Troubleshooting: “Connection Timeout”or “Connection Failed” Alert

If your device displays a “Connection Timeout” or “Connection Failed” alert when attempting to connect to Wi-Fi, please follow the steps below to identify and resolve the issue.

Step 1: Check Device Connection

After powering on the machine, please check whether it connects successfully to the app.

• If the connection fails, one possible reason could be that the 4G SIM card is no longer active.  You can click here to learn how to properly connect your device.

• In this case, please contact our support team, and we will help you check and, if needed, reactivate the 4G service on your device.

Step 2: Update Firmware

If the device connects successfully, the app should automatically prompt you to install the latest firmware update.

• A notification for the latest firmware update should appear in the app. Simply follow the on-screen instructions to begin the update. You can click here to learn how to check for the latest firmware version and update your device.

• Once the update is finished, try connecting the device to Wi-Fi again.

If your app does not display an upgrade prompt, if the update fails repeatedly, or if you encounter any other issues, please submit a support request here to provide more details. We’ll be happy to assist you further and ensure your device is working as expected.