Summarize methods to correct UWG5-4999 / nJoy connectivity problems.
WiFi
Failed to Register - ALWAYS check to make sure this is a WarmlyYours thermostat (logo on faceplate) paired with the WarmlyYours nJOY UWG5 App. Review the audit logs on the server for further detail. If a mismatch, the audit log will display WARNING: Mismatch between the private label set for the user account and the device distributor. They must match!
WiFi Network Does Not Appear in List of Available Networks -
- Confirm that the network name does not contain a comma ( , ), quotation marks ( “ ), or a semicolon ( ; ). If the network name has any of these characters as part of its name, the nJoy app cannot display them in the drop-down list, but the name can still be used. In this case, the app will accept these characters by manually entering them.
- Try creating a WiFi hotspot on the phone and verify that the nJOY App can or cannot connect to it.
Insufficient WiFi Signal - Confirm signal strength using your phone next to the nJoy thermostat.
- If the wireless signal is non-existent or weak, then the wireless signal will need to be improved to the location of the nJoy thermostat by acquiring better WiFi equipment or a signal repeater.
- Confirm no other equipment (ex. appliances, electronics) or building materials (ex. metal, mirrors, insulation, dense concrete/brick) are causing signal interference.
- Try moving the wireless router closer to the thermostat.
WiFi Router has Insufficient Security -
- Confirm that the WiFi router is using WPA/WPA2 encryption for security, and not WEP. If this must be changed, consult the user manual for the model router in use.
- Ensure port 3081 is not blocked, this port must be open.
- Logged on the Guest network of the router - Do not use a guest network for the thermostat because a guest network may have limitations configured.
- Wi-Fi network with vLAN segmentation must be isolated. If using separate vLAN’s for different devices, make sure to either isolate the vLAN used for the thermostat or, move the thermostat to the primary (default vLAN).
Unable to connect to WiFi, but have Good Signal Strength -
- Confirm that the WiFi router has sufficient ‘simultaneous connections’ capacity available. Consult the router specifications or try reducing other WiFi devices connecting to the WiFi router by shutting some of them off. If it is determined that this capacity limit was reached, the ISP (Internet Service Provider) or device user manual may need to be consulted to increase the number of allowed simultaneous connections.
- Confirm that the WiFi network is compatible with IEEE 802.11 b/g/n and has a 2.4GHz channel open to devices such as the nJoy thermostat. If using both the 2.4Ghz and the 5Ghz bands on the WiFi network with the same SSID (Network Name) - reconnect the thermostat to the 2.4Ghz band after separating the two bands by renaming one or both of them.
- If on a 'mesh' network and the thermostat is placed between multiple mesh wireless units, that may confuse the thermostat. Try turning off one of the mesh wireless units to see if this allows the thermostat to connect.
WiFi not Responding -
- Confirm that the WiFi router firmware is up to date with either the router manufacturer or the ISP (Internet Service Provider).
- Reboot the router. This will help clear memory issues, resolve connectivity problems, and refresh the router's connection with the ISP. IP address conflicts may need to be resolved, software changes may need to be finalized, or channel congestion may need to be cleared with the channel freshly rescanned. There are a myriad of things that a reboot of the router can correct.
nJoy Factory Reset - Reestablish thermostat connections. This will also be necessary if a factory reset of the thermostat was done. The >> startup wizard << will guide through basic setup, and then Bluetooth, WiFi, and SmartHome connectivity will need to be >> configured <<. Bluetooth and WiFi configuration is done from the nJoy app.
Bluetooth
Unsuccessful Pairing - Ensure nJoy thermostat is in pairing mode (blinking Bluetooth icon upper right-hand side), latest version of nJoy app is installed, and Bluetooth is enabled on your mobile device.
- If the setup wizard was not completed or only partially completed, the nJOY App will not allow pairing the thermostat to the mobile device. Complete the >> startup wizard <<
- If the bluetooth icon continues to spin, then start from square 1 and contact Technical support at +1 (800) 875-5285 for instructions.
Connection Times-Out While Trying to Pair - Restart the mobile device. Remove the Bluetooth pairing on the mobile device. Restart mobile Device. In the nJoy app, go to the Bluetooth connection screen and remove the nJoy thermostat by pressing and holding on it. Restart the nJoy app and try pairing again.
Mobile Device is Paired, but Cannot Access the Thermostat - Close the nJoy app. Completely shut down the nJoy thermostat at the breaker, and then turn on again. Open the nJoy app and reconnect again.
Multiple Mobile Devices Paired to Thermostat, and Now One of Those Devices Won't Connect to the Thermostat - Ensure no other Bluetooth connections to other mobile devices are currently active. Only ONE active Bluetooth connection can be established at a time. To close a Bluetooth connection to a thermostat, close the nJoy app. Try removing the thermostat from the Bluetooth menu and pairing it again.