Troubleshooting

Common issues

Why isn’t the device working after being powered on? The button and indicator are unresponsive.

1. Check the hardware in the following aspects:

   • Power supply.
   • Overheating.
   • High current.

2. Check if the device uses the correct module. Typically, different products use distinct firmware even if they use the same module model.

3. Check if you have modified the firmware configuration on the Tuya Developer Platform after you received the sample module.

   If you have modified the firmware configuration, you need to request a new sample module that is flashed with the updated firmware.

4. Check if the peripheral circuits such as the button, indicator, and switch match the configuration you set on the Tuya Developer Platform.

5. Contact the account manager responsible for sample module delivery to confirm if you have selected flashing the specified PID firmware to the sample module. If this option is not selected, your sample module is delivered with the pre-flashed firmware. That is why it cannot work properly.

6. If your issue still persists after following the preceding steps, submit a ticket with the details of your issue to request technical help.

Why can’t the device be paired?

1. Check if you have deleted this product accidentally on the Tuya Developer Platform. Make sure the pin for pairing matches the firmware configuration on the platform. And check if the pin level changes as expected when you press or release the button.
2. To trigger the reset, make sure you press and hold the button for the duration specified by the Reset Time in the firmware configuration on the Tuya Developer Platform. You can observe the indicator behavior to check if the device enters the pairing mode.
3. Make sure you have not used the 5 GHz Wi-Fi network for pairing. Try the AP mode to pair the device. Or use a different router or mobile phone hotspot to pair the device.
4. During the pairing process, monitor the VCC supply voltage with an oscilloscope for an underdamped waveform or a large ripple. The instantaneous current of the module increases in the pairing state, so make sure the load capacity of the power supply works fine.

Why doesn’t the push notification show on the phone?

• Check if you have enabled and set the push notification feature on the Tuya Developer Platform. Go to the Operation module on the platform to review the DP reporting history and determine if the preset condition for push notifications has been met.
• Check if App Notification is enabled in Settings on the SmartLife app. Open the phone’s system settings and check if notifications for the target app are allowed and if all the notification options are turned on.
• When the notification triggering condition is met, check if an alert shows in the Message Center on the app.
• Try using a different mobile phone to test the push notification. If your issue still persists after following the preceding steps, submit a ticket with the following information to request technical help.
  • Virtual ID: Open the device panel on the app and tap the icon in the top right corner. Tap Device Information and copy the Virtual ID.
  • App account: The account to log in to the app.
  • Information about the phone: Take a screenshot of the About Device page in the phone’s Settings.
  • Time: Go to Me > Message Center > Alert on the mobile app and take a screenshot.

Product issues

Why doesn’t the status displayed on the app panel match the actual one?

• Check if the pin configuration for the contact sensor is correctly set on the Tuya Developer Platform. For example, active low means that when the pin is pulled down, the contact sensor is open.
• If the pin configuration is correct, use an oscilloscope to measure the level of the pin for sensor status when the sensor is open and closed.

Why is the power consumption higher than expected?

Make sure you have enabled the configured pins. For unused pins, you must set them to empty. Otherwise, the device might fail to enter sleep mode, resulting in high power usage.