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What Should I Do If Adding the Hub via the MOCREO Smart App Fails?

Step 1: Check the Power Supply of Your Hub and Ensure the Status Indicator Light at the Top of the Screen is Functioning

Example:

H5Pro

Note: If the screen/status indicator light does not turn on, we recommend checking the power supply. If the power supply is functioning properly, the issue may be related to a hardware malfunction of the device. Don’t hesitate to contact contact@mocreo.com for further assistance.

Note: Users who purchased the NS1 Sensor can follow the same troubleshooting steps, as the NS1 Sensor also requires an internet connection to operate correctly.

Step 2: Take Appropriate Troubleshooting Actions Based on Specific Setup Failure Information

A. Failed to Connect to Wi-Fi AP: Possible Factors

  1. Poor Wi-Fi Signal at Hub Deployment Location
    The Wi-Fi signal may be weak or there may have been a brief fluctuation in the Wi-Fi network during the Hub addition process.
    Place the Hub near the router to minimize the impact of poor Wi-Fi signals and try the setup process again.

  2. Incorrect Wi-Fi Password
    Please verify that you have entered the correct Wi-Fi password.

  3. Incompatible Security Protocols and Encryption Methods
    Currently, the MOCREO Hub only supports traditional password authentication methods such as "WPA3-Personal (WPA3-SAE)", "WPA2-Personal (WPA2-PSK)", as well as "Open Network" and "WPA2-Enterprise" — EAP - PEAP authentication methods.

  4. Dual-Band Router Settings
    If you are using a dual-band router, temporarily disable the 5GHz band during Hub setup to force the router to operate solely on 2.4GHz. This can help resolve dual-band compatibility issues and provide a clean 2.4GHz connection environment for the device.

  5. Wi-Fi Network Environment
    Is there more than one Wi-Fi AP with the same SSID in your area? If so, place the Hub in the location with the strongest signal from one of the Wi-Fi APs and temporarily turn off the other APs to see if the Hub can connect successfully.

B. Failed to Connect to the Internet

  1. Connect to Your Mobile Hotspot
    Attempt to connect the Hub to your mobile hotspot (2.4GHz; for iOS, ensure "Cellular Data" is enabled and "Allow Others to Join" as well as "Maximize Compatibility" is turned on in "Personal Hotspot"). Check if the Hub can connect to the hotspot and complete the setup process. This will help us determine if the original network connection failure is related to the network itself.

  2. Check Firewall Configuration
    We recommend checking whether the network the Hub is currently connected to has firewall rules that restrict traffic to the domain on UDP port 5684.

  3. Provide Additional Setup Failure Information
    Place the Hub next to the router and attempt to add it again via the MOCREO Smart App. If it still fails, take a screenshot of the error message displayed on the right side of the screen during Hub setup and provide it to us. This information will be very helpful for troubleshooting the issue.

Note: If you encounter any other errors, don’t hesitate to contact contact@mocreo.com for further assistance.