Installation & beginner Idiot proof answers if possible

BBV

Hello All

Ive tried to contact TADO and had an answer but not to my questions. Please can you assist

I obviously need idiot proof answers

The guy installed a smart thermosat. The extension kit and bridge arrived later in the post but I cant get the bridge to connect to the web and it wont let me past the continue button I presume this is where it will ask me about installation? I cant see anywhere to get installation instructions on the website as well as the fact the bridge has never lit up also does the extension need fitted before the bridge connects to the web and I cant attach a file within the app for a picture of the installation as it currently stands..any help greatly appreciated..

[Deleted User]

Hello BBV,

We have seen that you have since contacted our Support Team,

To add to information already provided by them, it is crucial to have the Internet Bridge connect to our server. You will not be able to proceed, as you have already experienced. Before anything you need to resolve the issue.

Please try the following steps to get the tado° Bridge to connect:

• Reset the Bridge by disconnecting the device from the power for a couple of seconds and then reconnecting it.
• Use a different LAN port.
• Reset the router with the bridge not connected. Once the reset is complete then connect the bridge again.
• Leave the bridge connected for at least 30 minutes if possible.
• Use this troubleshooting guide https://support.tado.com/hc/en-gb/articles/206151036
• Use a different USB cable.
• Use a different LAN cable.

If these steps fail, then test the Bridge on a different model of router, for example at a workplace, friends, neighbours or a family members home. If the bridge connects, please contact us with the serial number whilst it is connected, so that we can ensure the firmware is updated. The firmware update usually takes less than 30 minutes.

Router specific settings:

• If the cloud LED is blinking, set the DNS settings of your router to the Google DNS: Primary DNS Server: 8.8.8.8 Secondary DNS Server: 8.8.4.4 tado° uses port 443 TCP
• For BT hubs, turn off “Smart Setup” using this guide http://bt.custhelp.com/app/answers/detail/a_id/44328/
• For Sky Hub & Sky Q Hub, please enter the settings page of your internet router and add a reservation for the tado° Internet Bridge IP address. Type 192.168.0.1 in your browser -> Advanced -> login -> select LAN IP setup -> Address Reservation -> Add -> select tado° Internet Bridge and then click on Add, then save these settings. Here is a third party video on the subject. https://www.youtube.com/watch?v=GnydEDF806s&t=2m36s

If you are unable to connect the bridge to a different router temporarily, then you may also be able to get the Internet Bridge online by connecting it to the Ethernet port on a laptop by sharing the WiFi internet connection to that Ethernet port. These guides explain how to activate this Internet Connection Sharing on your specific laptop:

• Windows 7 & Vista http://www.dummies.com/computers/operating-systems/windows-7/how-to-share-an-internet-connection-in-windows-7/
• Windows 8 & 10 https://www.youtube.com/watch?v=xpTO0zaeqiY
• OS X Yosemite https://support.apple.com/kb/PH18704
• OS X Sierra https://support.apple.com/kb/PH25327

Once you have confirmed there’s Internet access through this port, connect the tado° Internet Bridge to the Ethernet port and it will connect to the Internet and automatically download the latest firmware updates. If the bridge connects, please contact us with the serial number whilst it is connected, so that we can ensure the firmware is updated.

If none of these steps have helped, please contact us with the exact make and model of your router, as well as what the status lights on the Bridge are indicating.

Please contact us via either the Live Chat 

https://www.tado.com/

Or via the contact form:

Contact us article

Kind regards,

Joey