Troubleshooting
Problem
Possible Reason
Possible Solution
Cannot pair the app to the product
Router security settings may require devices to be added manually by MAC address
Temporarily disable the MAC address restriction, add the device, then re-enable the restriction. SEG does not track individual device MAC addresses
App does not work after installing Android 14
Older app version is not compatible with Android 14
Update the app to the latest available version
App does not recognize the product
Incorrect app version, missing permissions, or compatibility issue
Confirm the correct Sunbeam app is installed, allow required permissions, and retry pairing
Unable to connect to the app
App permissions or pairing process may be preventing connection
Confirm Bluetooth, Nearby Devices, and Location permissions are enabled, reset the bedding, and retry pairing
Unable to pair S2 app with Android phone
Nearby Devices permission has not been granted
Open App Permissions, select Sunbeam S2, and allow Nearby Devices
App will not connect to Bluetooth
Bluetooth or Nearby Devices permission may be disabled
Enable Bluetooth and required app permissions, then restart the pairing process
App says "This device is not supported by this app"
Incorrect app version is being used
Download and use the compatible Sunbeam Bedding app
App recognizes the product but cannot control it
Incorrect app, missing permissions, or network incompatibility
Confirm the correct app is being used, enable required permissions, and verify the Wi-Fi connection
Need to connect the product to the app
Product has not yet been paired
Download the compatible Sunbeam app and follow the pairing instructions
Cannot connect the product on a second phone
Second user may be using a different account
Sign in using the same username and password used to originally set up the product
Cannot connect two products to the same app
Additional device has not yet been added
Select Add Device and complete the setup process for the second product
Problem
Possible Reason
Possible Solution
Unable to connect to Wi-Fi
Phone may be connected to a 5 GHz network while the product requires 2.4 GHz
Connect the phone to the 2.4 GHz Wi-Fi network and retry setup
Cannot connect after changing routers
New router may be using different Wi-Fi settings or 5 GHz only
Connect to the router's 2.4 GHz network and pair the product again
Wi-Fi disconnects shortly after connecting
Network or pairing process may not have completed successfully
Verify the 2.4 GHz connection, restart the product, and repeat pairing
Product does not work correctly after a power outage
Product may need to be reset and re-paired
Unplug the product, restart it, and complete the pairing process again
Product works from the controller but not from the app
App or network connection may be interrupted
Confirm the product is connected to Wi-Fi, restart the app, and reconnect if necessary
Alexa does not work with the product
App and Alexa may not be properly linked
Confirm the product is paired in the Sunbeam app, reconnect the Alexa skill, and retry
Google Home does not recognize heat-level commands
App setup, account linking, or device naming may be interfering with voice control
Update the app, reconnect Google Home, and use a unique device name
Cannot switch sides in the app
Dual-zone setup may not be configured correctly
Confirm the correct side is selected and both controllers are properly connected
Problem
Possible Reason
Possible Solution
Product cannot be turned back on from the app
App or voice control previously turned the product off
Press the checkmark button on the controller, then press the checkmark in the app
Wi-Fi symbol is flashing or pulsing
Product was turned on remotely through the app or voice assistant
Press the checkmark button on the controller to confirm your presence
Schedule does not start
Product may not be paired correctly, schedule may not have saved, or permissions may be missing
Restart the product, confirm pairing, recreate the schedule, and verify app permissions
Schedule disappears or deletes itself
App or device may not be syncing correctly
Delete the existing schedule, restart the app and product, then recreate the schedule
Product turns on or heats unexpectedly
A schedule may be active
Check the Schedule section in the app and disable any unwanted schedules
Need to create more than one schedule
Multiple schedules have not been configured
Add additional schedules through the Schedule or Timer section of the app
Schedule will not work after deleting a previous schedule
Wrong app may be in use or required permissions may be disabled
Confirm the correct app is installed and enable Location and Nearby Devices permissions
