Pairing Troubleshooting and Solutions

Disclaimer: Before troubleshooting a pairing issue, perform a network access test on the network where the issue is occurring. If the problem persists after completing all troubleshooting steps, try pairing the device to a different network (Wi-Fi or mobile hotspot) to help isolate the issue.

Issue:
The user doesn’t remember their Wi-Fi password.

Solution:
Users must find their network password on their own / consult with their internet supplier. You can suggest connecting the user to the Tyto device via their mobile network by using a hotspot connection, but a Wi-Fi network connection is always preferable.

Issue:
The Pairing menu isn’t displayed.

Solution:
Click the red device icon displayed in the top right corner (pictured):

Or, press the Menu button (top left 3 horizontal bars) and select Pair Tyto Device.

Issue:
The pairing indicator button is red because the Tyto device is not paired to the Tyto app

Pairing Indicator in the TytoPro App

Error: Black Screen During QR Scan

Issue:
The user clicked the Scan Barcode button on the Tyto device, but the device camera didn’t turn on. Instead, a white target frame with a black background is displayed:

Solution:
Hold the power button located on top of the Tyto device for 10-15 seconds until the device is turned off. Then turn on again and proceed with the pairing procedure.

If the issue persists, reset the device:

  • Slide the screen down, then click on the 3 dots at the top. Go to Setting →  Advanced Settings →  Reset Device →  Confirm Reset Device.
  • Restart the pairing process.

Error Code – Trying to Pair

Issue:
This error appears after the Tyto device scans the QR code and doesn’t complete the pairing process within 20 seconds.

Solution:

  1. Get closer to the router.
  2. If this doesn’t work, restart the router and try to pair again.
  3. If pairing is still unsuccessful – suggest connecting the user to the Tyto device via their mobile network

Error Code 5 – Pairing Failed

Solution:

  1. Hold the power button on the Tyto device for 10-15 seconds.
  2. Keep holding the button after the device shuts down to restart it.
  3. Try to pair the device again.

Error Code 7 – Pairing Flow

Issue:
The Tyto device fails to get the pairing conference ID from the server.

Solution:

  1. Hold the power button on the Tyto device for 10-15 seconds.
  2. Keep holding the button after the device shuts down to restart it.
  3. Try to pair the device again.
  4. Check for low quality network with the access test.

*The P Errors occur when the device is unable to connect to certain components of the Tyto Server:

Error Code P11

Issue:
Tyto device failed to receive response from Tyto app.

Solution:

  1. Exit Tyto app and re-enter.
  2. Try to pair again.
  3. If problem persists, try connect to a different network. You can also check for low quality network with this access test.

Error code P12

Issue:
Tyto device failed to get pairing conference id from Tyto Server.

Solution:

  1. Hold the power button on the Tyto device for 10-15 seconds.
  2. Keep holding the button after the device shuts down to restart it.
  3. Try to pair the device again.
  4. If problem persists, try connect to a different network. You can also check for low quality network with this access test
  5. Try pairing to a different network if possible

Error Code P10/P13/P14

Issue:
Tyto device server request failed / Tyto server connection timeout

Solution:

Try to pair again.
If problem persists, try connect to a different network. You can also check for low quality network with this access test.

Error: Wrong Password

Issue:
The pairing procedure failed due an incorrect password input

Solution:

  1. Ask the user to input the correct password (they can verify the password by clicking the eye icon in the password bar).
  2. Re-scan the QR code in the Tyto app.
  3. If the user doesn’t remember the password, they must find the password by contacting their internet supplier. Attentively, suggest to the user they connect the Tyto device to the mobile network by using a Hotspot. See Pairing Procedure above for instructions.

Error: Network Not Found

Issue:
Network not found. This can happen when the network is weak, disconnects, or was not found.

Solution:

  1. Verify Network Name Display:
    • Ensure with the user that the network name is displayed in the Tyto app.
    • If the network name is displayed, proceed to the next section.
    • If not, continue to the steps below.
  2. Check Mobile Device Network Connection:
    • Verify that the mobile device is connected to the network they are trying to pair with.
    • Check mobile network settings to ensure connectivity.
  3. Improve Signal Strength:
    • If the network signal is weak, suggest the following: move closer to the router and attempt pairing again. Refer to the Pairing Procedure for instructions.
  4. Enable Location Services:
    • Ask the user to enable location services for the Tyto App in their phone’s application settings.
    • Ensure location services are turned on in the mobile device settings.
    • After enabling, perform the pairing procedure again. Refer to the Pairing Procedure for detailed steps.
  5. Check Location Permissions:
    • Make sure the Mobile device’s location permissions are open (in the Phone/Tablet applications settings)
    • Enter the pairing screen by opening the menu in the Tyto app and select Pairing.
  6. Alternative Pairing Method:
    • Suggest pairing the device to a different network or phone hotspot, until the network issue is resolved. See the Pairing section for guidance on this method. then perform the pairing procedure again (see Pairing Procedure).

Error: Unsupported Network

Issue:
Network does not have the minimum encryption requirements

Solution:

  1. Network Connection:
    • Advise the user to change the network network’s security settings
      • Contact the internet service provider (ISP) or IT team for assistance in updating the security settings to WPA2-PSK.
      • After the security settings have been updated, instruct the user to attempt the pairing procedure again with the Tyto device.
      • Alternatively, advise the user to connect to a supported Wi-Fi network instead or a mobile hotspot.