Installation: 'Unable to connect' screen

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Are you stuck on one of the screens below?

Turn off your mobile data (3G/4G), or turn on airplane mode

It's important that your phone stays connected to Slide during the installation. Some telephones disconnect, as Slide does not connect to the internet directly. To avoid this, turn off your mobile data, or turn on airplane mode. 

The 'Unable to connect' message can have two causes:

1. Slide has problems with settings on your modem

2. An incorrect 'Device Code'

1. Slide has problems with settings on your modem

This is often because the internet connection is blocked by the modem. In 95% of the cases, this is due to an alternative DNS-server (such as a pi-hole), a mesh network, or WiFi extenders/boosters. In the remaining 5% of the cases, it is due to specific settings on your modem.

1.1 Alternative DNS-server

If you have a modem that uses an alternative DNS-server, such as a pi-hole, Slide won’t be able to receive commands from your modem and you’ll have to change the settings.

In order to check if this is the problem, you can test the following:

Take a second telephone and turn on the personal hotspot of this phone (also called ‘Wifi Access Point’). Use this as the WiFi point when connecting to your home network.
Before trying this, give Slide a Factory Reset (see below for instructions). 

If Slide manages to connect using the personal hotspot, it's the modem or the alternative DNS-server that is blocking the connection to Slide.

To solve this, try changing the DNS or resetting your modem. Sometimes setting up a guest network from your modem helps, provided that your modem supports this option.

1.2 Mesh network or WiFi extenders/booster

Maybe you have several WiFi points in your house, like a modem, a router or WiFi boosters, or extenders. 

Give a unique name to the WiFi point that you want Slide to use. If several WiFi points have the same name, Slide might connect and disconnect between different WiFi points. 

Also, check the settings on the WiFi point that you'd like to use. Make sure that it runs on 2.4GHz.

Before you continue, give Slide a Factory Reset (see below for instructions)

1.3. If these options don’t apply to you, try resetting your modem and try again.

Before you continue, give Slide a Factory Reset (see below for instructions)

2. Incorrect 'Device Code'

In this case, you'll have to Factory Reset Slide and start again (see below for instructions)

How to Factory Reset Slide

1. Take something small, like a paperclip

2. Slide's reset button is in an opening on the bottom of Slide. Use the paperclip to press and hold the reset button for at least 10 seconds.  

When you hear the motor and the LED light starts pulsating, the reset is complete. 

Click 'Restart Onboarding' or go back to the beginning of the installation, to reinsert your Slide's Device Code. You'll find this code on the 'Welcome Sheet', or on the top of Slide.

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