MIHO109 MiHome WiFi Smart Plug Troubleshooting Guide

Pairing Issues

Problem: WiFi plug error message when pairing.  When asked to sign into the WiFi, the SSID for the WiFi is not auto-filled and is shown as <UNKNOWN SSID>:

Android Solution

Allow the app to use the precise location in permissions.  To do so follow the steps below:

1. Go to your phones Settings
2. Select the Apps option from the menu
3. Select the MiHome app
4. Select Permissions from options available
5. Select the Location option
6. Turn on the Use precise location option
7. Force the MiHome app to close and then reopen the app

Once you have done this your WiFi's name should appear automatically on the WiFi password page:

iPhone Solution 

Allow the app to use the precise location in permissions.  To do so follow the steps below:

1. Go to your phones Settings
2. Select the MiHome app
3. Select the Location option
4. Turn on the Use precise location option
5. Force the MiHome app to close and then reopen the app

Once you have done this your WiFi's name should appear automatically on the WiFi password page:

Problem: WiFi Smart Plug doesn’t automatically go into pairing mode (step 1 of quick start guide pairing instructions)

Possible Causes:

• No power to the WiFi Smart Plug
• Interference from other radio transmitting devices

Resolution 1:

Check power is available to the mains socket, and that it is switched on (if it is a switched socket).

Resolution 2:

Ensure that there are no other radio transmitting devices within 1m of the WiFi Smart Plug

Resolution 3: 

If the above resolutions are not successful please perform a factory reset of the device as described in the factory reset section of this guide.

Problem: The App doesn’t show the WiFi Smart Plug in the Add a Device screen of the App

Possible Cause:

You do not have the correct version of the MiHome App installed.

Resolution:

Install the latest version of the App from the Apple IOS App store/Google Play store, then log in to the MiHome app and follow the setup (Add a device) procedures.

Problem: The WiFi Smart Plug does not appear in the list of available WiFi networks

Possible Causes:

• It can take a short time for your phone to refresh the list of visible WiFi networks
• The WiFi Smart Plug may not be in pairing mode

Resolution 1:

It can take a few seconds for the WiFi Smart Plug's network name to appear in your list of available networks. You may also switch your phone's wifi off and on to refresh the list of wifi networks. If the network name does not appear within 10 seconds please try resolution step 2

Resolution 2:

If the above resolutions are not successful please perform a factory reset of the WiFi Smart Plug as described in the factory reset section of this guide.

Problem: Pairing of the WiFi Smart Plug is unsuccessful

Possible Causes: 

• Your phone has disconnected from the WiFi Smart Plug during pairing
• The WiFi Smart Plug is out of range of your router
• Interference from other radio transmitting devices

Resolution 1:

Turn Mobile Data OFF on your device temporarily - if you are unsure how to do this follow your phone manufacturer's handbook or search online ''how to disable mobile data' on your particular device.

On selecting the WiFi Smart Plug network name, if your phone displays a message stating “the network has no internet access, stay connected?”, or “Internet may not be available”, or similar, please make the appropriate response to stay connected to the WiFi Smart Plug's network (e.g. EnergenieXXXXXXXXXXXX).

Some examples of this message pop-up are shown below

If your phone displays a message like the one above tap the message to open the options for the network. 

If you see a screen like the above tap YES then go back to the MiHome app

If your phone displays a message like this one select 'KEEP WI-FI CONNECTION' then go back to the MiHome app. 

Resolution 2: 

Check that the WiFi Smart Plug within 10 meters of your WiFi Router

Resolution 3: 

Ensure that there are no other radio transmitting appliances, such as cordless phones within 1m of the WiFi Smart Plug and the router

Operational Issues

Problem: I've finished the pairing process but, I can't control the WiFi Smart Plug via the MiHome App

Possible Causes:

• Incorrect WiFi SSID (network name) and/or password was entered for your router
• Internet Connectivity Issues
• Out of range of your router
• Interference from other radio transmitting devices

Resolution 1:

1. Delete the device from your dashboard in the MiHome App - see below for help with deleting the device from IOS and Android.

Android From the device dashboard: Select DEVICES, Tap and hold the WiFi Smart Plug, until the bin appears top right of the screen Tap the bin to delete the device. After a second or two the device will disappear.

iOS From the device dashboard: Select DEVICES, Tap and 'swipe left' on the WiFi Smart Plug, which will display the Delete image. Tap Delete. After a second or two the device will disappear.

2. Perform a factory reset of the WiFi Smart Plug as described in the factory reset section of this guide.

3. Go to WiFi settings on your phone and if your phone is still connected to the WiFi Smart Plug network (e.g. EnergenieXXXXXXXXXXXX'), forget that network, and reconnect to your home or office wifi network

4. Start the pairing process again

5. When asked for your WiFi Network password ensure it is correctly entered (this is the password for the WiFi Network you are trying to connect to and is also normally found on the back of your router under 'password/key' (unless you have changed it). 

6. Complete the rest of the pairing process  

Resolution 2:

Check internet connectivity of your router and WiFi status

Resolution 3:

Check the range between WiFi Smart Plug and router is less than 10 m

Resolution 4:

Ensure that there are no other radio transmitting appliances, such as cordless phones within 1m of the WiFi Smart Plug and the router  

Resolution 5:

Check that mobile data (if outside of WiFi network range) or WiFi is switched on, on your phone (refer to your phone’s user manual)

Factory reset procedure

• Ensure power is available to the socket and switched on (if switched socket)
• Ensure WiFi Smart Plug is switched off (if unsure the plug is off, plug in a lamp)
• Press and hold the button on the plug for 5 seconds (the status LED will blink (once every 1.5 seconds) indicating that the WiFi Smart Plug has been reset and is ready for pairing.

Guides to pairing

Having difficulty getting your WiFi plug setup? Please watch our setup videos for Android and Apple phones and our troubleshooting guide which covers pairing and operation issues.

Android Phone Setup Video

Apple (IOS) Phone Setup Video

 

Problems still not resolved?

Please contact our UK based support team by visiting Energenie4u.co.uk and selecting the contact us page here.