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Problems during the installation

Back to the Auping Smart base support overview

Problems installing Connect                                                  

The installation does not work

  • Make sure the power plug is inserted securely and the power cord is inserted into the Connect hub.
  • Download the latest version of the Auping Connect app from the Google Play store or Apple Store

Did you select the Royal bed, but don’t have the blue cables?
Then you probably have another bed model that doesn’t need the blue cables. Tap ‘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; only use the blue cables.

I received a Royal bed, but no blue cables.
Contact your dealer for these cables.

 

Problems installing the app                                                   

I’ve been through the installation, but I still can’t operate the bed. 
Do you have the correct Android/iOS version? 
Android: Go to settings -> system; you will find the Android version under ‘system update’. Or search for ‘Android version’ using the magnifying glass at the top of the ‘Settings’ menu.
Auping Connect works on Android starting with version 5.

iOS: Go to Settings -> General -> Info; the iOS version is next to Version. Auping Connect works on iOS starting with version 7.
Older versions are not supported.

Is this the first phone or tablet you want to connect to Auping Connect? 
In case of a second phone, follow the instructions under Using Auping Connect on multiple devices

Did you select the correct bed type? 
Select ‘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 correct Wifi network while you are standing next to your bed? 

Connect your phone to the Wifi network on which you want to install Auping Connect. If you can’t find your Wifi network in the phone’s settings, the signal in the bedroom may be too weak or there may be another problem with the connection. Please contact your Wifi provider.

The installation screen says {[SSID]} or ‘No network found’ 

Tap ‘back’ and try again.
If this doesn’t work after a few times, it means that the Wifi signal can’t be found.

Possible causes:

1. The Wifi signal is too weak. To check this, you can connect the Auping Connect module to an electrical outlet near the router. If this doesn’t work, restart the app.
If you can connect, we recommend boosting the Wifi signal in the bedroom.
If you are still unable to connect in the vicinity of the router after rebooting, please contact the dealer.

2. The phone is connected to a 5 GHz network.
Make sure the router’s 2.4 GHz network option is turned on.
This is on by default, but can be turned off manually; this one must be turned on.

3. A firewall is blocking the connection.
Try going through the installation using a hotspot on another phone.
If that works, there isn’t a problem with the phone or the Connect itself; however, the network settings do need to be changed. Check to see if the firewall can be configured differently in the router or contact your provider.

4. The operating system on your phone is not supported. It is possible that your phone has an old operating system or a new operating system that is not yet supported.
Try to connect using another phone.     

5. The network’s router settings are incorrect, for example:

  • Hidden SSID is activated on the router. Change the settings on the router so that the SSID is always visible.
  • Mac filtering is activated on the router. Change the settings on the router so that the SSID is always visible.

I cannot find the ‘Auping Connect’ network during installation 
Is the Connect module nearby? You must be in the same room for the installation.

Make sure the plug is plugged in and the plug is in the Connect hub.
Test the outlet using another electrical device.

Refresh your Wifi network list and check again. If the Auping Connect network is not yet visible, hold down the reset button on the side of the Connect module for 3 seconds. Check again whether the Auping Connect network is visible in the Wifi settings of your phone.

If this doesn’t work yet, please reset the Connect module to the factory settings.

Then check again if the Auping Connect network is visible in the list of Wifi networks on your phone or tablet.

If the Auping Connect module still does not appear in your list of Wifi networks after this procedure, please contact the dealer.

My own Wifi network is not in the list of proposed networks in the Auping Connect app.
Tap ‘back’ and try again. If this doesn’t work out after a few times, the Wifi network can’t be found.

Possible causes:

1. The Wifi signal is too weak. To check this, you can connect the Auping Connect module to an electrical outlet near the router. If this doesn’t work, restart the app.
If you can connect, we recommend boosting the Wifi signal in the bedroom.
If you are still unable to connect in the vicinity of the router after rebooting, please contact the dealer.

2. The phone is connected to a 5 GHz network.
Make sure the router’s 2.4 GHz network option is turned on.
This is on by default, but can be turned off manually; this one must be turned on.

3. A firewall is blocking the connection.
Try going through the installation using a hotspot on another phone.
If that works, there isn’t a problem with the phone or the Connect itself; however, the network settings do need to be changed. Check to see if the firewall can be configured differently in the router or contact your provider.

4. The operating system on your phone is not supported. It is possible that your phone has an old operating system or a new operating system that is not yet supported.
Try to connect using another phone.     

5. The network’s router settings are incorrect, for example:

  • Hidden SSID is activated on the router. Change the settings on the router so that the SSID is always visible.
  • Mac filtering is activated on the router. Change the settings on the router so that the SSID is always visible.

The system crashes when the connection is established. I can’t get all 4 blue checkmarks to display on the screen. 

There’s no checkmark for ‘Auping Connect found’:

  1. Are you in the same bedroom as the Auping Connect module? Stand in the same room. Tap back and try again.
  2. Restart the phone and try again.
  3. Repeat the entire installation procedure. Still not working? Please contact your Auping dealer.

There’s no checkmark for ‘Connected’:

Please contact your Auping dealer.

There’s no checkmark for ‘Auping Connect configured’:

Exit the app and go to your Wi-Fi settings. When setting up the phone/tablet, make sure it is connected to the correct home network. If not, connect manually to the home network, go back into the Auping Connect app, and try again.

If this does not work after a number of unsuccessful attempts, try the entire installation again.

Still not working? Please contact your Auping dealer.

There’s no checkmark for ‘Connection successful’:

Please contact your Auping dealer.

The following message will appear: Oops! Something went wrong while configuring Auping Connect. 6

Try ‘try again’ a few more times.

Check if you have a Wi-Fi connection and then try again.

Problems setting up 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 movable 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 and therefore 5 movable parts of your bed.

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

I don’t get the correct bed type choice 
This can happen if you have a Royal bed and the blue cables are not connected properly. Reconnect these. Completely close the app and start the installation again.

I installed the wrong number of adjustment options during the installation.
This can be changed later in the app. You can use the settings menu to reconfigure your bed type. Tap the icon in the upper right corner of the screen to access the settings and tap ‘Reconfigure bed settings’.

I can only see one bed in the app, but I have two beds

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

Other bed: Use the bed settings in the menu to reconfigure your bed.

It is not possible to establish a connection using the corresponding wireless remote control

Is it a black wireless remote control with display?
Then you have a Royal, but have not selected this at the beginning of the installation process. Completely close the app (via the phone’s system) and start the installation again.

Is it a black wireless remote control without display?
See which light on the remote control is on when you press any button. If the red light is on, the child lock is on. Press the lock on the back of the remote control once to remove the child lock. If the green light is on, keep the remote control close to the Auping Connect module. 
If it is a different type of remote control, not a wireless one for example, Auping Connect will unfortunately not work using it. That version is too old.