Troubleshoot Problems

Common problems

Why do the device button and indicator not respond after power on?

1. Check hardware to see whether the power supply of the module is normal and whether the device is overheated or under overcurrent conditions.

2. Check whether the module with the correct model and firmware is used. The modules of the same model might vary in firmware when they are used on different products.

3. Check whether firmware configurations are modified on the Tuya Developer Platform after the sample module is received.

   If firmware configurations are modified in Check item 3, you need to request to ship the sample module again.

4. Check whether the pins of peripheral circuits, such as buttons, indicators, and trigger switches, are configured in the same way as on the Tuya Developer Platform.

5. Contact Tuya’s account manager to check whether the firmware for the specified PID is flashed before the sample is delivered.

   If the specified PID is not flashed, the module is delivered with the pre-programmed firmware. This module cannot work as expected.

6. Submit a ticket with a detailed description of the problem to request technical support.

Why cannot a device be paired as expected?

1. Confirm whether the product is deleted accidentally from the Tuya Developer Platform. Check whether the pins for triggering pairing are configured in the same way as on the platform. Check whether the level on the button pin of the module changes as expected when the button is pressed or released.

2. Check whether the reset button is pressed and held for the period as specified on the platform. Check whether the indicator is flickering to indicate that the device is pending pairing.

3. Check whether the device enters the pairing status on the app.

   Check whether a gateway is used if devices that communicate over Bluetooth Low Energy (LE), Bluetooth mesh, and Zigbee can be connected only through the gateway.

4. Use an oscilloscope to check whether the VCC power supply ripples of the module are excessively large or drop during the pairing process. The instantaneous current of the module increases during the pairing process. Make sure that the load capacity of the power supply is normal.

Why cannot alerts be sent to the notification bar of the mobile phone?

1. Check whether alerts are set on the Tuya Developer Platform and whether alerts are enabled. Check whether the records of reported DP data in the Operation module of the platform meet the requirements to set alerts.

2. Check whether push notifications are enabled on the app. Check whether app push notifications are enabled for the mobile phone operating system.

3. Check whether the message center of the app shows alerts after the target DP status is triggered and reported.

4. Use different mobile phones to test the alerts. If the alerts are not received by certain mobile phones and the preceding items are checked, provide Tuya with the following information to request technical support:

   • Device virtual ID: Tap the top right corner of the device panel to view the device information, and copy the device virtual ID.

   • App account information for login.

   • Mobile phone information: Take a screenshot of mobile phone information. For example, go to Settings > About Phone on the mobile phone to view this page.

   • Alert time: Take a screenshot of the alert time. For example, go to Me > Message Center > Alarm on the app to view this page.

Product problems

Firmware

• In the no-code development solution, the temperature and humidity sensor module needs to pass the firmware flashing and production test. Then, the device must be powered off and on and restarted before it can be used expected.
• In the no-code development solution, the I/O information for the module firmware must be configured without multiplexing. The functional I/O settings must be separated from the production test I/O settings.
• In the no-code development solution, the basic state trigger pins are GPIO. Specific product design can be adjusted as needed.
• In the case of low battery, the device will repeatedly report data that might have faults. If so, we recommend that you replace the battery at the earliest opportunity.
• During the production test, the device is powered off and on and then initialized. If the indicator thus flickers, certain errors have occurred.

Hardware

• The smart temperature and humidity sensor is sensitive to heat sources and water vapor. It must be isolated from other elements on the PCB, especially heating components. The vents must be as large as possible to ensure excellent ventilation.
• Multiple types of sensors are optional. Deviations in the measurement result exist among these types. For more information, see the datasheets of the sensor chips.
• After firmware flashing and authorization, the device must be powered off and on before it can be paired properly.
• The projection area (from top to bottom) of the module antenna is recommended to be hollowed out. The distance between the antenna and the enclosure must be at least 1 mm.
• If the device is powered by a battery, a battery separator is recommended, or the battery is not pre-installed.
• When the PCBA matches the structure, avoid stress on the PCBA. Otherwise, device performance might be affected. For example, power consumption might be increased.
• This product is an ordinary consumer product and cannot be used as an industrial or dedicated temperature and humidity measuring instrument.