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Troubleshooting
Troubleshooting
Check the following before requesting a service from the Service Center.
Symptom
The installed SmartThings app cannot access
the air conditioner.
I cannot log in with my Samsung account.
A failure message appears
while adding devices.
I found a failure message
in 0 to 1 percent of device
addition process.
I found a failure message
in 99 percent of device
addition process.
Adding device(s)
The app displays an
authorization failure before
pressing the user agreement
button.
The app displays an
authorization failure on the
user agreement screen.
The screen requests to
initialize the user account.
After adding a device, the SmartThings app
displays the disconnection event.
English
18
Measure
• Make sure you have connected the air conditioner
to a wireless router.
• Try recovering your ID and password from the
Samsung account page.
• This may fail temporarily due to the distance from
the router or some interferences. Try again later.
• You cannot add any device without deleting it
once the device has already been added to the
SmartThings app. To add the connected device
again, first remove it and then proceed with the
process.
• If you are using a Samsung smartphone, the server
may not be connected temporarily. Restart the
SmartThings app and then try adding the device
again.
• If your phone is not a Samsung product, check
that you have entered a wrong Wi-Fi password. Try
adding devices again.
• Check if a Wi-Fi Kit Single is already connected
from the SmartThings app. When there are devices
added, first remove them and try again.
• Make sure to press the [Power] button within
2 minutes after the screen appears. Try adding
devices again.
• This happens when the user has already added
devices. Follow the instructions provided in the
SmartThings app.
• This happens when a device is being added to the
server or it is temporarily disconnected from the
router. End the SmartThings app and then launch
it again.
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