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My Aurora is Unreachable

Try these steps:

  1. Is your Aurora powered on? If not, turn it on and try again.
  2. Is the white LED indicator light on the controller off? This indicates normal operation. If it’s blinking slowly, try a WiFi reset and try again.
  3. Is your smartphone connected to the same WiFi network as your Aurora? If not, connect to the same network and try again.
  4. Turn off the WiFi radio on your smartphone, wait ten seconds, turn the WiFi radio back on and connect to the same network as the Aurora. Try again.
  5. Turn the Aurora off, wait ten seconds, and turn the Aurora back on. Try again.
  6. Try resetting your Aurora with a soft or factory reset.
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Comments

  • Avatar
    Yves Alter

    In my case this did not help. I had to reboot my iOS device to resolve the problem.

  • Avatar
    Nanoleaf Support

    Hi Yves, Thanks for your message. Always good to know more suggestions so solve this issue. Have you been still having unreachability issues periodically? If you have, please don't hesitate to reach out to us at support@nanoleaf.me

  • Avatar
    Morgan Crowe

    I'm tired of my aurora not working, I'll reset it before I go to bed and it'll be working fine but it fails to connect in the morning or run to schedule. Have to reset every single time I want to use it 😔

  • Avatar
    Serdar Aydan

    Hi,
    I have the same problem. I reset the device a few times, after a while the connection is lost again. Could you help?

  • Avatar
    Alberto BJ

    I have the same problem, I'm tired of reseting the device everyday...

  • Avatar
    Advek1

    Haven't been able to get to aurora at all after resetting, rebooting, unplugging, 300 dollars for this?
    It configures, then ERROR connecting to Aurora

  • Avatar
    Advek1

    Haven't even been able to see the app, let alone have to reset it............

  • Avatar
    guillaume crozet

    hello
    i just bought a smartphone with Android 6 in order to use the app.

    i got :
    Expect from your aurora to join the network
    Aurora connection error

    i'm fed up, it makes 5 times ! always the same error. i reset each time full reset. >:O

  • Avatar
    guillaume crozet

    what can i do ? i'm fed up about this shitty app

  • Avatar
    Advek1

    Don't expect any service followup from them, they haven't got back to me, They've got your money, just flood the internet how their expensive product doesn't work. Tired of being ripped off .

  • Avatar
    Yves Alter

    Advek1, is your very generic statement based on a single experience? At least in my case support was excellent. My aurora setup (30 panels) works flawless, besides two or three rare occasions that required a reboot of the iOS device (and that could also be an iOS bug).

  • Avatar
    Advek1

    Support excellent, my service ticket has been in for 6 days with no response.

    I rebooted, hard reset, soft reset, everything, the poster above says the same thing

  • Avatar
    Advek1

    You got service response from a tech I see in January...........
    Have you tried them since?

  • Avatar
    Yves Alter

    Last contact was end of march. But true, it always took them a few days to respond. But finally, everything worked out satisfying.

  • Avatar
    Advek1

    At the price charged for these things, someone should be available more than this, as I speak they did get back to me, they took the long weekend off.

  • Avatar
    guillaume crozet

    Hi advek, sorry about your problems. i already contacted Nanoleaf asking to develop the app for Windows becauce i had only a poor Smartphone. with Android 4.4.

    So i bought a ARCHOS 55 HELIUM ULTRA including Android 6, in order to use the app.

    Finally, what's the problem with the Aurora ? Is the product defective to find the network ? my internet box is only 3 meters from the base. No wifi problem with my smartphone.

    i really don't know why the Aurora isn't able to connect. The app finds the Aurora, but it's impossible to connect the network .

  • Avatar
    guillaume crozet

    i just submited a ticket. i think the Aurora is defective, i'm fed up to reset without success. well i'm going to wait what they will answer to resolve issues.

  • Avatar
    Yves Alter

    Guillaume, recommendations for wifi enabled devices:

    - Check that your wifi is operating on 2.4GHz (not 5GHz)
    - Assure that your wifi is operating on a channel between 1 to 11. Even though channels 12 and 13 are available in Europe, a lot of "IoT" devices are unable to connect in this case.
    - Choose a network name (SSID) without any special characters.
    - Choose a passphrase that does only contain ascii characters.

  • Avatar
    guillaume crozet

    @yves Thank you for your informations, i'm going to check all these points ! :)

  • Avatar
  • Avatar
    Yves Alter

    You might want to try removing the '_' character in your SSID, just in case. Besides that, looks good.

  • Avatar
    guillaume crozet
  • Avatar
    guillaume crozet

    Nanoleaf Support Today at 23:09
    Hi Guillaume,

    Thanks for your message and sorry to hear about this. So if I'm understanding correctly, your Aurora is able to connect to the Wifi network (as indicated by the LED turning off), but is unable to get to the Aurora to be paired correct?

    If this is the case, can you try the following:

    1) uninstalling and re-installing the App
    2) toggling the Wifi on your Phone off and on
    3) Checking whether the Aurora is being discovered by your router on the local network. You can check this by downloading the App Bonjour Browser (Android: https://play.google.com/store/apps/details?id=com.grokkt.android.bonjour&hl=en or iOS: https://itunes.apple.com/ca/app/discovery-bonjour-browser/id305441017?mt=8) and check under the folder local > _hap._tcp to see if the Aurora populates there. If it doesn't, it is an issue with the Discovery of the device on the local network. If that is the case, can you provide me with the router name and model number?

    Thanks and have a great day!

    Cheers,
    Chris

  • Avatar
  • Avatar
    guillaume crozet
  • Avatar
    guillaume crozet

    my ticket :
    i uninstalled / reinstalled Nanoleaf aurora app
    and i set the app again (new install)

    it doesn't connect to the network like before :
    http://nsm07.casimages.com/img/2017/07/04//17070411564916744215131350.png

    i checked using "BONJOUR BROWSER" form Grokkt

    i got this :
    http://nsm07.casimages.com/img/2017/07/05//17070512182716744215131370.png
    so i took some screenshot from my box and internal interface in order you see all possible informations.

    http://nsm07.casimages.com/img/2017/07/05//17070512391616744215131389.jpg
    http://nsm07.casimages.com/img/2017/07/05//17070512394916744215131390.jpg
    http://nsm07.casimages.com/img/2017/07/05//17070512395116744215131391.jpg
    http://nsm07.casimages.com/img/2017/07/05//17070512395316744215131392.jpg
    http://nsm07.casimages.com/img/2017/07/05//17070512395416744215131393.jpg
    http://nsm07.casimages.com/img/2017/07/05//17070512395516744215131394.jpg
    the number on the Aurora is 156-87-388

    and now :( , thank you for your patience

  • Avatar
    Advek1

    sorry to hear about your problems guillaume, they got back to me and said it probably was a defective controller, my neighbour had 5 new unused ones since he bought a lot of starter packs, bought one off him, I uninstalled the app, downloaded new one, set it up, same problem, unable to connect to aurora.
    so don't do that, you already bought a new phone.....

  • Avatar
    Advek1

    I'm done with this stuff, if they cannot make something this expensive run flawlessly without hit and miss solutions they shouldn't sell it.

  • Avatar
    Advek1

    It's obviously a pairing thing with the app and aurora

  • Avatar
    guillaume crozet

    i'm sorry for you advek1, i have the impress i'll be forced to do like you and replace the aurora by a working one :( i agree with you,
    But i appreciate the support of Nanoleaf. "Chris" tries to solve the problem atm

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