Connect Base: Fix problems during Base setup

When you add a Base, the app connects your phone to a temporary Wi-Fi network that the Base creates. Through that network, the app sends your home Wi-Fi name and password to the Base. The Base then joins your home Wi-Fi and registers with FluentPet, so your button presses reach the app.

This page follows the setup screens in order. Find the screen where setup stopped and try the fixes for it.

Start setup again

Many fixes below ask you to start setup again. To do that:

Charge the Base. The Base must be charged before you start setup.
If the LED alternates cyan and blue, the Base is still in setup mode. Double-click the Base Button to leave it.
Close setup with the X at the top of the screen and tap Yes.
Tap Add Base and follow the instructions in the app.

The app cannot connect to the Base

Your phone cannot join the Base’s network, or the app shows Connection failed with the message “Could not connect to Base. Please try again.”

The Base is not in setup mode

The Base must be in setup mode to create its own Wi-Fi network. Make sure you hear the 4-chime setup sound and the LED alternates cyan and blue before you continue in the app.

Hold the Base Button (on the bottom of the Base) for about 5 seconds, then release it when the LED flashes. Setup mode starts when you hold the Base Button for 4 to 10 seconds.
- You hear the 4-chime setup sound.
- The Base LED alternates cyan and blue. The Base is now in setup mode.
Check that your phone sees a Wi-Fi network whose name starts with FPCON_:
- Android: open Settings > Network & internet > Internet.
- iPhone: open Settings > Wi-Fi.
If you see the network, the Base is in the right mode. Go back to the app and try again.
Continue in the app within about 90 seconds. After about 90 seconds without activity from the app, the Base times out and you need to start setup again.

The Base timed out after about 90 seconds

The Base leaves setup mode after about 90 seconds without activity from the app, to save its battery. The timer restarts whenever the app connects or transfers data. Scan the QR code or type the serial number within about 90 seconds after you hear the 4-chime setup sound. The QR code is on the bottom of your Base, and the serial number is below it.

Check that the Base LED still alternates cyan and blue while you connect.
If the Base has left setup mode, start setup again.

The Base is not charged

The Base must be charged before you start setup.

Charge the Base, then start setup again.

Your Wi-Fi network does not appear in the list

On the Select your Wi-Fi network screen, the Base lists the Wi-Fi networks it finds. Sometimes your network is missing, or the list is empty.

The network is 5 GHz or out of range

Like most smart home devices, the Base connects only to 2.4 GHz Wi-Fi networks, and the network must be in range. The Base lists the 5 networks with the strongest signal.

Make sure your router broadcasts a 2.4 GHz network.
Move the Base closer to your Wi-Fi router.
Tap Rescan.

The router turned off its 2.4 GHz network

Some newer routers turn off the 2.4 GHz network when no device is connected to it.

Unplug your Wi-Fi router for a few seconds, then plug it back in. This restarts the router, which broadcasts the 2.4 GHz network again.
Tap Rescan to search for networks again.

A VPN or network filtering app is active

A VPN or a custom DNS setting on your phone can stop the app from talking to the Base. If the app detects a VPN or network filtering app, it shows a hint on this screen.

Turn off the VPN or network filtering app.
Try again. You can turn the VPN back on after setup.

For a specific app that causes this, see Wi-Fi networks not appearing during Base onboarding in the known issues.

The Base cannot connect to your Wi-Fi network

After you select your network and enter the password, the Connection progress screen shows an error at Connecting Base to Wi-Fi or Registering Base with FluentPet servers, for example “Could not connect your Base to the selected Wi-Fi network. Please check your password and try again.” or “Could not register your Base. Tap ‘Start over’ and add your Base again.”

These are the common causes:

The Wi-Fi password is wrong. The app asks you to retry, but retrying does not always work. It is best to start setup again.
The Base timed out. The Base leaves setup mode after about 90 seconds without activity from the app, to save its battery.
Your 2.4 GHz and 5 GHz networks have the same name. The Base can only use 2.4 GHz, but a shared name can still cause problems.
Your Wi-Fi signal is weak or unstable. Move closer to your router.

Check your password and signal, then start again

Confirm that you enter the correct Wi-Fi password.
Start setup again.
Open the Hardware tab and pull down on the list to refresh it. Check whether your Base appears.

Your 2.4 GHz and 5 GHz networks have the same name

Routers that broadcast 2.4 GHz and 5 GHz networks under one name (dual-band routers) cause many problems for smart home devices. Try any of the following:

Move farther away from your router. The 2.4 GHz signal stays stronger than the 5 GHz signal at a distance, which helps the Base use the 2.4 GHz network. Retrying from different distances is a common trick when you set up smart home devices.
Restart your router.
Rename one of your networks, so the 2.4 GHz and 5 GHz networks have different names.
Reconfigure your router. Some internet providers recommend turning off the 5 GHz network to connect smart home devices.
Connect a separate 2.4 GHz-only router to your main router, so you have a dedicated network name for 2.4 GHz. These routers typically cost about $25 and are easy to set up.

Registration failed, but your Base is listed

If setup shows that registering your Base failed, but your Base appears in the Hardware tab, pull down on the list to refresh it, or close and reopen the app. Your Base may have registered correctly on its own.

If none of these fixes work, contact FluentPet support from Settings > Contact support in the app, or at info@fluent.pet.