What should I do if I do not succeed in installing the Link?

Installing the link has not been successful: you are stuck on one of the steps. In fact, without the Link being installed, none of the devices can be installed. Installing the Link is the prerequisite first step in installing the Home Alarm system.



We invite you to follow the following steps in the order shown:

1. Mobile application

a. Force close the Somfy Protect mobile application (on Apple/on Android). Note that the only way you can perform the installation is by using an iPhone or Android mobile phone.

b. If you are using an Android version 6.0 phone, you need to enable location services (the term varies depending on the phone: location/position/geolocation, etc.).


2. Powering the Link

a. Check to see that the Link is plugged directly into a wall outlet with the adaptor of the corresponding country and that the light comes on (either a steady light or a flashing one).

b. The Link should turn off when it’s unplugged in order to check that it is actually in “installation” mode. If this is not the case, we invite you to reboot the Link.


3. Positioning of the Link

Check that the Link is properly positioned to have WiFi connection to the residential gateway box (or the WiFi router). Follow our Link positioning advice if necessary.


4. WiFi connection

a. Ensure that your phone is properly connected to your residential gateway box WiFi and that you can browse the Internet. If this is not true, please restart your residential gateway box.

b. N.B.: for its WiFi connection, the Link does not support the following:

  •   WPA-TKIP security protocol (this protocol is no longer supported by the WiFi Alliance)
  •   WPA-CCMP security protocol (activated by default on certain free residential gateway boxs)
  •   5.0 GHz WiFi networks
  •   WEP keys with fewer than 128 bits
  •   the characters “+” and “&” in the WiFi password during the initial installation (after installation and the first update, these characters are accepted)
  •   the name of the WiFi (SSID) network and the password together must not exceed 45 characters in length
  •   spaces in the name of the WiFi (or SSID) network and in the WiFi password
  • activation of the WPS

Note: Security protocol WPA2 PSK AES is prefererd

c. When you are asked for your WiFi network password, be careful to avoid errors: it may contain upper-case and lower-case characters that you might have typed in improperly.

d. Check to see whether the WiFi channel used by the residential gateway box is congested

If there are many WiFi networks around your home, it is possible that the channel used by your residential gateway box is congested.

It may be necessary to change the WiFi channel in the settings of your residential gateway box (or WiFi router). We advise you to first set your WFi channel to “Auto” if this is not already its setting.

If this does not solve the problem, it is recommended that you verify the WiFi environment. You can use a free software program or channel testing application:

These applications will display a graph showing the level of congestion of the different WiFi channels. If your WiFi network is on a channel used by several other networks, it would be necessary to move it to a less cluttered channel by going to the settings of your residential gateway box (or WiFi router).

In the example above, the most congested channels are channels 1, 6 and 11. It would be advantageous to move the WiFi channel of the residential gateway box or router to channels 3, 4, 8 or 9, which are the least cluttered channels.

d. Certain particular cases can also prevent the Link from installing properly:

  •   Samsung “Smart Network” component
  •   company networks
  •   closed ports on the residential gateway box (or the WiFi router)


Related questions

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