Are you having trouble connecting or staying connected to WiFi? That can be a pain, but don't worry, we're here to help! Let's review a few common issues to check on.
Check for Common Issues
1. First, make sure your Bluetooth is turned ON.
2. Confirm your mobile device is connected to the same wireless network you have selected in the iQua® app.
3. Check the wireless signal strength on your mobile device. If you're seeing only 1 or 2 bars when near the softener, your WiFi signal may not be strong enough. In this case, you'll want to move your wireless router closer to the softener, or consider installing a Wi-Fi extender.
There are a handful of things that could cause wireless signal interference: cordless phones, baby monitors, remote controlled toys, microwave ovens, seasonal lighting, or even garage door openers. Temporarily shut these devices off while you're trying to fix this issue.
Structure materials in walls, floors, and furnishings may also cause interference:
Interference Potential - Type of Material
- Low - Synthetic material, wood, glass
- Medium - Brick, marble, water
- High - Concrete, plaster
- Very High - Metal
4. Ensure your wireless network is using the 2.4 GHz WiFi band. The 5 GHz band is not supported. If your softener has previously connected but keeps disconnecting, we especially recommend you look into this. Some people have a dual WiFi signal band. This means that they have a 5 or 6 GHz AND a 2.4 GHZ network. Sometimes, the softener may try to switch between the two networks looking for a stable connection, leading the softener to actually disconnect from the 2.4 GHz network.
- If you have a dual WiFi signal band, we recommend you have different names for each network so that you can clearly identify that it's connected to the right 2.4 GHz network.
- If you continue to experience constant WiFi disconnections, you may need a mesh WiFi router to help improve the WiFi connectivity.
5. If your softener has never been able to connect, it could be a closed port. Your internet service provider may have closed the port that the unit needs to be able to connect to the cloud. We recommend that you call your internet service provider and let them know they need to open the port. The 3 port numbers used are: 8883, 443, 8443.
If you'd like to check to see if the ports are open before you call your internet service provider, you can do that here: https://www.yougetsignal.com/tools/open-ports/
6. Once you've checked each of the items above, you can try to reconnect your softener. Click here for instructions.