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Auping Essential Nightblue

Troubleshooting

On this page you will find answers to the most frequently asked questions and solutions to possible problems of the Auping Smart Base.

F.A.Q.

Installation problems

Problems with setting up multiple devices

Problems after installation

Problems with the Auping Connect app

Software problems

Problems with Wifi

F.A.Q.

Frequently asked questions about the Auping Connect (F.A.Q.)

Do I need two Auping Connects for a double bed?

No, you can operate both bed halves, if they are both motorised, with one Auping Connect and with one app.

How do I operate Auping Connect?

With an app that can be downloaded from the App store or Google Playstore.

How do I install Auping Connect?

In addition to the Auping Connect hub, you install an app (Auping Connect app) on your phone or tablet that explains step-by-step how to install Auping Connect. Still can't figure it out? Then look at the questions below. If that still doesn't help, please contact us.

What about privacy and internet security?

Auping Connect works with a certified and secure protocol so that all the data you send via your phone or tablet is protected.

I don't have Wi-Fi, can I still install and use Auping Connect?

Unfortunately, without wifi you cannot install and/or use Auping Connect.

I don't want to attach Auping Connect to my bed, can I place it somewhere else?

Yes, you can also place the Auping Connect somewhere else. As long as it is within a few metres of your bed and within the Wi-Fi range. In addition, you will always need a power outlet to supply power to the Auping Connect.

Can Auping Connect also be used with 5G Wi-Fi?

After installation, the app can also be used via a 5ghz network.

Is the Auping Connect safe?

All Auping beds are CE certified, Auping Connect as an Auping product is no exception. The automatic alarm clock can be easily activated, deactivated and even interrupted as required. Please take into account that, as with an adjustable bed, there are moving parts in your bed.

Is this app also available for iOS/Android/Windows?

The app is available for all iOS and Android devices. Windows phones and tablets are not supported.

Can I use Auping Connect with any bed?

Auping Connect can be connected to all motorised adjustable Auping mesh bases produced after 2014, including the Royal mesh bases. For box springs, Criade box springs produced after 2014 and the new Original and Kiruna box springs from 2017 can be coupled.

An easy check to see if Auping Connect works with your Auping bed is whether you have a wireless black remote control with your current bed. Older motorised adjustable bed and box spring models that do not work with Auping Connect have a grey remote control.

Adjustable bases from other brands cannot be connected to Auping Connect.

Can I also operate Auping Connect in aeroplane mode on my mobile device?

No, because of the communication via Wifi, the direct control of the bed is not possible in flight mode. However, you can set the alarm function before going to sleep and then turn on the aeroplane mode. Due to the built-in timer, these functions remain active when you disconnect from Wi-Fi.

Can I also reset Auping Connect?

There is a button on the back of the Auping Connect hub; by briefly pressing it, the Auping Connect is reset and you can reinstall it. The latest software version then remains on the Auping Connect.

Can I use Auping Connect on multiple devices?

If you already have Auping Connect installed and want to use a second device to control your bed, you don't have to go through all the installation steps. Make sure your second phone or tablet is connected to the same wifi network as Auping Connect and open the app. During the installation, the app will find the installed Auping Connect and ask for an authorisation code. The person who installed Auping Connect can find this code under Settings -> Sharing. Enter this code and Auping Connect is ready for use.

My partner has installed the app on his/her phone. Do I always need that specific phone to use Auping Connect?

No, you and your partner can both install the Connect app on your own phone and/or tablet so that you can personally configure the Connect functionalities. You can then set your own alarm per mobile device, or, if you have 2 adjustable bases, you can choose to adjust both sides of the bed at the same time.

My wifi signal is very weak in my bedroom. How can I improve it?

First check out these tips & tricks to strengthen your wifi signal at home.
If that is not enough, contact your provider to find out what the possibilities are.

My WiFi keeps dropping out. How is this possible?

This is a problem caused by your provider. Ask your provider for a solution.

Where should I attach the Auping Connect to the mesh base?

