 GHz band and 5GHz band share the same Wi-Fi account. If so, we recommend that you configure two accounts and switch to the 2.4 GHz band during network connection) .
- Ensure that the DHCP service is enabled for the router. If not, the IP address will be occupied.
- Check whether your device is powered on and turned on, and make sure that the device is in the right pairing mode, click to view the detailed method.
- If your device is a Wi-Fi device, please use the “Add Manually” method to add it. The “Auto Scan” method may not be able to add your Wi-Fi device.
- IIf you are using iOS 14 and above, please make sure you have opened the local network permission and wireless data permission of the App.
- If you are informed that the device has been bound to another account during the binding process, please follow the instructions on the posted page to unbind the device and add it again.
- Please make sure that the signal of the network environment where the device is located is strong and stable. Troubleshooting: Download the Internet Speed Test App (make sure the phone is connected to the 2.4Ghz network), place your mobile phone in the same location as the device, and then test the Internet upload and download speed at that location (ensure that the speed is at least: upload ≥ 2 MB/s, download ≥ 2 MB/s or upload ≥ 16 Mbps, download ≥ 16 Mbps), smart camera equipment occupies a large amount of upload bandwidth, and at least 4M of upload bandwidth is required for 1080p image quality (0.5MB/s, 4Mbps), if your device has enabled the cloud storage function, additional 2M upload bandwidth is required, please confirm that your network has sufficient network bandwidth.
- If the network is normal but the device network connection still fails, check whether the router is overloaded. You can disable a device’s Wi-Fi feature to reserve the channel for resource reallocation.
- If wireless MAC address filtering is enabled for the router, remove your device from the router’s MAC address filtering list to ensure that it is allowed to connect to the network. You can also disable MAC address filtering.
Quite often, to allow the sensors to communicate with our systems, your network may require you to whitelist the following IP address:
138.68.135.73
Should your network or firewall on which ports to leave open for your Smart Vape Sensors will be connected need to know what ports are required, please see below:
Port:80
Port: 443
Port: 3500
Dear user, we are sorry for your inconvenience. You need two smartphones that can provide a network hotspot. One phone turns on the hotspot as the network provider and the other can connect to the device.
The steps of the PC side are as follows:
- Click the network icon in the bottom right corner on the system desktop.
- Click [Network and Internet settings] in the pop-up box.
- Click WLAN on the left handside.
- Click [Hardware Properties] under [WLAN].
- Then you will see the information of network band.
The steps for viewing on the mobile side are as follows:
Android：
Different brands of Android phones are different. Take Huawei mobile phone as an example. You can click on the connected Wi-Fi name in the Wi-Fi list, and the corresponding information will be displayed, including the frequency.
iOS：
- Download AirPort tool in the App Store
- Turn on the Wi-Fi Scanner in “Settings – Airport Tools“
- Open the app and click on “Wi-Fi Scan” in the upper right corner. Channel 1-13 band is 2.4G, and larger than 13 is 5G.
Only public networks that log in with a fixed password can connect to our device, while public networks that log in with an account and password or verification code cannot connect to our device.
Dear user, we are sorry for your inconvenience. As it has something to do with the network stability whether the device can work normally, please make sure your network is stable and not overloaded. Maybe you can use a phone hotspot to check whether it is the problem of network.
Dear user, we are sorry for your inconvenience. Network configurations change if you replace the router or use a new network. To use a device that has been connected to a different network, first remove that device, reconnect it to the new network, and then add it again.
If your device fails to connect to the smart device after replacing the router or modem, it may be that your router is 2.4GHz and 5GHz mixed, or your router is not compatible with our device.
Note: Even you change back the SSID and Wi-Fi password to the same as the original one, you still need to select the network and Wi-Fi password again when readd your devices. If you not, there may be a problem of not being able to connect to the Internet.
If your device always offline, please check in the following ways:
- Check whether the router is powered off or disconnected from the network. If so, the router will take some time to recover. Wait for two minutes and then check whether your device is online.
- Check whether the router has been replaced, or the Wi-Fi name or password has been changed. If so, remove your device and then add it to the network again.
- Please confirm whether the device has just updated the firmware. The device will be disconnected from the network when the firmware is updated, and will automatically connect to the network after the update is completed. However, if your network is unstable, it will appear that you cannot connect after the firmware update is complete. The device needs to be removed and added again.
- The Wi-Fi signal of the device is too poor (for example: there are several walls separated from the router; the device is surrounded by a metal shell or there are metal objects nearby; nearby high-power appliances such as air conditioners and refrigerators interfere).
- The location of the device is too far away from the router (the indoor environment is more complicated, it is easy to go offline after more than 5 meters; the outdoor environment is empty, it is easy to go offline after more than 10 meters).
- Check whether the firmware is the latest version. To check this on the app, choose Home—Tap device icon—Top right button—Device Update.
