> For the complete documentation index, see [llms.txt](https://docs.bituo-technik.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.bituo-technik.com/troubleshooting/overview.md). # Overview Not sure where to start? Find your symptom in the table below and jump directly to the right guide. *** ### Connectivity & Networking | What you see | Most likely cause | Text | | ------------------------------------------------------------------------------ | ----------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------- | | Multiple Zigbee devices stop responding or data points go missing in dashboard | Too many devices reporting at short intervals, overwhelming the gateway | [Zigbee Network Congestion](/troubleshooting/electrical/zigbee-network-congestion.md) | | Gateway crashes or becomes unresponsive in large deployments (15+ meters) | Zigbee bandwidth saturated by high-frequency data packets | [Zigbee Network Congestion](/troubleshooting/electrical/zigbee-network-congestion.md) | | Device responses are noticeably delayed across the whole Zigbee network | Inefficient data packing on Tuya Private Zigbee firmware | [Zigbee Network Congestion](/troubleshooting/electrical/zigbee-network-congestion.md) | | Wi-Fi device goes offline every few hours and reconnects on its own | Weak signal inside metal enclosure / router band steering forcing device off 2.4GHz | [Wi-Fi product frequently goes offline?](/troubleshooting/electrical/wi-fi-product-frequently-goes-offline.md) | | Wi-Fi device constantly reboots or won't stay connected | Grid voltage too low or unstable for device operating range | [Wi-Fi product frequently goes offline?](/troubleshooting/electrical/wi-fi-product-frequently-goes-offline.md) | | Device works on the bench but drops offline after installation in panel | Metal distribution board acting as Faraday cage blocking Wi-Fi signal | [Wi-Fi product frequently goes offline?](/troubleshooting/electrical/wi-fi-product-frequently-goes-offline.md) | | Too many devices on the network and some randomly get kicked offline | Router device connection limit reached | [Wi-Fi product frequently goes offline?](/troubleshooting/electrical/wi-fi-product-frequently-goes-offline.md) | *** ### Wiring & Measurement | What you see | Most likely cause | Go to | | ------------------------------------------------------------------------------ | ---------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------- | | Power reads negative, no solar, using **SDM** series with CT clamp | CT clamp installed in wrong direction on the wire | [Wiring & Measurement](/troubleshooting/electrical-1.md#negative-active-power-reading) | | Power reads negative, no solar, using **SPM** series pass-through meter | Main wire threaded through meter hole in wrong direction | [Wiring & Measurement](/troubleshooting/electrical-1.md#negative-active-power-reading) | | Power reads negative and you have solar panels | Normal — solar is exporting surplus energy back to grid | [Wiring & Measurement](/troubleshooting/electrical-1.md#negative-active-power-reading) | | Displayed power is lower than V × I you calculated manually | Meter shows Active Power (W), not Apparent Power (VA) — Power Factor < 1.0 | [Wiring & Measurement](/troubleshooting/electrical-1.md#displayed-power-voltage-current) | | Heat pump circuit reads 0W or 0A even when heat pump is clearly running | CT core magnetically saturated by DC offset injected by inverter | [Measurement Failure with Heat Pumps](/troubleshooting/electrical-1/measurement-failure-with-heat-pumps.md) | | Heat pump power reading is far lower than nameplate rating | High-frequency harmonic interference from inverter disrupting CT and metering chip | [Measurement Failure with Heat Pumps](/troubleshooting/electrical-1/measurement-failure-with-heat-pumps.md) | | One or more phases show large negative wattage (e.g., -500W) in 3-phase system | Voltage reference wire and current wire are on different physical phases | [Phase Mismatch (Crossed Phases) in 3-Phase Meters](/troubleshooting/electrical-1/phase-mismatch-crossed-phases-in-3-phase-meters.md) | | Power Factor reads around 50% or -50% on a standard resistive load | Classic sign of crossed phases — voltage and current are 120° apart | [Phase Mismatch (Crossed Phases) in 3-Phase Meters](/troubleshooting/electrical-1/phase-mismatch-crossed-phases-in-3-phase-meters.md) | | One phase shows positive power while others show negative simultaneously | CT clamped on wrong phase wire / comb busbar shifted phase sequence | [Phase Mismatch (Crossed Phases) in 3-Phase Meters](/troubleshooting/electrical-1/phase-mismatch-crossed-phases-in-3-phase-meters.md) | *** ### App & Cloud | What you see | Most likely cause | Go to | | --------------------------------------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------- | | Smart Life app shows "Failed to add the device" during pairing | App version too old to recognize latest firmware / wrong product version (non-Tuya module) | ["Failed to Add the Device" Error in Smart Life App](/troubleshooting/electrical-2/failed-to-add-the-device-error-in-smart-life-app.md) | | App can find the device but pairing always times out | Device has Standard Zigbee 3.0 or Open Wi-Fi module — not compatible with Smart Life | ["Failed to Add the Device" Error in Smart Life App](/troubleshooting/electrical-2/failed-to-add-the-device-error-in-smart-life-app.md) | | Support team asks for your device ID for remote diagnosis | Need to locate Virtual ID from Smart Life app to share cloud logs | [Virtual ID for Tuya Connectivity Products](/troubleshooting/electrical-2/virtual-id-for-tuya-connectivity-products.md) | | Device appears online in app but data never updates or refreshes | Virtual ID not provided / cloud log access needed for remote diagnosis | [Virtual ID for Tuya Connectivity Products](/troubleshooting/electrical-2/virtual-id-for-tuya-connectivity-products.md) | | Cannot set high-frequency update interval (e.g., 5s or 10s) in Zigbee2MQTT for Tuya Zigbee Products | Restrictions applied to EOL products after an accidental OTA update via the Tuya Zigbee gateway | [App & Cloud](/troubleshooting/electrical-2.md#unable-to-set-high-frequency-update-intervals-in-zigbee2mqtt-for-tuya-zigbee-products) | *** ### BRCS Hardware Checklist | What you see | Most likely cause | Go to | | ----------------------------------------------------- | ------------------------------------- | --------------- | | Your issue is not listed in any of the sections above | May be a rare or model-specific issue | Contact Support | *** ### Others | What you see | Most likely cause | Go to | | ----------------------------------------------------- | ------------------------------------- | --------------- | | Your issue is not listed in any of the sections above | May be a rare or model-specific issue | Contact Support | *** ### 🆘 Still Stuck? If your symptom isn't listed above, or the guide didn't resolve your issue: * 📧 **General Support:**