Attach the Auping Connect to one of the two middle tubes underneath the mesh base, as these tubes do not move when you adjust your bed. This prevents wires from getting tangled or loose.

What can be done in the future?

We continue to improve Auping Connect on the basis of feedback we receive from users. With the input of the first Auping Connect users and other research results, new functions are continuously developed. A next version can, for example, connect to other applications in the home such as lighting and the thermostat.

What does the Auping Connect package contain?

The packaging contains: the Auping Connect hub, a power adapter to supply the Auping Connect with power and a manual. For the Royal bed you will receive two additional blue cables with the Auping Connect.

What functionalities does Auping Connect have now?

The first version of Auping Connect allows you to adjust your bed with the ease of your phone or tablet. You can now quickly switch between adjusting two bed bases individually and simultaneously. The alarm function allows you, in addition to setting a traditional alarm clock with sound, to raise the headboard when you want to get up.

Does my current remote control still work?

Yes, you can use the remote control at any time if you do not have your mobile device at hand and/or if the Wi-Fi signal is interrupted.

Installation problems

Problems with the installation of the Connect

The installation does not work

Make sure that the plug is properly connected in the wall socket and that the power cable is in the Connect hub.

Download the latest version of the Auping Connect app from the Google Play store or Apple Store.

Have you selected the Royal bed, but do not have the blue cables?

You probably have another bed, for which the blue cables are not needed. Click on "back" in the menu and select "other".

I have a Royal bed, but the installation doesn't work

Are the blue cables properly connected to the Auping Connect hub? Do not use the black cables, but the blue cables.

I have received a Royal but no blue cables.

Contact the dealer for these cables.

Problems with the installation of the app

I have gone through the installation, but I cannot operate the bed.

Do you have the right version Android/iOS?

  1. Android: Go to settings -> system and at "system update" you can see the Android version. Or search for "Android version" under the magnifying glass in the top "Settings" menu.
    Auping Connect works with Android from version 7.0.
  2. iOS: Go to Settings -> General -> Info and under Version you will find the iOS version. Auping Connect works with iOS from version 12.0.
    Older versions are not supported.

Is this the first phone or tablet you want to connect to the Auping Connect?

If this is a second phone, follow the instructions for using Auping Connect on multiple devices.

Have you chosen the right type of bed? 

Choose "Royal" for the Auping Royal bed.
"Other" is for all other Auping electrically adjustable bed bases and box springs.

Beds with a black, wireless remote control are supported.

Is your phone connected to the right Wi-Fi network while standing next to your bed?

Connect your phone to the Wi-Fi network on which you want to install Auping Connect. If you cannot find your WiFi network in the settings of your phone, then the signal in the bedroom is probably too weak or there is another problem with the connection. Please contact your Wifi supplier.

The setup screen says {[SSID]} or "No network found".

Click "back" and try again.
If this does not work after a few tries, this indicates that the Wi-Fi signal cannot be found.

Possible causes:

1. The wifi signal is too weak. To check this, disconnect the Auping Connect module from your bed base and connect it to a wall socket closer to the router. If this also fails, restart the app. If you are still able to connect, we recommend leaving the Connect in its present location or improving the Wi-Fi signal in the bedroom.
If you still can't connect to the router after rebooting, please contact your dealer.

 

2. The phone is connected to a 5GHz network.
Check whether the 2.4 GHz network option is switched on in the router.
This is switched on by default but can be switched off manually.

3. A firewall blocks the connection.
Try to run the installation with hotspot through another phone.
If that works, there is no problem with the phone or the Connect itself, but the network settings need to be changed. Check the router to see if the firewall can be set differently or contact your provider.

4. The operation system on your phone is not supported. Your phone may have an OS that is too old or too new and not yet supported.
Try connecting to another phone.

5. A VPN connection blocks the installation.
If you have an active VPN connection, there will be a key icon at the top of your screen next to the battery and WiFi icon. Disable the VPN connection and go through the installation again.

