choose language

Deutsch Français 日本語 简体中文

See all Nokia sites

Viewing

This article will help you if you encounter any of the following issues:

- Your mobile device can't find your Nokia Home™ via Bluetooth
- You get an error message during the setup
- The setup process fails
- You have a MAC filter enabled on your router

Before proceeding with troubleshooting, please make sure that your mobile device is compatible with the Nokia Home™ 

 ______________________________________________________________________________________

 

Your mobile device can't find your Nokia Home™ via Bluetooth

If your mobile device can't find your Nokia Home™ via Bluetooth, make sure your Nokia Home™ is flashing blue. If it's not you'll have to perform a factory reset and then forget your Nokia Home™ from the list of Bluetooth devices associated to your mobile device.

If you still encounter issues, reach out to Customer Service by clicking the Contact us button at the bottom of the page.

 

You get an error message during the installation

DNS Error or DCHP Error: If you get a DNS or DCHP error during the installation process, click here.

Error 5: If you get an Error 5 message during the installation process, it's most likely because you're trying to use a 5 GHz network, which is not supported. Try using another network instead.

Connection Unsuccessful: If you get a Connection Unsuccessful message during the installation process, it means that you have to "forget" your Nokia Home™ from the list of Bluetooth devices associated to your mobile device.

To do so, perform the following steps:

  1. Go to the Bluetooth settings of your mobile device.
  2. Tap the (i) icon next to the Nokia Home™ you want to forget from the list.

  3. Tap Forget This Device.

    You can then go back to the app to install it.

If you still encounter issues, reach out to Customer Service by clicking the Contact us button at the bottom of the page.

 

The setup process fails

 If the setup process fails, perform the following steps:

  1. Make sure you have access to the internet on your mobile device.
  2. Make sure that you keep the app open during the installation process.
  3. Make sure that the screen of your mobile device stays on during the installation process.

If you still encounter issues, reach out to Customer Service by clicking the Contact us button at the bottom of the page.

 


 

Factory reset your Nokia Home™

  • Go to the Bluetooth settings of your mobile device.
  • Tap the (i) icon next to the Nokia Home™ you want to forget from the list.

  • Tap Forget This Device.

  • Unplug and plug the power supply of your Nokia Home™ back in five times:
    a. Unplug it from the wall socket.
    b. Plug it back in.
    c. Repeat as soon as your Nokia Home displays an orange light.
    d. After one minute, your Nokia Home should start blinking blue.
  • You can then go back to the app to install it.

 


 

I get a DNS or DHCP error during the setup

  1. Go to the Wi-Fi settings of your device.
  2. Check the details of your Wi-Fi network
    You will need to write down the following:
    - the first 3 numbers (or set of digits) of the 'IP address' field - in our example : 192.168.0
    - all of the numbers in the 'Subnet Mask' field - in our example : 255.255.255.0
    - all of the numbers in the 'Router' field - in our example : 192.168.0.1
  3. Go back to the app to start the installation process.
  4. Select Setup another network instead of Quick setup.
  5. Select your Wi-Fi network from the list of available networks.
  6. Type in your password and then tap Manual configuration.
    Fill in these fields with the information you copied from the Wi-Fi settings:
    - Paste the first 3 numbers of the IP address and add '250' as the last set of digits.
    - Paste all the numbers from the 'Subnet Mask' in the 'Netmask' field- Paste all the numbers from the 'Router' field.
    - In the 'DNS' field simply enter '8.8.8.8'.
  7. Tap OK under the password field. 

If you still encounter issues, reach out to Customer Service by clicking the Contact us button at the bottom of the page.

 

You have a MAC filter enabled on your router

If you are installing a Nokia Home and have a MAC filter enabled on your router, you cannot use the MAC ID that is written on your packaging or available through the Nokia Home app as it is. You need to increment this MAC ID by 1.

Note that this is a hexadecimal ID and therefore has some specific incrementation rules:

  • If it ends with a number, add 1 to this number. The only exception is the number 9 which should be replaced with an A.
    Example:
    - If your MAC ID is 00:24:e4:1c:10:44, you should enter 00:24:e4:1c:10:45
    - If your MAC ID is 00:24:e4:1c:10:49, you should enter 00:24:e4:1c:10:4A

  • If it ends with a letter between A and E included, replace it with the following letter. If it ends with an F, replace it with a zero and increment the value of the previous character as well.
    Example: 
    - If your MAC ID is 00:24:e4:1c:10:4B, you should enter 00:24:e4:1c:10:4C
    - If your MAC ID is 00:24:e4:1c:10:4F, you should enter 00:24:e4:1c:10:50
    - If your MAC ID is 00:24:e4:1c:10:FF, you should enter 00:24:e4:1c:11:00

 

Didn't find what you need? Here's how to get in touch.

Contact us