Smart plug loses connection all the time
Smart plug loses connection all the time
Smart plug loses connection all the time
2 weeks ago - last edited 2 weeks ago

I purchased the HS100 last week and it's useless. It loses connection to the wi-fi daily. I have Sonos, UniFi, Hue all working perfectly and have done for two years or more. Is TP Link just poor quality? Am I best off returning and using a different brand?

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#1
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8 Replies
Re:Smart plug loses connection all the time
2 weeks ago

@Tom2019 

 

Sorry for the inconvenience caused here, we can do some troubleshooting first. 

 

What is the led status of the HS100 when it lost connection? 

 

What is the current hardware and firmware version of the HS100? 

 

Please check the signal strength on the device settings page.

 

Besides, you can change another socket to plug it or move it closer to the main router to verify whether it works well. 

 

Best regards. 

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#2
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Re:Re:Smart plug loses connection all the time
2 weeks ago

What is the led status of the HS100 when it lost connection? 

Red

 

What is the current hardware and firmware version of the HS100? 

It has the latest version, when I set up the plug it automatically updated

 

Please check the signal strength on the device settings page.

Full

 

Besides, you can change another socket to plug it or move it closer to the main router to verify whether it works well. 

It is 80 centimetres away from the wireless modem

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#3
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Re:Re:Re:Smart plug loses connection all the time
2 weeks ago
If it's solid red, not flashing, you may want to try it in another outlet to see if that helps. If not it's probably defective and you may need to replace it. Generally they're pretty reliable.
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#4
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Re:Re:Re:Smart plug loses connection all the time
2 weeks ago

@Tom2019 

 

Thanks for your reply. 

 

May I know how often it loses connection? How do you make it back to work? Like power cycle it. 

 

What is the model number of your cellphone and OS version? 

 

And what is the model number of the main router and its authentication type?

 

Besides, please tell us what the current hardware and firmware version is or you can show us a screenshot of the device settings page.

 

Thanks in advance, and have a nice day. 

 

 

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#5
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Re:Re:Re:Re:Smart plug loses connection all the time
a week ago

Kevin_Z wrote

@Tom2019 

 

Thanks for your reply. 

 

May I know how often it loses connection? How do you make it back to work? Like power cycle it. 

 

What is the model number of your cellphone and OS version? 

 

And what is the model number of the main router and its authentication type?

 

Besides, please tell us what the current hardware and firmware version is or you can show us a screenshot of the device settings page.

 

Thanks in advance, and have a nice day. 

 

 

Thanks can you tell me if my hardware version is old?

Model: HS100

Hardware Version: 2.0

Firmware Version 1.5.5

iOS Software Version: 12.3.1

Model Name: iPhone X

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#6
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Re:Re:Re:Re:Re:Smart plug loses connection all the time
a week ago

@Tom2019 

 

The latest firmware for the HS100 V2 should be 1.5.8; try to use the upgrade tool to install the latest firmware manually.

 

Here is the download link of the upgrade tool. http://support.tp-link.com/f/6ec140c111/?dl=1 

 

Once you unzipped it, you can find an instruction. 

 

After that, please take some time to verify its stability and performance.

 

Any updates, please let us know. 

 

 

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#7
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Smart plug loses connection all the time
a week ago

I'm on a Mac. How do I update the firmware manually?

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#8
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Re:Smart plug loses connection all the time
a week ago

@Tom2019 

 

For Mac:http://support.tp-link.com/f/e9f499b682/?dl=1 

 

Please use this one. 

 

Any updates, please let us know. 

 

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#9
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