If you receive a notification on the app about your device being offline, please check the following:

  • On the app, try to control the device. For example, try turning the device on and off to see if it is responsive to the app and if the error is gone.
  • If it does not work you need to powercycle the device. Unplug the device, wait for a few seconds, and plug it back. AT THIS POINT, YOU DO NOT NEED TO DELETE THE DEVICE ON THE APP OR PRESS THE RESET BUTTON. Once the device is plugged back wait a few seconds until you see a solid green and a solid blue (you should see two solid blues if the fans are spinning). Then refresh the app and try to control the device on the app and see if the error is gone. 


If you do not see a solid blue or the error is not gone, you need to go through the following process and set the device up again. 


  1. Ensure your phone is connected to your home Wi-Fi.
  2. Delete the SmartCocoon app and reinstall it. This removes any bad data.
  3. Keep the SmartCocoon app open during the setup process, and keep the phone/tablet close to the device. This ensures the local connection that is used during setup stays in place.
  4. If you have a firewall, antivirus, or VPN on your phone/tablet, either use a different phone/tablet or:
    • Temporarily delete the firewall or antivirus software or disable the VPN
    • Reset your phone/tablet
    • Reinstall the app

        5. Unplug the Smart Fan wait a few seconds, and plug it back in.

        6. Wait 30 seconds as the Smart Fan scans the existing networks.

        7. You should see a solid green LED light and blinking blue LED light after a few seconds. If you don’t see a blinking blue:

    • Press and hold the reset button (the red button on top of the device) until all LEDs turn on, and then let it go. 
    • Wait until you see the solid green LED followed by a blinking blue LED. 
    • It is fine to occasionally see the red LED at this stage.

        8. On the app, go into the room where you want to add the device. 

        9. If you can still see the fan ID without the On, Off, Auto, and Eco buttons, please delete the fan and refresh the page. 

      10. Hit the “add” device button and follow the prompts. 

 

If these steps don’t resolve the issues, our support team is happy to help!

Note:

  • You can find the fan ID printed on the device in the following format: SC0_ (six digits+letters)
  • The fan ID will be detected automatically by Android phones (if the blue LED blinks), but for iOS phones, it needs to be manually entered.