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Troubleshooting
Check the following before requesting a service from the Service Center.
Symptom
The installed SmartThings app cannot access the air
conditioner.
I cannot log in with my Samsung account.
A failure message appears while
adding devices.
I found a failure message in 0
to 1 percent of device addition
process.
I found a failure message in
99 percent of device addition
process.
Adding device(s)
The app displays an authorization
failure before pressing the user
agreement button.
The app displays an authorization
failure on the user agreement
screen.
The screen requests to initialize
the user account.
After adding a device, the SmartThings app displays the
disconnection event.
Measure
•
Make sure you have connected the air conditioner to a
wireless router.
•
Try recovering your ID and password from the Samsung
account page.
•
This may fail temporarily due to the distance from the router
or some interferences. Try again later.
•
You cannot add any device without deleting it once the
device has already been added to the SmartThings app. To
add the connected device again, first remove it and then
proceed with the process.
•
If you are using a Samsung smartphone, the server may not be
connected temporarily. Restart the SmartThings app and then
try adding the device again.
•
If your phone is not a Samsung product, check that you have
entered a wrong Wi-Fi password. Try adding devices again.
•
Check if a Wi-Fi Kit Single is already connected from the
SmartThings app. When there are devices added, first
remove them and try again.
•
Make sure to press the [Power] button within 2 minutes
after the screen appears. Try adding devices again.
•
This happens when the user has already added devices.
Follow the instructions provided in the SmartThings app.
•
This happens when a device is being added to the server
or it is temporarily disconnected from the router. End the
SmartThings app and then launch it again.
English
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