My Device Setup Failed. What Should I Do?

(Applies to: H5Lite, H5Pro, NS1 Sensor, etc.)

App Bluetooth Scan Didn't Detect Device

Confirm device is in Setup mode

• Check device screen prompts
• If not in Setup mode:
  • H5Lite/H5Pro: Settings >>> My Devices >>> Setup
  • NS1 Sensor: Press and hold Setup button for 5s

Place phone near device

→ Ensure device is within Bluetooth range

Device Failed to Connect to Wi-Fi AP (2.4GHz)

Reposition device

Place closer to router to improve signal → Retry Setup

Verify Wi-Fi password

Confirm correct password entry

Check security protocol compatibility

Supported protocols:
- WPA3-Personal (WPA3-SAE)
- WPA2-Personal (WPA2-PSK)
- Open Network
- WPA2-Enterprise (EAP-PEAP authentication only)

Check for duplicate SSIDs

If multiple APs share same SSID:
- Position Hub where target AP has strongest signal
- Temporarily disable other APs

Troubleshooting for dual-band routers

During Hub Setup:
- Disable 5GHz band
- Provide dedicated 2.4GHz environment

H5Pro Ethernet Connection Failed (Special Case)

If Ethernet port light remains off after connection:

Check physical connection

• Inspect port tightness
• Examine cable damage
  → Try replacement cable

Verify network functionality

Confirm switch/router is operational

Device Network Connection Failed (MOCREO Cloud Server Unreachable)

Test with mobile hotspot

→ Determine if local network issue

Check firewall settings

Ensure UDP port 5684 to <coap.mocreo.com> is allowed

Contact support

Provide on-screen error message during failed Setup