6. The location and/or bluetooth permission is not on. 
The Auping Connect app on an Apple and Android device cannot connect to your network if the location and/or bluetooth permission is not turned on. Go to the settings menu of the Auping Connect app and check whether the location and/or bluetooth permission is turned on.

7. The router settings of the network are not correct, for example:

  • Hidden SSID is enabled on the router. Change the settings in the router so that the SSID is always visible or use advanced network settings when setting up your Wi-Fi network in the app.
  • Mac filtering is enabled on the router. Change the settings in the router so that the SSID is always visible or use advanced network settings when setting up your Wi-Fi network in the app.

I cannot find the network "Auping Connect" during installation

  1. Are you close to the Connect module? You must be in the same room for installation.
  2. Check that the power plug is plugged in and that it is connected to the Connect hub.
  3. Test the socket with another electrical appliance.
  4. Refresh your Wifi network list and check again. If the Auping Connect network is still not visible, press and hold the reset button on the side of the Connect module for three seconds. Check again whether the Auping Connect network is visible in the Wi-Fi settings of your telephone.
  5. If this still does not work, reset the factory settings in the Connect module.
  6. Then check again whether the Auping Connect network is visible in the list of Wi-Fi networks on your phone or tablet.
  7. If the Auping Connect module still does not appear in your list of Wi-Fi networks after this procedure, please contact your dealer.

My own wifi network is not in the list of suggested networks in the Auping Connect app.

Click on "back" and try again. If this does not work after a few times, the Wi-Fi network cannot be found.

Possible causes:

  1. The wifi signal is too weak. To check this, you can disconnect the Auping Connect module from your bed base and connect it to a wall socket closer to the router.
    Royal beds
    Disconnect the Connect from the bed and place it freestanding on the floor.
    Other bed models
    Detach the Connect from your bed. Move the Connect to a position in your bedroom that is closer to the router.
    If you are still able to connect, we recommend leaving the Connect in this position or improving the Wi-Fi signal in the bedroom.

    Mocht je in de buurt van de router na het opnieuw opstarten nog niet kunnen verbinden, neem dan contact op met de dealer.
  2. The phone is connected to a 5GHz network. Check whether the 2.4 GHz network option is switched on in the router. This is switched on by default but can be switched off manually.
  3. A firewall is blocking the connection. Try to run the installation with hotspot through another phone. If that works, there is no problem with the phone or the Connect itself, but the network settings need to be changed. Check the router to see if the firewall can be set differently or contact your provider.
  4. The operation system on your phone is not supported. Your phone may have an OS that is too old or too new and not yet supported.
    Try connecting to another phone.
  5. The router settings of the network are not correct, for example:
  • Hidden SSID is enabled on the router. Change the settings in the router so that the SSID is always visible or use advanced network settings when setting up your Wi-Fi network in the app.
  • Mac filtering is enabled on the router. Change the settings in the router so that the SSID is always visible or use advanced network settings when setting up your Wi-Fi network in the app.

The installation freezes when establishing the connection. I do not get all 4 blue ticks on the screen. 

No check mark at "Auping Connect found".

Are you standing in the same bedroom as the Auping Connect module? Stand in the same room. Press back and try again.

Restart the phone and try again.

Repeat the complete installation procedure. Still not working? Then contact your Auping dealer.

No check mark on "Connection made":

Please contact your Auping dealer.

No check mark at "Auping Connect configured":

  1. Exit the app, and go to your wifi settings. In the wifi setting of the phone/tablet, check that it is connected to the correct home network. If not, connect manually to the home network, go back to the Auping Connect app and try again.
  2. If this does not work after several times, try to carry out the complete installation again.
  3. Is it still not working? Then contact your Auping dealer.

No check mark on "Connection successful":

  • Please contact your Auping dealer.

A message will appear: Oops! Something went wrong while configuring Auping Connect.

  1. Try "try again" a few times.
  2. Check your WIFI connection and try again.

 

Problems with adjusting an Auping bed

I don't know what a 1M, 2M, 3M or 5M option is

1M stands for an Auping Smart base with 1 motor and therefore 1 moveable part of your bed.
2M stands for an Auping Smart base with 2 motors and therefore 2 movable parts of your bed.
3M stands for an Auping Smart base with 3 motors and therefore 3 movable parts of your bed.
5M stands for an Auping Smart base with 5 motors, making it possible to move 5 parts of your bed.

