I made an update of the app and since that I cannot connect my e-mark anymore. What should I do?

What always helps

In general it always helps to switch the e-mark off and on again and closing the app from the task manager.
Please always check whether your app(s) and firmware on the e-mark are up to date. The most latest versions can be found here: New app update!
 
Ensure that you have the right app installed and enter the right SSID and password. The e-mark device works with both e-mark and e-mark create app. The e-mark create device is for use with the e-mark create app only! SSID consists of emark or create and a 6-digits number.
 
 
 
On some Android devices it might be required to switch off mobile data.
 

I updated the firmware on the e-mark and cannot connect anymore

When the firmware is updated the e-mark needs to be switched off and on again. Also the app needs to be restarted, please close it first in the task manager.
 

Make a reset for connecting again or when having lost SSID and Password

If you cannot connect anymore, please make a reset. By that your e-mark is set back to factory settings. The imprints on the 3 positions will be deleted and the first imprint you make, will show your SSID and password again. Find a video and explanation for doing a quick reset here: How to make a reset
 

My e-mark shines blue but I cannot connect in the app

A blue light on the right back side means that the e-mark is connected with a device already. Ensure that no other device is already connected, if so, disconnect it first.
  1. Please go to your settings app and go to Wifi.
  2. Select the connected e-mark and click on “forget network”
  3. The e-mark should be disconnected and the blue light should be gone
  4. Go back to the e-mark app and connect there
 

I have a device with Android 10 or 11

With a change to Android 10/11 some steps might be necessary in order to connect properly:
  1. Ensure that your e-mark is not connected in the Wifi settings already, if so, please “forget network” in the Wifi settings before (see steps above)
  2. Turn off Wifi and start app
  3. Turn on e-mark and insert SSID & password
  4. Click connect and then turn on Wifi
 

I have iOS 14

In case you recently updated your iPhone or iPad to iOS 14 (no matter whether it’s 14.0, 14.2 or higher), the app needs further permissions, due to changes in the security of iOS. Details and a description to enable necessary permission can be found here: I have iOS14 or higher and cannot connect my e-mark to the app. What should I do?
 

I have a Samsung device and cannot connect my e-mark

On some Samsung devices it might be necessary to connect your e-mark via your Wifi settings.
  1. Please go to your settings app and go to Wifi.
  2. Ensure that your e-mark is switched on and select it in the list of Wifi networks.
  3. Enter your e-mark password and connect.
  4. Go back to the e-mark app and connect there as well.
 
 
 
  

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