This page is dedicated to help you troubleshoot this error during the commissioning of your device.
This error means that the device was not able to reach the Thread network created by nami devices. Here are the steps to help your device connect.
1 - Make sure that you have at least one mesh sensor paired in the place
The Thread network that your device is trying to reach is created by nami mesh sensors. It is put in place during the commissioning of the first mesh sensor your pair in the place. The credentials of this nami Thread network will be shared to all the other Thread devices commissioned with the nami app.
If you did not pair a mesh sensor yet, please refer to the following guide:
If you do not own a mesh sensor, please contact the nami support team
> How to reach out to the nami support team
2 - Make sure that all mesh sensors paired in the place are powered ON
Your device will use the closest available mesh sensor to connect to the nami Thread network. Make sure all the mesh sensors are powered ON to maximise the nami Thread network coverage in your home.
3 - Make sure that one of the mesh sensors is close enough of your device
Your device might be too far from any mesh sensor to be able to reach the nami Thread network.
For a mesh sensor
You can either move device closer to one of the mesh sensors, or move one of the mesh sensors closer to your device location. Do keep in mind the following placement requirement for all your mesh sensors:
- Place your mesh sensors above the ground, ideally at waist level. Don't put it on the ground or too close to the ceiling for optimal results.
- Avoid placing your mesh sensors behind large metallic objects.
- Do not stack multiple sensors into each other.
- Place the border router within a reasonable distance from the Wi-Fi access point
- To perform Wi-Fi sensing, two mesh sensors must be geographically separated. We recommend having at least 2 meters / 7 feet between each device in the same zone.
- If they are too far away from each other, they won't be able to connect to the Thread network. We recommend having at most 10 meters / 24 feet between each device in the same zone.
For more information, please refer to the following guide:
For a contact sensor
You can only move one of the mesh sensor closer to the door where you intend to use the contact sensor. Do keep in mind the placement requirements above for all your mesh sensors.
4 - Contact support
If you followed the first 3 points and are still getting this error during commissioning, please contact the nami support team.
> How to reach out to the nami support team