EWPE Wi‑Fi App – Troubleshooting and Setup Guide

⚠️ Customer Safety Notice

This article contains general information intended for homeowners, occupants, technicians and installers.

Installation, servicing, repairs, electrical work, gas work and refrigerant-related work must only be carried out by appropriately qualified and licensed personnel.

Before performing any checks or maintenance, ensure the equipment is switched off and safe to access. Do not remove covers, enter roof or ceiling spaces, work at heights or attempt repairs unless you are qualified to do so.

If in doubt, contact an authorised service agent or licensed tradesperson. Safety must always take priority.

Purpose

This guide supports technicians and installers in resolving common issues encountered when setting up devices using the EWPE Smart App. It includes practical troubleshooting steps, router compatibility requirements, mobile hotspot testing, Bluetooth troubleshooting and a simplified error code reference.

Ensure you are using the latest version of the EWPE App

Quick Checks Before You Start

Before troubleshooting, confirm the following:

✅ Phone or tablet is connected to a 2.4GHz Wi‑Fi network

✅ Bluetooth is enabled

✅ Location permissions are enabled for the EWPE App

✅ Mobile data is disabled during setup

✅ Wi‑Fi module has been reset correctly

✅ EWPE App permissions have been approved in device settings

✅ Router is not operating in WPA3-only mode

✅ Router AP Isolation (Privacy Isolation) is disabled

✅ MAC Address Filtering is disabled

✅ WMM (Wi‑Fi Multimedia) is enabled

✅ Wi‑Fi password is entered correctly

✅ Wi‑Fi password preferably contains letters and numbers only

✅ Wi‑Fi password is 16 characters or fewer where possible

✅ Wi‑Fi module is within approximately 10 metres of the router

✅ Correct Wi‑Fi module is fitted and connected to the correct controller PCB port

✅ Wall controller and Wi‑Fi module have been reset and paired within the required time frame during commissioning.

Common Setup Scenarios and Solutions

1. Device Hotspot Not Detected

Checks

• Ensure the unit is powered on.
• Perform a Wi‑Fi reset.
• Check for a hotspot such as:
  • GR-AC-XXXX
  • GR-Z Control
  • An 8-character alphanumeric code such as 8ab23456
• Power cycle the controller and Wi‑Fi module if required.
• Verify the Wi‑Fi module is connected to the correct port.
• Confirm the correct Wi‑Fi module is being used for the product.

If Still Not Visible

• Disconnect power for 10 seconds and restore power.
• Reset the Wi‑Fi module again.
• Replace the Wi‑Fi module if no hotspot is broadcast after confirming wiring and power.

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2. App Fails to Connect to Device

Checks

• Confirm the phone is connected to the device hotspot.
• Disable mobile data during setup.
• Toggle Bluetooth OFF and ON.
• Close and reopen the EWPE App.
• Confirm Location Services permission is enabled for the app.
• Verify the Wi‑Fi password has been entered correctly.

Router Compatibility

If using a Wi‑Fi 6 router:

• Change encryption to WPA2-PSK or WPA/WPA2 Mixed Mode.
• Do not use WPA3-only security during setup.

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3. Device Not Communicating with App

Router Settings to Check

• Disable AP Isolation / Privacy Isolation.
• Disable MAC Address Filtering.
• Enable WMM.
• Ensure DHCP allows sufficient connected devices.
• Ensure the router is broadcasting on 2.4GHz.
• Disable Band Steering where possible during setup.
• Add the Wi‑Fi module MAC address to the router whitelist if required.

4. Device Appears Offline

Check the Following

• Reconnect the phone to the home Wi‑Fi after setup.
• Confirm internet access is available.
• Verify the Wi‑Fi password.
• Ensure password length does not exceed 16 characters where possible.
• Verify DHCP device limits have not been exceeded.
• Confirm adequate signal strength between the router and Wi‑Fi module.
• Test using a mobile hotspot.

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Recommended Router Settings

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Mobile Hotspot Test (Recommended Diagnostic)

This is often the quickest way to determine whether the problem is with the customer's router or the Wi‑Fi module.

Step 1

Use Phone A to create a 2.4GHz mobile hotspot.

Step 2

Connect Phone B to the hotspot.

Step 3

Open the EWPE App on Phone B.

Step 4

Attempt setup again.

Results

Setup Successful

The issue is likely related to:

• Router configuration
• WPA security settings
• AP Isolation
• MAC Filtering
• DHCP limits
• Band Steering
• Network environment

Setup Unsuccessful

Possible causes include:

• Faulty Wi‑Fi module
• Incorrect module wiring
• Incorrect module selection
• Product communication issue

Further investigation may be required.

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EWPE App Permission Issues

Some phones and tablets may block communication between the EWPE App and the device.

Check the Following

• Open App Settings.
• Confirm Bluetooth permissions are enabled.
• Confirm Location permissions are enabled.
• Confirm Nearby Device permissions are enabled (if applicable).
• Turn permissions OFF and ON again.
• Restart the app and retry setup.

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Bluetooth Setup Tips

• Ensure Bluetooth is enabled.
• Ensure Location Services are enabled.
• Close and restart the EWPE App.
• Toggle Bluetooth OFF, wait 3 seconds and turn it back ON.
• Reset the Wi‑Fi module and recommence setup if errors persist.

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Braemar Product Connection Issues

The following issues have been identified during field troubleshooting:

Incorrect Wi‑Fi Module

• Incorrect module part number fitted to the system.

Incorrect Port Connection

• Wi‑Fi module connected to the wrong PCB communication port.

Poor Signal Strength

• Router excessively far from the Wi‑Fi module.
• Structural materials causing communication interference.

Pairing Time Exceeded

• Wi‑Fi module or wall controller not paired within the required commissioning timeframe.

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Simplified Error Code Reference

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Multi‑Device Access (Two Phones Logging Each Other Out)

Symptom

One mobile device remains logged into the EWPE App while another device is automatically logged out.

Cause

The EWPE platform associates each air conditioner with a cloud account. Using different accounts for the same device can result in ownership conflicts and logouts.

Option A – Use the Same EWPE Account (Recommended)

1. Select one account as the primary account.
2. Log in to all devices using the same account.
3. All users can then access the system simultaneously.

Option B – Use Device Sharing

If supported by the app version:

1. Add the device using the owner account.
2. Open the Share Device function.
3. Invite additional users.
4. Accept the invitation on the secondary device.

Option C – Re‑Pair the Device

If issues continue:

1. Update the EWPE App.
2. Remove and re-add the device.
3. Reset the Wi‑Fi module.
4. Confirm the router is operating on 2.4GHz.
5. Confirm the Wi‑Fi password contains standard letters and numbers.

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Technician Notes

• Multi-device logout issues are typically cloud-account related and are not a product fault.
• Always confirm which EWPE account the customer is using.
• Recommend a shared household account where practical.
• If multiple SD, ZD and LY errors occur during setup, perform the mobile hotspot test before replacing components.
• If the unit successfully connects through a hotspot, the issue is typically the customer's router or network environment rather than the Braemar controller or Wi‑Fi module.

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Quick Checklist

Always, confirm:

✅ Wi‑Fi module reset completed

✅ Bluetooth enabled

✅ Location services enabled

✅ Correct Wi‑Fi password entered

✅ Connected to 2.4GHz Wi‑Fi

✅ WPA2 security used

✅ AP Isolation disabled

✅ MAC Filtering disabled

✅ Mobile hotspot test completed

✅ Correct module and wiring verified

✅ Signal strength between router and module acceptable

✅ EWPE App permissions approved

Completing these checks resolves most EWPE commissioning and connectivity issues before further support is required.

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