# 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:** --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://docs.bituo-technik.com/troubleshooting/overview.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.