S10 FAQ
For install/placement issues, prefer the Deployment Guide FAQ.
Account
| Symptom | Try |
|---|---|
| Wrong password | Confirm account and password; use Forgot password? and reset with an SMS or email code |
| Instant logout | Clear cache; check device clock; contact support if it persists |
| No device access | Correct family membership and binding |
Networking / online
| Symptom | Try |
|---|---|
| Provisioning fails | 2.4 GHz, password, proximity, VPN off, re-enter pairing |
| Offline in app | Router, power cycle, Wi-Fi password unchanged |
| LED keeps blinking | Still unpaired — see S3 |
Rooms & devices
| Symptom | Try |
|---|---|
| No Create room / Add device | You need to be a family admin |
| Cannot add a device | Select a specific room tab, not All devices; device must be online |
| Invalid serial | 15 or 20 alphanumeric characters; first char: B vital, C people-count, D ceiling-fall, otherwise posture |
| Room size / zones fail to save | Ceiling height must be 1.5–6 m; zones fully inside the room (X min < X max, Y min < Y max), max 20 total; tap Save room settings |
| Orientation canvas misaligned | Set room length/width first, then device X/Y and heading |
Alerts / monitoring
| Symptom | Try |
|---|---|
| No alerts | Notification toggles, role, quiet hours, channels |
| Empty live view | Online, room bind, module entitlement |
| Empty replay | Time range, activity, retention policy |
Still stuck
Collect SN, approximate time, LED pattern, screenshots; contact support. For hardware install, cite the deployment chapter number.