General Troubleshooting and Setup Tips for Matter Devices

As the Matter Standard opens the door to allow you to set up devices directly to third-party apps, there will inevitably be difficulties due to the variety of features, platforms and methods available.

 

If you continue to experience difficulties during device setup or have a recommendation not listed here, feel free to leave a comment below, or create a new post on our forums.

 

Please note: The Bluetooth signal of the Matter device will automatically turn off after 15 minutes. To reenable the Bluetooth signal needed for Matter setup, please either replug or reset the Matter device.  If the device has been set up in the Tapo App, the Matter Setup process must be reinitiated from Devices Settings > Matter Setup Code.

 

First - Check Your Matter Controller Compatibility

While support for the technology and standard is growing, many existing smart hubs and speakers were not, or could not be, updated to support Matter.

 

Learn More About Selecting a Compatible Matter Platform, Along with a Compatible Matter Hub in our Community Article:

Matter Controller Compatibility and Setup

 

 

Recommended Troubleshooting Steps for Matter Devices:

If your setup fails, always try again. You may also consider using an alternate setup method, such as scanning the QR code, or manually entering the setup code.

1. If this is the first Matter device to be added to your network, it may take a few attempts to connect a Matter-certified device to the network. For Detailed Setup Instructions, see the FAQ: Matter Setup Guides for Alexa, Google, and Apple Home
    
2. Once plugged in, Both Matter and HomeKit devices may provide a prompt on your phone offering setup. You may consider using your phone’s onboard process as compared to following the steps in your Matter Controller’s App, as you will be asked if you would like to add the device to another app on your phone.

 

Helpful Hint: When using Matter AFTER setting up the device in the Tapo App, COPY THE TEXT CODE!

If setup fails, you won't have to go over to the plug to rescan the QR code, instead it will be saved in your clipboard.

 

Check Your Phone Connection

• Ensure Your Phone is Connected to a Stable Wi-Fi Network
• Ensure Bluetooth is Enabled on Your Phone
• Connect your phone to the Network using a 2.4Ghz network, rather than a 5GHz connection
• Check Your Controller's App Permissions to Ensure the Device is Able to See and Discover Devices on the Lcoal Network

 

Reset Your Matter Device

• The Setup Network and Bluetooth signal of the device will automatically turn after 15 minutes, to reenable the setup network needed, please either re-plug or reset the device.
• If the device has already been configured in the Tapo App, re-enable the Matter setup network for 15 minutes in the app through Device Settings > Matter Setup Code

 

Reboot Your Matter Controller

 

Rebooting Your Phone After a Failed Attempt

 

Manually Enter the Pairing Code on the Label, Rather Than Scanning the QR Code

 

Updated the Device's Firmware through the Tapo App

 

Enable IPv6 Addressing on Your Home Network

The Matter Standard is based on IPv6 Addressing to Communicate with other Devices Across Your Network. Please ensure that the IPv6 is Enabled for Your Local Network (IPv6 is NOT required for your Internet Connection)

 

Check Device Isolation Settings

Determine if Your IoT Network is Compatible or Well-Suited for Your Matter Network. Isolated Hubs, Networks, or Devices will all impact the ability of your devices to communicate and function via Matter

Device Isolation and Local Communication of Smart Devices

 

Disable AP Isolation (If enabled) on Your Home Network

This feature is generally found on Access Points or Satellite Mesh Nodes while in AP Mode. This setting prevents your matter device and controller from communicating with each other if they are not connected to the same AP or mesh node.

 

 

Common Questions:

Should I Connect my Matter device to the Tapo App? When?

It is not required - but our team highly recommends doing so before using your device with Matter.

• Adding a Device to the Tapo App is completely separate from Matter
• Starting Matter Setup from the Tapo App will allow you to add the Device to a Matter Controller (as the Primary Controller)
• Updating Your Device Allows for Any Matter-Related Fixes and Optimizations to Take Effect
• Onboard Device Controls are Only Available through the Tapo App (ie. Timers, Schedules, Away Modes)

 

Is there a recommended order when connecting a Matter device to multiple Matter Platforms or Voice Assistants?

Technically, No. HOWEVER, platform features do vary and not every platform is capable of sharing a connected Matter device to another Controller.

 

Alexa > Google Home > SmartThings > Apple Home

 

How Many Platforms Can a Matter Device Be Added To?

The maximum number of platforms depends on the device, specifically the number of "fabrics" supported by the device - most commonly seen is 5.

• Generally, One Platform = One Fabric
  • Traditional Wi-Fi Setup through the Tapo App Does Not Count as a Fabric
  • Apple Home Connections Consume Two (2) fabrics

 

How Long Do Share Codes Created by Matter Controllers Last Before Expiring?

The Duration of the Pairing Codes is dependent on the Platform and App. Make sure to complete the Setup on the Second Controller Before the Pairing Code Expires

 

• Codes Created by Alexa will Expire After 15 Minutes
• Codes Created by Google Home will Expire After 5 Minutes
• Codes Created by Apple Home will Expire After 3 Minutes

 

Do Not Create Multiple Pairing Codes for Multiple Ecosystems in a Row - After creating a Code, all subsequent pairing codes will be invalid until the first pairing code is used or expires