I Can't Install Samsung™ SmartThings™ Wi-Fi (Hong-Kong version)

Last Update Date : Sep 16. 2019
1 Method 1. When installing a Samsung SmartThings Wi-Fi for the first time, check whether you have connected the Ethernet cable to the IN port before connecting the AC/DC adapter.
2 Method 2. Check whether the AC/DC adapter is connected securely .
3 Method 3. Press the [ Reset ] button on the rear of your Samsung SmartThings Wi-Fi for at least 8 seconds to reset and restart the device. When the red and green lights blink alternately, re-install your device via the SmartThings app on your smartphone.
4 Method 4. Check the Internet connection status (Cellular or Wi-Fi) of your smartphone.
To install a Samsung SmartThings Wi-Fi using the SmartThings app, your smartphone must be connected to the Internet .

 

Question 1. Did you follow the instructions in the leaflet in the Box?

 

Yes, I tried and failed. Go to Question 2.

No, I did nothing. Then guide the setup flow.

 

Question 2. Please describe your problem faced and name of Phone.

 

1. SmartThings app version: you can check on the settings menu (Dashboard > menu button > Settings > About SmartThings)

2. OS version

3. Check whether current procedure is on the main hub setup or sub hub extension

 

Android

Android: Stopped at 27%

Android: Stopped at 27%Click to Expand

Probe question:

1 Please check whether you have connected Samsung™ SmartThings™ Wi-Fi to your modem via an Ethernet cable before connecting the AC/DC adapter.
Samsung SmartThings Wi-Fi requires Internet access through your modem. Check whether Ethernet cable is exactly connected “IN” port.
Yes. → Go to question 2.
No. → Unplug the power and wait for 10 seconds and plugin the power again while Ethernet cable is connected and wait until the LED is blinking red and green. Then launch the App and you can see the popup, tap the add button.
2 You are using a phone from Google™ with Android™ OS 8.0 or later, e.g. Pixel™, Pixel™ 2, Nexus™ 6P.
Yes. → Then your phone required to be upgraded with fixed firmware released by Google. Or you can try with another phone if possible.
No. → Go to question 3.
3 Are you close to Hub now? You need to be in 15 feet.
Yes. → Bluetooth on your phone is turned on?
No. → Would you please contact your Internet service provider?
4 Are you trying to extend sub hub to main hub which is already connected? Check whether an Ethernet cable is connected?
Yes. You should only plug power cable, not an Ethernet cable. Unplug Ethernet cable and the power, then plugin the power again, and wait until the LED is blinking red and green. Then launch the App and you can see the popup, tap the add button.

Possible Reasons:


1. Ethernet cable is not connected to modem correctly.


2. Phone and Connect home failed to communicate with Bluetooth, caused by a Google Oreo issue or a distance, or customer turned off the Bluetooth.


3. Customer did not wait until hub is ready to setup and cancel the easy setup (Need to wait until the LED is blinking red and green. It may take more than 1 minute.)

Required information for escalation:
1. Check whether the current setup procedure is on the main hub or sub hub extension
2. The status of power and Ethernet cable connection

Android: Stopped at 37%

Android: Stopped at 37%Click to Expand

Probe question:

1 Did you get a “Can’t connect to your Wi-Fi Hub” error popup?
Yes. → Move your phone closer to hub and try to setup hub again. You need to be in 15 feet.
              Please also check whether the LED is blinking green and red or not.
No. → Go to question 2
2 Did you get a “network error” message? Please check whether “cloud control” is turned off (“cloud control” is on Dashboard- Settings) or not.
Yes. → Set “cloud control” as on and try again
No. → Go to question 3
3 You need to check the status of the Samsung account. Did you get a notification related to Samsung account?
Yes. → Choose notification and follow the guide of Samsung account
No. → Go to “Samsung Account” menu > Dashboard > Settings > Samsung account > remove Samsung account and sign in again

Possible Reasons:


1. Failed to connect to hub by Bluetooth.
2. Failed to communicate with Server with the App.
3. There was a problem in your Samsung account.

Android: Stopped at 72%

Android: Stopped at 72%Click to Expand

Probe question:

1 Did you get a “network error” message?
Yes. → There can be a temporary network problem. Check your Internet connection (Wi-Fi or mobile data network) on mobile and router and try hub setup again.
No. → Reset hub and try setup again.

Possible Reasons:

1. Communication between server and router is failed.
2. Communication between router and phone is failed.

Android: Welcome code

Android: Welcome codeClick to Expand

Probe question:

1 Did you setup the Wi-Fi hub successfully first?
Yes. → Then Tap the Wi-Fi Hub card on device list and enable SmartThings Hub functionally at the bottom.
No. → Go to question 2.
2 Did customer follow the instructions on leaflet in the Box?
Yes, customer tried and failed. → Go to Question 2 of “I can't install Samsung SmartThings Wi-Fi. (Setup)”
No, customer did nothing. → Then guide the setup flow.

