If you can't connect your Molekule device to the network and complete the setup process or if your Molekule regularly drops its app connection after setup, check for the following items:

Initial Checklist

What type of phone are you using?
Molekule is compatible with Android (5.0 and up) and iOS devices (iOS 9.0 or later).

Do you have the latest version of the Molekule app?
The latest version is 1.6.2, released February 25, 2019. To download or update the app if you've previously downloaded it, visit the Google Play™ store or App StoreⓇ.

Do you have the latest firmware version?

The latest version is 8.08 and was slowly rolled out to customers starting March 20, 2019. To check or update the firmware on your device, see this helpful article.

Is your WiFi and Bluetooth enabled on your phone?
Check on your phone to verify if WiFi and Bluetooth are turned on. Look for the WiFi Network and Bluetooth options under Settings on most phones.

Are you located near the Molekule device or do you have a low WiFi signal strength? 

We recommend being within 10 feet of the Molekule device during setup. Each device has its own sensitivity to WiFi signal strength. We suggest you move your Molekule to a different part of the room where the signal is generally stronger and see if the device can connect.

Is your WiFi connection working as expected?
Check to see if other devices besides Molekule, such as your phone or laptop, are connected to the internet and working.

Are you using a 2.4GHz network for your router or access point?
Molekule only connects to a 2.4GHz wireless network. Note that some routers are capable of 2.4GHz but have it disabled by default. Please consult your router documentation for details specific to your router. 

Is Wifi and Bluetooth enabled on your Molekule?

By default, your Molekule automatically has WiFi and Bluetooth enabled.

1. Wake up your Molekule display by tapping it once.
2. Touch and hold the screen at the center for 10-15 seconds. Please use your full finger and not just the tip of your finger.
3. A secondary screen will appear. If the screen that appears says TAP TO ENABLE CONNECTIVITY, your Molekule does not have WiFi and Bluetooth enabled. 
4. Tap on the screen to enable connectivity.
5. When asked for confirmation again, tap CONFIRM on the screen.
6. The device will display "resetting now" and automatically reboot with WiFi and Bluetooth re-enabled.
7. Try connecting your device again via the app.

Is your WiFi network hidden?
To connect to a hidden network, you will have to enter your network information manually.

1. Select    from the top left in the app.
2. Click on SETTINGS and then WiFi NETWORKS.
3. Your device will now show you a list of all available WiFi connections.
4. Click on OTHER which should appear as the last connection. If you do not see it immediately, scroll to the bottom of the available connections.
5. Manually enter all the information needed to find your hidden network. Please ensure that you select the right security type for your hidden network.
6. Click on JOIN NETWORK.

Are you entering the correct WiFi password? 
Ensure you've selected the correct WiFi network. You can see the entered password by clicking on the "eye" icon while entering the password.

The Molekule app uses WPA2 as a security type for your WiFi credentials, which is an industry standard. If you are using a different security type, please try entering the WiFi details manually by selecting OTHER from the list of WiFi networks and then entering the WiFi information. 

1. Log into your account on the app.
2. Select    from the top left.
3. Select DEVICES.
   
   
   
4. Select ADD DEVICE.
5. Select PAIR. The app will search for all Molekule devices near you.
    
   
   
6. Select the device you want to connect and click on NEXT.
7. The app will now pair with your Molekule device over Bluetooth. 
8. Continue following the WiFi setup instructions in the app.

Hotspots may be configured on a smartphone or tablet with a mobile network data plan to allow Internet access to other devices via Bluetooth pairing or if both the hotspot device and the device/s accessing it are connected to the same Wi-Fi network.

To learn how to setup a mobile hotspot, we recommend visiting your mobile provider for details.
AT&T
Verizon
Sprint

General Troubleshooting

If you've checked for all the items on the initial checklist and still can't connect, try each of the troubleshooting steps outlined below. If one step fails to connect your Molekule to WiFi, we recommend trying it 2-3 more times before moving to the next troubleshooting option.

A. Quit and Reopen the App

1. Fully close out of the app.
2. Reopen the app and select    from the top left.
3. Attempt to connect to your WiFi network (Settings > Wifi Networks).
    
   
   
4. Wait a few seconds to allow the Molekule to connect. 
   
   
   
5. Return to the home screen to manage the device.
   
   
   
6. Repeat steps 1-5 if you see the error message and the device is still not connected.
   
7. If the home screen continues to show an error message after 2 attempts, remove the selected WiFi network from the Molekule app after step 4 and try the power cycle troubleshooting instructions. 
   
   

B. Power cycle your Molekule.

1. Unplug your device from the power outlet.
2. Plug the device back in after waiting 10 seconds.
3. Once the device powers on again, the device may ask "Did I move?" If it does, select "no".
4. Try connecting to your WiFi network again via the app.
5. If the home screen continues to show an error message after 2 attempts, try the delete device troubleshooting instructions. 
   
   

C. Delete device from the Molekule app.

1. From the app, select    from the top left.
2. Select SETTINGS.
3. Select TECHNICAL INFO.
   
   
   
4. Scroll to the bottom and select DELETE DEVICE.
   
5. When prompted with "Are you sure you want to remove this device?" message, select YES.
6. Add the device again by selecting    from the top left.
7. Select DEVICES.
8. Select ADD DEVICE.
9. Continue with the pairing and WiFi network instructions provided in the app.
10. If the device is still unable to connect after 2 attempts, try the reset troubleshooting instructions. 
    
    

D. Reset your Molekule

1. Before resetting, delete the device from the app.
2. Press your thumb/finger on the display and hold for 10-15 seconds.
3. A secondary screen will appear showing TAP TO DISABLE CONNECTIVITY. 
4. Swipe right once and the TAP TO RESET DEVICE screen will appear, Tap the screen.
5. Then tap the CONFIRM button.
6. The device will then reboot.
7. Add the device in the app again by selecting    from the top left.
8. Select DEVICES.
9. Select ADD DEVICE.
10. Follow the steps to pair with the device and setup the WiFi connection.
11. If the device is still unable to connect after 2 attempts, please contact us.

When contacting Customer Support, please be prepared to tell us a little more about your home network (router make and model, WiFi setup, access points, etc.). We can be reached by clicking here or by calling (855) 999-9069.