This may have occurred for several reasons. Check that you have done the following: Make sure your Wi-Fi router is switched on and connected to the internet. Have your appliance plugged in and the On/Off switch in the On position. Have your Wi-Fi network name (SSID) and Wi-Fi network password ready (remember, passwords are case sensitive). Make sure your smart device’s location settings are turned on (for Android only). Check that your router’s security protocols are set to either WPA or WPA2 (see manufacturer’s instructions for how to do this). Check that you signed into your Kenwood World account. Check that you have accepted the Apps ’terms and condition’. If you need any more help, please contact Customer Support for assistance.