First please check, if
your device is indeed has an embedded Wi-Fi chip (and not a Zigbee or Bluetooth device)
and is eWeLink app compatible.
If yes, read on about reasons why you may not see your device paired in eWeLink:
It may take some time for the smart device to connect to the eWeLink cloud via the Wi-Fi router.
If pairing finished successfully, and you named the newly paired device, but after getting back to the home page of eWeLink app you see the newly added device as OFFLINE.
This is not yet necessarily a problem. Please wait a bit, as the device may need to reboot and connect to the Wi-Fi router, get an IP address for a DHCP server and connect to the eWeLink cloud. It may take up to 30-60 seconds.
If the device is still offline, you may try refresh the screen (by pulling up or down the screen) or close and reopen the eWeLink app on the phone, as it may be only due to a not refreshing app screen, or a not refreshed cloud status.
If device continues to stay offline even after app restart, we may start thinking that something went wrong.
First, you may try to delete the device from the app, then run the pairing process again.
Continue reading if this did not solve your problem.
Check Wi-Fi status LED on the device. It may give you hints about the problem.
Almost all eWeLink compatible devices with embedded Wi-Fi have a Wi-Fi status LED.
See the product manual to find out which LED is on/off status and Wi-Fi status LED.
In general, in most eWeLink Wi-Fi devices:
If Wi-Fi status LED has a solid light (no flashing): it means Wi-Fi is connected and cloud connection is also OK, device is online, and so it should be online in the app.
If app still shows the device is offline, try to restart app, and/or log out in eWeLink app, then log in again. If it does not help, you may consider to reset the device by keep the WiFi pairing button pressed for 7 sec. and pair it again.
If Wi-Fi status LED is flashing slowly (one flash), it means the device cannot connect to the Wi-Fi network, and is indeed offline (or was not yet paired with Wi-Fi network). Unplug the device from power, wait 5 sec. then power it again. If you still see one flash, check the below list for possible reasons:
The Wi-Fi signal at the installation site may be too weak. It is possible that your Wi-Fi router or Access Point is too far away, or there are a lot of physical obstacles (e.g. walls) between the smart device and the Wi-Fi router.
Maybe the router is not very good quality or too old.
To check for router side problems: after unplugging and deleting the device from the eWeLink app, temporarily place the smart device near the router to pair and repeat the pairing there.Make sure your Wi-Fi router is not set to MAC address filtering, which only allows devices with the specified physical ID to connect.
For smaller / entry level routers with a congested network, it is also possible that the router may have reached the maximum number of devices that can be connected. Check how many devices your router can receive at one time.
If the Wi-Fi status LED flashes twice (flashing two quickly, then pause, then flashing two again…), the device is connected to the configured Wi-Fi network, but cannot reach the eWeLink cloud.
Try unplugging the device first and then turning it on again. If you’re still not connected, check for the following possible causes:
The Wi-Fi router may be working but it does not have an active internet connection. You can easily check this by turning off the data connection on your phone and connecting to the Wi-Fi router and checking if you have an internet connection on your phone.
The eWeLink connection may fail because your entire internet bandwidth is reserved by a higher priority network device, e.g. you are downloading large files or streaming video, or you may be using an IP TV or Netflix type Internet streaming service.
Could your multiple Wi-Fi network devices broadcast on the same SSID? If so, temporarily turn off the device you don’t need to pair with.
There may be multiple so-called DHCP servers (performing dynamic IP address assignment) on your network conflicting with each other, so the smart device does not get a valid IP address. Such IP conflicts may not only interfere with smart devices, but also other devices. On a home or office network, only one device should perform DHCP!
Firewall or router security settings can also cause an error that prevents smart devices from accessing the Internet if you have set up separate network security settings on them. Default settings are unlikely to cause this.
The DNS (name server) server for your Internet connection may not be available from your ISP. You can eliminate this error by testing the IP address 119.29.29.29 as a DNS server on the router.
There may be an IP address conflict on your local network, i.e. the DHCP server (typically running on the router) has assigned the same network ID to two devices from malfunction. If you disconnect the other devices using the WiFi network from the router and restart the router, this will definitely be removed.
You can easily check the availability of the eWeLink server by typing the following command in the Command Prompt window of your computer (Windows +, which can be called up with the Win + R key):
ping eu-disp.coolkit.cc
If the server responds, the error is not in the eWeLink cloud.
Continue reading if this is not applicable for your problem.
Still no solution? Try this to find out if this is a smart device problem or a Wi-Fi router or Access Point has a problem.
If the pairing problem still persists, do not give up! Here is how you can quickly check if the problem is with your new smart home device, or rather on the Wi-Fi router / access point side.
Rarely happens that the problem is on the router side: it may have a strict firewall ruleset or a MacAddress based filtering or any other incompatibility with your smart device. You may find it out by trying this:
Find another smartphone with mobile data plan for internet access, and turn on WiFi Hotspot feature on that other phone to share its mobile internet connection. Grab another phone to run eWeLink app and connect it to the first phone’s Wi-Fi hotspot. (And turn off other internet connections on that phone.)
Now try to pair the eWeLink smart home device to the Wi-Fi hotspot of the first phone. (As Wi-Fi hotspots of phones normally have no firewall or other limitations, this is a good simulation of an open Wi-Fi network without firewalls.) If connection is successful to the phone’s Wi-Fi hotspot and connection to home Wi-Fi fails, you will know that the problem is around your router, not your smart home device.