Connectivity

What Wi-Fi band does kumo cloud operate on?

kumo cloud connects to the 2.4Ghz band on your router. Many routers are either 2.4Ghz (single band) or both 2.4 and 5Ghz (dual band).

Some dual band routers will try to connect the 5Ghz band to kumo cloud. This will not allow the system to connect to your Wi-Fi. First, be sure that your router’s firmware is up to date. If you continue to have connectivity issues, you should identify your 5Ghz band (by naming it differently, as a suggestion) so that you can easily differentiate between the two bands when connecting to kumo cloud.

What information do I need to know about my (or my customer’s) Wi-Fi in order to connect to kumo cloud?

You need to know the following information about the home wireless network.

• Network SSID – (The network name, i.e. John’s Wi-Fi)
• Network Password
• SSID should be broadcast (not hidden)
• Network should have 2.4Ghz band enabled
• MAC address blocking should be disabled on the router if enabled
• Wi-Fi security profile should be set to either WPA2-Personal or WPA/WPA2-Personal

If you are not certain of the Wi-Fi security profile that your network is set up for, follow these steps to view the network Security type:

1. Ensure your computer is connected to the home Wireless network
2. Click the Wi-Fi icon in your computer’s System Tray – A list of Wi-Fi networks will be displayed
3. Click on the SSID of your Wi-Fi network which should show “Connected – Secured”
4. Click “Properties”
5. Scroll down to Properties
6. The Security Type will be displayed

Is kumo cloud compatible with mesh Wi-Fi networks?

kumo cloud is compatible with mesh Wi-Fi routers, but additional steps may be required to enable connectivity. The kumo cloud wireless interface operates exclusively in the 2.4Ghz network. Mesh Wi-Fi routers may broadcast a single SSID for both 2.4Ghz and 5Ghz networks. Kumo cloud is looking for a 2.4Ghz network. Connections to mesh networks that roam between 2.4Ghz and 5Ghz may not maintain a reliable connection with the kumo cloud device or may not connect at all during device pairing.

Common mesh Wi-Fi routers:

• Google Wi-Fi mesh
• Google Nest Wi-Fi
• Google Fiber
• Eero mesh Wi-Fi
• Linksys / Velop mesh
• Netgear Orbi mesh
• TP-Link Deco Whole Home Wi-Fi
• AmpliFi mesh
• Plume mesh
• Ubiquiti Mesh

Here are some ways to troubleshoot if you have a mesh network:

Update router firmware

• Log into your router through its mobile app or from a web browser and confirm that the router’s firmware is most recent and up to date

Separate SSID for 2.4Ghz

• If your mesh Wi-Fi router allows it, configure separate SSIDs for the 2.4Ghz and 5Ghz networks and name each network SSID accordingly – i.e. “mynetwork-2.4” and “mynetwork-5”
• During device pairing, you will only see the compatible network, i.e. “mynetwork-2.4”
• Connect the kumo cloud to the 2.4Ghz network

Guest network

• Some mesh Wi-Fi routers allow you to create a separate 2.4Ghz “Guest” network to be used for Internet of Things devices that only operate in the 2.4Ghz network band
• Create the 2.4Ghz “Guest” network with a unique name, i.e. “Guest-2.4”
• Connect the kumo cloud device to the Guest network

Temporarily hide the 5Ghz network during pairing / re-pairing

• Some mesh Wi-Fi routers such as the Eero line of routers allow you to temporarily hide the 5Ghz network
• The Eero app allows you to temporarily hide the 5Ghz network for 15 minutes
• Temporarily hiding the 5Ghz network will facilitate the initial pairing or repairing of the kumo cloud device to your network

Create additional SSID for 2.4Ghz

• If your mesh Wi-Fi router does not allow the main SSID for 2.4Ghz and 5Ghz to be separated, you can create an additional SSID and select it to broadcast on the 2.4Ghz band
• Note, for AmpliFi Mesh systems, you must also add the additional 2.4Ghz SSID to each of the mesh points and/or to the router
• During device pairing, you will only see the compatible network, i.e. “amplifi-2.4”
• Connect the kumo cloud to the 2.4Ghz network

Consider another wireless router

• If configuring separate SSIDs or a Guest Network is not possible with your mesh Wi-Fi router, i.e. Eero Mesh, you can connect an inexpensive wireless router to your existing router or gateway
• Once the router/access point is connected, set it up to broadcast a completely new SSID on 2.4 GHz only
• Connect the kumo cloud device to this SSID

Helpful support articles:

• Netgear Orbi mesh
• Google Nest Wi-Fi
• Google Wi-Fi mesh
• Google Fiber
• Linksys / Velop Mesh – Configure separate SSID for 2.4Ghz
• TP-Link Deco Whole Home Wi-Fi – Create Guest Network
• Eero mesh Wi-Fi – Contact Eero Technical Support: 1-877-659-2347 or email support@eero.com
• AmpliFi mesh
• Plume mesh
• Ubiquiti Mesh

What mobile operating systems is kumo cloud compatible with?

Kumo cloud is compatible with smartphones and tablets running on:

• iOS 10.0+
• Android 5.1+

Will the programmed schedule continue if I lose internet access?

Yes. The programmed schedule continues without interruption with Wireless Interface WI 1 and WI 2 (i.e. model PAC- USWHS002-WF-1 and PAC-USWHS002-WF-2, respectively). If the Wireless Interfaces are the older model PAC-WHS01WF-E, programmed events may be interrupted by an internet outage. If a momentary interruption occurs and service returns within 10 minutes, all events take effect. If internet service remains out, programmed events will not continue until the service returns.

Will kumo cloud work if it loses connection to the cloud?

