Why can't my CATLINK device connect to Wi-Fi?
There are several possible reasons why your CATLINK device may not be connecting to Wi-Fi. You can follow the steps below to jump to the corresponding section and find out what might be causing the issue:
1. The process gets stuck at 30% or 33%
2. The process gets stuck at 66%
3. The process gets stuck at “Common Issues”
The APP connects to the device, and the process gets stuck at 30% or 33% (Part 1)
Here are some possible reasons for the connection issue. You can go through them step by step on your own, or check with the help of our CS team: 1. The Wi-Fi signal on your phone is weak. For example, if you’re only seeing 1–2 bars of signal strength. 2. Incorrect Wi-Fi credentials, such as typos or special characters that the device cannot recognize. 3. Router restrictions, such as:
a. Not being a 2.4GHz network.
b. There are too many connected devices, exceeding the router’s limit.
If none of the above reasons apply, you can move on to Part 2 of this topic and get in touch with our CS team for further assistance.
The APP connects to the device, and the process gets stuck at around 30% or 33% （Part 2 - Require assistance from our CS team.)
Here are some additional possible reasons for the connection issue (Part 2). If you’d like to review Points 1–3, please refer to Part 1.
4. Connected device communication issues, which may be resolved by powering off and restarting. If the issue still isn’t resolved, please contact our CS team for a possible motherboard or related replacement.
5. Connected device Wi-Fi module issues.
6. App or firmware version issues.
The APP connects to the device, and the process gets stuck at around 66%
The possible failure reasons include:
1. MAC address restrictions. Please take a clear photo of the QR code located on your CATLINK device and send it to our customer service team. We’ll provide further assistance based on that.
2. APP and device server node mismatch.
3. APP bugs. If uninstalling and reinstalling the app does not resolve the issue, please contact our Customer Support Team.
How to check the server node of the CATLINK app?
1. On the App Device page, tap the profile (or person) icon at the top left of the screen.
2. Tap the "gear icon" in the bottom left corner to open System Settings.
3. Tap the "Server Node" menu and make sure your server node is set to the correct geographical region. If your device is not located in the United States, Europe, or Mainland China, please select "Global."