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Sub-Zero Group Owner's App Appliance Missing or Does Not Appear

Troubleshooting:

Mobile Device Connectivity Settings

  1. Verify the app is not in 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.
  2. Verify that the device Bluetooth is turned on and that you are within 20 feet of the appliance.
  3. Verify that the Sub-Zero Group Owner's App has permission to use Bluetooth:
    • iOS: Go to Settings > tap the Sub-Zero Group Owner's App > verify Bluetooth is enabled.
    • Android: Go to Settings > tap Apps > tap the Sub-Zero Group Owner's App > tap Permissions.
      • For Android 11 or Older: Allow Location
      • For Android 12 or Newer: Enable Bluetooth

Appliance Connectivity Settings

  1. Only certain products are manufactured ready to connect. To confirm whether an appliance can be connected, refer to Connected Ready Appliances.
  2. For Sub-Zero refrigerators, Cove Dishwashers, or Wolf ranges, verify that the connect setting is turned on. For instructions, refer to:
  3. For Wolf Ranges and current E Series Ovens, verify that the appliance is not in Standby Mode, which turns off power to the display and connected module when not in use. 

General Troubleshooting

  1. If the appliance was previously paired or attempted to be paired, forget the appliance from the device settings: 
    • Open the mobile device Settings and tap Bluetooth.
    • Locate the appliance that will not connect and tap the Information button.
    • Tap Forget this Device.
    • Open the Sub-Zero Group Owner's App and attempt pairing again 
  2. Restart the device the app is on and try the app again.
    • Note that If more than one phone is used to connect, the appliance may only be paired to one phone during initial setup. The second phone can be paired after setup is complete on the first.
  3. Turn the home circuit breaker to the unit off for 30 seconds and back on again. Retest the unit operation.
  4. If an error code is present, first search for the error code shown to check for specific troubleshooting information. Common errors include:

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. 

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