- If the device goes offline after a period of use, but after restarting the router or re-networking the device, the device returns to normal. Indicating that the router is overloaded due to long-term high-load use, and you need to replace it with a more powerful one, or reduce the number of devices connected to the router.
- You can also use a phone hotspot to check whether it is the problem of network.
If your device still fails to connect to the network after the preceding steps, place your device in a network environment with strong and stable signals and connect it to the network again. If your device is still offline, provide us with your app account. We will try to troubleshoot this issue from backend.
If your device or its indicator light keeps flashing for no reason, please troubleshoot as follows:
- Please confirm whether you have removed the device from the App. Some devices will automatically enter the pairing mode after being removed. If the device or device indicator flashes continuously, it means that the device has entered the pairing mode.
- Please confirm whether you have frequently opened and closed the device in a short period of time, or accidentally long-pressed the power button of the device. Because through the above operations, some devices will be reset to the pairing mode, which causes the device or device indicator flashing constantly.
If the above conditions have been successfully eliminated, it means that your device hardware has been damaged, causing the device to enter the pairing mode for no reason. Please contact us for after-sales processing.
The function of remotely resetting the device is not supported.
Dear user, we are sorry for your inconvenience. Please keep the power of the device off for more than 10 seconds then turn the power on. Then set the device to paring mode. Also, we suggest you to try to add the device with the personal hotspot on your phone. If you have done the correct steps and your device can’t connect to your hotspot either, we suggest you to contact us to check your device issue. Thank you for your support and understanding!
Dear user, we are sorry for your inconvenience. To troubleshoot, follow these steps:
- Check whether your device is powered on, the device may have been powered off due to poor contact, etc.
- Check whether your device is powered off or disconnected from the network. If so, it will take some time to go online again. Wait for two minutes and then check whether your device is online (Not all devices support power-off memory, so the device will go offline after power-off).
- Ensure that the signal of the network environment where the device is located is strong and stable. Troubleshooting: Use the Internet Speed Test App to test the upload and download speed of your network (upload ≥ 2 MB/s, download ≥ 2 MB/s, upload ≥ 16 Mbps, download ≥ 16 Mbps,);
- Check whether the home Wi-Fi network is normal or whether you have changed the Wi-Fi name or password. In the latter case, reset your device and add it again.
- If the network is normal but your device is still offline, check whether too many devices are connected to the Wi-Fi network. If this is the case, restart the router, power off the device, and power it on again. Then wait for two to three minutes and check whether the device is connected.
- Check whether the firmware is the latest version. To check this on the app, choose Home—Tap device icon—Top right button—Check for Firmware Updates.
- You can also use a phone hotspot to check whether it is the problem of network.
If the issue persists, we recommend that you remove your device and then add it again. If the issue persists, provide us with your login account through email and we will try to troubleshoot this issue from backend.
Dear user, we are sorry for your inconvenience. Firstly, you need to make sure that you are connected to a 2.4GHz network. If you are not sure what your network is, you can follow“How to configure separate Wi-Fi SSIDs for 2.4 GHz and 5 GHz bands?”. If you can connect to the device but have problems, you can provide us with the login details. Thank you for your understanding and support!
If the DHCP function of the router is disabled, IP address conflicts may occur when multiple home devices are connected to the router. To solve this issue, perform these steps:
- Go to the LAN page of the router.
- Locate the DHCP setting option.
- Enable DHCP.
- Save setting.
The following files describe how to configure the routers of some popular brands.
If your router supports both the 2.4 GHz and 5 GHz bands, but only one Wi-Fi name is displayed on the Wi-Fi search page of your mobile phone, perform these steps:
- Go to the Wireless page of the router. (The entry address is usually provided on the label attached to the back of the router).
- Go to the 2.4 GHz setting page, and set the Wi-Fi name (SSID) to （XXX）-2.4G, where xxx indicates the Wi-Fi name. Save setting.
- Go to the 5 GHz setting page, and set the Wi-Fi name (SSID) to （XXX）-5G, where xxx indicates the Wi-Fi name. Save setting.
When the preceding settings are complete, the new Wi-Fi names will appear on the Wi-Fi settings page of your mobile phone.
Note: After the Wi-Fi names are changed, you need to reconnect the devices that use this wireless router. The password remains the same if it has not been changed.
The following files describe how to configure the routers of some popular brands.
Dear user, we are sorry for your inconvenience. When you fail to add a device, you may enter an incorrect password. Check whether the router’s password is incorrect as follows:
- Check whether the password contains only digits, letters, special characters, or words in special languages, such as Arabic and Spanish. Chinese characters are not supported.
- Check whether the password contains no more than 58 characters.
- Check whether spaces exist before or after the password.