You can see how many motors are under your bed or you can see on the accompanying remote control how many adjustment possibilities there are.

I am not getting the right bed type selection

This may occur on a Royal bed when the blue cables are not connected properly. Reconnect these. Close the app completely and start installation again.

I installed the wrong number of adjustment options during the installation.

This can be changed later in the app. You can reconfigure your bed type via the settings menu. Go to settings via the icon in the top right and click on "Reset bed settings".

I only get to see 1 bed in the app, while I have 2 beds.

Royal bed: One of the cables is not connected properly or the black cable is used instead of the blue cable.

Change bed: reset your bed in the menu via the bed settings.

I cannot connect to the corresponding wireless remote control

Is it a black wireless remote control with display?

You have a Royal, but did not select it at the beginning of the installation process. Please exit the app completely (via the phone system) and start the installation again.

Is it a black wireless remote control without a display?

Check which light on the remote control lights up when you press any button. If the red light is on, the child lock is activated. Press the lock button on the back of the remote control once to remove the parental control feature. If the green light is on, hold the handset close to the Auping Connect module.

If it is a different type of remote control, not wireless for example, then the Auping Connect unfortunately does not work with it. This is too old a version.

Problems with setting up multiple devices

The Auping Connect app can be easily installed on multiple devices. Download the app on another phone or tablet. This must be connected to the same Wi-Fi network as Auping Connect.

Then open the app on the newly connected device and start the installation. At the remote control selection screen, a pop-up will ask you if you want to connect to an installed system, choose existing connection. The app will then find the installed Auping Connect and ask for an authorisation or QR code. The first person to install Auping Connect will find this code under Settings -> Sharing. Enter this code and Auping Connect is ready for use.

If you don't get a pop-up, click on the text under the two remote controls.

 

On phone 1, go through these screens.

Go to settings.
And select Sharing.
Have the code scanned by the 2nd phone.

On the second phone, go through these screens.

Open the Auping Connect app.
A popup will appear, click on connect.
Scan the QR code on device 1 or enter the code.

The following problem may occur when installing several devices: The second device cannot find an existing installation.
This is because there is still old data in the memory. Fortunately, this is easy to solve.

Mode of operation iPhone:

  1. Completely remove the app from the device you wanted to add as an additional device.
  2. Download the latest version from the appstore.
  3. Start the Auping App

Working method Android:

On Android, the memory remains when the app is deleted, so deleting the app is not the solution. But you can delete the app data yourself in the settings of your device.
The way you can delete the data varies from device to device. A general method is:

  1. Go to the Settings of your device
  2. Go to Apps or Application manager
  3. Choose the Auping Connect App from the list
  4. Here you can select Data: Delete data

In some devices, this function can be found under the option Storage and then Clear data.

  1. Go out of the settings menu and start the Auping App

Now the app will find the existing installation and you can proceed to install more devices.

Problems after installation

Does the app give an error message about the Wi-Fi signal?

Your bed's connection to the network is not stable. The cause of this could be a too weak wifi signal in the bedroom. To check this, you can disconnect the Auping Connect module from your bed base and connect it to a wall socket closer to the router. 
Royal beds
Disconnect the Connect from the bed and place it freestanding on the floor.
Other bed models:
Disconnect the Connect from your bed. Move the Connect to a position in your bedroom, closer to the router.
If you are able to connect, we recommend leaving the Connect in this position or improving the Wi-Fi signal in the bedroom.
If you still cannot connect to the router after rebooting, please contact your dealer.

The wrong bedside moves when I use the app.

You can tell which half of the bed is left or right by the icon in the app.

Royal: The cables are connected the wrong way round to the Auping Connect module. Swap plugs 1 and 2.

