Device Setup Failed

(Applies to: H5 Lite, H5 Pro, NS1 Sensor, etc.)

H5 Screen Error Codes

If Setup fails and an H5 Lite or H5 Pro displays an error code on the right screen, use the H5 screen error-code guide to check what the code means and follow its troubleshooting steps.

App Bluetooth Scan Didn't Detect Device

Sign in to the MOCREO Smart App before adding an NS1, NS2, or NS3 Sensor.

Confirm device is in Setup mode

• Check device screen prompts
• If not in Setup mode:
  • H5 Lite/H5 Pro: Settings >>> My Device >>> Setup (no long-press required)
  • H3/H6 Hub: Press and hold the Hub Setup button for 5s to enter Setup mode
  • NS1/2 Sensor: Press and hold the Setup button for 5s
  • NS3 Sensor: Press and hold the Setup button for 5–10s

Note: Entering Setup mode is different from factory reset. For Hub factory reset button durations, see How to reset my Hub.

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

H5 Pro 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 (Outbound Rules)

If your local network has strict outbound restrictions, please ensure the following resources are whitelisted (protocol: UDP):

• MOCREO Cloud Server: coap.mocreo.com:5684
• NTP Service (Port 123):
  • pool.ntp.org
  • time.windows.com
  • ntp1.hetzner.de
  • time.apple.com
  • europe.pool.ntp.org
  • time.cloudflare.com

Note: The Hub requires these NTP services to synchronize time for data logging and scheduling.

Contact support

Provide on-screen error message during failed Setup