This is likely to happen when your home WiFi network consists of a router in combination with WiFi boosters/repeaters that might have been provided by your internet provider. Scroll down if you've got Deco WiFi boosters from TP-Link.
WiFi boosters turn your network into a so-called 'mesh network' which may create its own subnet. A subnet, or subnetwork, is a network inside a network. It is very likely that your WiFi network is in this subnet created by the boosters. Therefore you should plug the ethernet cable in one of the boosters instead of your router.
When you plug the ethernet cable into your main router the SUB will be connected to a subnet that differs from your WiFi network. Because the SUB is connected to a router its status light turns solid white. However, since the device you're using for the kien app is not connected to the same subnet the app won't be able to show the SUB and possibly state that 'Something's wrong'.
If plugging the ethernet cable into one of the boosters does not work, it might be because the WiFi of your main router is still active and causing problems. Please switch it off on the settings page of your main router before you continue the installation in the kien app.
If you rather try setting it up by plugging the ethernet cable into your main router, then please make sure the WiFi of the main router is switched on (on its settings page) and temporarily switch off the WiFi boosters before running through the installation in the kien app. Once successful you can activate the WiFi boosters again.
Still no success? Please contact our support through firstname.lastname@example.org
TP-Link Deco WiFi boosters
If you have TP-Link's Deco WiFi boosters, depending on your network architecture i.e. connection and settings, you might not see the SUB in the app during the initial system setup. After your initial setup, your kien audio system works independently of your network architecture.
The Deco WiFi booster consists of one "Main Deco" booster and one or more extra boosters.
The Main Deco is connected to your Internet Modem (provided by your ISP) via a LAN cable.
Deco has two operation modes:
- Router (default)
- Access point
1. Router (default):
When the operation mode of Deco is set to Router, it creates a different subnet than your Internet modem. In this case, if during the initial setup you connect your SUB to a LAN port of your Internet modem, the kien app cannot communicate with the SUB for authentication. It will only work if the SUB is connected to the extra LAN port of your Deco device.
2. Access point:
*** make sure your Deco is up to date. There are some connection issues with previous versions of Deco firmware. ***
If the operation mode of your Deco is set to access point, then it is part of the subnet of your Internet modem. In this case, by connecting the SUB to your Internet modem or Deco device the kien app can communicate with the SUB and complete the authentication process.