VELUX Support - VELUX App Control and VELUX ACTIVE with NETATMO
I cannot connect my VELUX ACTIVE with NETATMO or VELUX App Control to my Wi-Fi network. What should I do?
To connect VELUX ACTIVE or VELUX App Control you need to have a 2.4 GHz (b/g/n) Wi-Fi network.
In case you are using a dual band Wi-Fi router, then ensure that the 2.4 GHz and 5 GHz networks have individual names (SSID).
If you are using Wi-Fi repeaters, extenders or boosters, then ensure that each access point has a unique name (SSID) as well.
The accepted network security can either be Open, WEP, WPA or WPA2-personal (TKIP and AES). WPA-3 is not supported.
Incompatible Wi-Fi networks are:
- Public and enterprise networks with port filtering.
- Networks that only use the 5 GHz band.
- Networks behind an authentication portal.
Make sure that your smartphone is properly connected to a functional Wi-Fi network before beginning the installation.
Then follow these steps:
- Reboot the Wi-Fi router and smartphone.
- Check that the gateway is connected to power (small white LED is on next to the mains cable)
- If you have any Wi-Fi boosters/repeaters in your network, check that the gateway is connecting to the access point with the strongest signal and the access point has an unique name (SSID).
If the above steps do not solve your problem, check if your VELUX gateway can be connected via a hotspot provided by another phone connected to the 4G mobile data network.
If the hotspot connection is possible, please contact your Internet Service Provider for their support on how to modify your Wi-Fi network settings.
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