Can't connect to server message

Answered

teresa.poindexter

• July 22, 2024 19:21
• Edited

I have a Snowman S15f and it saying it can not connect to the server. I've never had this problem before now. MAC 00250991DD48

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• 

  Blurams Support

  • July 24, 2024 09:48

  Dear Customer,

   

  Thank you for reaching out to us. I'm sorry to hear you're experiencing issues with your Blurams Snowman S15F device. Let's work through this problem together.

   

  ### Analysis:

  The error message indicates that your device is having trouble connecting to the server. This can be due to several reasons such as network issues, device settings, or server-side problems.

   

  ### Solution:

  1. **Network Connection:**

  - Ensure your internet connection is stable.

  - Verify your router is working correctly by connecting another device to the same network.

   

  2. **Wi-Fi Configuration:**

  - Make sure your device and smartphone are connected to the same 2.4GHz Wi-Fi network. The S15F does not support 5GHz networks.

  - Confirm that the Wi-Fi network name (SSID) and password are correct.

   

  3. **Device Restart:**

  - Restart your router.

  - Restart your Blurams device by unplugging it for a few seconds and then plugging it back in.

   

  4. **Re-add the Device:**

  - On the Blurams app, go to the device list, tap the “+” sign in the upper right corner, and follow the steps for Wi-Fi connection.

  - Press and hold the RESET button on the device until the indicator light changes to a blinking red light or you hear a beep.

  - Select the Wi-Fi network, enter the password, and scan the QR code with your device.

   

  5. **Check Indicator Lights:**

  - **Red light blinking:** Device is attempting to connect to the network.

  - **Green light blinking:** Device is trying to connect to the server.

   

  6. **Permissions:**

  - Ensure the Blurams app has location and network permissions enabled on your smartphone.

   

  7. **Firmware Update:**

  - Check if there is a firmware update available in the Blurams app ([Preferences/Settings] -> [Technical Info]).

   

  8. **Voice Prompts:**

  - Listen for any voice prompts from the device indicating connection issues. Follow the suggestions given by these prompts.

   

  ### Comfort:

  I understand how frustrating it can be when your device is not working as expected. Please know that we are here to support you, and we will do everything we can to resolve this issue.

   

  ### Information Request:

  Could you please provide the following details to help us further diagnose the issue?

  - The MAC address (you provided: 00250991DD48)

  - Your Blurams app login account

  - Your preferred email for follow-up communication

   

  Please try the steps above and let us know if the issue persists.

   

  Best regards,

  Blurams Support Team

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