Smart Pet Door troubleshooting guideUpdated 10 months ago
This troubleshooting guide offers possible solutions to issues that may potentially occur with your Smart Pet Door. If you have an issue that you don't see listed here, or you can't resolve your issue using this guide, please contact us so we may assist you.
Contents:
The frame or door adapter doesn't fit well on my door
Can't complete the "Add Wayzn" pairing process
Wayzn app shows Smart Pet Door is stuck on status of "Connecting"
The rod no longer moves but the motor still runs
The door keeps opening and closing and the app says "obstruction"
The door closes but leaves a small gap
Can't lower device into the engaged position
The frame or door adapter doesn't fit well on my door
If you are experiencing trouble making the Wayzn frame or door adapter fit in your door, it may be possible to work around the issue.
If something is blocking the frame adapter, and it can't easily be removed, you can try installing the Smart Pet Door above the obstruction. If you must install the frame adapter such that it doesn't rest on the door track, please use the wood screw attachment method and do not rely on the adhesive tape. Also, ensure that the door adapter is installed at the correct height so the Smart Pet Door is completely level when engaged.
If the frame or sliding door panel surfaces are not flat, we may be able to supply some additional plastic material you can use to fill the indentation so the Wayzn adapters will have a flat surface to connect to. If this is your issue, please contact us and let us know. Be sure to attach a picture clearly showing the area of concern.
The adhesive tape won't stick
The adhesive tape supplied with your Smart Pet Door may have difficulty sticking to surfaces that are dirty or oily. Try cleaning the surface with rubbing alcohol before applying the tape. After applying the tape, be sure to hold constant pressure on it for 20-30 seconds to ensure a strong connection.
In cases where your door material is porous or oily, you can use wood screws to complete the installation. Using screws is the most secure way to attach the adapters, and this method also makes it possible to lift the entire device completely out of the door if you ever want to remove it temporarily. Included with your frame adapter is a removable, wedge-shaped piece of plastic with two small holes. Locate and remove this part, along with the wood screws that were also included in the box. Then follow these steps, using the video below as a visual guide:
- Place the frame adapter in the position where it will be installed, taking care to ensure it is perfectly vertical
- Use a pencil to mark the location at the top edge against the frame
- Remove the wedge piece and position it so the end with the lip is at the bottom
- Use the included wood screws to attach it to the frame in the marked location
- Pass the power cord under the unit
- Slide the adapter down onto the wedge
Can't complete the "Add Wayzn" pairing process
If you are having difficulty pairing your Wayzn Smart Pet Door with the Wayzn app, you may be experiencing a connectivity problem or a network authentication issue. Try following these steps to see if it resolves your issue:
Step 1
Turn the Bluetooth feature of your phone off, then turn it back on.
Step 2
Close the Wayzn app on your phone, then re-open it.
Step 3
Remove power from your Wayzn Smart Pet Door, wait 10 seconds, and plug it in again. Wait for the light next to the button to turn solid red or solid white before continuing.
Step 4
Re-start your WiFi router and wait for your network to come back online.
Step 5
In the Wayzn app click the "Add Wayzn" button and follow these tips as you complete the process:
- Ensure that your phone is within 15 feet of the Smart Pet Door
- Ensure that the WiFi network you select is a 2.4 GHz band or dual band network with a strong signal
- Use the eyeball icon to display your password and ensure you have typed it correctly
If you are still unable to complete the Add Wayzn process, you can narrow down the nature of the problem by repeating these steps and choosing a local hotspot rather than your home WiFi network. If you are able to connect successfully using a hotspot or alternate network then there may be a conflict between the Smart Pet Door and your WiFi router settings. In this case please, try temporarily disabling the 5Ghz band and try again to connect to the 2.4Ghz band. If successful, try re-enabling your 2.4Ghz band and ensure that you Wayzn is still connected.
If you are still unable to connect, please contact us and provide us with your router make and model and current firmware version in your note.
Can't complete calibration
If your Smart Pet Door is not calibrating correctly, or the app indicates that the calibration process did not complete and needs to be repeated, try these steps to see if it resolves your issue:
Step 1
Pivot your device into the upright "disengaged" position.
Step 2
Unplug the power cable and wait a few seconds, then plug it back in.
Step 3
Close the Wayzn app on your phone, then re-open it.
Step 4
Follow the detailed instructions for calibrating your Smart Pet Door. If you are still unable to complete the process please contact [email protected].
