If your Messana App, previously functioning correctly, is suddenly unable to access your system, the first step is to verify whether the Messana App can connect when your device is linked to the Network via Wi-Fi or a wired connection.
For additional guidance, please refer to this article: How do I verify if the Messana App properly connects to my local network?
If the app connects locally but not when your device is disconnected from the network, the issue may lie with your router’s firewall settings. In that case, refer to this article: How to configure a router’s firewall to allow the Messana Controls (mBox) to connect to the Messana Cloud Server?
Otherwise, please follow these troubleshooting steps:
- Check your internet connection. Make sure your home internet connection is working properly by testing whether other devices can connect to the network.
- Check if the mBox (main controller) is powered. The mBox has a power socket with an ON/OFF switch located at the bottom right. Make sure the switch is in the ON position, denoted by the “I” mark. When the controller is powered, this switch should display a red indicator light. If the light is not visible, refer to this article: My mBox controller is not powering on, even though there is power in the house. What should I do?
- Restart the mBox. Turn off the device by moving the red switch on the power socket (located at the bottom left) to the OFF position, marked as “O”. Wait for 30 seconds and then switch it back ON.
- Inspect the inside of the mBox.
Open the mBox cover by unscrewing the four cross-headed screws and inspect the power LEDs:
- 12V AC Power Supply. Ensure the dot-shaped blue LED on the AC power supply is illuminated.
- Mini PC (a black box with aluminum cooling fins). Check the single blue LED (circle-shaped around the On/Off button) and ensure it’s on or displaying the correct power signal.
- Ensure that the 12V barrel plug is properly inserted.
- Ask your installer to verify with a DC tester that there’s a stable 12V signal. If no 12V signal is detected, replace the 12V AC power supply module with an equivalent one.
- Check the mBox WAN Ethernet connection. The mBox is connected to your local network via an Ethernet cable plugged into the WAN Ethernet port located on the bottom left side of the mBox. Ensure the Ethernet cable is securely plugged in. If necessary, examine the RJ45 plug for any potential issues. Please note that the WAN RJ45 jack does not have an LED to indicate whether the connection has been made correctly. To verify, proceed to the next step.
- Check the Mini PC WAN Ethernet connection. The Mini PC has two Ethernet ports. The port on the left, nearest to the power cable, connects to your home network via a patch cable to the mBox’s WAN Ethernet port. Confirm the Ethernet patch cable is securely plugged in on both sides.On the left port of the Mini PC, you should see a solid green light on the right and a blinking yellow light on the left, which signifies data communication. If the light is not blinking, data communication is not occurring. If this is the case, please refer to this article for further guidance: How to troubleshoot the mBox Ethernet Connection.
- Try connecting as a Guest. Open the app on a device connected to the home network, log out and select GUEST from the login window to initiate automatic search. For more information about the Guest Mode, refer to this article: Is it possible to grant access to the Messana system to a guest without having a user account?
- Try connecting to the mBox via Bluetooth. You can manage your system using the Messana App on your smartphone via Bluetooth Low Energy (BLE) connectivity. Follow the instruction on this article: How to connect to your Messana Control system (mBox) using Bluetooth.
- Open a Support Case.
If the problem persists after following these steps, please open a support case.
Be sure to document the results of each step performed for reference when communicating with the support team.