Introduction

We designed Aiden to connect to the Fellow app smoothly, but that (frustratingly) might not always be the case based on numerous factors. There's no need to worry though! Trying the steps below has helped others connect their Aiden and just might help you too. 

Ensure you have the correct app

Fellow has two apps that connect with our products, the EKG Updater app and the Fellow app. If you find yourself trying to connect your Aiden to the app you use for your EKG Pro or Pro Studio kettle, you'll want to head to the App Store or Google Play Store and download the Fellow app instead. 

Download the Fellow app for iOS here

Download the Fellow app for Android here

If your Aiden continuously displays "Offline"

If your Aiden is continuously showing a grey circle and an "Offline" message, try the following:

1. Unplug your Aiden for a few seconds and plug it back in
2. If that doesn't help, unplug it and plug it back in close to your WiFi router

If you've done those and are still unable to connect, please let us know here. Our Customer Experience team would be more than happy to help!

For more information about Aiden's statuses, please refer to our dedicated help center article here. 

If your Aiden continuously displays "Connection Failed"

If your Aiden is continuously showing a red circle and the "Connection failed" message, try the following:

1. Share any profiles you'd like to keep with yourself 
   1. Tap on a custom profile, tap the share button in the top right corner, and share it with your number or your email for safekeeping
   2. Profiles can be downloaded at any time using the link
2. Remove your Aiden from the app if needed
   1. Tap the Aiden, tap the settings icon in the top right corner, tap "Device Information", tap "Delete Device"
3. Delete the Fellow app from your device
4. Temporarily move your Aiden closer to your wifi router if it's not in the same room
5. Factory reset your Aiden 
   1. Go to "Settings" > "Maintenance" > "Factory Reset" using the dial
6. Reset your wifi by unplugging your router for 10 seconds and plugging it back in
7. Redownload the Fellow app
8. Reconnect your Aiden to the Fellow app

If you've gone through the process and are still unable to connect, please let us know here. Our Customer Experience team would be more than happy to help!

For more information about Aiden's statuses, please refer to our dedicated help center article here. 

2.4GHz vs 5GHz WiFi

It's important to note that Aiden can only be connected to a 2.4GHz WiFi network. Many WiFi routers have both and often cycle them automatically based on which one is best for your device at the time. If the troubleshooting steps above aren't working, it might be helpful to try splitting the 2.4 and 5 GHz bands into separate networks.

Router Settings

In some cases, your router might be internally set to block non-HTTP requests, which will prevent Aiden from connecting. During the connection process, Aiden, which is on your network, will need to make outgoing requests using MQTT. Allowing these requests may allow your Aiden to connect successfully!