If you receive a Something went wrong error message while trying to connect your tado° X device during the installation, this means that your device is having trouble connecting to your network.
This error can often be resolved by following the suggestions in the app and tapping Try again. If you are still unable to connect, you can try the following:
Move your phone closer to the device that you are installing. During the installation, the phone needs to connect to the device via Bluetooth, so make sure that your Bluetooth is enabled and that your phone is near the device.
Move your Bridge X (or other Thread border router) closer to the device that you are installing. For example, if you are installing a Smart Thermostat in your attic and your Bridge is plugged into an outlet in your basement, the two might struggle to connect. Position your Bridge as centrally in your home as possible, ideally near your Wi-Fi router, or consider adding another Bridge X to extend your Thread network.
If you’re using a Thread border router from Apple (like a HomePod or Apple TV), you can find product-specific troubleshooting here.
Turn Bluetooth off and on again on your phone, or simply restart your phone. This will clear the temporary information it stores about the installation of Matter devices.
In the tado° app, go to Settings > Rooms & Devices and select your Bridge X or a different tado° Thread border router. Press Configure to sync your Thread network information to your tado° devices and phone.
Make sure that the device you are installing shows the following symbol, which means that it is ready to connect:
If you do not see these three blinking bars on the display of your device, the device may have timed out. Simply restart the device by taking the batteries out and putting them back in again. The symbol above should reappear, which means the device is ready to connect again.
If you have tried resetting the device and are still unable to connect it, you can try a Factory Reset. This will delete all previous settings.
Note that VPN (Virtual Private Network) encryption can interfere with your device’s initial connection. If you have VPN software active on your phone, turn it off temporarily and try the installation again.
If you have tried all the steps above but are still unable to connect your device, please reach out to our support team. Tap the round orange icon in the bottom right-hand corner to open a chat.