Possible Reasons:


1. Customer did not follow the instructions on leaflet.
2. Hub and Wi-Fi hub on the App are confusing.

iOS

iOS: Stopped at “Searching for your device…” screen

iOS: Stopped at “Searching for your device…” screenClick to Expand

Probe question:

1 Check whether you have connected SmartThings Wi-Fi to your modem via an Ethernet cable before connecting the AC/DC adapter. SmartThings Wi-Fi requires Internet access through your modem. Check whether Ethernet cable is exactly connected “IN” port.
Yes. → Go to question 2.
No. → Unplug the power and wait for 10 seconds and plug in the power again while Ethernet cable is connected. Please wait until the LED is blinking red and green. (SmartThings Wi-Fi booting is successful and ready to connect) Then launch the App and you can see the popup or tap the ‘Add device’ button and click the Wi-Fi Hub.
2 Are you close to Hub now? You need to be in 15 feet.
Yes. → Bluetooth on your phone is turned on? (Turn it on in the settings, close the app and re-launch it)
No. → Would you please contact your Internet service provider?
3 Are you trying to extend sub hub to main hub which is already connected? Check whether an Ethernet cable is connected?
Yes. You should only plug power cable, not an Ethernet cable. Unplug Ethernet cable and the power, then plugin the power again. And wait until the LED is blinking red and green. Then launch the App and you can see the popup or tap the ‘Add device’ button and click the Wi-Fi Hub.

Possible Reasons:


1. Ethernet cable is not connected to modem correctly.


2. Phone and Connect home failed to communicate with Bluetooth within 120 seconds. (Caused by a distance or customer turned off the Bluetooth)


3. Customer did not wait until hub is ready to setup and cancel the easy setup (Need to wait until the LED is blinking red and green. It may take more than 1 minute.)

Required information for escalation:
1. Check whether current setup procedure is on the main hub or sub hub extension
2. The status of power and Ethernet cable connection.

iOS: Stopped at “Connecting to your device…” screen

iOS: Stopped at “Connecting to your device…” screenClick to Expand

Probe question:

1 Did you get a “Can’t connect to your Wi-Fi Hub” error popup?
Yes. → Move your phone closer to hub and try to set up hub again. You need to be in 15 feet.
              Please also check whether the LED is blinking green and red
No. → Go to question 2
2 Did you get a “Couldn’t set up your Wi-Fi Hub” message?
Yes. → You need to check the LAN and the Internet accessibility with the Internet service provider after getting the same error for 3 times.
No. → Go to question 3
3 Did you get a “Couldn’t add device” message?
Yes. → If it still has a problem with 3 times of trial then you may try to set up again after a few hours. If it is still the same, try to reset hub and set up again. (Use a pin to press and hold the button inside the Reset hole for at least 8 seconds)
No. → Let us know the error message in detail with screenshots.

Possible Reasons:


1. Failed to connect to Hub by Bluetooth.
2. Failed to communicate between Server and the App.
3. Failed to get access to the Internet from the service provider.

iOS: Stopped at “Registering device…” screen

iOS: Stopped at “Registering device…” screenClick to Expand

Probe question:

1 Did you get a “Can’t connect to your Wi-Fi Hub” error popup?
Yes. → After clicking OK, go to the devices tab and check whether the Wi-Fi Hub card created or not after a few minutes. If it was created, then close the App and launch again to use the App normally. For this case, the reason is that the set up was done by Wi-Fi Hub itself even though the set up was failed in the App.
No. → Go to question 2
2 Did you get a “Couldn’t add device” message?
Yes. → There can be a temporary network problem. Check your Internet connection (Wi-Fi or mobile data network) on mobile and router and try hub setup again.
No. → Try to reset hub and set up again. (Use a pin to press and hold the button inside the Reset hole for at least 8 seconds)

Possible Reasons:


1. Failed to connect to Hub by Bluetooth.
2. Failed to communicate between Server and Hub.

- To use a Samsung SmartThings Wi-Fi, you need a Samsung account, the SmartThings app (Android 5.0 or later; iOS 10 or later), a modem or broadband connection, an Ethernet cable (included), and a power adapter (included).
- Mesh Wi-Fi is a Whole Home Wi-Fi System that allows users to enjoy Wi-Fi anywhere at home without black spots. Two or more Samsung SmartThings Wi-Fi devices can be connected wirelessly to create single Wi-Fi network, providing a safe and fast Wi-Fi environment through the Intelligent Algorithm.
- Available technology, functions, and features may vary by country, service provider, network environment, or product, and are subject to change without notice.
- All specifications and descriptions provided herein may be different from the actual specifications and descriptions for the product. Samsung reserves the right to make changes to this document and the product described herein, at anytime, without obligation on Samsung to provide notification of such change. All functionality, features, specifications, GUI and other product information provided in this document including, but not limited to, the benefits, design, pricing, components, performance, availability, and capabilities of the product are subject to change without notice or obligation.

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