Other bed: Probably the wrong remote control is configured. This can easily be changed in the app.
You can reconfigure your bed type via the settings menu. Go to settings via the icon in the top right and click on "Reset bed settings". There you can reconfigure the remote controls.

When adjusting the bed using the phone or tablet, the bed falters.
This does not happen when I operate the bed with the handset.

Royal beds
Disconnect the Connect from the bed and place it freestanding on the floor.
Other bed models:
Disconnect the Connect from your bed. Move the Connect to a position in your bedroom, closer to the router.
If you are able to connect, we recommend leaving the Connect in this position or improving the Wi-Fi signal in the bedroom.
If you still cannot connect to the router after rebooting, please contact your dealer.

The bed configuration in the app does not match the bed
(1 bed/2 beds/simultaneous/1M/2M/3M)

Go to settings (via the icon on the top right).
Choose "Reset Bed Settings".
Adjust the configuration by going through the installation again.

I have chosen the wrong type of bed (all others/ Royal)

Go to settings (via icon on the top right)
Choose "Reset Bed Settings".
Adjust the configuration by going through the installation again.

I have a 2M bed and it does not respond to anything?

You may have chosen a Royal during installation but have a "different" bed. Reinstall the bed.
Go to settings (via icon top right)
Choose "Reset bed settings".
Adjust the configuration by running through the installation again.

I have a new telephone. How can I use it to operate my already installed Auping Connect?

For a new phone, after installing the app, the available Auping Connect is found on the home network. An authorisation code must be entered, which can be retrieved from the old phone's app.

On the old phone, this code can be found under settings (icon top right), and then "Sharing". The code is visible there.

If the old phone is no longer available, first reset the Auping Connect module (3 seconds of black reset button on the connection side of the module) and then choose new installation in the menu of the app.

Problems with the Auping Connect app

Problems with the adjustment

Favourite setting (memory mode)

My bed does not go to my set favourite position

With the memory function, the bed adjusts from a flat position by means of a saved movement. For this reason, when setting the memory function and when using the memory function, make sure that the bed is level. If this is not the case, the bed will not move to the desired position. 

You can reset the memory position via settings/Reset memory position.

Problems with the alarm clock          

My bed does not rise when the alarm goes off

1. Go to the sleep planner.
2. The silent alarm clock must be switched on every evening with the button.
3. Go to settings of the sleep timer (via alarm clock icon in top right corner).
4. Check that the "alarm with motion" switch is on.
5. Check that the correct bed side is selected.

My bed goes up when the alarm goes off 

1. Go to the sleep planner.
2. Go to settings of the sleep timer (via alarm clock icon in top right corner).
3. Check that the "alarm with motion" switch is on.
4. Check that the correct bed side is selected.

Other half of the bed goes up when waking up.

1. Go to the sleep planner.
2. Go to settings of the sleep timer (via alarm clock icon in top right corner).
3. Check that the "alarm with motion" switch is on.
4. Check that the correct bed side is selected.

If the bed side is selected correctly but the wrong bed responds, reinstall the bed.
1. Go to settings (via icon top right).
2. Choose "Reset bed settings".

Alarm sound does not go off

1. Go to the sleep planner.
2. Go to settings of the sleep timer (via alarm clock icon at top right).
3. Check that the switch "alarm with sound" is on.
4. Check that the correct days are switched on.

Do you have iOS? Make sure the sound of your phone is turned on to hear the alarm from the Auping Connect app.
Unfortunately, the Auping Connect app does not work in Apple's "Do Not Disturb" mode.

Do you have Android? The sound of the Auping Connect app can be set via the ringer volume setting ("Ring", so not via "Media" or "Alarm"). The ringtone volume must not be set to zero.

The alarm clock goes off earlier

1. Go to the sleep planner.
2. Go to settings of the sleep timer (via alarm clock icon at top right).
3. Check that the "Smart alarm" switch is on.

This smart alarm clock will wake you up from your sleep. Within half an hour of your alarm time. 

The smart alarm clock does not go off

1. Go to the sleep planner.
2. Go to settings of the sleep planner (via alarm clock icon in top right corner).
3. Check that the "Smart Alarm" switch is on.

