Please try the listed troubleshooting steps prior to contacting support
While we hope that you have a seamless setup of your Inovelli switch we understand that at times issues will and do arise. If you should encounter issues commissioning the device please go through the listed steps before contacting support for your White Series Smart Dimmer (2-1)
If you have trouble with initial commissioning of a White Series Device
Things to try (All hubs):
Try the below tips one at a time. One of the below steps can resolve the issue in almost all situations.
Remove power from the switch with the air gap wait a few seconds and push in air gap (this restarts the 2 minute commissioning period)
Factory reset Press and hold the top of the paddle and the configuration button for approximately 20 seconds. When the LED bar turns red release the configuration button followed by the paddle a successful reset will be confirmed with LED bar color pattern of Cyan, Yellow or Green, followed by Blue (FW 1.0.0).
Reboot ISP provided Gateway or Router(please refer to your specific router for reboot instructions).
Ensure mDNS (multicast DNS) If multicast is in some way broken on your network, you will likely have significant and random Matter headaches. The simplest method to verify if your mDNS is functioning and if your devices are capable of broadcast over it, is to do a quick mDNS query from a computer. The exact process on how to do this may differ from operating system to operating system. mDNS relies on IPV6 and therefor must be enabled on your ISP/network gateway please refer to you gateway for how to enable IPV6.
Devices must be on the same VLAN and network subnet.
For the commissioning connect your phone or tablet to a 2.4Ghz Wi-Fi network (Matter uses the 2.4Ghz frequency).
Reboot Border Router.
Reboot Phone/Tablet.
Try the multiple commissioning methods: scan the QR code in the app for the hub in use, manually type in the 11 digit number below QR code, scan the QR code with your camera app, or remove power from the switch to re-start the two minute commissioning.
Move switch, phone, and border router/hub so the devices are about a foot apart. Factory reset the switch, reboot the border router, reboot the phone/tablet and last try commissioning. If successful place switch in permanent location.
Things to try Apple:
To verify these services are enabled you can use apps such as Flame on an iPhone, iPad, or Mac
Remove failed devices from Key-Chain
Removed failed devices from Settings-General-Matter Accessories
Things to try Google:
More information to come
. . .
Reach out to support
If the methods above are not working please reach out to support @ How to Submit a Ticket | Inovelli Help Center