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If your problem is not listed, please contact Customer Support (see page 12).
TROUBLESHOOTING CONT.
Problem Possible Solution
is still on after replacing the filter.
Reset the Check Filter Indicator (see page 8).
has not turned on after 12
months.
is a reminder for you to check the filter and will light up based on
how much the air purifier has been used, as well as other factors (see
page 8). If you don’t use your air purifier often, will take longer
to turn on.
turned on before 12 months. is a reminder for you to check the filter and will light up based on
how much the air purifier has been used, as well as other factors (see
page 8). If you run your air purifier frequently, will turn on sooner.
If your problem is not listed, please contact Customer Support (see page 12).
VESYNC APP TROUBLESHOOTING
My smart air purifier isn’t connecting to the VeSync app.
• Make sure your phone has Bluetooth® turned on and is not currently connected to another Bluetooth
device.
• During the setup process, you must be on a secure 2.4GHz Wi-Fi® network. Confirm that the network
is working correctly.
• Make sure the Wi-Fi password you entered is correct.
• There should be no spaces at the beginning or end of the password.
• Test the password by connecting a dierent electronic device to the router.
• If you’re manually typing in the SSID and password, double check that both are entered correctly.
• Try moving your air purifier closer to the router. Your phone should be as close as possible to your air
purifier.
• Your router may need to be at a higher location, away from obstructions.
• Make sure your air purifier and router are away from appliances (such as microwave ovens,
refrigerators, electronic devices, etc.) to avoid signal interference.
• If you’re using a VPN, make sure it’s turned o while setting up your air purifier.
• Disable portal authentication for your Wi-Fi network. If portal authentication is enabled, the air purifier
will not be able to access your Wi-Fi network, and setup will fail.
My air purifier is oine.
• Make sure the air purifier is plugged in and has power, then refresh the VeSync menu by swiping
down on the screen.
• Make sure your router is connected to the internet and your phone’s network connection is working.
• Delete the oine air purifier from the VeSync app. Swipe left (iOS®) or press and hold (Android™), then
tap Delete. Reconfigure the air purifier with the VeSync app.
Note: Portal authentication means that you need to sign in to your Wi-Fi network through a
web page before you can use the Internet.
Note: Power outages, internet outages, or changing Wi-Fi routers may cause the air purifier
to go oine.
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