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My device had function failure?Button on plug doesn't work to turn on/off?Device can not turn off via the App?The device can only be turn on and cannot be turn off?Why the device can be controlled in the same network but can not be controlled in different networks?Why can't App manage the Bluetooth controller?My Smart device was not respond, it was uncontrollable?I have used a Bluetooth mesh gateway, but why does my Bluetooth mesh device does not execute commands?My network is fast and stable, but when using the App to control the device, the device latency is always high?What should I do if the App fails to control the device?
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Help CenterDevice Management and ControlDevice TroubleshootingAbnormal Device Control & Response

Device can not turn off via the App?

Troubleshoot device turn off issues via App

Dear user. Please check in the following ways:

  1. Please check the device box or product manual, and make sure that the App recommended is our App. If it is not, compatibility problems are likely to occur, resulting in the situation that the device can only be opened and cannot be closed after the device is successfully added.

  2. If your device is a low-power device such as a sensor or devices that use batteries, it cannot be turned off. If you do not need it to continue working, please remove it from the App or completely power off the device.

  3. If it's not a low-power device. Please reset the device to factory setting and add it again. Then check whether you can turn off it by App. If you still cannot turn off it, please use the physical button and check whether you can turn off it.

  4. The smart device still needs very little power after you turn it off remotely. This is to maintain the connection to the network so that you can turn it on and operate it remotely when needed. If you need to turn off the smart device completely, you need to manually cut off the power of the device.

If you still cannot turn off it, please use the physical button and check whether you can turn off it. If you cannot turn off it by the physical button, please contact the manufacturer to check the hardware. Thanks for your understanding and support.

Button on plug doesn't work to turn on/off?

Troubleshoot plug button issues

The device can only be turn on and cannot be turn off?

Troubleshoot device that can only turn on but not off