Use the supplied USB-C charger and wait for the visible state to finish.
Breathe Better. Live Smarter.®
Fix the problem you see now.
Pick the symptom that matches the device, try the first fix, and stop when readings or setup return to normal.
- 6 symptoms
- ~10 min checks
- Clear handoff
Common issues
What best matches the problem?
Start with the visible symptom. Each path has one first move and a short checklist.
Wi-Fi will not connect
Setup keeps looping, the portal does not open, or the router never shows Terrestream online.
Open fix
Readings look wrong or too high
A number looks surprising after setup or after moving the device.
Open fix
Fan sound or cleaning animation
You hear the fan or see a cleaning state.
Open fix
Claim code or app pairing fails
The code expires, the prompt is missing, or the app says the device is already claimed.
Open fix
Screen, touch, or update seems stuck
The screen is not responding, an update appears stalled, or setup stops moving.
Open fix
Factory reset, resale, or transfer
You are giving the device to someone else or need to restart setup from scratch.
Open fix
Before you dig in
Three checks cover most support cases.
Stay connected to Terrestream-XXXX even if your phone warns there is no internet.
Give fresh setup or fresh-air exposure about 10 minutes before judging readings.
Fix paths
Use one path. Ignore the rest.
These are intentionally short. If the matching path does not clear the issue, send support the checklist below.
Wi-Fi setup
Wi-Fi will not connect
Sign
Setup keeps looping, the portal does not open, or the router never shows Terrestream online.
First move
Use a 2.4 GHz network and keep the phone connected to Terrestream-XXXX while you finish setup.
- Move the device close to the router.
- Join Terrestream-XXXX from phone Wi-Fi settings.
- If the portal does not open, visit 192.168.4.1.
- Choose the 2.4 GHz network and re-enter the password.
Done when
The device leaves setup and starts showing room readings.
Why it happens
Most setup failures come from a 5 GHz-only network, a password typo, weak signal, or the phone leaving the device Wi-Fi.
Readings
Readings look wrong or too high
Sign
A number looks surprising after setup or after moving the device.
First move
Put the device in open room air for about 10 minutes, then check whether the trend settles.
- Move it away from vents, windows, stoves, showers, and humidifiers.
- Leave it powered on in open air for 10 minutes.
- Compare the trend, not one single reading.
- Capture a screenshot if one metric stays stuck.
Done when
The trend settles or points to a clear source in the room.
Why it happens
Fresh setup, blocked airflow, vents, windows, cooking, showers, humidifiers, and cleaning products can change what the sensor sees.
Sound
Fan sound or cleaning animation
Sign
You hear the fan or see a cleaning state.
First move
If it lasts only a few seconds and readings continue, treat it as normal maintenance.
- Note the time and duration.
- Check whether the sound stops on its own.
- Set the device on a stable surface.
- Contact support if the sound is constant or paired with frozen readings.
Done when
The sound stops and readings continue updating.
Why it happens
A short scheduled self-clean is normal. Constant or repeated noise is different and should be investigated.
Account
Claim code or app pairing fails
Sign
The code expires, the prompt is missing, or the app says the device is already claimed.
First move
Sign in to the owning account, then use Devices > Add device for any additional device.
- Sign in with the account that should own the device.
- Open Devices > Add device.
- Restart the claim step on the device if the code expires.
- Factory reset only if you are intentionally transferring ownership.
Done when
The dashboard confirms the device is attached to the account and the device leaves the claim step.
Why it happens
The claim window expired, you are adding a second device, or the device is still tied to another account.
Device
Screen, touch, or update seems stuck
Sign
The screen is not responding, an update appears stalled, or setup stops moving.
First move
Use the supplied charger and wait through visible update or reconnect states.
- Confirm the USB-C cable is seated at both ends.
- Leave the device powered on if an update or reconnect state is visible.
- Tap once on the intended control with a bare finger.
- If it stays frozen after one power cycle, contact support.
Done when
The device returns to the normal reading screen or continues the setup flow.
Why it happens
Power, network availability, update timing, or a missed touch target are the usual causes.
Reset
Factory reset, resale, or transfer
Sign
You are giving the device to someone else or need to restart setup from scratch.
First move
Use factory reset only when you are ready to clear Wi-Fi and account linking.
- Open device settings and choose factory reset.
- Confirm only after you are ready to erase saved setup data.
- After reset, the next owner should follow the normal setup guide.
- If you cannot access settings, contact support with the serial number and account email.
Done when
The device returns to first setup and can be claimed by the next owner.
Why it happens
The device needs saved network, claim, and account-linking information cleared before reuse.
Still stuck?
Share the current state with support.
A few specifics make it easier to understand what happened and choose the next step.
What to send
- Device serial number or claim code
- What the screen shows right now
- Router name and whether it is 2.4 GHz
- Screenshot of the app, screen, or reading
- Where the device is placed in the room
Wrong page?