I Can’t Connect to my Air320 Max – Pairing Errors | App Support

If you are experiencing an error in the BISSELL Connect App during the

Pairing Process, follow these steps to resolve:

• To connect mutliple phones to the same BISSELL machine connect to the machine with one phone > log into the BISSELL Connect App with the same account on other phones

• If you are pairing your machine to your phone for the first time > Go to Pairing Guide

If you have already attempted to pair but received an error:

• Do you have an LG phone?

  • Yes >  Go to LG phone settings before attempting to pair
  • No > Open the BISSELL Connect App

• You’ll want to make sure you’re on the up to date version

  • Click on the hamburger menu > Go to Account
  • Make sure the App Version is updated to the most recent version
  • Visit the App Store to verify your version is the same as what is in the App store
    • If they are not the same, update your BISSELL Connect App

• Close and reopen the App

• Attempt to pair again > Go to Pairing Guide

• If you are still receiving an error, please refer to the error specific troubleshooting steps below

Error List:

• When Scanning the QR Code you get a black screen instead of camera to scan QR Code
• The QR Code won’t scan
• Machine not Whitelisted
• QR Code camera feed looks distorted
• Could Not Connect to BISSELL Network
• App Crashes during pairing
• Could Not Connect
• Home Wi-Fi does not appear in Wi-Fi selections
• Product Failed to Connect to the Cloud
• How to Pair with a Different Wi-Fi Network

Error: When Scanning the QR Code you get a black screen instead of camera to scan QR Code

• Turn on the phone’s camera permissions for the BISSELL Connect App following the below steps
  • iPhone:
  • From the phone’s home screen, open the Settings app
  • Scroll down to the “BISSELL” row, and tap on it
  • Under “Allow BISSELL to Access”, enable the toggle for “Camera”
  • Restart the app and try again
  • Android:
  • From the phone’s home screen, open the Settings app
  • Then tap “Apps”, under the “Device” subheading
  • Scroll to the “BISSELL” row and tap it
  • Then tap “Permissions”
  • Enable the toggle for “Camera”
  • Restart the app and try again

Error: The QR Code won’t scan

• This could be caused by poor lighting, or a damaged QR Code or Sticker
  • Back out of this screen and try again
  • Enter your Wi-Fi details to manually connect
  • When entering Serial Number do not include the last 3 letters
  • Click the eye icon next to the password, circled below, to verify the password is being entered correctly
  • Wi-Fi details are located on the QR code sticker
  • Click on “Where are my product details” for a picture of where details are located

Error: Machine not Whitelisted

• Did you enter product details pictured above?
  • No > Contact Us
  • Yes > The details were incorrectly entered > Scan QR code
  • Does QR scan?
    • Yes > Great! Continue pairing
    • No > Re-Enter credentials

Error: QR Code camera feed looks distorted

• This should not prevent the phone from scanning the QR code
  •  If you are experiencing difficulty follow steps to enter Wi-Fi details manually

Error: Could Not Connect to BISSELL Network

• Turn machine off and unplug it > Keep machine unplugged for 30 seconds
• Plug machine back in & turn it on
• Put machine in pairing mode > Hold down button on top of machine for 3 seconds until it beeps once > Is Wi-Fi light blinking?
  • Yes > Great! Continue pairing
  • No > Contact Us

Error: App Crashes during pairing

• Restart the app using the following directions and try again
  • When attempting to pair again after restarting the App, Turn Air device off, then On
  • iPhone X, XS, XR:
    • If not on the phone’s home screen, slide up from the bottom of the screen to go to the phone’s home screen
    • Slide up from the bottom of the screen to show all apps
    • Slide the BISSELL Connect app up quickly to quit the app
    • Reopen the app
  • Other iPhones:
    • Double-press the physical “home” button on the device if there is one
    • Slide the BISSELL Connect app up quickly to quit the app
    • Reopen the app
  • Android:
    • Press the square button
    • Slide the BISSELL Connect app to the left quickly to quit the app
    • Reopen the app

Error: Could Not Connect

• Uninstall & reinstall the BISSELL Connect App > Try pairing process again > Go to Pairing Guide

  •  If you’re still experiencing issues > Are you pairing with an iPhone?
  • No > Accept phone’s prompt to join the machine’s WiFi and skip to the step below to check that the machine is turned on
  • Yes > Is it operating on iOS 14.1 or higher?
    • No > Accept phone’s prompt to join the machine’s WiFi and skip to the step below to check that the machine is turned on
    • Yes > From the phone’s home screen, open the Settings app > Scroll down to the “BISSELL” row, and tap on it to open > Click the toggle next to “Local Network” to turn on > Restart the App and try pairing process again > Go to Pairing Guides linked above

• Check the machine is turned on & fan is running

  • Press & hold button for 3 seconds until it beeps once

• Move your phone & machine closer to your Wi-Fi Router

  • Make sure your phones Wi-Fi is enabled

• If you manually entered the Wi-Fi details for the machine, double check that all the details are entered correctly, or scan QR Code

• Restart your phone & attempt to re-pair

• If restarting your phone did not solve the error > Contact Us

Error: Home Wi-Fi does not appear in Wi-Fi selections

• Hit the Rescan button in the BISSELL Connect App

• Move your mobile device and machine closer to the Wi-Fi Router to strengthen Wi-Fi signal

• Does your home Wi-Fi Network appear in the Wi-Fi list in your phone settings?

• Yes > Great! Verify you meet all the connection requirements listed in the table below, and you are connected to your Wi-Fi network > Click the Rescan button in the BISSELL Connect App

• No > Contact Your Internet Provider

• Check that you meet all the Connection Requirements:

corner and select Account
Choose App Preference and then App Display Language you prefer. (Save Changes)

Error: Product Failed to Connect to the Cloud

• Re-enter home Wi-Fi password > Attempt to continue pairing process
  • Toggle on the eye button (circled in below screenshot) in the WiFi password box to see your password and verify it is typed correctly

Error: How to pair with a different Wi-Fi Network

• Check that your mobile device is connected to cellular data or Wi-Fi

• Move the machine close to the home Wi-Fi Router

• Update the product’s Wi-Fi settings

  • Click on the hamburger menu button on the top left of the home screen
  • Product is displayed > Go to Product Page
  • Click the Gear in the upper right corner
  • Click on ‘Wi-Fi Settings’ button and then the blue ‘Change Wi-Fi’ button

• Re-pair the product > Go to Pairing Guide

Note: You will not need to deregister/reset the machine if you are pairing to the same account

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