Device issue troubleshooting
‼️Before proceeding with troubleshooting, please ensure that you have correctly verified the Device ID and MAC ID of your device
- The Device ID follows the format "BOLT" followed by a unique number (e.g., BOLT3471127).
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You can find the Device ID at locations 1, 2, 3, and 4, as shown in the attached image.
- The MAC ID is mentioned on the back of the device at the bottom, along with the Device ID.
Once you have verified these details correctly, you can proceed with the troubleshooting steps✅
Issue 1: Setup is completed but device is not showing on cloud
If the device still doesn’t connect to the internet after completing the setup, you may try the following in order:
- Whitelist the MAC ID (found on the label behind the device).
- If needed, Whitelist the ports: 80, 443, 8883, 8884.
- If the problem still persists, Whitelist the domain (cloud.boltiot.com) and the IP address (35.154.246.164).
You may not need all of these steps, but try them one at a time depending on the issue. For further help, you can contact your IT team for configuration.
Issue 2: Device is connected to WiFi but still shows offline on cloud
This can be verified by checking the LED's on your device, in this case the Blue LED will be on and stable however the Green LED will be off. In this case there can be one of two problems mentioned below:
- The wifi source intended to provide the internet to the blake device might not be able to provide internet. Kindly test your wifi source by connecting your phone for example and testing the internet. Please note however when testing with your phone make sure your mobile data is switched off to ensure that you are using the wifi connection to test the internet
- The wifi network may have restrictions for our device. In this case you can follow the steps mentioned in the "Issue 1"
Issue 3: Device is not connecting to the WiFi after the setup
This issue can be verified if suppose in the device setup steps once you enter the password of the designated wifi for the device the Blue led goes from blinking fast to again blinking slow instead of becoming stable. In this case kindly check and verify if the password entered by you of your designated wifi network is correct. The password is case sensitive therefore kindly make sure all the characters are mentioned exact.
Issue 4: My WiFi network is not showing in the list of WiFi networks in the setup
In case your designated wifi network that you wish to connect the device to does not show up in the list of wifi networks, kindly check the following:
- Kindly make sure the SSID of your wifi network is not hidden, Wifi networks with hidden SSID do not show up in the list of WiFi networks. In case you are required to keep it hidden, you can manually enter the SSID and password of your wifi network by clicking on the "Add network"
- Kindly make sure the device is well within the range of your wifi network, If the device is further near the edge of your network coverage it may not detect the wifi network
Issue 5: After successful setup the device LCD screen is showing -273° C and 0% RH
In this case the sensor may not be properly connected to the device or has come off loose during the transit. To fix this issue kindly follow the steps below:
- Make sure that the device is powered off
- Now when facing the device, on the right hand side you can see the sensor connected. Kindly rotate the ring on the connector anti clockwise to make it loose, once this is done make sure the sensor is inserted in properly into the device and rotate the ring clockwise to tighten the connection.
- After properly doing the above steps power on the device and check if the device has started working properly.
- If the issue still persists you can contact our team in the WhatsApp support group created for your team to notify.
Issue 6: Devices Not Visible in the Bolt IoT App
If you're not able to see the list of devices linked to your account when you open the Bolt IoT app, Kindly log out of the app and log in again using the same account credentials.
This usually refreshes the app view and your devices should now be visible however if the issue still persists after trying this, feel free to reach out to our support team for further assistance.