--- title: Why is my PIXIE app not connecting when opened? description: As there are two Apps for PIXIE this will depend on the version of App you are using. SAL PIXIE App users will not have a PIXIE Gateway and therefore will not have voice control or out of home control… url: "https://pixiepartners.com.au/support-docs/why-is-my-pixie-app-not-connecting-when-opened/" updated: "2024-04-19" category: Home Owner --- # Why is my PIXIE app not connecting when opened? As there are two Apps for PIXIE this will depend on the version of App you are using. SAL PIXIE App users will not have a PIXIE Gateway and therefore will not have voice control or out of home control PIXIE PLUS App users will have a Gateway.   ## General Connection Conditions No matter which app you are using, the PIXIE Apps need to be able to find either a PIXIE Bluetooth mesh device or a PIXIE Gateway. - - For Bluetooth mesh this means being with range of a PIXIE hardware device which is part of your home - With PIXIE this means being within 5 metres of the devices during the initial setup phase and then within 10-15 metres - depending on the building materials, architecture and total number of PIXIE devices installed. - - For the PIXIE Gateway this means that BOTH the PIXIE Gateway on site and your mobile device ( wherever you are ) both must have access to the internet - - Note for PIXIE PLUS users if the PIXIE Gateway is unreachable via the internet BUT you are in the home where the PIXIE devices have beed added to your home, then you will still be able to connect to the mesh via Bluetooth mesh   ## SAL PIXIE USERS There are a few different use cases explained below. In all cases STEP 1 is to be sure the PIXIE device operates as expected when manually controlled. That is, when you press the button does it work?   ### New home cannot find devices If  you've just installed the PIXIE devices and you cannot find one or more of them in the app here are some guidelines. 1. **1) Are you close enough to the device you are trying to add?** Remember as you add more devices the mesh network grow, but prior to the devices being added to the App they do not provide a mesh network. Only once added to the app do they add to the network expanding effect. You may need to walk around the home into various areas to 'collect' all devices during scan and re-scan. 2. **2) Have the devices been used before OR did someone else already claim them in their App?** If the devices have already been added by another user on their app ( which may have a different PIN CODE to the home you have just setup), then you will either not find them or not be able "ADD" the devices to your home. In this case you can reset the devices by pressing the button 9 times quickly within 2-3 seconds.   **NOTE:** *This will remove all setting, factory resetting the devices and removing them from any other users App.*   ### Devices come and go 1. **1) In different parts of the home some devices are visible in the App and other are not**. This means your mesh network needs improving. You must either add more PIXIE devices or you can add one or more PIXIE Mesh Boosters between the challenged area. ***The recommended PIXIE Booster is the SGB3BTAS***: [https://pixiepartners.com.au/product/pixie-signal-booster-g3-sgb3btas/](https://pixiepartners.com.au/product/pixie-signal-booster-g3-sgb3btas/)   ### Device not operating from the wall Likely you will need your electrician to assist, but you may begin my turning off your electrical breakers to the electrical circuits of the impacted PIXIE devices, waiting for 10 -30 seconds and turning them back on and try again. If the device remains unresponsive from manual operation, please call your electrician.   ## PIXIE PLUS USERS As PIXIE PLUS can connected to the PIXIE mesh using either the gateway or Bluetooth mesh directly where you cannot connect is important.   ### Cant connect when not at home A lot of the fault finding, if you experience this issues, it is necessary to be at home! Or have some at home that can run through these questions. Alternatively when you do next go home, you can turn off your BLUETOOTH on your mobile device temporarily, which will force the PIXIE PLUS App to connect over the internet and simulate not being at home. This effectively stops your phone from using Bluetooth to connect to devices and means the Gateway must be used.   **A number of things to check here first:** 1. 