How to troubleshoot when fail to configure the Kasa device

Authored by: Support.com Tech Pro Team

1. Introduction

How to troubleshoot when fail to configure the Kasa device

2. Resolution

 Ensure to download the correct App, Get the Kasa Smart app from the App Store or Google Play. 

Please select the appropriate Issue

3. Solution

Step 1 Please double check your phone has connected to your main router’s Wi-Fi and can access the internet.

Step 2 Force close the Kasa APP and launch it again, wait a few more seconds to see whether you can go to the next step to connect the smart Wi-Fi.

4. What's Next

If you were not able the resolve the issue with the solutions provided contact the manufacturer and assist the customer

5. Solution

1. Unable to Connect to Your Smart device Wi-Fi
2. I cannot see the Kasa device’s Wi-Fi on the Phone
3. Ask for a password when connecting to the smart device’s Wi-Fi

Step 1 Check the LED status of the device and make sure it’s in config mode. Otherwise, reset the device

For Smart Plug/Switch, the Wi-Fi light blinks orange and green means it’s in Config mode.

For Smart Bulb, it will be flashing 3 times to show it’s in Config mode. 

Step 2 iOS: Go to "Settings" to connect the Wi-Fi manually;

Android: It can connect to the network automatically, but if it fails to connect, please go to "Settings" to connect to it. Once it’s connected, please go back to the Kasa app and click on "Try Again".

Step 3 Click on "Settings" on your phone, find our APP on the list and enable the "Local Network" option. Reopen our APP and try again.

If can't find "Local Network" permission, please go back to APP and click "I’ve already given Local Network Permission".

Step 4 Make sure you choose the correct model and right wireless network to connect to, which SSID should be-Link_Smart Plug_XXXX’or ‘TP-Link_Smart Bulb_XXXX’. (check the MAC Address on the label which is in line with some part of the network name).

Step 5 Make sure there is no VPN or VPN software like Lookout, and AdGuard on the phone. If there is a VPN running, turn off the VPN on the phone.

Step 6 Use another phone to try again.

Step 7 Some phones prefer to connect to a remembered network instead of an unsecured network, in this case, please forget the profile of the remembered network first.

6. Solution

Can’t find the Wi-Fi name of the home network.

Step 1 Signal strength of your home network should be adequate, move the device closer to your router if not.

Step 2 If it doesn’t display the Wi-Fi name of the router automatically, please choose “I can’t find my network”, then click on “Try Again” to refresh the Wi-Fi list.

Step 3 If the router’s SSID is hidden, please choose “Join Other Network” to manually input the SSID and password.

Step 4 Make sure your home Wi-Fi network is an encrypted 2.4GHz Wi-Fi network, Kasa device does not support a 5GHz Wi-Fi network, and they cannot connect to an unsecured Wi-Fi network.

Step 5 Change the channel of your primary router’s 2.4GHz to 1,6,11.

Step 6 If your router supports “Band Steering”, please disable this function or 5G network.

Step 6 Change another phone or tablet to check again.

Step 7 Reset the Kasa device and try again.

7. Solution

1. Can’t get through the connecting process
2. Stuck at the last step after creating the icon

Step 1 Wait for 15 seconds and then check the LED status. (Only for smart plug/switch)

For the smart bulb, click "Exit Setup" to exit setup, go to the Devices page on the Kasa app to see whether you can control the bulb, if yes, go to the Device Settings page to change the device name and icon. If not, please go to Step 2.

1. Wi-Fi LED is solid Green or Blue

If the Wi-Fi LED is solid Green or Blue, indicating the network connection has been established, please DO NOT click on "Restart Setup". Just force to close Kasa APP and launch it again, wait a few more seconds to see whether the device is working.

You can change the device name and icon on the device settings page later if the Kasa device is configured successfully.

If the Wi-Fi LED is solid Green or Blue, but you can't find the Kasa device on the "Devices" page, please contact your router support to check if it has enabled the "AP Isolation/Client Isolation" function and change the router’s DNS to 8.8.8.8 and 8.8.4.4.

2. Wi-Fi LED is NOT solid Green or Blue

Please go to Step 2.

Step 2 Ensure the router’s Wi-Fi signal strength is strong, and your phone is connected to the same home network as the Kasa device now. If not, please move your device closer to the router.

Step 3 Confirm the Wi-Fi password of your router. Configure the Kasa device again if the Wi-Fi password you typed in is wrong.

You can refer to the instruction below to forget the router’s Wi-Fi and connect again to confirm the password.

The password length can’t exceed 64 characters and confirm the password does not contain characters such as single and double-quotes.

Step 4 Change another phone to have a try.

Step 5 Contact your router’s support and switch the Wi-Fi encryption method to WPA2+AES.

Change the wireless channel to 1, 6, or 11 and the channel width to 20MHz of the router, and configure the smart device again.

If still can not connect to the wifi network, you may try to turn off the 5G on your wifi router to have a try.

Step 6 For dual-band or Mesh router, use a different SSID (Wi-Fi name) for the 5Ghz band from 2.4Ghz or temporarily turn off the 5Ghz band.

If 5ghz can not be disabled, try moving the router or smart device far away from each other to make sure the smart device connects to a 2.4Ghz wifi network. This is because 2.4Ghz wifi typically has a better range than 5Ghz.

8. Solution

Step 1 Ensure the router’s Wi-Fi signal strength is strong, and your phone is connected to the same home network as the Kasa device now.

Step 2 If the Wi-Fi LED is solid Green or Blue, indicating the network connection has been established. Just force to close Kasa APP and launch it again, wait a few more seconds to see whether the device is working.

For the smart bulb, click "Exit Setup" to exit setup, go to the Devices page on the Kasa APP to see whether you can control the bulb.

You can change the device name and icon on the device settings page later if the Kasa device is configured successfully.

In other situations, please refer to Case 4 to do further troubleshooting.

Step 3 Try a Simple name / Try Icon from Kasa APP, not choose from Album

Step 4 Change another phone to have a try.

Step 5 Reset the Kasa device and try again.