Wayzn app shows Smart Pet Door is stuck on status of "Connecting"
If your Wayzn app is having trouble maintaining a constant connection with your Smart Pet Door, try following these steps to see if it resolves your issue:
Step 1
Turn the Bluetooth feature of your phone off, then turn it back on.
Step 2
Re-start your WiFi router and wait for your network to come back online.
Step 3
Remove power from your Wayzn Smart Pet Door, wait 10 seconds, and plug it in again. Wait for the light next to the button to turn solid white before continuing.
Step 4
Close the Wayzn app on your phone, then re-open it.
After following these steps, if your Wayzn app is still unable to connect with your Smart Pet Door, it may be necessary to remove and re-add your Smart Pet Door using the app. Follow these steps to remove and re-add your Smart Pet Door.
The rod no longer moves but the motor still runs
The rod that moves in and out of the Smart Pet Door device can become unscrewed. If the rod stops moving, try screwing it back into the device by twisting the rod in a clockwise direction. Continue to turn it until it stops turning and is firmly attached.
Alexa stopped working
There are a variety of factors that can prevent the Alexa - Wayzn integration from operating the door. Please try resolving the issue by following these steps:
Step 1
In the Wayzn app navigate to the device page by clicking on the tile with the device name on it and ensure that your device has the location set to "Home" since Alexa will not operate while in "Away" mode.
Test again by giving the voice command, "Alexa, open the sliding door." If the issue is still not resolved, continue to the next step.
Step 2
Another common issue is having multiple instances of the Wayzn device on the Devices list in the Alexa app. This will cause the integration to fail.
To ensure you don't have this issue, or to resolve it if necessary, follow these instructions to remove the current Alexa integration, taking care to ensure all instances of the Wayzn device are removed from Alexa (including any that you may have renamed). Then follow these instructions to re-add the integration.
The door keeps opening and closing and the app says "Obstruction detected"
If your Smart Pet Door is having unexpected difficulty closing, follow these steps to diagnose and resolve the issue.
Step 1
The first step is to determine the type of obstruction. To do so, temporarily turn off the Detect Obstructions While Closing feature, then test the close function again. If the obstruction problem clears up, this indicates you were encountering a heat-based (aka motion) obstruction. To prevent this from occurring, follow these steps to fine-tune your motion detection settings. After updating your motion detection settings we strongly recommend that you re-enable the Detect Obstructions While Closing feature to reduce the risks associated with automatic door closure.
Step 2
If disabling the Detect Obstructions While Closing feature did not solve the obstruction problem, the next step is to re-calibrate your Smart Pet Door. You can recalibrate your Smart Pet Door anytime from the device Settings menu in the Wayzn App by pressing the "Reset Calibration" button.
The door closes but leaves a small gap
If the Smart Pet Door closes but leaves a gap, try these troubleshooting steps to resolve the issue.
Step 1
Confirm that you have installed your Smart Pet Door using the correct rod attachments. You can do this by referencing the installation instructions, taking care to ensure you have measured the exposed door track length correctly before double-checking the chart to see that you have the correct rod attachments installed.
Step 2
After confirming that you have the correct rod attachments installed, recalibrate your Smart Pet Door to clear the old data. Carefully observe the door to see if it closes completely during calibration. If calibration completes successfully and the door closed completely during calibration, try using the "Open Then Close" button.
If the door failed to close completely during calibration, or still won't close completely after a successful calibration, please contact us so we may assist you with finding a solution to the problem.
Can't lower device into the engaged position
If your Wayzn gets physically stuck in the upright, disengaged position, it may be that the hinge locking mechanism just needs a little lubrication. Grab a Q-tip and a some grease or vaseline, then follow these steps to potentially resolve the problem.
Step 1
Remove the frame adapter from the door frame by slowly pulling straight up on the adhesive tape until it releases from the door frame, or by simply sliding the unit up if you chose the wood screw installation method. Next, unscrew the four white screws that attach the frame adapter to the Wayzn device.
Step 2
Insert the tip of a flat-head screwdriver between the hinge and the hinge lock and apply a slight twisting motion while gently pushing the hinge back into the frame adapter.
Step 3
Use the Q-tip to apply a small amount of lubricant to the two areas of the hinge shown below.
Step 4
After lubricating the hinge, pivot the hinge completely out and completely back into the frame adapter several times. If the problem is solved, re-attach the frame adapter to the Smart Pet Door unit using the four white screws, and re-attach the frame adapter and Smart Pet Door to the door frame using your preferred method.
If you are unable to resolve the issue this way, please contact us so we may assist you.