Frequently Asked Questions
- Failed to pair
A: 1.If you have installed mobile security APP such as Mobile Manager or Mobile Safe Assistant, this kind of APPs may have prohibited some permissions of Mangotek. Sometimes the system will even prompt security warning, thus it leads to a failed search. To solve it, please access to this kind of App, make Mangotek as your trusted App, enter the permission settings, set all Mangotek permissions to Allowed.
Your model is too far away from the router, take it closer and retry.
3.Check if the device has auto-exited pairing mode in the pairing process.
4.Try to pair with another Wi-Fi network.
5.Try to pair with another phone.
6.Switch off and on device, then try below:
① If your model’s pairing led fast steadily blinks. Please go to Phone Settings-->Wi-Fi, find the Wi-Fi starts with ITEAD ( ITEAD-10000XXXX), enter the password 12345678. If you failed to find ( ITEAD-10000XXXX) or when you enter the password, it says “Wrong Password”, your model has hardware problem, please contact seller for return & exchange.
② If your model’s pairing led fast blinks 3 times and repeats. Please check if you have enabled “Wireless network internal isolation”. Enabling it will cause the App can’t access the device and failed to search the device. Please disable it. If still failed, please contact seller for return & exchange.
③ If you are using GSM model, when you scan the QR code of the model, it displays “Invalid QR code”, please check if the model belongs to “Mangotek Supported” products. If yes, then it may has hardware problem, please contact seller for return & exchange.
A: The newly added device needs 1-2 minutes to connect to your Wi-Fi router and the Internet. If it keeps offline for a long time, please judge the problem by the LED blinking status.
1.The LED quickly blinks one time and repeats (blinks once every 2s), which means the device has failed to connect to the router.
① Wrong Wi-Fi Name or Password
You may have entered wrong Wi-Fi name and password in the pairing process. Please delete the device and re-add. Please make sure you have entered them exactly and select remember password.
② Weak Wi-Fi Signal
Your device may be too far away from the Wi-Fi router, which causes a weak Wi-Fi signal. Please take your device closer to the router, power off and power on the device.
Note: our devices can’t connect to 5G Wi-Fi, only 2.4G Wi-Fi supported. ③ Unstable Network
Your network may be unstable. When the network becomes normal, the device will be online automatically. If it failed to be online automatically, please power off and power on the device.
④ Router Errors
Your Wi-Fi router failed to work due to some reason. When this happens, please delete your device from your account. Then follow below instructions.
Take another phone to enable hotspot, then use your phone to connect the hotspot Wi-Fi and add devices to Mangotek, if the device is online successfully, it means that the problem is due to Wi-Fi.
If it failed, please follow below instructions.
⑤ Too Many Connections to One Router
You may have too many devices connecting to one router. Most of the routers have connection limit. Please disconnect other devices, then power off and restart your device.
⑥ Change DHCP Settings
You may have too many devices connecting to one router. Please reset DHCP address pool in router settings, then power off and restart the device to connect again.
⑦ MAC Address Prohibited
For some security reason, your MAC address may be filtered and prohibited. Under such a condition, you should remove it from the prohibited address list.
⑧ MAC Address Conflict
Close all other connected devices to this router and try again.
If you have checked all above settings have no problems, but still failed. Please restart your Wi-Fi router. Still failed? The device may have some problems, please contact seller for return & exchange.
2.The LED blinks once every 1s,your device is offline
The device has successfully connected to the router but hasn’t been added to the user’s account. Please power off the device and restart, then wait for a while. If the device is still offline, please delete it and re-add.
If you have deleted it and tried to re-add for several times but still failed, please try below:
A. Prepare another phone, enable its hotspot. Use your phone to connect the hotspot Wi-Fi and add devices to Mangotek. If it is online successfully, this means that the problem is due to Wi-Fi. Please check your router settings.
B. If it’s still offline, please contact seller for return & exchange.
3.The LED quickly blinks twice and repeats, which means the device has connected to the router but failed to connect to the server.
① We are upgrading server or there exits server error. If the server is running normally. Please check below:
② Unable to Visit the Internet
If the extranet cannot be accessed, then use your phone or PC to visit the Internet. If successful, try to re-add your device. If you have stopped paying Internet fee or extending your network service, you can’t visit the Internet.
③ Bandwidth Occupied
You may have downloaded too many files at the same time, which occupied most of the bandwidth, thus your device did not have enough bandwidth to connect to the server. If so, please stop downloading and try to re-add your device.
④ More than one router with the same Wi-Fi SSID (name)
You may have more than one router with the same SSID, and your device may have connected to the non-networked one. In this case, you should reset your router SSID and choose the networked one to connect. Then try to connect your device again.
⑤ More than one DHCP server under one network
There may be errors existing between router topology. In this case, please check the connection way between routers, then try to re-add your device.
⑥ ARP Attacked
If you have checked all above and found them no problems, maybe some terminal of the local area network you are locating has affected ARP virus. We suggest you to manually bind gateway and MAC address, then try to re-add your device.
⑦ Firewall Settings
You may have opened firewall or some security software. In this case, please temporarily close them and try to re-add your device.
