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why the device can be controlled in the same network but can not be controlled in different networks?

Last Updated on：2024-08-08 03:41:10

Dear user, we are sorry for your inconvenience. If you can only control the device when connected to your home's Wi-Fi, and you can't control it with 4G or other Wi-Fi, it means that there is a problem with the connection between the router in your home and the external network (For example, if there is a problem with DNS or UDP forwarding, please contact your network operator or router after-sales service for details). Therefore the device is failed to communicate with our cloud, so it can only operate normally in the local area network (when you connect your home Wi-Fi, you are using the local area network to control the device). Please check your router's connection to the external network and make sure it is smooth before trying again. Thank you for your understanding and support.

If the device is online normally, please check if your mobile phone has enabled mobile data permissions for the corresponding Apps.

iPhone: Settings—Cellular—Find Corresponding App—Enable Cellular Network
Android phone: Settings—Data Traffic Management—Application Connections—Find Corresponding App—Enable Mobile Data
Note: the bluetooth devices and Zigbee devices must have a suitable gateway.