FAQ for Shelly Equipments
If you have a technical problem with a Shelly device purchased from us, please first read the technical knowledge base below to find the solution to your problem. About 95% of problems can be solved by the troubleshooting guide below .
Shelly device pairing issues
Did you enter the password correctly?
Shelly smart home devices, like most other smart home brands, are only compatible with 2.4 GHz WiFi channels and cannot connect to 5 GHz frequency channels, which are also offered by the latest router models.
So what is the difference between 2.4 and 5GHz channels? Why are there two different frequencies?
The 2.4GHz band is the "original" WiFi band, but in recent years new routers have dual-band support, also compatible with the 5GHz band. The advantage of 2.4 GHz is that the lower frequency provides WiFi coverage for longer distances, and the WiFi signal is not as affected by walls and floors. The 5 GHz band, on the other hand, offers more data bandwidth and has more channels to connect to, but has a limited coverage area on the downside. Also, the 2.4 GHz network it is more sensitive to interference from other wireless systems and can be congested in urban areas. Since smart home devices do not need high bandwidth, but rather greater coverage, the ideal frequency is 2.4 GHz, unlike mobile phones or notebooks, which appreciate high speed.
This is why smart home devices are normally equipped with WiFi chips that support 802.11 b/g/n standards, all using 2.4 GHz. Some routers use separate SSIDs for the 2.4 and 5 GHz bands, or can and should be configured to do so. If the same SSID is used for both the 2.4 and 5GHz bands, try disabling the 5GHz band on the router completely, at least while the smart home pairing is in progress. You can probably disable this band in your router's admin interface.
If the issue is not resolved, continue reading the next section below.
How many devices does your WIFI router support?
Cheaper or older generation routers (802.11n, 802.11ac) can only support a smaller number (like 10-20 pieces) of WiFi clients (devices) simultaneously. You need to check your router documentation for that. If this is your case, maybe your router has reached its maximum capacity with the number of connected devices, and the one you are just trying to pair is refused by the router. To avoid such problems, try as much as possible to migrate and the WIFI network to the new standard WIFI6 (802.11ax).
If the issue is not resolved, continue reading the next section below.
The Shelly app shows a successful WiFi connection, but DISCOVERED DEVICES does not show the new device.
Shelly devices (with WiFi only) have a 2-step pairing process: in a first step, you configure the Shelly device to connect to your local WIFI network with the ADD DEVICES feature of the app, and then it's a second step, the Shelly app finds the device on your local network (shows it in the DISCOVERED DEVICES screen ) and offers to connect it to your Shelly account. At the end of this second step, you are asked to select between local network mode or cloud connection modes. It may happen that the first step is shown by the application as successful, but the device then does not appear on the DISCOVERED DEVICES screen .
Here are the possible causes: Tip: You need to turn off the mobile data connection on your smartphone while pairing a Shelly device so that the only active network connection on the phone is the WiFi network. The app does not continuously monitor your local network for new devices, so please be patient for 1-2 minutes while scanning for new devices starts in the background. If the DISCOVERED DEVICES pop does not appear on the main app screen within 2 minutes, you can navigate to this screen from the app menu and manually start the search by tapping the SCAN button on the screen. You may want to run it again if the first scan fails to find the device. Closing and restarting the app and rescanning also helps. If nothing is found, we suggest you check your WiFi router's admin page for the list of connected devices and see if the new Shelly device has received an IP address from the router's DHCP server.
If you find the device on the network with a valid IP address, then you can use the "ADD DEVICE BY IP" function in the Shelly application menu to tell the application the IP of the device to start the second step of association with the Shelly account. If you find the device on the network with a valid IP address, but ADD DEVICE BY IP fails, and you also cannot open the Shelly device management page by entering the IP address in a browser, you most likely have a bad WiFi router setting. , which prevents communication between devices on your network. Open your WiFi router's admin page in a browser and look for the AP isolation feature, possibly in the Wireless Settings / Advanced Settings section, and disable it. This security setting allows connected devices to communicate with the router and the outside world of the Internet, but prevents them from talking to each other. Therefore, your phone has no way to find the Shelly device connected to the same network. If you don't see your Shelly smart device in the list of devices connected to your WiFi router, then your Shelly device couldn't connect to your WiFi router for some reason, regardless of what the app tells you about it.
