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Sub-Zero, Wolf, and Cove Connected Appliance Pairing Troubleshooting

Answer:

Prior to Pairing

Connected Capable

  1. If this is your first time pairing the appliance, verify that it is a Connected Capable Product
    • Note: If you are attempting to connect a Classic BI-4 Series, verify the product was shipped with a Connected Module installed:
      1. At the top of the product, open the grille and locate the condenser. 
      2. The Connected Module is located to the left of the condenser.
  2. To pair, see Sub-Zero, Wolf, and Cove Connected Appliance Pairing
  3. Verify connect capable feature on the appliance is turned on.

Permissions:

  1. Verify the Sub-Zero Group Owner's App has permission to use Bluetooth:
    • iOS: Go to Settings > tap Privacy > tap Bluetooth > set the Sub-Zero Group Owner's App slider to allow Bluetooth access.
    • Android: Go to Settings > tap Apps > locate and tap Sub-Zero Group Owner's App > tap Permissions > set to Allow. 
  2. Verify the Sub-Zero Group Owner’s App has location access:
    • iOS: Go to Settings > tap Privacy > tap Location Services > set the Location Services slider to on/green to allow Location Services on the app.
    • Android: Go to Settings > under Personal, tap Location Access > at the top of the screen, turn Access to My Location on.
  3. Verify that cookies on your device are cleared:
    • iOS: Go to Settings > locate and tap the Safari app > locate the Privacy and Security section > set the Block All Cookies slider to off.
    • Android: Go to your browsing app > to the right of the address bar, tap More > tap Settings > tap Site Settings > locate Cookies and turn cookies off.

Updates:

  1. Verify that the app is updated to the latest version. To check the app version:

Troubleshooting:

Appliance Pairing General Troubleshooting

Pairing Process:

  1. If the appliance does not appear during the pairing process, verify the appliance is not attempting to pair with Bluetooth Only Mode.
    • Bluetooth Only Mode is available only for Legacy Designer Series (IT, IC, ID) units starting with serial number 5959000. All other connected capable appliances use Wi-Fi Connected Mode only.
    • If the appliance is not in Bluetooth Only Mode and still fails to appear, see Sub-Zero Group Owner's App Appliance Missing or Does Not Appear.
  2. If the pairing PIN does not appear, see Sub-Zero, Wolf, and Cove Connected Appliance Does Not Show PIN.
  3. For assistance locating the PIN, see Sub-Zero, Wolf, and Cove Connected Appliance PIN Location.

Connectivity:

  1. If Bluetooth is not connecting, refer to:
  2. If issues occur while pairing appliance to home's Wi-Fi, refer to:

Time Zone:

  1. If the time zone is inputting wrong, see Update Time Zone and Daylight Savings.
  2. If the Sub-Zero Group Owner’s App stalled during the Time Zone setup, see Sub-Zero Group Owner’s App Stuck in Time Zone Setup.

Error: 

  1. If an error code is present, first search for the error code shown to check for specific troubleshooting information. Common errors include:
  2. If a message appears in the app that says the appliance firmware needs to be updated, see Connected Module Firmware Updates.

If these steps do not resolve the issue, no further troubleshooting advice is available. Contact the Sub-Zero Customer Care Team at [email protected] or call (800) 222-7820, Monday-Friday, 7:00 a.m. - 7:00 p.m. CST. 

Additional Information:

  • There is no limit to the number of appliances that can be connected on the app.
  • If more than one phone is used to connect, the appliance may only be paired to one phone during setup. The second phone can be paired after setup is complete on the first.
  • Products from multiple homes can be connected on the app. However, it is necessary to be within 20 feet of each appliance to do the pairing procedure.
  • Pairing appliances is optional. Appliances do not need to be connected to the internet to be used. 

See also:

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