Setup Hub Troubleshooting
Connect to Wi-Fi Troubleshooting
The device failed to be scanned.
Confirm that the device’s power is connected
Confirm that the device is in pairing mode (blue light flashing)
Check and try pairing again
Failed to connect the device.
Please check if Bluetooth or location permission has been abnormally closed.
Android12 and above open
The device failed to acquire Wi-Fi list.
Confirm if the Wi-Fi network is 2.4GHz. You can check the type of Wi-Fi network by going to the router’s browser settings page >> Wi-Fi settings page.
Check if WLAN function is enabled.
Check if the Wi-Fi device is working properly
Connect the device to Wi-Fi AP
Wi-Fi password error
Modify the password, verify the accuracy of the password, and pair the Hub again.
Network status is affected and unstable.
Ensure good network status, no impact on network status, such as (nearby refrigerators, microwaves, cordless phones, etc.).
The router has set a fixed number of connected devices, and unable to add new devices.
Change the number of allowed connected devices, increase the number of connections, and pair the Hub again.
The current Wi-Fi encryption mode is not WPA/WPA2 mode or open mode
Check the encryption mode of the Wi-Fi/hotspot. If the encryption mode is WPA3/WPA2 Personal 、WPA3/WPA2-Enterprise 、Hide Wi-Fi, the Hub may not be able to connect to the Wi-Fi. In this case, please change it back to WPA/WPA2 Personal and then pair the Hub again.
Register the device to the cloud server
This may be caused by the fact that your Hub program has not been officially started. You can try to solve this problem by doing the following:
Power off the Hub, and power on the Hub again.
Wait for the Hub to complete the program startup, about a minute or so, during which you do not need to perform any operations.
After the waiting time is over, you can re-add the Hub through the MOCREO Sensor APP.
If you still can’t solve the problem you encounter after trying the above operations, please pay attention to the following troubleshooting steps:
Wi-Fi is connected, but it can’t connect to the Internet or our servers
Firewall restrictions on port numbers, check if the router has firewall policies that prevent ports 123, 80, 443. Get the router IP address >> Go to the router browser settings page >> Check for port restrictions in advanced settings.
The device has not been recorded*
Link the device to your account
Failed to bind account *
This device is in development mode and cannot be associated with your account *
Disk damage *
Waiting to sync device information
Failed to get version information, please try again
Exit the application (close the background running) and re-enter the application
MQTT is not connected. Please check if ports 8883 and 8888 are open, etc. Get the router IP address>> Go to the router browser settings page>> Check for port restrictions in advanced settings.
Connect to Ethernet Troubleshooting
Please check if the Hub is in Setup mode (the Hub status light flashes blue)
Please check if the mobile device is on the same local network as the Hub (the mobile device is connected to the same network as the Hub).
In cases marked with * , please contact us(firstname.lastname@example.org) for assistance.