Before proceeding with troubleshooting, please make sure that your mobile device is compatible with the Home.
Your mobile device can't find your Home via Bluetooth
If your mobile device can't find your Home via Bluetooth, make sure your Home is flashing blue. If it's not you'll have to perform a factory reset and then forget your Home from the list of Bluetooth devices associated with your mobile device.
If you are still having trouble, try setting up the Home via Bluetooth with a different compatible device.
The Home does not power on
If the Home does not power on and seems to not function entirely, unplug the Home from the wall outlet for 60 seconds and then plug it back in.
If it still does not power on, there may be a problem with the power supply itself, in which case, you will need to contact us for a replacement power supply.
The Home shows a solid orange light
If the Home displays a solid orange light and cannot be set up, unplug the Home from the wall outlet for 60 seconds and then plug it back in.
If the solid orange light persists and does not change to a flashing orange light, you will need to contact us for an exchange.
You get an error message during the installation
DNS Error or DCHP Error: If you get a DNS or DCHP error during the installation process, click here.
Error 5: If you get an Error 5 message during the installation process, it's most likely because you're trying to use a 5 GHz network, which is not supported. Try using another network instead.
Connection Unsuccessful: If you get a Connection Unsuccessful message during the installation process, it means that you have to "forget" your Home from the list of Bluetooth devices associated with your mobile device.
To do so, perform the following steps:
- Go to the Bluetooth settings of your mobile device.
- Tap the (i) icon next to the Home you want to forget from the list.
- Tap Forget This Device.
You can then go back to the app to install it.
The setup process fails
If the setup process fails, perform the following steps:
- Make sure you have access to the internet on your mobile device.
- Make sure that you keep the app open during the installation process.
- Make sure that the screen of your mobile device stays on during the installation process.
Factory reset your Home
We recommend that you save your videos before resetting your device.
To reset your device, perform the following steps:
- Unpair your Home with your mobile device by "forgetting" the Home on either your Wi-Fi or Bluetooth settings.
- Unplug the Home's power supply from the wall and plug it back in.
- Wait until you see the Home light up orange.
- Unplug and re-plug the Home 5 more times, ensuring the orange light comes on each time.
- On the 6th time the base should blink orange and then blue, indicating your Home is reset and ready to be paired and configured.
At this time, you can start the installation process for the Home.
I get a DNS or DHCP error during the setup
- Go to the Wi-Fi settings of your device.
- Check the details of your Wi-Fi network
You will need to write down the following:
- the first 3 numbers (or set of digits) of the 'IP address' field - in our example: 192.168.0
- all of the numbers in the 'Subnet Mask' field - in our example: 255.255.255.0
- all of the numbers in the 'Router' field - in our example: 192.168.0.1
- Go back to the app to start the installation process.
- Select Setup another network instead of Quick setup.
- Select your Wi-Fi network from the list of available networks.
- Type in your password and then tap Manual configuration.
Fill in these fields with the information you copied from the Wi-Fi settings:
- Paste the first 3 numbers of the IP address and add '250' to the last set of digits.
- Paste all the numbers from the 'Subnet Mask' in the 'Netmask' field- Paste all the numbers from the 'Router' field.
- In the 'DNS' field simply enter '18.104.22.168'.
- Tap OK under the password field.
Quick Configuration setup fails (iOS only)
Unfortunately, Quick Configuration may not always reliably work on iOS. If it fails, you will need to use the Setup Another Network option instead.
The Home app keeps crashing (iOS only)
If the Home app consistently crashes on iOS, forcibly quit the app and start it again. If the crashes persist, uninstall and reinstall the app.
No Ethernet setup option (Android only)
Android devices do not support Ethernet setup with the Home.
You have a MAC filter enabled on your router
If you are installing a Home and have a MAC filter enabled on your router, you cannot use the MAC ID that is written on your packaging or available through the Home app as it is. You need to increment this MAC ID by 1.
Note that this is a hexadecimal ID and therefore has some specific incrementation rules:
- If it ends with a number, add 1 to this number. The only exception is the number 9 which should be replaced with an A.
- If your MAC ID is 00:24:e4:1c:10:44, you should enter 00:24:e4:1c:10:45
- If your MAC ID is 00:24:e4:1c:10:49, you should enter 00:24:e4:1c:10:4A
- If it ends with a letter between A and E included, replace it with the following letter. If it ends with an F, replace it with a zero and increment the value of the previous character as well.
- If your MAC ID is 00:24:e4:1c:10:4B, you should enter 00:24:e4:1c:10:4C
- If your MAC ID is 00:24:e4:1c:10:4F, you should enter 00:24:e4:1c:10:50
- If your MAC ID is 00:24:e4:1c:10:FF, you should enter 00:24:e4:1c:11:00
Cannot connect to Wi-Fi
When trying to set up via Wi-Fi, you may receive an error message on setup.
Error 3: Error 3 is often caused by incompatible settings with your Wi-Fi router. Please try the following fixes:
- Ensure your Wi-Fi network is set to 2.4GHz, (5GHz is not supported).
- Ensure your Wi-Fi network is set to 802.11b/g/n (802.11ac is not supported).
- Move your Home closer to your router.
- Disable your router's firewall, if enabled.
- Do not use special (non uni-code) characters in your password.
Error 6: If you are receiving Error 6, this is caused by a MAC address issue. See "You have a MAC filter enabled on your router" above.
'Please ensure that your Wi-Fi network does not require you to fill in a code on a web page and that it is not behind a proxy': This error is typically caused when attempting to connect the Home to a Wi-Fi network with a landing or login page, such as a hotel or airline network. You cannot setup the home on this type of network.
Home App crashes or does not launch on Apple TV
As of the tvOS11 update, the Home is no longer compatible with Apple TV. Please use any of the other compatible platforms.
Note: Withings has no plans to update the Home app.