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Troubleshooting - Why can't I connect my smart phone to the Cloud Connect Advanced datalogger?

  • Updated
CCA Outlined Hi Res.png This article provides a step-by-step guide for troubleshooting issues when connecting a device (phone or tablet) to the Cloud Connect Advanced (CCA) via Bluetooth or WiFi.
Contents: 

The Basics

Your phone or device must be connected to the CCA to perform any function that requires you to control it (through the App's interface).

Click this link if you need help connecting:

"How do I connect my phone to the CCA?"

 CCA connecting to ei app.png

 

 

Note: Tigo strongly recommends connecting by Bluetooth since it only requires you to be near the CCA.

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 and Gateway/TAP connections.

tigo leaf divider.png

Connection issues and how to resolve

To connect a mobile device (phone or tablet) to the CCA, you can use Bluetooth (recommended) or Wi-Fi.

 

If there is an issue connecting, you may see a notice like this--> 

 mceclip1.png

 

 

If the device cannot find the CCA's signal, perform all the following steps:

1.  Issue: CCA Serial Number does not show after a Scan
When powered ON, Bluetooth NAME is broadcast for 2 hours. If the CCA has been on longer than 2 hours,

    • Quit the App and power OFF your phone.
    • Power cycle the CCA and wait 120 seconds, minimum.
    • Power ON the phone, start the App and select the system.
    • Scan for Bluetooth NAME, which is the serial number. It should be available now.


2.  Phone/Device is not recognizing new Bluetooth Devices:

      • Power off the CCA. Power OFF the PHONE.
      • Power ON the CCA and wait at least 2 minutes.
      • Power ON the phone, open the EI App, and select a system.
      • Recan for CCA's. The app should now show the CCA Bluetooth serial number immediately. If not, proceed to step 3.

3.  Re-start the phone/device
This ensures you have a fresh Bluetooth initialization. If this does not help, try 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.

4.  Update the EI App
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  mceclip2.png (upper left) EI App homescreen hamburger menu annotation.png
Choose Settings EI App hamburger menu settings annotated.png
Select About EI App hamburger menu about annotated.png

Compare the EI App version number to the version in the Apple App Store or Google Play.

If your EI App is running and older software version, select Get and Install (not shown)

 EI App hamburger menu version annotated.png

 

5.  Verify CCA Antenna is Installed
The CCA comes with a detachable antenna that must be connected during installation. Without this antenna installed, the CCA may be unable to find a WiFi Network.

Solution: Ensure the antenna is installed before connecting to the CCA.


mceclip3.png


6.  The EI App has not been given Location Access permissions:

Depending on the security settings on your phone or device, the Tigo EI App may need to be allowed location information access to find a Bluetooth or Wi-Fi connection. This is a requirement for both iOS and Android devices. If you have previously denied the Tigo EI App location information access, 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:

1.  How-To Allow Permission - from Tigo EI App Prompt
If you see a pop-up requesting location permission:
• Choose Continue
• Select Allow

2.  How-To Allow Permission - from Tigo EI App Settings
• Press the 3-lined button  mceclip2.png (upper left) 
• Select Map
• If a request for Location access pops up, choose Enable

3.  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

tigo leaf divider.png

After following the preceding steps, you should now see the purple banner with the CCA's broadcast name on the available Bluetooth or Wi-Fi network screen.

 

 bluetooth connection to CCA EI App.png



If you still experience issues connecting the EI App to the CCA, please contact our Support Team

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