Reset the device to factory settings and start pairing it again, but not in the ADD DEVICE app, but in the device management interface. Open your phone's WiFi settings and search for a WiFi network named like shellyxxxxx-78d345. Log in to it, you don't need a password. Ignore your phone's "No Internet Connection" error message and keep your WiFi connection. Open a browser and type http://192.168.33.1/ . This is the default address of all Shelly smart devices in pairing mode (WiFi AP). You will see a page in the browser very similar to the user interface of the Shelly Cloud application. Look for the INTERNET / SECURITY icon and tap it. Find the WIFI CLIENT section, enable it and enter the WiFi router's SSID and password. The device will reboot after saving the settings, connect to the WiFi network as instructed (and you will lose the WiFi AP and admin UI at 192.168.33.1 as it would have a different IP by now). Return to the app and wait for the device to appear in the DISCOVERED DEVICES screen.
If the issue is not resolved, continue reading the next section below.
The device connects to WiFi, but an error message says that it is already connected to another user account.
This has been a known issue since December 2021 and has affected a limited number of devices. Fortunately, the source of the problem and the solution are known, so it's easy to fix. Reason: So many Shelly devices have been manufactured so far that the unique device IDs are no longer unique because the factory may have run out of available IDs. You're out of luck pairing a device that has an ID already in use by another device elsewhere by someone else. To solve this problem, Shelly made the unique IDs much longer so that all devices have a unique ID again. To make a longer ID for the device already manufactured by a shorer ID, there is an easy way to make the IDs longer. Here's how: When the device is connected to WiFi, open a browser and connect to the device by entering its IP address (such as: http://192.168.1.55/), and the device management page will open. If there is a firmware update available for your device, install it. If the device is not yet paired to the WiFi network, then connect to the device's WiFi hotspot with your phone and enter http://192.168.33.1 in a browser to view the device's management interface. Edit the URL in your browser and add "/longifyid" so you have a URL similar to this: http://192.168.1.55/longifyid . Now press ENTER. Don't expect a new page to open, maybe all you get is a 404 error. But the device will change its unique ID, extend it, and reboot. You can close the browser window Do a factory reset with the button found on the device (see the manual how to do it). and start pairing again. You may notice that Shelly's WiFi AP name has become much longer. Adding to Shelly's account will now work.
If the issue is not resolved, continue reading the next section below.
WiFi connection is not stable
Some Shelly smart relays can operate not only from the 230 V AC mains input, but also from e.g. 12V DC or 24V DC power input. In such a case, if you experience WiFi connection problems, you should check whether the performance of the 12V or 24V power adapters is sufficient to operate the relay.
If the issue is not resolved, continue reading the next section below.
The Shelly app periodically shows the offline device
If the initial pairing worked fine, but later you experience connection problems and the device goes offline from time to time, first check if the device has the latest firmware. If not, update it. Please note that the Shelly Cloud app is provided to manage devices with active cloud mode. If the device is not connected to the cloud, it is not guaranteed that the Shelly Cloud app will work well. In such a case, consider managing the Shelly device via the web interface.
If the device is connected to the cloud and the problem persists even after the firmware update, check if the offline status is only shown in the app or if other connections are failing. You can reach a Shelly smart home device in 3 ways (when connected to WiFi in cloud mode): in the Shelly Cloud app, in the web browser user interface of the Shelly cloud service (https://my.shelly.cloud) opened from your PC browser or phone browser, use the same email address and password to sign in that you use in the Shelly Cloud app and when your computer/phone connects to the same local network as the Shelly device: you can also use the device's local IP address (eg http://192.168.0.55/) to open the management interface in a browser. The local IP address can be seen in both Shelly Cloud apps, but you can also check it on the WiFi router administrator. UI). If a Shelly device is offline in the APP, check the status on the Shelly cloud website and also by typing the local IP address in a browser (when connected to the same network). If so, then most likely you have a network problem with your phone and the device itself is online.
To troubleshoot the app connection problem:
- close the app and restart;
- clear the application cache;
- reinstall the app on your phone.