If the TCL Home app gets stuck searching for devices, does not recognize your Wi-Fi network, or cannot connect to your TCL smart home product, the steps below may help resolve the issue.

The exact steps and available options may vary by product model, mobile device, app version, and software version.

Before You Begin

Before troubleshooting, please check the following:

1. Make sure you are using the correct app
   Download or update the TCL Home app from the Apple App Store or Google Play Store.
2. Confirm your TCL product supports Wi-Fi
   Not all TCL home comfort products include Wi-Fi capability. Check your product’s user manual or product specifications to confirm Wi-Fi support.
3. Confirm your product is supported by the TCL Home app
   Some TCL products may use a different app or may not support app control.

Use a 2.4 GHz Wi-Fi network
TCL Home app setup requires a standard 2.4 GHz Wi-Fi network.

If your router uses both 2.4 GHz and 5 GHz Wi-Fi, make sure your phone is connected to the 2.4 GHz network during setup. If both networks use the same Wi-Fi name, you may need to separate the network names in your router settings. Your internet provider or router manufacturer can help with router-specific instructions.

1. Move closer to the product and router during setup
   For best results, keep your mobile device near the TCL product and make sure the product is within range of your Wi-Fi router.

If the TCL Home App Loses Connection During Setup

If the app begins setup but loses connection before completing, try the steps below:

1. Check how far the TCL product is from your wireless router.
   If the router is too far away, move the router closer to the product or move the product closer to the router, if possible.
2. Check your internet speed.
   You can test your connection using a website such as fast.com. If your speed is very low, restart your router.
3. Restart your wireless router.
   Unplug the router from power, wait about 15 seconds, then plug it back in. Allow the router to fully restart before trying again.
4. Restart your mobile device.
5. Restart the TCL product.
   Unplug the unit from power for about 3 minutes, then plug it back in.
6. Open the TCL Home app and try setup again.

If the TCL Home App Cannot Find Your TCL Product

If the app cannot locate your TCL product during setup:

1. Make sure your phone is connected to a 2.4 GHz Wi-Fi network.
2. Check that the TCL Home app is not being blocked by your router firewall or security settings.
3. Restart your wireless router by unplugging it for about 15 seconds, then plugging it back in.
4. Restart your mobile device.
5. Restart the TCL product by unplugging it for about 3 minutes, then plugging it back in.
6. Try adding the product in the TCL Home app again.

If Setup Fails Using CF Mode

Some TCL home comfort products use CF Mode during Wi-Fi setup. The app and unit may automatically use CF Mode when setup begins.

If the unit is not in CF Mode:

1. Press the Display button on the remote control 6 times.
2. Wait about 8 to 10 seconds.
3. You should hear two beeps, and the unit should display CF.
4. Follow the setup instructions in the TCL Home app or in your product’s user manual.

If setup fails while using CF Mode:

1. Reset the wireless setup configuration back to CF Mode by pressing the Display button on the remote control 6 times.
2. Try setup again.
3. If setup still does not work, try adding the unit using AP Mode, if available for your model. Refer to your product’s user manual for AP Mode instructions.
4. Restart your wireless router by unplugging it for about 15 seconds, then plugging it back in.
5. Restart your mobile device.
6. Restart the TCL product by unplugging it for about 3 minutes, then plugging it back in.
7. Try setup again in the TCL Home app.

If the App Cannot Find or Connect to Your Wi-Fi Network

If the TCL Home app cannot find your Wi-Fi network or cannot connect to it, your phone may need to allow certain app permissions.

On your mobile device, check that the TCL Home app has permission to access Location. This permission may be required for the app to detect nearby Wi-Fi networks during setup.

The exact steps vary by phone model and software version, but the setting is usually found under:

Settings > Apps > TCL Home > Permissions > Location

After enabling Location permission, reopen the TCL Home app and try setup again.

If Setup Freezes or Gets Stuck at 80%

If the TCL Home app starts connecting to the unit but freezes, stops, or fails around 80%, the phone and unit may have started pairing but were not able to complete the network connection.

Try the steps below:

1. Close and reopen the TCL Home app
   Fully close the app, then reopen it and try setup again.
2. Restart your mobile device
   After the phone restarts, reconnect it to your home Wi-Fi network before opening the TCL Home app.
3. Confirm your phone is connected to a 2.4 GHz Wi-Fi network
   The TCL Home app setup requires a 2.4 GHz Wi-Fi connection. If your router uses both 2.4 GHz and 5 GHz under the same network name, your phone may switch bands during setup and cause the process to stop.
4. Turn off mobile data temporarily
   On some phones, mobile data may interfere with the setup process if the Wi-Fi connection drops or changes during pairing. Turn off cellular/mobile data, then try setup again while connected to Wi-Fi.
5. Turn off VPN or private relay features temporarily
   Disable any VPN, iCloud Private Relay, ad blocker, or private DNS feature that may affect the phone’s network connection.
6. Restart the TCL unit
   Unplug the unit from power for about 3 minutes, then plug it back in.
7. Reset the unit’s Wi-Fi setup mode
   Press the Display button on the remote 6 times. After about 8 to 10 seconds, the unit should beep and show CF. Then try setup again.
8. Restart your router
   Unplug the router from power for about 15 seconds, then plug it back in. Wait for the Wi-Fi network to fully return before trying setup again.
9. Try AP Mode if CF Mode continues to fail
   If setup continues freezing at 80%, reset the unit’s Wi-Fi setup again and try AP Mode, if available for your model. Follow the AP Mode instructions in your product’s user manual.
10. Try another phone or tablet
    If possible, try setting up the unit from a different mobile device with the TCL Home app installed. This helps determine whether the issue is related to the phone, app permissions, or network settings.

Tip: If setup repeatedly stops at 80%, it is usually related to the phone switching networks, a 2.4 GHz/5 GHz router setting, app permissions, VPN/private network settings, or the unit needing to be reset back into Wi-Fi setup mode.

Account or Verification Code Issues

If you are having trouble signing in, creating an account, or receiving a verification code:

1. Make sure the TCL Home app is updated to the latest version.
2. Check the Apple App Store or Google Play Store to confirm whether an update is available.
3. Make sure your mobile phone software is up to date.
4. Check your spam or junk folder for the verification email.
5. If the app requires a verification code, make sure you select Send in the app so the code can be sent.
6. Confirm that the email address or phone number entered in the app is correct.

Helpful Tips

For the smoothest setup experience:

• Connect your phone to the same 2.4 GHz Wi-Fi network you want the TCL product to use.
• Turn off VPN services temporarily during setup.
• Keep your phone close to the TCL product during pairing.
• Make sure Bluetooth, Wi-Fi, and Location services are enabled on your phone, if prompted.
• Avoid using guest networks, public Wi-Fi, or networks that require a separate sign-in page.
• Make sure your Wi-Fi password is entered correctly.

Finding Your TCL User ID in the TCL Home App

If additional support is needed, you may be asked for your TCL User ID.

To find it:

1. Open the TCL Home app.
2. Select Profile.
3. Look under your username.
4. Locate the TCL User ID.

This information can help identify your TCL Home app account during troubleshooting.