The ConnectSense products use the 2.4 GHz frequency band of your wireless network. This band offers greater coverage, though at slower speeds. This is ideal for most smart home devices. ConnectSense devices are not compatible with the 5 GHz band of a WiFi network.
Most smart devices use 2.4 GHz to get better coverage inside homes for better wall penetration.
When you add a ConnectSense product to your account, the ConnectSense app will only find and attempt to connect it to the 2.4 GHz band of an available WiFi network.
If you're using a WiFi 3 or later network that supports 2.4 and 5 GHz, please ensure the 2.4 GHz frequency band is enabled in your router or access point configuration settings.
Some routers and mesh WiFi systems today try to steer devices to connect on 5GHz bands instead of 2.4GHz. For ConnectSense products, which are 2.4GHz only, this will cause incompatibilities or disconnection.
If the router allows WiFi names to differ for 5Ghz and 2.4Ghz, try changing them and only connecting to the 2.4GHz network during ConnectSense setup.
Some newer mesh systems present a merged network with a single WiFi name, which makes it impossible to split it into separate 2.4GHz and 5GHz names.
If setup fails on one of these networks, you can try disabling 5Ghz in the router's settings and then re-enabling it after setting up your ConnectSense product.
If needed, consult your manufacturer's documentation for guidance.