After-sales 1.1.1 5G Network Issue

Scenario Explanations：

The user is unable to connect to the 5G network, or there is a network problem caused by the 5G network.

Annotation：

Invite the user to check the network coverage, if the coverage is small, suggest the user to open the hotspot with the mobile phone to configure the network.

Apple phone users can turn on Maximum Compatibility.

If the customer still cannot successfully configure the network, contact technical support. Periodically query the big data to see if the user has been successfully distributed.

Suggested reply direction：

"Thank you for choosing our product. The AquaSense 2 Ultra supports several flexible network configuration methods, including Bluetooth pairing, QR code pairing and manual configuration, to meet different user needs and scenarios.

Network Requirements:

1. Signal strength: The AquaSense 2 Ultra  must be placed in an area with high WiFi coverage.

2. Information Consistency: During the pairing process, please ensure that the WiFi name and password you enter in the application match the WiFi to which your phone is currently connected.

3. If you are using an Apple mobile system, please turn on maximum compatibility to better connect your device.

The most common pairing method is QR code pairing. However, if this method does not work, you can try Bluetooth pairing or manual configuration. For step-by-step tips, please visit the following link:  https://youtu.be/bqyyiXjTAyU    

If none of these methods work for you, please record a video of your matching process. Send us the video, and our technical team will carefully analyze your configuration and provide a customized solution as soon as possible.

Thank you for your patience and cooperation. We are committed to providing high quality products and services. If you have any questions or need additional assistance, please feel free to contact us at any time."

Two newly identified scenarios:

1. Hidden WiFi networks - The user's WiFi network is invisible in the phone's WiFi list. The device cannot detect such networks, and after attempting configuration, the indicator light will flash orange rapidly, indicating failure. Users need to change their WiFi settings to "visible." (To be added to FAQ.)

2. WiFi passwords exceeding 32 characters - If the user's phone is already connected to the WiFi network, the password field may auto-fill, but passwords longer than 32 characters will cause configuration to fail. (To be added to FAQ.)

Workaround:

Use hotspot mode for initial configuration, then upgrade to the latest firmware (which removes the 32-character limit) before switching to the home WiFi.

Alternatively, shorten the WiFi password to 32 characters or fewer.

1. VPN Settings During Setup

Issue: If the device fails to connect via Wi-Fi during setup, ask the user to turn off their phone’s VPN temporarily.

Note: This only affects Wi-Fi setup—Bluetooth pairing will work normally.

2. Hidden Wi-Fi Networks

Observation: Hidden networks do not seem to affect setup success. No additional troubleshooting is needed.

3. Device LED Turns from Blue to Orange Quickly

Possible Causes:

- Hardware Issue: If the blue light is flashing but the phone cannot detect the "beatbot" Wi-Fi network, the device may have a hardware problem.

- Network Issue: If the light turns orange after a long delay (not immediately), the problem is likely with the user’s Wi-Fi connection.

Troubleshooting Steps:

- Ask the user to check their phone’s Wi-Fi list while the device’s blue light is flashing.

- If "beatbot" does not appear → Hardware issue (escalate to support).

- If "beatbot" appears but setup fails → Likely a network problem (guide user to check Wi-Fi settings).