WiFi Gateway Troubleshooting

Step by step to a working connection.

Having trouble connecting your WiFi Gateway to the App?
Please follow the steps below in order. If you still experience issues, feel free to contact us by e-mail at support@alpenluft.org or via WhatsApp message.

Have you already checked the Quick Start Guide? All app functions are explained in detail there.

Fix connection problem

01 Adding via QR code does not work

If adding the device via QR code does not work, please try adding it manually.

02 Check network compatibility

2.4 GHz band: Make sure your router has the 2.4 GHz band enabled. Your smartphone must be connected to this network during setup – not the 5 GHz band.
Temporarily disable 5 GHz completely if your router broadcasts both bands under the same network name (SSID).
Encryption: Set your WiFi encryption to WPA2 only – no WPA2/WPA3 mixed mode. Our gateway only supports WPA2 out of the box. After connecting to our server, a firmware update is performed automatically, which then enables WPA3 support as well. Once the gateway appears in the app, you can switch your network back to WPA2/WPA3.
MAC filtering: Make sure no MAC filtering is active.
Device communication: Enable the option “Allow WLAN devices to communicate with each other”.
Mobile data: Disable mobile data on your smartphone during setup.
No guest WiFi or restricted network profiles.
Bluetooth: Make sure Bluetooth is enabled on your smartphone – it is required for the initial pairing.

Setting WPA2 in your router: This setting is made directly in your router’s admin interface – not on the gateway itself.

Open your router’s admin interface (e.g. via your browser: 192.168.0.1, 192.168.1.1, 192.168.2.1, 10.0.0.1, 192.168.178.1 (FRITZ!Box) or fritz.box (FRITZ!Box))
Log in with your credentials
Navigate to a section such as WiFi, Wireless Settings, or Security
Set the encryption / security mode to WPA2 → after successful setup you can switch back to WPA2/WPA3

03 Credentials & signal strength

Check password: An incorrect WiFi password is a common cause. We recommend “forgetting” the WiFi network on your phone and re-entering the password before trying to add the device again.
Signal strength: Make sure the device is not too far from the router and there are no thick walls in between. Move the device closer to the router for the initial setup.
Interference: Keep the device away from sources of electromagnetic interference: microwaves, induction cooktops, refrigerators.

04 Router & device capacity

Device limit: If too many devices are connected to your router, new connections may be rejected. Disconnect unused devices and restart your router.
Reset the hub: If the connection drops mid-process, press the reset button 10 times in a row to restore the hub to factory settings. Wait for the device to stabilize before trying to add it again.

Tip: After restarting the router, please wait 60 seconds before attempting to add the device again.

05 Advanced testing

Hotspot test: Enable the hotspot on a second smartphone (2.4 GHz – disable 5 GHz first) and try connecting the hub to it. If it connects successfully, the issue is with your router, not the device.
Comparison test: Try the device with a different smartphone or on a completely different router / network to rule out a hardware defect.

Note: During the hotspot test, make sure the 5 GHz option is disabled on the hotspot device so the hub reliably detects the 2.4 GHz signal.

06 Contact technical support

If the steps above do not resolve the issue, we are happy to help. To assist you faster, please provide the following:

Record a video: A short video showing the flashing LED status of the hub and the app interface during the connection attempt.
Router model: Please tell us your router model (e.g. FRITZ!Box 7590).
ID and firmware: Please share the device ID and current firmware version of your gateway as shown in the screenshots.
Send the video and router model to our support team.

Support: Contact us anytime by e-mail at support@alpenluft.org or via WhatsApp message.