EWPE Wi-Fi App – Troubleshooting and Setup Guide


⚠️ Customer Safety Notice

This article contains general information intended for homeowners and occupants. 


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 is intended to support technicians and installers in resolving common issues encountered during the setup and configuration of devices using the EWPE Wi-Fi App. It includes practical troubleshooting steps, recommended router settings, and a simplified error code reference.


Common Setup Scenarios and Solutions

1. Device Hotspot Not Detected

• Ensure the device is powered on.

• Perform a proper reset (typically by holding the reset button until the indicator flashes or beeps).

• Look for a Wi-Fi network name such as `GR-AC-XXXX` or an 8-character alphanumeric code (e.g., `8ab23456`) in your phone’s Wi-Fi list.



2. App Fails to Connect to Device

• Confirm your phone is connected to the device’s hotspot.

• Disable mobile data during setup to avoid interference.

• If using a Wi-Fi 6 router, access the router settings and change the encryption mode to WPA2-PSK or WPA/WPA2 mixed mode.



3. Device Not Communicating with App

• Disable AP Isolation or Privacy Mode in the router settings.

• Disable MAC address filtering or add the device to the router’s whitelist.

• Enable WMM (Wi-Fi Multimedia) for optimal performance.

• Ensure the router is broadcasting a 2.4GHz signal (not 5GHz).



4. Device Appears Offline in the App

• Reconnect your phone to the home Wi-Fi network after setup.

• Check that the router is not exceeding its maximum number of connected devices.

• Verify the Wi-Fi password is correct and does not exceed 16 characters.

• If issues persist, test the setup using a mobile hotspot.



Recommended Router Settings

Setting

Recommendation

Wi-Fi Band

Use 2.4GHz only

AP Isolation

Disabled

MAC Filtering

Disabled or whitelist the device

WMM

Enabled

Password Length

16 characters or fewer

Broadcast Address

Enabled



Mobile Hotspot Test (Diagnostic Step)

1. Use Phone A to create a 2.4GHz mobile hotspot.

2. Connect Phone B to the hotspot.

3. Open the EWPE App on Phone B and attempt device setup.

4. If successful, the issue likely lies with the original router configuration.

 

Bluetooth Setup Tips

• Ensure Bluetooth is enabled on the mobile device.

• Restart the EWPE app and toggle Bluetooth off and on.

• Grant the app location permissions if prompted.

• If setup fails, reset the device and try again.

 

 

Simplified Error Code Reference

Error Code

Description

Recommended Action

SD03

App attempts to connect to device hotspot

Ensure the device is powered on and properly reset. Check the phone’s Wi-Fi list for a hotspot named `GR-AC-XXXX` or similar. If not visible, power cycle the device and retry.

 

SD06

Device responds to app

If using a Wi-Fi 6 router, access the router settings and change the encryption mode to WPA2-PSK or WPA/WPA2 mixed mode to ensure compatibility.

 

SD10

App checks if device is online

Reconnect to home Wi-Fi. Ensure the router is broadcasting a 2.4GHz signal and verify the Wi-Fi password is correct and under 16 characters. Check DHCP settings to allow enough device connections.

 

ZD03

App receives info from router

Enable broadcast settings in the router admin panel. Reduce interference by changing Wi-Fi channel or relocating the device.

 

LY01

App connects via Bluetooth

Ensure Bluetooth is enabled. Restart the app and toggle Bluetooth. Confirm location permissions are granted to the app.

 

LY08

App sends info to device

Use a 2.4GHz Wi-Fi network with a password no longer than 16 characters. Test using a mobile hotspot to rule out router issues. Adjust router settings or consider replacement if needed.

 


Additional Troubleshooting feedback to be aware of


App Connection Issues

  • Password characters unusual (recommend only using letters and numbers)
  • Phone or Tablet device not allowing access through EWPE App (when completing system search, need to access App settings and approve EWPE app and/or turn setting off and back on again)

Braemar Product Connection Issues

  • Wrong Wi-Fi Module device connected to product
  • Wi-Fi Module device connected in wrong PCB port
  • Modem / Router distance to Module device longer than recommended 10 meters (poor signal location)
  • Wall control or Wi-Fi Module device not reset in the recommended allowed time frame for pairing


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

Some users may experience a situation where only one mobile device remains logged into the EWPE App at a time. When a second device logs in, the first device is automatically logged out.

Cause

The EWPE App links each air conditioner to a single cloud account. When different accounts are used on different phones, the system treats each login as a new “owner.” As a result, signing in on one phone can remove access from the other.

Resolution Options

Option A – Use the Same EWPE Account on All Phones (Recommended)

  • Select one account as the primary login.
  • Sign into that same account on each mobile device.
  • This enables full simultaneous control of the AC across multiple phones.Option B – Use Device Sharing (If Supported)
Some versions of the EWPE App include a device sharing feature:
  1. Add the AC to the first (owner) account.
  2. On the second device, either:
    • Log in using the same account, or
    • Use the Share Device option available inside the app (availability depends on region and app version).Option C – Re‑pair the Device if Issues Persist
If devices still log each other out even when using the same account:
    • Update the EWPE App on both phones.
    • Reset the Wi‑Fi module and re-add it to the app.
    • Confirm the Wi‑Fi password uses letters/numbers only.
    • Ensure the router is operating on 2.4GHz.

Technician Notes

  • This behaviour is expected and based on EWPE cloud-account design, not a product fault.
  • Always confirm which login method the user is using.
  • A shared household login provides the simplest experience.
  • Multi‑device logout issues are not a product fault—they are a cloud-account behaviour of the EWPE system.
  • Always confirm which login(s) the customer is using.
  • Recommend one shared account for households.