- Connected appliance home wireless connectivity troubleshooting
- Connectivity troubleshooting for the Sub-Zero Group Owner's App
- How to troubleshoot connectivity issues
Steps to Verify Issue:
If the Sub-Zero Group Owner's App experiences connectivity issues, use the following steps to reconnect to appliances:
- Verify other devices in the home have internet access (laptop, tablet, TV, etc.).
- Verify the time on the mobile phone is correct.
- Check the Wireless Security to make sure it is set up properly.
- Restart the Wi-Fi and router. See Restart Wi-Fi and Router for instructions.
- Restart the phone or tablet the Sub-Zero Group Owner’s App is on and try the app again.
- Turn the home circuit breaker to the unit off for 30 seconds and back on again. Retest the unit operation.
- Verify the phone or tablet the Sub-Zero Group Owner’s App is on uses the same secure Wi-Fi network used for the appliance setup. See Check SSID and Wireless Network Name for instructions.
- Check the router network settings to make sure they are not preventing connection. See Check Router Network Settings for instructions.
- Check the user manual for the router to verify the instructions on configuring firewalls or privacy controls.
- Confirm wireless interference is not the cause of the issue. See Connected Appliance Wireless Interference for instructions.
- Contact the wireless provider company or the router manufacturer for further troubleshooting assistance.
- If the app is connecting to the internet, but having trouble pairing with the appliance, refer to Connected Appliance Pairing Troubleshooting.
- If the app disconnects for any reason and a login is required, the appliance will stay in the state it was in when the app disconnected.
- Example: If the unit is in Long Vacation Mode, it will stay in that mode if the app is disconnected.
- If you are connecting the appliance to a WiFI 6 network, first disable the AX feature. After the appliance has been connected to a WiFi 6 network with AX mode disabled, you can re-enable the AX feature and the appliance should stay connected.
Contact the Sub-Zero Customer Care Team for further assistance at CustomerService@Subzero.com, or call (800) 222-7820, Monday-Friday, 8:00 a.m. - 5:00 p.m. CST.
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