Can’t connect to the DELLA app / Wi-Fi drops / Device not responding in the app

Step 1 — Reinitialize the app connection

• In the DELLA app, remove the unit from your account. Please do not uninstall or delete the app.
• Add the unit back to your account.
• Repeat the remove → add process 2–3 times to refresh the Wi-Fi module registration.

Step 2 — Check your Wi-Fi band (2.4 GHz required)

Make sure your phone is connected to a 2.4 GHz Wi-Fi network.

DELLA units do not support 5 GHz networks.

If you’re not sure:

• Check your router settings to confirm the network band, or
• Temporarily separate your Wi-Fi into two names (SSIDs), such as Home-2.4G and Home-5G, then connect your phone to Home-2.4G and try again.

Step 3 — Check for recent power events

Have you had a recent power outage or power surge?

Power events can cause routers to restart with different settings (for example, prioritizing 5 GHz).

If yes:

• Power cycle your router: unplug it for 2–3 minutes, then plug it back in.
• Confirm the 2.4 GHz network is available and your phone is connected to it.
• Try connecting the unit in the DELLA app again.

Step 4 - Hardware Escalation. If all troubleshooting steps fail:

• Verify warranty status before proceeding.
• Replace the WiFi module if the unit is under warranty.
• Document all troubleshooting steps completed prior to replacement.