On iOS, there are a few error messages that might appear during or after the setup process. The list below, addresses the most common error message and troubleshooting steps.
The setup code is incorrect
The pairing code that was submitted through the app is incorrect. Please make sure to input the 8 digit pairing code correctly. If you input the pairing code correctly or scanned the code and still receive this error message, please contact us.
An unexpected error occurred
This error message appears if you are trying to setup the Canvas Squares or the Light Panels to a public WiFi such as at a school, dorm, work or at an apartment WiFi. These enterprise routers oftentimes have different security settings than those on standard home routers. Connecting to these networks may require additional assistance from an IT professional to configure. Check out our article on setting up on public WiFi networks for more information.
Network Configuration update
Deleting the existing pairing information by deleting the device from the app and performing a soft reset on the controller will resolve this. In order to delete the device from the Nanoleaf app you have to navigate to More > My Devices > Gear icon > Delete. Hold the Power button on the Canvas Square controller for 10 sec. On the Light Panels this can be done by holding the 2 buttons on the controller for about 10 sec. Once the LED on the controller begins to flash, release the buttons.
Accessory is Unreachable/ Accessory Not Connected
An unreachability can have various reasons, but this is typically an issue with connectivity particularly after switching WiFi Networks. Steps to take:
- Make sure the Panels are on the same local as your device
- Power cycle the Panels
- Turn the WiFi off and on on your device
- Power cycle your router
If the issue continues to persist, this suggests that the Light Panels are not being discovered on the local network. Usually configuring some settings on the router can solve this. In particular, check for the following settings:
- UPnP (enabled)
- Multicast (enabled)
- IGMP Snooping (enabled)
- Client/AP Isolation (disabled)
One other option to test relies on the WiFi channel the router is using. Most routers will default to auto-select the optimal channel, which usually works well. However, with some models, this can cause issues in how the router communicates with your Light Panels. Selecting a fixed WiFi channel can help to mitigate this unreachability. The recommended channels are 1, 6 or 11.
If you are still having issues, check with your Internet Service Provider.
Didn’t find what you were looking for? Contact us if you still need help.
Comments
11 comments
My Canvas says Error Accessory is blocked. Non of your articles help to resolve this.
I had this issue occur with 2 of my nanoleafs as well. Every time I went into the Nanoleaf app I would get the error message "Accessory is blocked". One day I was setting up some additional devices and I stumbled upon a solution by accident so I wanted to reach out and share it with everyone because all of my online troubleshooting turned up nothing as well.
This solution works for iOS devices, I imagine something similar should work for non-apple setups.
Get out of the Nanoleaf app and open the "Home" app on your phone. This will let you view all of your homekit enabled devices.
Locate the room where your nanoleaf is listed. With one device it looks like the firmware update moved it to a new room called "Default Room" but with my other device it was still in the same room it was supposed to be in.
Go into the nanoleaf settings inside the Home app and move it to a different room.
Go into the settings again and move it back to the room that it's supposed to be in.
Open the Nanoleaf application and you should no longer receive the error message and now have access to the nanoleaf panels
Like I mentioned previously, this might differ slightly for non-apple devices and I'm not entirely sure if the bug is related to homekit or not but making the modifications within the Home app and moving the panels back to the correct room seems to unblock the panels. This worked with two different panels that were receiving the error message. Good luck, hope this helps others with this issue.
Does t help. When I try to move the canvas in the Home app to another room it says accessory is blocked.
Does t help. When I try to move the canvas in the Home app to another room it says accessory is blocked.
Hi Steev,
you should not receive this error message if your Canvas is updated to the latest firmware version which is 1.4.0.
Please reach out to our support if the issue still persist.
Thank you
Your Nanoleaf Team
Brand new Canvas. Same issue.
Can you please fix the connection error issue erery other brand works consistenly except Nanoleaf I have replaced the controller 3 times always need to uplug replug
this worked for me on my iphone xr. I went into the home app and it paired faster than the nanoleaf app. I tried the nanoleaf pairing for like 2 hours and doing the soft/hard reset as well as trying to pair via built in wifii. none of that shit worked. what eventually got the app to work was going into the IOS home app and then pairing it that way. I paired it into a new room and boom! the app started to work.
I've had the same problem for over a month now this is ridiculous I have haven't heard any response from them they literally told me to send a video sent nothing silence then I sent another message nothing opened a new ticket nothing the best solution is just to literally buy new ones and return the non functioning ones back to the store apparently that's what they want u to do horrible "tech" service if I didn't already invest so much time and money on this I would've just thrown it out in the trash but my whole setup now revolves around this company from the strips to the canvas to the light bulbs even buying that dumb remote I never use lol its horrible how they treat there customers all u see are negative responses to there "tech"
support team and it doesn't get better its like they don't care basically its like u bought it now your stuck with it might have to cut my loses short on this one and sell my whole setup and try going to phillips at least there more reliable maybe not as cool looking but none of my friends have had any experience like what I'm going through so yeah the solution to the problem is essentially buy a new one and return the non functioning one back to the store in the box cause these "techs" don't care they already have your money
Hi Jana,
Thank you for your feedback.Can you please provide the ticket number that you've created with us? I will make sure that we have this solved in a timely manner.
Thank you again
Your request (89474)
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