Note:  The Gateway does not support 5GHz networks or non-password protected Wi-Fi hotspots.

Phone Lost Connection – during initial set up the phone must be within 5-feet of the Gateway while connected to the Atom. 

  1. Password Incorrect error – make sure the Wi-Fi password is correct.  

    1. After entering, you can click on the eyeball icon in the password field to view what was entered

  2. Still getting password error – confirm the password they are using allows you to connect to Wi-Fi on the phone.   

    1. Go to phone settings

    2. Click the details of the Wi-Fi network you are using,

    3. Click “Forget Network”

      1. The network will reappear in the available networks, click it to reconnect

      2. If it does not connect, the password being used is incorrect

 

Gateway belongs to another account – 

It is not recommended to set the Gateway up prior to going on site.   

  1. It would require access to consumers account credentials such as email to receive email validation and customer to validate

  2. It would require a Wi-Fi network reset to reconnect to the customers Wi-Fi

Once Gateway is attached to an account it cannot be added to another, UNLESS the Gateway is removed from the original account it is was setup on, first

  • IOS:  Click “Advanced” under the Gateway, then select “Remove”

  • Android:  Press and HOLD the Gateway icon, remove option will appear; click “Remove”

     

  1. If unable to log-in to original account, refer to SWF App Account Assistance to get original credentials, then select “forgot Username” or “forgot password”

  2. If unable to access original account

    1. App:  On the main account screen or login page, click on “?” Icon – this will generate an email template – be sure to fill in all information requested, note: responses can take up to 24 hours

    2. Email:  motorization.support@springswindowfashions.com, note: responses can take up to 24 hours.

    3. Phone: 1-800-221-6352 - Monday – Friday 8:30 - 6:30 pm (eastern)


 Gateway is not staying connected - Gateway not staying connected to Wi-Fi after set-up 

The LEDs on the Gateway will flash blue while not connected to a Wi-Fi network. after entering in Wi-Fi credentials, the Gateway should establish connection and the LED will turn OFF

  1. If not, it could be range to router/stable Wi-Fi network  

  2. Try moving the Gateway to a different location.   

  3. User should be 3-5’ from Gateway during set up. 

 

Change Wi-Fi in the Gateway to a new Wi-Fi network.

  1. Double tap the Gateway programming button, it should start flashing blue and broadcast its Atom (ATOM_XXXXXXX) 

  2. Select + (add new gateway) from main screen

  3. Follow prompts for setting the Gateway up to the new Wi-Fi network

Note: If the user has not removed the Gateway from the account prior to the Wi-Fi network reset, the app will give an error, that this Gateway already belongs to an account. Just click OK, the Gateway will have saved the new Wi-Fi credentials

 

Resetting Gateway and Z-Wave network (start over from scratch):

  1. Remove gateway from account

    1. IOS:  Click “Advanced” under the Gateway, then select “Remove”

    2. Android:  Press and HOLD the Gateway icon, remove option will appear; click “Remove”

  2. Reset Gateway

    1. Press and hold the Gateway programming button for more than 10 seconds.  

    2. After a successful reset, you will see LED activity, whether solid blue or blinking while it resets. 

    3. The reset process to complete could take up to 3-5 min. max. 

    4. When the Gateway LED is blinking blue, and the Atom_###### network is showing as a Wi-Fi network in the phone Wi-Fi settings, the reset is complete

  3. If adding New Gateway:

    1. If adding a new Gateway, select + (add new gateway) from main screen

    2. Follow prompts for setting the Gateway up to the new Wi-Fi network and registering the Gateway to the account


Additional Support:

  • App:  On the main account screen or login page, click on “?” Icon – this will generate an email template – be sure to fill in all information requested, note: responses can take up to 24 hours

  • Email:  motorization.support@springswindowfashions.com, note: responses can take up to 24 hours.

  • Phone: 1-800-221-6352 - Monday – Friday 8:30 - 6:30 pm (eastern)