Thank you for purchasing a Kapsul! We are constantly listening to customer feedback and working to make our products better. Whatever difficulties brought you here, we hope to fully eliminate them in the future. But in the meantime, to help you get the most out of your Kapsul right away, we offer these tips as temporary fixes.
*Note for Android Users Before Going Forward*
- There is a new Android App that is out. If users have already downloaded the beta Android app, they will have to install the new one manually from the Play Store. Users will also have to create a user account and reprovision their Kapsul. Updates beyond this particular one will be automatic.
Is Your Kapsul Connected to Your Home WiFi Network?
Please click the following link for a video on how to set up (provision) your app: Kapsul: App Setup
If you prefer not to view the view please read below for a more in-depth direction:
The most reliable way to know if your Kapsul has successfully connected to your home WiFi network is to view the WiFi LED on the front panel - labeled with - while the Kapsul is ON. The following picture shows the various states of the WiFi LED.
(1st Photo: WiFi LED is dark: WiFi off / not connected. 2nd Photo: WiFi LED is amber: WiFi connected. 3rd Photo: WiFi LED is red or blinking red: WiFi error (usually incorrect credentials)
If your WiFi LED is amber as shown in the middle photo above, then your Kapsul is connected to your home WiFi network and you can skip to the next section of this FAQ. Otherwise, you will have to try to provision the Kapsul again. A few points to review before you do try again…
- Earlier versions of the app (iOS v1.0.0 and Android 0.0.48) had problems with certain characters - like spaces or ampersands (&) - in either the network name or the password. Most of these were fixed in iOS v1.0.1 and Android v0.0.49, so please make sure you have these versions of the app or newer.
- We still have a known issue with the backwards-slash character - “\” - and aren’t sure if we will ever be able to fix that. So, you may have to change your network name or password if they include this character.
- It is important to type your password carefully and double-check it before submitting. At this moment, we don’t have any way to verify that your password is correct before your Kapsul tries to connect to your network.
- Android Users: Please look at the photos below for the provisioning process instructions.
If, after a few tries, you still cannot connect your Kapsul to your home WiFi network, please follow these steps listed later in this FAQ to escalate your ticket to our technical experts.
Is Your Kapsul Connected to Our Servers?
Even if your Kapsul has successfully connected to your home WiFi network, it may still not be fully connected to our servers out on the Internet. There is no indication of this on the Kapsul itself, but it most often means your Kapsul will appear in the app like this…
If your Kapsul is connected to your home WiFi, as verified in the previous section of this FAQ, and your app still shows the Kapsul offline as in the above screenshot, the best solution we can offer right now is to unplug your Kapsul for about a minute then plug it back in. Some users have reported this only working on their second or third try. Generally, once a Kapsul has connected to our servers from your home for the first time (we do test every one at the factory first), this issue seems to go away.
If your Kapsul still does not connect to our servers / your app after several tries, jump to the final section of this FAQ for more information on what to do next.
Why Does the App Say My Kapsul is “Connecting”?
While we hope to eliminate this in future versions of the app, it is normal right now for the app to show your Kapsul as “Connecting” or “Looking for device” for 10 to 20 seconds every time you reopen the app. Screenshots of this are shown below.
If your app is still looking like the above after a few minutes, you can first try completely closing and reopening your app. Because both Android and iOS allow multiple applications to continue running in the background, please refer to the next section of this FAQ for directions on how to quickly and completely close the app.
If restarting the app a few times doesn’t work, sometimes deleting Kapsul devices from your app and provisioning them again clears this issue. To delete a Kapsul from the app when it is not connected to the app, push the Settings (gear) button in the bottom right corner, then select “Devices” to bring up a list, then select the Kapsul you want to delete. A popup will appear that will allow you to remove that Kapsul from the app.
How Do I Restart my App?
You could just restart your whole phone if you find that easier, but here are potentially quicker ways to restart just the Kapsul app.
If you are using iOS…
If you are using Android, the process is similar to that shown in the link for iOS above, but you first have to press the “Menu” soft button as shown below. Depending on your phone and Android version, you might have to swipe up from the bottom to see these soft buttons.
None of This Has Helped. What Do I Do Next?
In this FAQ, we have tried to cover the most common questions we’ve received about our app through our Customer Service website. That certainly doesn’t include all possible issues, so we are happy to dig into your specific situation further if none of the above tips were able to help you. A description of what happens when you connect in the form of screenshots or a video would be helpful as well. If you have an iPhone you can record what you're doing by clicking here.
So that we can begin working on your case right away and avoid the need to email back-and-forth to first collect information, please provide us with as much of the following information as possible.
- Serial number of your Kapsul. See photo below on where to find this information.
- Type of phone, iOS / Android version, Kapsul app version
- Your WiFi network name (not your password) if you are comfortable sharing that
- Make and model of your WiFi access point / router
- Name of your Internet Service Provider (ISP, e.g. Comcast, Verizon etc.)
- Email address used to create your Kapsul account in the app (no password needed)
Your serial number can be found in the following location on your Kapsul
Note* The issues in this FAQ are workarounds for the App. We are constantly updating and improving.