Alpha NEO - Page 5

ALPHA NEO pTROUBLESHOOTING 2
ALPHA SUPPORT PHONE (02) 4355 4775
Repositioning the Smart Controller. Repositioning on the same Wi-Fi Network.
To move a Smart Controller within your account to a new location while keeping it connected to the same Wi-
Fi network, unplug it and plug it in at the desired location.
Repositioning on a different Wi-Fi Network.
To move a Smart Controller within your account to a new location with access to a ,different Wi-Fi network
add the Smart Controller again by tapping the + button and follow the setup process.
Smart Controller didn't come online.
This can occur for several reasons:
1. The (i.e. combination of network name and password) were provided. Wewrong Wi-Fi credentials
suggest verifying you can connect with another device (e.g. phone or tablet) using those WiFi credentials
before trying again. If you see this error message and your Smart Controller is blinking blue, it is because
the wrong credentials were provided.
2. The . Even with the right credentials, your Smart Controller will fail toWi-Fi signal is not strong enough
connect if it doesn't get a strong signal from the router. Move it closer and try again. Your Smart Controller
will be blinking green or blue rapidly if this is the problem.
3. Your , or yourWi-Fi network does not have access to the Internet internet is being blocked by a
firewall. Your Smart Controller will be blinking green very slowly if this is the problem.
4. A to access to our servers. Your Smart Controller will befirewall is blocking your Smart Controller
alternating between flashing cyan/blue-green and orange if this is the problem. Whitelist all your Smart
Controller devices by MAC address, allowing them to make outgoing TCP connections to port 5683 on any
host.
5. If your firewall rule uses an upstream DNS resolver, please, check local DNS settings and, if not resolved
locally, also at the ISP's end.
I repositioned my Smart Controller but it won't come back online.
This is likely because the in the Smart Controller's new location. Move theWi-Fi signal is not strong enough
Smart Controller to a position with a stronger Wi-Fi signal.
Smart Controller shows offline in the app.
Various things could cause your Smart Controller to stop working normally.
First, ensure it is connected to a wall charger and has power, then check if the light located on the back of the
Smart Controller is on.
Quick fix
Press the "R" button on the back of the Smart Controller. Then observe the light colour and behaviour.
Is it breathing/pulsing cyan (blue/green)?
• If yes, it's back online.
• If not, try rebooting your home Wi-Fi router, wait a few minutes and check the Smart Controller light again.
Open the Neo Smart Blinds app, go to the "Smart Controllers" page and tap on the refresh icon in the upper
right corner to update the Smart Controller status. This refresh icon is only available for account with WC100
and CR200 Smart Controller models. The CBR300 model will always show its current state.
If the problem persists, check the list below to know what's happening with the Smart Controller and how to
properly troubleshoot it.
1. The light is blinking green.
2. The router wasn't replaced. The Wifi credentials and/or password wasn't changed - Reboot your router,
then reboot the Smart Controller by pressing once the "R" button on its back. The Smart Controller will be
back online if its light is breathing/pulsing cyan (blue/green).
3. The router was replaced. The Wifi credentials and/or password was changed - The Smart Controller can't
connect to the router because it has the wrong credentials. Clear the old credentials by holding the “S”
button for 10sec and re-add the Smart Controller again to the app using the new Wifi credentials.
4. The router and/or Smart Controller was recently moved - The Smart Controller may be out of its signal
range. Unplug the Smart Controller and plug it somewhere central in the house closer to the router. The
Smart Controller should come online automatically.