Troubleshooting & FAQs

This guide covers the most common issues PLACE users may experience — and how to solve them quickly.

Troubleshooting Common Issues

1. Device Not Connecting to Wi-Fi
   • Make sure you’re on a 2.4GHz network (PLACE does not support 5GHz Wi-Fi).
   • Keep your phone and PLACE device close to your router during setup.
   • Restart your router, then restart the PLACE device by removing and restoring power.
   • Try pairing again through the PLACE app.

1.  Not Receiving Notifications
   • Check that push notifications are enabled for the PLACE app in your phone’s settings.
   • In the PLACE app, confirm that Notifications are turned ON for the specific device.
   • Ensure the device shows Online in the app’s dashboard.
   • Update the app to the latest version from your app store.

1. False Smoke or CO Alarms
   • Cooking smoke, steam, or dust can trigger alarms — ensure devices are installed per manufacturer guidelines (away from stoves, humidifiers, etc.).
   • Gently vacuum the device’s vents using a soft brush attachment to remove dust.
   • If false alarms persist, contact support for further evaluation.

1. Camera Not Showing Live Feed
   • Confirm the device is connected to Wi-Fi and shows “Online” in the app.
   • Check your internet upload speed — video streaming requires a stable connection.
   • Close and reopen the PLACE app, or restart your phone.
   • If still unavailable, restart the PLACE device by unplugging and reconnecting power.

1. Unable to Silence an Alarm from the App
   • For safety, some critical alarms (e.g., smoke or CO) must be silenced directly at the device.
   • Approach the device only if it’s safe, then press the TEST/SILENCE button.
   • Environmental alerts (VOC, temp, humidity) can be silenced in the app after conditions are addressed.

1. App Not Detecting New Device
   • Ensure Bluetooth is enabled on your phone.
   • Keep the phone within 10 feet of the device during setup.
   • Reset the device to pairing mode (refer to your device’s manual for instructions).
   • Retry the “Add Device” process in the app.

Frequently Asked Questions

Q: How often should I test my PLACE device?

A: We recommend testing weekly using the TEST button on the front of the device or through the PLACE app to ensure sounders, lights, and connections are functioning.