Troubleshoot: Step 4 - Registering your Base

Having trouble with Step 4 - Registering your Base?

Ben Cipollini avatar
Written by Ben Cipollini
Updated over a week ago

If you are experiencing errors on Step 4, your screen might look like this in the app.

If you're experiencing this error, you could be running into a bug in the current version of the app. You may not actually be entering the wrong password for your WiFi network.

Instead, there are two potential issues:

  1. You have app version 0.4.16 or earlier, that does not handle "#" and "&" (or other special characters in passwords) properly.

  2. You have a router with both 2.4GHz and 5GHz WiFi Networks, with the same name.


Confirm that you are entering the correct password, then try the following solutions in this order.

  1. Jan/Feb 2023: Upgrade to app version 0.4.16 or higher.

    1. This newer app version handles special password characters properly.

  2. Try restarting your onboarding process and refresh your "My Base and Buttons" page.

  3. Try moving farther away from your router.

    1. 2.4GHz networks are stronger than 5GHz networks from farther away from the router. Retrying from different distances from your router is a common IoT onboarding trick.

  4. Your WiFi connection may be spotty. Make sure you're on a 2.4GHz connection and try moving to a different place in the house or closer to the router.

    1. If your router is a Simultaneous Dual Band router (dual network router) and you have both 5GHz and 2.4GHz networks, try moving farther away from the router. This helps your Base Connect connect to the 2.4GHz connection instead of 5GHz.

If you see the following screen, your wifi router configuration may be incompatible with IoT devices.

IoT devices (including ours) use 2.4GHz Wifi. Some routers have mixed 2.4GHz and 5GHz with the same channel name, and this causes a looot of trouble with IoT Devices


  1. Try reconfiguring your wifi router. For example, XFinity recommends disabling your 5GHz channel in order to interface with common IoT devices like iRobot vacuums.

  2. Purchase a dedicated 2.4GHz router, and connect it with your main router. These typically cost ~$25, are easy to configure, and avoid having to try to reconfigure your existing router.

If the onboarding screen shows that registering your Base failed, but lists your Base under "Bases," try refreshing and relaunching your app. Your Base may have registered on its own correctly.

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