Please only attempt the following steps once you've tried the initial troubleshooting advice - Here
If you're still struggling, sometimes the best thing to do is to start over from fresh, and that means each of the three elements that Cocoon needs to work such as the Wifi, your smartphone and your Cocoon.
- Reboot your Wifi router simply by turning off and on again. This takes a few minutes to come back online so move onto your smartphone next.
- Delete the app (Android 6 and above will need to clear the cache also), and then reboot your smartphone. When powered back on, download the app again.
- Factory resetting your Cocoon will ensure that anything blocking the setup is cleared away. You can find complete instructions with a handy video tutorial - Here
You'll now be ready to attempt pairing once more, ensuring that your Cocoon and router are in close proximity, that your smartphone's volume is on full, and plays directly in front of your Cocoon.
If you've tried both basic and advanced steps and are still unable to set up your Cocoon, the next thing to check would be your router and modem configuration. This will involve accessing your router's settings interface, so we'd recommend checking online with your router manufacturer (or your ISP if they supplied your router) for advice on how to do this.
- 2.4GHz band - Check the bandwidth that your smartphone is connected to is either exclusively 2.4GHz, or a dual band signal with both 2.4GHz and 5GHz.
- Channels - It's worth checking to see if your router is configured to only accept certain channels within the range of 1-13. Usually, the default channel setting is Auto, which is what we would recommend for Cocoon
- Security - Out of principal we'd recommend using the highest level of security your router settings can allow, and most modern routers will use WPA2-PSK AES/TKIP.
- Port-forwarding - Network configuring for specific devices such as games consoles can sometimes create accidental blockages elsewhere. It's worth checking your settings to see if this could be a cause.
- Multiple access points - If you have Wifi extenders it may be advantageous to disable these if encountering setup issues to ensure to rule out any potential blockage.
- Updating your router - You can usually check on your router's firmware within your router settings interface, and upgrade/update through the on-screen options.
- Resetting your router - This is a drastic last step that will wipe your router's current configuration returning it to its factory settings, including the password and network name (SSID), so you may have to reconfigure your connected devices follow the reset. You'll have to check your manufacturer's/ISP's instructions to undertake this as all routers are different.