1) Does you mobile device have internet connection? 2. 2) Does you home have internet connection? - You'll have to call someone at home to check. 3. 3) Is you modem, router working as expected? 4. 4) Have you turned your modem / router off and on to restart it? 5. 5) If the PIXIE gateway is connected via WiFi, is your WiFi network operating as expected for other devices? 6. 6) How many WiFi devices can your modem / router sustain simultaneous connection with and how many WiFI devices do you in fact have connected? Have you prioritised the PIXIE Gateway's WiFi connection in your modem / router? 7. 7) If using Ethernet cable plugged in... Is the cable still plugged into the PIXIE Gateway? Is it still plugged into the modem / router /switch at the other end? 8. 8) Do you have ANY red lights on your PIXIE Gateway? Each red light indicates a different fault condition - whether mesh, home network or internet - so this can provide some details of where to look next. 9. 9) In the PIXIE PLUS App, Home Management --> Home Name -->  Gateway Info ... Does this screen show Internet **"Success"** and Local Network **"Same as Phone"**? - Can you also see an IP Address? If not make sure your mobile device is connected to the same network as the PIXIE gateway and try again. The most important parts here are the Internet **SUCCESS.** 10. 10) Is the PIXIE Gateway firmware up to date? On the bottom of this Gateway Info page is there an **Update Available** message? Have you done the update?   **Remember the PIXIE gateway must NOT be mounted in a metal enclosure such as an AV rack or metal distribution board. The PIXIE Gateway transmits Bluetooth Mesh radio signals to the mesh network of PIXIE devices in the home and hence it must be able to reach at least one of those devices wirelessly reliably. Metal boxes limit and reduce radio transmission waves and ensuring the gateway is in 'open air' may be a simple way to improve connectivity.**   ### ### Delete and Re-add Gateway   **WAIT! Before you do this, turn the gateway off for 10 seconds, then turn it back on and see if it connects and rectifies the issue.**   If you believe you have checked all of these items and they all appear correct you can follow this process to remove and re-add the gateway to  your PIXIE Home. Remember this does not delete your home and all your settings, it simply removes the gateway and allows it to be re-added.   **STEP 1**: In the PIXIE PLUS App, Home Management --> Home Name -->  Gateway Info **STEP 2**: Press the 3 little dots in the top right hand corner and select Delete **STEP 3**: Once the app confirms it is deleted AND the gateway has all lights flashing red continuously you are ready for the next step. **STEP 4**: In the PIXIE PLUS App, press the 'add gateway' icon on the screen. The App will scan and find the gateway you just reset. If it doesn't, wait for 60 seconds and try again. Now follow the process to re-add the gateway. If this process is unsuccessful likely one of the other 10 issues listed above is the problem - that is, its related to your internet and internet network devices or setup.   **This may also help:** > [Why wont my PIXIE Gateway connect to my WiFi network?](https://pixiepartners.com.au/support-docs/why-wont-my-pixie-gateway-connect-to-my-wifi-network/) [“Why wont my PIXIE Gateway connect to my WiFi network?” — PIXIE Partners](https://pixiepartners.com.au/support-docs/why-wont-my-pixie-gateway-connect-to-my-wifi-network/embed/#?secret=jjq1PLy9Pp#?secret=6YiCdcSlaO)     ### Can't connect when at home Best to look at the recommendation of the SAL PIXIE App above for guidance. This information below may also assist. - - If you turn off your WiFi from your Mobile device then the APP will be forced to use Bluetooth mesh for connectivity - - Likewise if you turn off your Bluetooth on your mobile device and leave WiFi on, this will force the app to connect via WiFi / Internet   Changing these 2 settings is a simple way to identify where the issue is - Bluetooth Mesh or Internet connectivity.   **This may also help:** > [Why does my PIXIE system not work reliably?](https://pixiepartners.com.au/support-docs/why-does-my-pixie-system-not-work-reliably/) [“Why does my PIXIE system not work reliably?” — PIXIE Partners](https://pixiepartners.com.au/support-docs/why-does-my-pixie-system-not-work-reliably/embed/#?secret=SlRtq4M0Ii#?secret=qrH3TrBHSw)     ---