I Can't Install Samsung™ SmartThings™ Wi-Fi (Hong-Kong version)
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
Probe question:
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.
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.
Yes. → Bluetooth on your phone is turned on?
No. → Would you please contact your Internet service provider?
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
Probe question:
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
Yes. → Set “cloud control” as on and try again
No. → Go to question 3
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.
Probe question:
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.
Probe question:
Yes. → Then Tap the Wi-Fi Hub card on device list and enable SmartThings Hub functionally at the bottom.
No. → Go to question 2.
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
Probe question:
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.
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?
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.
Probe question:
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
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
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.
Probe question:
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
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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