The smart alarm clock goes off too soon

1. Go to the sleep planner.
2. Go to settings of the sleep planner (via alarm clock icon in top right corner).
3. Check that the "Smart Alarm" switch is on.

Problems with snore detection

My bed rises up when I switch on the anti-snore function

This is normal. Snore detection starts by adjusting the bed slightly upwards. This helps you to breathe more freely. Do not put it back. Then the function will no longer work properly.

My bed moves up when the anti-snoring function is activated

This is normal. If you have chosen the up function and the snore detection is activated, the bed will adjust upwards. This helps you to breathe more freely.

Don't want the back section to rise when the anti-snore function is activated? Then try the 'nudge' setting instead of 'up'.
1. Go to snore detection settings (via snore icon in top right corner).
2. At 'anti snore mode' choose 'nudge'.
3. The selected function is blue.
4. When activated, the back part now gives nudges.

The snore detection does not respond

  1. Make sure you have pressed start.
  2. Check whether sound is being measured; in the middle of the screen there is a sound icon with a dB value below it. If this is 0, no sound is being measured. Close and restart the app. If this still does not work, restart the phone.
  3. Then check whether snores are measured. In the middle of the screen, you can see how many snores have been measured. By pressing on a bar you can see how many snores have been measured. Is this number 0 or very low, then the sensitivity is set too low.
  4. Go to snore detection settings (via snore icon in top right corner) and check if the sensitivity of the snore detection is set correctly. By default it is set to medium, but with some devices this is not sensitive enough. Try to set it to high.
  5. Go to snore detection settings (via snore icon in top right corner) and check if the timer function is on. Use the slider to set the amount of time after which the snore detection should start. Most people fall asleep after about 20 minutes. When you start the snore detection you will see a timer on the screen that indicates in how many minutes the snore detection will start.

Snore detection reacts too quickly

1. Go to snore detection settings (via snore icon in top right corner)
2. Check if the snore detection sensitivity is set correctly. The default setting is medium, but with some devices this is too sensitive. Try to set it to low.

The wrong bed responds

Check in the snore detection settings whether the right half of the bed is selected. You can tell which bed is left or right by the pillow symbol shown.

The snore detection reacts to other sounds

Your privacy is very important to us. We will therefore never hear or record the sounds in your bedroom and no data will be stored or used for other purposes. Therefore it is possible that other sounds will activate the snore detection function.

  • Do not start snore detection until you go to sleep.
  • Prevent the anti-snoring function from reacting to sounds before you have fallen asleep by using the timer function. Most people fall asleep after about 20 minutes.
  • Reduce the snore detection sensitivity; go to the snore detection settings (via snore icon in top right corner) and check if the snore detection sensitivity is set correctly. The default setting is medium, but with some devices this is too sensitive. Try the 'low' setting..
  • Make sure that the phone is at the same height as your head and that the microphone of your phone is facing your head.

Software problems

The app has been removed                                                                                       

If the app is removed from the phone, but the Auping Connect module is still connected to the wifi network in the house, it will not be found during a new installation.
There are 2 options:

1. There is another telephone connected to the Auping Connect module. In this phone, the code can be found (this code can be found under settings (icon top right), via menu "Sharing". There the code is visible). This code is entered in the other phone.

2. If only one telephone was installed before the Auping Connect module, the module must be reset and the installation process rerun. To reset, press and hold the black reset button on the connection side of the module for 3 seconds.

Problems with a software update                                                             

If the installation gets stuck while updating the firmware, try restarting the app and then performing the update again.

Problems with Wifi

Move the Connect hub

If the connection sometimes drops out, or if it sometimes takes a long time to load the app, you can improve the Wi-Fi connection by putting the Auping Connect in a different place. In that case, don't clip the Auping Connect to your bed, but put it on your bedside table, for example. In some cases, this can improve the connection. Make sure that the Auping Connect is within a few metres of your bed.

Return to the Auping Smart base support overview