After making all above checks and find no problems but still failed, the possible problem should be DNS error. Please manually change DNS server address to 126.96.36.199. Then try to re-add your device.
⑧ IP address conflict
Please close all other connections that connect to the router. Then try to re-add your device.
If you have tried all above methods but still failed, your device may have some problems. Please contact seller for return & exchange.
4.Firmware upgradation cause offline：
In some conditions, upgrading firmware will cause MAC address change, then your device will become offline. Below is the firmware list that will cause MAC address change.
Firmware version MAC address change when
FWSW-01 Upgrade to versions higher than 1.5.2
FWSW-0185 Upgrade to versions higher than 1.5.2
FWSWES-04 Upgrade to versions higher than 1.3.0
FWSW-01P Upgrade to versions higher than 2.0.2
FWSW-01TH Upgrade to versions higher than 2.0.1
When this happens, please bind your device’s MAC address to your router’s binding list, as follow: Go to Router Settings -> Close MAC Filter -> Connect your device to the router -> Add the device MAC address to the MAC Binding list -> Enable MAC Filter
If you don’t know about your firmware well, please submit a feedback on the App Mangotek.
3."Device owner is not clear..."
A: One device one owner. So make sure you have added it to just one account.
1.This message comes even your device is brand-new and it’s the first time to add it, please contact seller for return & exchange.
2.If you have added this device with other account before, please log in the other account to delete the device first. Then re-add it with your current account.
For security, we will not help you delete the device until we have to. If you have added the device before but now forget the account info, please submit a feedback on the APP. In the feedback, you should tell your device ID, stating your problem in details, remember to tell where you bought the device from. Our support will reply you in workdays and tell you which account owns your device.
Where to find the device ID?
Let your devices enter into Wi-Fi pairing state, you'll see the device ID begins with ITEAD-********(iOS: go to Phone Settings->Wi-Fi; Android: launch Mangotek->click “+” ->the device ID appears during adding process), capture the screenshot that contains device ID.
What if you failed to find the device ID?
You may try this: press and hold the pairing button for 5s, release your finger, then continue press and hold the pairing button for 5s, you'll see the led steadily blinks. It means the device has entered into pairing state. Then try to find the device ID begins with ITEAD-********.
4.Failed to receive verification code
A: 1.Check if the country code you select is correct, check if the phone number/ email address you entered is correct.
2.Check if the verification code is in your junk mailbox or in spam SMS box. You may disable the blocking and send again.
3.Check if you have clicked “send”. (V2.4.0 and higher versions auto-send the verification code)
4.If still failed, please submit a feedback on the App.
A: Go to the login interface, click “Forget Password”. Enter your account to reset the password.
6.Failed to upgrade firmware
A: Please try for several times. If failed, please follow below operations:
1.Delete the device from your account.
2.Take another phone, enable its hotspot.
3.Connect the hotspot Wi-Fi with your phone. Re-add the model, note that you have to enter the hotspot Wi-Fi info correctly during adding process.
4.After adding it successfully, upgrade the firmware.
5.After upgrading successfully. Delete your device from your account.
6.Switch your Wi-Fi to your previous home Wi-Fi.
7.Re-add the device to App via the home Wi-Fi.
Once you change the Wi-Fi, you’ll need to delete and re-add. Or the device can’t send data to the server successfully.
7.Failed to share device
A: 1.The account you share to has not been logged in.
2.The account you share to has been logged in, but no App process.
3.Your network or the other user’s network is disconnected or not stable.
4.iOS: the other user has launched the App and logged in, but his phone screen is locked off(the screen is not lightened).
We don’t support to share to cross continent accounts. In the same continent, users can share between email account, mobile phone accounts and third-party accounts.
8.Use one account in different phones/ tablets
A: We don’t suggest to use the same account on different phones or tablets. For security issue, each time you can only log in your account in one device. Please register other accounts to share.
9.The App shows "Network Unavailable"
A: Please complain to the network operator. Ask them why cannot parse these two domain names: cn-long.coolkit.cc and api.coolkit.cc. Let them parse the two domain names.
10.Device auto turn on/off
A: 1.Please check if you have shared it to other users. Other users can turn on/off the device you shared. You may have created timers or scenes to trigger on/off the device.
2.Delete your device from your account. Check if the model auto turn on/off by itself. If the problem persists, there may be a hardware problem. Please contact seller for return & exchange
11.Schedules or timers don’t work
A: 1.The preset timers can work normally as long as your model has power, even your network is disconnected. But you can’t see the device status changes on the App unless network is OK. Make sure when you creating the timers, your network is OK.
2.The model is powered off, and then the network disconnects. The timers will work if you power the model up and get network restored. But you can’t see the device status changes on the App until network is OK.
3.The model’s network is disconnected, and then it gets power off. The timers will work if you power the model up and get network restored. But you can’t see the device status changes on the App until network is OK.
If the above solutions can’t solve your problem, please click “Feedback” on the App to describe your problem in details and submit. Thanks very much for supporting Mangotek. We’ll try our best to help you.