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Wyze Mesh Router Setup Troubleshooting

Problem

When trying to set up Wyze Mesh Router for the first time, I’m unable to get past the BluetoothⓇ pairing screen.

Troubleshooting

  1. Check that your Wyze app is up to date.
    • Go to the Account tab > tap About.
    • The app version will be listed beneath the Wyze logo.
    • You can compare your app version to the most up-to-date version listed on our Release Notes & Firmware Page.
  2. Make sure you have the following setup requirements: 
    • A modem or modem/router combination with an active broadband Internet connection with a LAN Ethernet port.
      • A smartphone with BluetoothⓇ and mobile data enabled.
    • Confirm the smartphone being used for setup is using a mobile data 4G/LTE or 5G connection during setup. This ensures the smartphone using the Wyze app doesn’t have a Wi-Fi network conflict. 
    • BluetoothⓇ permissions are enabled for the Wyze app.
  3. Confirm Wyze Mesh Router is connected to the modem’s LAN port. 
    • Combination modem/routers usually have multiple LAN ports. Make sure your Wyze Mesh Router is physically connected to the LAN port of the combination modem/router.
  4. Confirm the Wi-Fi SSID of the combination modem/router is turned off.
    • If you are unsure, please check with your Internet service provider or the device manufacturer.
    • If this is not possible, ensure that you are using a different name when you create your Wi-Fi network name on your new Wyze Mesh Router.
  5. Ensure all cables for the modem and root Wyze Mesh Router are correctly and securely connected.
  6. Confirm that the modem is working by connecting a laptop or PC directly to one of the LAN ports of the modem and check if you can access the Internet. 
    • This can be done by going to a website, such as youtube.com, and attempting to play a video.
  7. Check if the home Internet is configured via a Dynamic IP address. 
    • If not configured via Dynamic IP: you should have been given a static IP or PPPoE credentials after signing-up for your Internet service. Choose the Configure ISP Settings option in the “Pairing Failed” page to proceed with the static IP or PPPoE setup. 
    • It is important to choose the correct connection type and we generally recommend DHCP. If you are unsure, please check with your Internet service provider.
  8. Confirm the previous router’s MAC address is not locked. 
    • In rare cases, your Internet service provider may lock the MAC address of the router that’s connected to your Internet. In these cases, when replacing the old router with Wyze Mesh Router, the Internet service provider will have to manually unbind the old MAC address.
  9. Confirm the root Wyze Mesh Router is placed in an ideal location. 
    • We recommend placing the router in an open area, close to the center of the home, on a flat surface or countertop (not on the floor or between furniture), and away from large electronic devices such as TVs or speakers. Ensure the router is laying flat and not on its side or tilted to ensure the best coverage.
  10. Move any devices experiencing issues closer to the root Wyze Mesh Router (within 10 feet).
  11. Power cycle the root Wyze Mesh Router. 
    • Unplug the device for 30 seconds to 1 minute, then plug it back in.
  12. Factory reset the root Wyze Mesh Router using the pinhole method.
    • Note: If the root router is reset, all satellite routers will also need to be reset.
    • Insert a paper clip or similar into the reset pinhole for 15 seconds. Wyze Mesh Router's status light will begin rapidly flashing orange to indicate the factory reset has begun and once the reset is complete, it will flash white to indicate that it has been reset and is ready for setup. Set up like new in the Wyze app.
  13. Try to set up your Wyze Mesh Router using a different smartphone.
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