Sense was unable to connect to your local Wi-Fi network. Please consider the following:
Was your Wi-Fi password entered properly?
Repeat the login process, confirming that you’ve entered your Wi-Fi password precisely. Letters are likely case sensitive.
Does your Wi-Fi network have strong signal strength?
- Look at the Settings menu on the device you are using for this setup to make sure Wi-Fi is broadcasting. If you see the network name (SSID), you’re all set.
- Next, check signal strength on the Wi-Fi icon next to the network’s name.
- If all three bands are dark, your signal strength is strong
- Otherwise, the signal is weak and Sense may have timed out
How to improve weak signal strength:
- Move the Wi-Fi router within your home to a spot that is closer to your Sense system, whether it's in the electric meter or in your electrical panel
- Upgrade to a more powerful router
- Add a Wi-Fi extender cable or create a pop mesh system
This article offers more detailed information on these options to improve signal strength.
Is your Wi-Fi network working properly?
At the Settings menu on the device you are using for this setup (phone or tablet), look for your network’s name (SSID). If you don’t see it, use one or more of these tests to check that your router is online:
- Use a different device (laptop, desktop, tablet), and open a browser window (this may require you to briefly step away from the electric meter)
- If you can open a social media account on that device (such as YouTube), your Wi-Fi is working
- If you cannot open a window on this other device, reboot the router and see if it reconnects. If not, check with your internet service provider to see if there’s a local outage.
Sense cannot connect until your Wi-Fi is reinstated.
Are your router settings rejecting the connection?
- Use a dedicated broadband network secured by a password. Sense cannot operate with open networks or hotspots.
- Many routers offer both a 2.4 gHz frequency and one that is 5 gHz, and they usually have the same name. At the router settings page, point Sense to the 2.4 gHz band, which offers broader coverage and better penetration of solid objects. You can separate these bands at your router settings page.
- Your network may be saturated by traffic. If you can turn off device(s) while connecting Sense, that may help.
- Your Wi-Fi router could have a firewall blocking the connection. Check your router or firewall settings to ensure that the following ports are unblocked, as Sense uses them to securely communicate with our servers: TCP 123, 443, 6514, 8482, and UDP 53.
Note: Some routers may prevent direct pinging. In such cases, you can safely ignore this step.
- Verify that your encryption standard is set properly: The encryption setting at your router's configuration settings must be set to WPA2. Sense is not compatible with encryption standards WPA2/WPA3 or WPA3.
For help, please reach out to the Sense Support team.