This article helps to correct or troubleshoot settings that may be interfering with the ability to connect a device (phone/tablet), to the CCA via Bluetooth (or WiFi).
The Basics
Your phone/device must be connected to the CCA in order to perform any function that requires you to control the CCA (through the App's interface). This is accomplished by PAN (personal area network) connection via Bluetooth or WiFi.
Note: Tigo strongly recommends the Bluetooth method, as WiFi can be tricky (there are multiple steps that can make a connection failure harder to understand).
Once you have connected your device (phone/tablet) to the CCA, you can:
- Make changes to the CCA's Network Settings
- Perform a System Discovery (commissioning a system)
- Run a test of the Network or Gateway/TAP
To learn how to connect your phone to the CCA, go to: How do I connect my phone to the CCA?
If you are experiencing issues with the initial step of connecting to the CCA, then you may have an issue with the settings on your phone.
Connection issues and how to resolve
You can use either Bluetooth (recommended) or Wi-Fi to connect a mobile device (phone/tablet) to the CCA. If there is an issue connecting, you may see a notice like this:
If the device cannot find the CCA's signal, then one of these issues may be present:
- Issue: CCA is no longer broadcasting its connection point
Once the CCA receives power, it offers a temporary connection point for a duration of 2 hours. Then it hides or masks the address to avoid clutter within the available wireless network space. If the CCA has been on longer than 2 hours, it requires a re-establishment of this broadcast.
Solution: Power-cycle the CCA (unplug from AC side), and wait 2 minutes. Once the power to the CCA has been restored, refresh the device's Scan function and the address will now be available in the Bluetooth (or WiFi) selections. - Phone/Device is not recognizing new connection points:
This happens from time to time, especially if the phone has been on for a long duration, or has made several data connection changes, recently.
Solution: Re-start the phone/device, so you have a clean search and connection to the CCA. If this does not help, it may require deleting the phone's cache or performing a reset of the Bluetooth settings. See your phone's manufacturer's website for FAQs/instructions and more information. - App Version Requires Update
The Tigo EI App is constantly changing to bring you new features. If there is an issue with any functionality, you may need to check and/or update to the latest version.
Solution: Check for new versions of the Tigo Energy Intelligence App:
• Press the 3-lined button
(upper left)
• Choose Settings
• Select About
Then, compare the number to what is available in the Apple App Store or Google Play. If you require a new version to be installed, select Get and Install. - No Antenna Installed on CCA
The CCA comes with a detachable antenna. Without this antenna installed, there may be communication issues in finding the CCA, or instructing the CCA to find a wireless WiFi Network.
Solution: Make sure that the antenna is installed, prior to attempting to connect to the CCA. - App has not been given Location Access:
Depending on the security settings on your phone/device, the Tigo EI App may need to be allowed location information in order to access the Bluetooth or Wi-Fi connection. This is a requirement for both iOS and Android devices. If you have previously denied the location information access by Tigo EI App, you will not see any Wi-Fi or Bluetooth offerings on the “Connect to CCA” page.
Solution: There are three ways to allow Location Information Access:
How-To Allow Permission - from Tigo EI App Prompt
If you see a pop-up requesting location permission:
• Choose Continue
• Select Allow
How-To Allow Permission - from Tigo EI App Settings
• Press the 3-lined button (upper left)
• Select Map
• If a request for Location access pops up, choose Enable
How-To Allow Permission - by changing permissions in Phone/Device App Settings
• Close the Tigo EI App
• Go to your Phone/Device Settings
• Scroll down to Apps (iOS) or Application Manager (Android)
• Select Tigo EI App
• Scroll down to the Permissions section
• Choose Enable Location
• Restart your mobile device
Once you have allowed permissions, then check to see if the Location Permissions have been granted to the Tigo EI App:
• Press the 3-lined button (upper left)
• Select Map
If Map shows the system location on a street map, Location permissions are now correctly enabled for the Tigo EI App.
After following the steps above, try connecting to CCA and you should now see the CCA's broadcast name of SM-04C05Bxxxxxx on the available Bluetooth or Wi-Fi networks.
If you still experience issues after trying these steps, contact our Support Team