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Troubleshoot: Setup from smartphone

The Support Knight
  • Updated
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This information will help when:

  • You tried the Jooki setup Wizard, and it was unsuccessful.
  • Connecting to jooki with Jooki App failed. 
  • The "manual wifi setup", from Jooki App, failed.
  • Jooki is out of the box, plugged in, powered on and music plays when a character is on Jooki

 Is your situation different? Please contact us: support@Jooki.rocks , Otherwise: Please continue below

 

"After giving the password of my home wifi to Jooki, the voice assistant of Jooki always says "please connect to the jooki setup wifi network"

 

This means that your Jooki can't connect with your home wifi.

In most cases, this is because:

  • Your network is not listed on the available networks
  • Your wifi is on 5GHz
  • Your wifi is "hidden"
  • Your wifi is on channel 12 & 13 (EU only)

 

  • Your network is not listed on the available networks

Please type it manually, in the text field. Make sure to not make errors

  • Your wifi is on 5GHz

Jooki can only use 2.4GHz WiFi networks, make sure 2.4 GHz is enabled in your router. There are two types of WiFi networks: the standard 2.4GHz and the newer 5GHz. Jooki can only use the standard 2.4GHz WiFi network.

 

>> Please find the IP address of your router, open router settings, and enable a 2.4 ghz wifi.

Please find more info here on how to acces router settings 

https://stevessmarthomeguide.com/home-router-setup/

   

  •   Your wifi is "hidden"

>> Please contact your network administrator to request SSID and Password of the hidden network, and manually enter the into the Jooki APP setup.

 

  • Your wifi is on channel 12 & 13 (EU only)

Jooki only supports WiFi channels 1 - 11. Check that you are not using channels 12, 13 or 14. Turn off 'auto channel selection' as your router can then select channels 12, 13 or 14 causing unpredictable behavior.

 

 

 

 

"The Jooki setup-network (jooki-xxxx-setup) is gone" ... but still, Jooki app can't ... "find jooki"

 

This means that your Jooki is online (you have successfully given the password to your home wifi), but the "current wifi settings" don't allow your phone to connect to your jooki

At this stage, the Jooki app is unusable! :( 

 

The "current wifi settings" can be changed in 3 ways:

1. Jooki receives new and better firmware, with better wifi setup performance. (see how below)

If that does not help

2. You go into your router and change settings (see how below)

If that does not help

3. Restart your wireless router, Jooki and the Jooki app, and re-open jooki app 

 

1. Jooki receives new and better firmware, with better wifi setup performance. 

If you are experiencing (setup) problems with your Jooki, then it's possible it has an old firmware.

Jooki Setup issues? Please check if your Jooki is up-to-date.

Here's how :

https://support.jooki.rocks/hc/en-us/articles/360023663631?flash_digest=ecb23d44dd1b76779c561b307e45ac2aef64717d

 

 

 

2) You go into your router and change settings

Some routers prevent devices on the same network from talking to each other.

>> Please find the IP address of your router, go to the settings menu, and disable "AP Isolation", "Wireless Isolation", "Station Isolation" and/or "Client Isolation" in your router settings.

>> Most Public wifi (office, library, ..) have this function enabled. Please contact the network administrator, if you want to connect Jooki to this public wifi.

 

If everything else fails…

  • Restart your wireless router, Jooki and the Jooki app, and relaunch all devices and the app.

Is your situation any different? Please contact us: 

https://setup.jooki.rocks/support.html

We apologies in advance for any inconvenience, and will respond to your questions asap.

 

 

 

 

 

 

 

 

 

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