I Can’t Connect to My CrossWave Cordless Max, Pairing Errors | App Support

: June 7, 2024
: Bissell

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I Can’t Connect to My CrossWave Cordless Max, Pairing Errors | App Support
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I Can’t Connect to My CrossWave Cordless Max, Pairing Errors | App Support

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 CrossWave to your device for the first time, please refer to the Pairing Guide

If you have already attempted to pair, but received an error, follow the steps below:

Do you have an LG phone?
- Yes > Go to LG phone settings
- No > Open BISSELL Connect App
Check App Version
- Click the Hamburger menu in the top left corner of the BISSELL Connect App
- Choose Account on the bottom of the menu
- On the Account page the App Version will be listed under the blue “Log Out” button
- If the App is an old version go to the App Store or Google Play to update the BISSELL connect App to the most current version
Perform factory reset
- Hold the mode button (gear icon) on the handle down until you hear 2 beeps (approximately 15 seconds)
- Close and reopen the app
Attempt the pairing process again using the 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
QR Code camera feed looks distorted
App Crashes during pairing
Could Not Connect to BISSEL Network
Could Not Connect
Could Not Connect to CrossWave. This CrossWave isn’t properly whitelisted
Home Wi-Fi does not appear in Wi-Fi selections
Product Failed to Connect to the Cloud
App errored out during finalizing
Could not save machine’s name
Stuck in a Firmware Loop
Firmware Invalid

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: QR Code camera feed looks distorted

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

Error: App Crashes during pairing

Restart the app using the following directions and try again
- When attempting to pair again after restarting the App, always hit the mode button on the machine until it beeps once when prompted, even if the blue light is still flashing on the machine
- 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
  - 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 to BISSEL Network

Move CrossWave and phone closer to router
Put machine in pairing mode > Hold down gear button until it beeps once > Attempt to Pair
Has this resolved the error?
- Yes > Great! Glad we could get you back to cleaning!
- No > Continue Troubleshooting
Deregister your machine > Go to Hamburger Menu on left of screen, select your product > Click on the Gear settings button on top right of product screen > Scroll down to Remove Device and click on it > Click the red Remove button
Put machine in pairing mode > Attempt the pairing process again
If you continue to get an error > Contact Us

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 verifying that the machine’s WiFi is turned on
- Yes > Is it operating on iOS 14.1 or 14.2?
  - No > Accept phone’s prompt to join the machine’s WiFi and and skip to the step below verifying that the machine’s WiFi 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 Guide
Verify that the machine’s WiFi is turned on
- Press and hold the top gear button on the machine for 5 seconds until you hear a beep to confirm that the machine’s WiFi is turned on
Check your phone’s WiFi settings to make sure you are connected to your home network before starting to pair
If you manually entered the WiFi details for the machine, double check that all the details are entered in correctly

Error: Could Not Connect to CrossWave. This CrossWave isn’t properly whitelisted

Restart your device
If restarting your device did not solve the error, please Contact Us

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

Move your mobile device and machine closer to the Wi-Fi Router
Click the “Rescan” button
- If Wi-Fi still does not appear, you may need to hit “rescan” multiple times
- If Wi-Fi still does not appear, manually enter Wi-Fi details
You must have a 2.4 GhZ connection with a secure password
- For more Home Wi-fi specifics go to CrossWave Cordless Max Connection Questions

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: App errored out during finalizing

De-Register the Product Using the following steps
- Click on the Hamburger menu button on the top left of the screen
Click on your machine, then the gear in the top right corner of the screen
Choose the “Factory Reset” Button
Click on the red “Reset CrossWave” button
Hold down the mode button on your CrossWave for 10 seconds until you hear 2 beeps
- You will initially hear just one beep after 5 seconds, continue to hold the mode button down until it beeps twice

Note: The factory reset will delete all historic data that is saved in the app and will allow you to re-pair the device

Restart the App once the factory reset is complete

Error: Could not save machine’s name

Check that your mobile device is connected to cellular data or WiFi
Look to see if the product is offline on the app dashboard
Move the machine closer to the home WiFi router
Update the product’s wifi settings
- Click on the hamburger menu button on the top left of the home screen
- Choose the “Account” button
- Click on the “Wi-Fi Settings” button and then the blue “Change Wi-Fi” button
Re-pair the product following the Pairing Guide

Error: Stuck in a Firmware Loop

Check App Version
- Click the Hamburger menu in the top left corner of the BISSELL Connect App
- Choose Account on the bottom of the menu
- On the Account page the App Version will be listed under the blue “Log Out” button
- If the App is an old Version go to the App Store or Google Play to update the BISSELL connect App to the most current version
Perform a factory reset
- Hold down the gear button on the machine for 20 seconds, until you hear 2 beeps
- Restart the pairing process following the Pairing Guide
If this continues Contact Us