- Check whether the first letter of the password is uppercased when the actual password is not uppercased. Some input methods uppercase the first letter by default.
Dear user, we are sorry for your inconvenience. Our device does not support connecting to such a network, so you cannot configure it. If you insist to do it, please contact your company’s IT staff for help. Thank you for your understanding and support.
After changing the Wi-Fi password, all network settings have been changed. Therefore, you need to delete all the existing device and add all the devices again, then update the rooms with these devices.
Dear user, we are sorry for your inconvenience. Log in to the management page of your router through your computer or mobile phone, and then change the SSID of the 2.4 GHz and 5 GHz networks. This helps you easily differentiate the two networks.
Dear user, we are sorry for your inconvenience. When you use a dual-band router, you can log in to the management page of your router and change the SSIDs of the 2.4 GHz and 5 GHz networks to differentiate them.
Connect to the 2.4GHz Wifi SSID through your phone.
Dear user, we are sorry for your inconvenience. You can verify whether it is a network problem or a product hardware problem in the following ways:
- You need to reset the device to EZ mode.
- Unless otherwise specified, the devices only support 2.4GHz Wi-Fi. There is a possibility that the 2.4GHz and 5GHz mixed network will not be successfully configured, so please ensure that the Wi-Fi connected to the mobile phone is 2.4GHz.
- Please ensure that the Wi-Fi password is correct and the device is near the router.
- You need to prepare two mobile phones, one mobile phone to open the hotspot as a network provider (instead of a router), the other mobile phone can be used to connect the device.
- If you can connect and operate the device through the above methods, it means that there is a problem with your router settings, or the router compatibility is not good.
- Switch to AP mode and pair the device. If it succeeds, it means that the router is not compatible.
- If you still cannot connect and operate the device through the above methods, it may be a hardware problem.
Dear user, we are sorry for your inconvenience. Unless otherwise specified, the devices only support 2.4GHz Wi-Fi. There is a possibility that the 2.4GHz and 5GHz mixed network will not be successfully configured, so please ensure that the Wi-Fi connected to the mobile phone is 2.4GHz. All routers have a 2.4GHz network frequency band. You only need to separate the 2.4GHz and 5GHz mixed networks to connect the device to the 2.4GHz network normally.
- When adding device networking in App, Wi-Fi name is not supported in full Chinese (Some devices do not support full digital Wi-Fi names too) .
- The password length of the Wi-Fi is up to 64 bits（EZ-Mode）and 64 bits（AP-Mode）.Special characters in the password are not supported.
- As long as the Wi-Fi password is utf-8 encoded characters are supported, non-utf-8 encoded characters are not supported.
Please check in the following ways:
- Whether there are too many devices in your home that need to be connected to the Internet, beyond the range that the router can load (ordinary home routers can only load less than 10 devices), so your devices cannot connect to the network.
- Whether the network quality is unstable, so the device fails to connect to the network in time after the incoming call.
- If the device cannot automatically reconnect to the network after being offline, you can try to restart the device.
- If it still fails, you need to remove the device and add again. Please remember to update the room with this device.
Dear user, You must open the App location permission as its used to auto-fill the Wi-Fi SSID during the device adding process.
Dear user, we are sorry for your inconvenience. If the Wi-Fi SSID is hidden, the device is not be able to search and connect it. You need to unhide the Wi-Fi SSID. Thank you for your understanding and support!
Dear user, we are sorry for your inconvenience. One device can only be configured for one network in the same time. You cannot realize it now. Thanks for your support and understanding.
No, It can’t be used with LAN, the device needs the internet to make various api calls to our cloud server for adding/updating room, alert notifications, device registration etc.
The number of devices that a wireless router can connect to is subject to the router specifications. Typically, a home router can connect to around 10 devices.
Please make sure that the signal of the network environment where the device is located is strong and stable. Troubleshooting: Download the Internet Speed Test App, place your mobile phone in the same location as the device, and then test the Internet upload and download speed at that location (ensure that the speed is at least: upload ≥ 2 MB/s, download ≥ 2 MB/s or upload ≥ 16 Mbps, download ≥ 16 Mbps), smart camera equipment occupies a large amount of upload bandwidth, and at least 4M of upload bandwidth is required for 1080p image quality (0.5MB/s, 4Mbps), if your device has enabled the cloud storage function, additional 2M upload bandwidth is required, please confirm that your network has sufficient network bandwidth.
No. our device obtains an IP address from the router through DHCP. IP address assigned by router.
1. Use the username and password of your SMF account to login in Smart Industry app.
2. Open the Device whose details are required.
3. Click on edit button on top-right of this screen.
4. Click on “check Device Network”: you can view the Signal Strength, IP address and MAC address.
3. Click on edit button on top-right of this screen.
4. Click on “check Device Network”: you can view the Signal Strength, IP address and MAC address.
