Overview

Not sure where to start? Find your symptom in the table below and jump directly to the right guide.

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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
Gateway crashes or becomes unresponsive in large deployments (15+ meters)	Zigbee bandwidth saturated by high-frequency data packets	Zigbee Network Congestion
Device responses are noticeably delayed across the whole Zigbee network	Inefficient data packing on Tuya Private Zigbee firmware	Zigbee Network Congestion
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?
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?
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?
Too many devices on the network and some randomly get kicked offline	Router device connection limit reached	Wi-Fi product frequently goes offline?

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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	Negative Active Power Reading
Power reads negative, no solar, using SPM series pass-through meter	Main wire threaded through meter hole in wrong direction	Negative Active Power Reading
Power reads negative and you have solar panels	Normal — solar is exporting surplus energy back to grid	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	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
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
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
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
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

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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
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
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
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
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	Unable to Set High-Frequency Update Intervals in Zigbee2MQTT for Tuya Zigbee Products

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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

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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

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🆘 Still Stuck?

If your symptom isn't listed above, or the guide didn't resolve your issue:

• 📧 General Support: [e-mail]