Troubleshooting Tips
Troubleshooting iZON Setup
1. I'm having trouble trying to set up my new iZON. What should I do?
Each section of the Stem:Connect App has a Help menu with detailed information to assist you. In the Main View ("Welcome", "Add a Stem Product", "Log in To Your Account" or "Logout" screen), touch the "?" icon to access the Help menu and review the topics for step-by-step instructions on the setup process. All of this information is available in the Stem:Connect User Guide v2.2.5, found here on our website in the Support section of the menu above. Please note that wireless networks and the environments in which they operate are variable; for more information on how your home network may best support iZON, click on Networks in the menu to the left. If you still have questions or are having trouble setting up iZON, see the steps below for solutions to common issues.
2. I created a Stem Account but didn't receive the Validation Code needed to activate it. What should I do?
Check the email address you entered to be sure that it is correct. If not, touch "Cancel" on the Account Validation screen and begin the Stem Account creation process again. If the email address is correct and 24 hours elapse without having received the Validation Code email, please email us at support@steminnovation.com. It is possible that a spam filter at the server level has intercepted the email before it could be delivered.
3. I'm trying to set up iZON and started Step 2 of 3 but the app says that "No Stem devices were found".
What should I do?
The process of joining the STEM network takes up to 60 seconds. If a minute has passed and the white status wheel is still spinning without success, touch "Cancel" to interrupt this search, then touch "Search" at the top right of the app screen to begin a new search. If this is unsuccessful, return to your iOS device Wi-Fi settings and toggle the switch OFF and back ON, then once again choose the STEM network. If your iOS device still cannot locate iZON on the STEM network, try unplugging and then replugging iZON. After 60 seconds, iZON will begin blinking Orange and Green again and you can retry Step 2 of 3 to join the STEM network again and complete setup.
If you are still experiencing difficulty, try enabling the Airplane Mode on your iOS device and then toggling the Wi-Fi switch to ON. This eliminates potential interference from the 3G signal on your iOS device. Alternately, you may unplug your router while performing this step. This temporarily eliminates the strongest source of a Wi-Fi signal in your environment and may allow your iOS device to more easily pair with iZON on the STEM network.
4. What kind of network should I use to set up iZON?
We recommend that you set up iZON on an 802.11n network if at all possible. If you have a Main network and one or more Guest or secondary networks, you should use your Main network. Also, networks configured with WEP security settings do not easily allow devices such as iZON to join. Change the settings on your network to reflect WPA2 instead to facilitate iZON setup. Environment may have an impact on network signals. If you experience connectivity issues, try moving iZON from one place to another within your network range to see if this improves the connection.
NOTE: At the present time, both the name and password for your Wi-Fi network must contain letters and numbers only. Special characters such as " ' > < &$ ` present obstacles to having iZON join the network. An update for the Stem:Connect App and iZON firmware will be made available in January 2012 to remove this restriction and allow iZON to be more fully compatible with network names or passwords that contain special characters.
If your network is currently "hidden" or closed, make your network "discoverable" or open to facilitate iZON setup. Make sure that your network is not set to 5GHz only; iZON is a 2.4GHz device and is incompatible with 5GHz only networks. If possible, set the 2.4GHz channel width of your router to 20 MHz for better reliability and reduced interference.
5. I've completed Step 3 of 3 and iZON appears in a list, but the colored dot is blinking Amber and nothing seems to be happening. What should I do?
iZON is restarting and trying to communicate with the Stem server. This process should take about 5 minutes. During this time the LED on iZON will turn steady Orange, then begin to blink Green and finally turn steady Green to indicate that iZON is successfully set up and ready to use.
6. I've completed Step 3 of 3 in the setup process, but even after a 5-minute interval, the colored dot next to iZON in the app is Red and I can't access the video stream. The iZON LED blinks a slow, alternating Orange and Green. What should I do?
If the iZON LED blinks a steady Orange and Green at this stage but you cannot connect, first swipe your finger across Springboard at the bottom of the app screen and return to the Stem section of the app. Touch the "+" icon to add a new device and retry iZON setup. Make certain that you enter the password for your Wi-Fi network correctly to ensure proper communication.
7. I've followed the steps above but even after a 5-minute interval, the colored dot next to iZON in the app is Red and I can't access the video stream. The iZON LED blinks Green. What should I do?
Check the settings for your network router. iZON may be unable to join a network with WEP security settings. Change your network security settings to WPA2 and try setting up iZON again. For more information on these types of settings, consult the manual for your wireless router (if available) or search online for more information about the make/model of your router. After you have reset your router with WPA2 settings, you may try the steps of setup again.
First, reset iZON by using a straightened paper clip; insert the tip into the Reset port on the BACK of iZON, just above the port where the power cable is connected. WARNING: do NOT insert anything into the small pinhole on the FRONT of the camera. This is the microphone port and inserting anything into this port may damage iZON and void your warranty. You should feel a soft "click" when you press the tip of the paper clip into the Reset port above the power cable. Hold the paper clip in this position for approx. 15 seconds or until the iZON LED begins to blink a fast, alternating Orange/Green (up to 2 minutes). Remove the paper clip and wait until iZON finishes rebooting (solid Orange LED) and begins blinking a slow, alternating Orange and Green again.
Then, swipe your finger across Springboard at the bottom of the app screen and return to the Stem section of the app. Touch the "+" icon to add a new device and retry iZON setup.
8. I've tried everything in steps 1-7 above but nothing seems to be working. What should I do?
Visit our website at www.steminnovation.com/support and give us as much information as you can about the issue, the steps you've tried, what is displayed in the app and what the iZON LED is displaying when you are unable to connect. We'll make every effort to respond to you within 24 hours. If you prefer, you can leave a message for us by calling (800) 704-7186 (toll free in the U.S.) and pressing "1" when you hear the recording. Messages left are monitored during normal business hours, M-F 9am-7pm EST.