→Troubleshooting 5- with Wi-Fi connection

If the customer has the below issue, please send the "20200318 Samsung Wi-Fi Service_Troubleshooting.pdf" to the customer.

Issue list

1) If the customer cannot register the door lock to the router - keep failing

2) The door lock was registered, but keep losing the connection

3) The door lock status is not available from the web site and not controlled properly.

Main things to check

1) Wi-Fi signal

2) Router setting - Security setting

3) Mobile data connection with the mobile phone

If the issue is not resolved after the customer tries with the troubleshooting guide, we need to get more information to inform Samsung HQ.

1) Customer's ID

2) Customer's phone number used to create the ID

3) Mobile phone information : brand / model / OS version

4) Router information :brand / model / Security setting option

5) Door lock information: serial number / Mac address