If kumo cloud loses connection to the cloud, you can still control your heating and cooling via your kumo app connected to your router locally (both your phone and the wireless interface must be connected to the same Wi-Fi network). In this case you will likely be in the home. If you are outside of the home and your phone is not on the same network as the wireless interface, you will lose the ability to connect and control your heating and cooling remotely until the cloud connection is restored.

How can I see how strong the Wi-Fi connection is to the wireless interface?

In the kumo cloud app, you can check to see the strength of the Wi-Fi connection:

• Go into “Settings” and click on “System Setup”
• Click on “Installer Settings”
• Once you skip or enter the Diamond Contractor PIN you will see a page with “Installer” in the top center and the site(s) that are registered to you
• Tap on your site's name to see the individual zones that are set up in your home
• Click on a zone and you will see the signal strength for this zone

Why isn't kumo cloud connecting?

Wireless connectivity issues can be caused by any number of things, including your router settings, the distance to your router, signal strength and more. Please refer to the following Alerts articles on troubleshooting your connection:

• Internet Connectivity
• Server Connectivity

I purchased a new Wi-Fi router. How can I pair my kumo cloud to this new router?

If you have a new router that you would like to pair kumo cloud with, and are disconnected from your older router, first verify that Bluetooth is enabled on your mobile device. Then you can go into the Settings menu in the kumo cloud app, tap on System Setup, and you will see “Wi-Fi: Problem”. Clicking on this presents a “Reconnect Wi-Fi” button. Follow this process to enter in your new Wi-Fi credentials and connect kumo cloud to your new router.

How can I identify which wireless interface I have?

Figure A (PAC-WHS01WF-E):

Figure B (PAC-USWHS002-WF-1):

Figure C (PAC-USWHS002-WF-2)

How can I check what firmware my wireless interface has?

On the kumo cloud Home screen, tap Settings at lower right:

On Settings screen, and select System Setup:

On Setup screen, select Installer Settings:

After selecting the Site, select the Zone you want to check:

Look in the bottom right corner:

What firmware for the wireless interface resolved any Android 12 issues?

02.06.05

What is a Wi-Fi range extender and how do I know if I need one?

A Wi-Fi range extender or repeater boosts the signal of the home Wi-Fi network to allow your devices, like the kumo cloud wireless interface, to connect and stay connected. They are typically necessary when a Wi-Fi signal is needed to connect a device that is in an area or room where there is a weak signal.

To know if you need one to connect your kumo cloud wireless interface(s), check the signal strength of your connection for each of your zones:

• Go into “settings” and click on “system setup”
• Click on “Installer settings”
• Once you skip or enter the Diamond Contractor PIN you will see a page with “Installer” in the top center and the site(s) that are registered to you
• Tap on your site's name to see the individual zones that are set up in your home
• Click on a zone and you will see the signal strength for this zone

Ideally you should see “very good” or “good”. Anything less than “good” means that your connection may not be reliable enough to retain a stable connection with kumo cloud wireless interface. In this circumstance, you may want to consider getting a range extender.

NOTE: If you have a mesh network it is not recommended to purchase a range extender. You should add a compatible node to your existing mesh network.

Why can’t I find my wireless interface in the app when trying to connect to it for the first time?

Are you using a device that is using the Android 12 operating system or later? *See Android 12 FAQ

If you are using a PAC-USWHS002-WF-2 verify that the CN105 connector is in the white port of the wireless interface. *This may require the system to be powered down.

On a PAC-USWHS002-WF-1/2 the green LED is lit, blue LED is flashing 4x fast. *Note that the LEDs can be turned off on the PAC-USWHS002-WF-2 through a setting in the app.

Verify that “Location Services” are permitted/enabled for the kumo cloud app,

Verify that Bluetooth is enabled on the mobile device.

Verify that the equipment is working properly. You can try another controller device if available, or by using the emergency operation switch (EOSW) on applicable indoor units.

If an MHK2 is being used, it is best practice to install the kumo cloud wireless interface first before connecting the MHK2 wireless interface.

Why am I unable to re-provision a wireless interface after pressing the factory reset button?

Are you using a device that is using the Android 12 operating system or later? *See Android 12 FAQ

Verify that the system will operate with a different controller if available or the emergency operation switch (EOSW) on applicable models.

Verify that the wireless network name and password are correct. *Note that wireless network name and passwords are case sensitive.

Identify if there are special characters that are used in the wireless network name and password. Some special character combinations may not be accepted by all IOT devices.

Why do I get an error when trying to provision wireless interfaces?

Are you using a device that is using the Android 12 operating system or later? *See Android 12 FAQ

What do the different steps mean as I go through the process of provisioning and connecting kumo cloud to my Wi-Fi network?

As you connect your device to the home Wi-Fi network, you will see “checkpoints”. These each represent a step in the Wi-Fi provisioning process and mean different things. If you are stuck on a step, you can troubleshoot based on where the process was stopped.

Connecting to device – Your phone is establishing a direct Bluetooth connection with the kumo wireless interface. Failures at this stage are most likely the phone’s Bluetooth not being enabled or there is a signal strength problem. If you get stuck at this stage, ensure that your Bluetooth is enabled in your phone’s settings. You can also move the phone closer to the indoor unit you are connecting to and its wireless interface, but stay at least 2 feet from the interface.

Sending network configuration – Your Phone is encrypting and packaging up your network credentials (SSID and password) to be delivered securely over Bluetooth to the wireless interface. This generally happens very quickly. Failures at this step are also Bluetooth related. You can check the phone’s Bluetooth settings are on and try getting closer to the wireless interface.

Awaiting device restart – Your phone has successfully delivered the credentials that were entered and kumo cloud is waiting on the wireless interface to restart in normal operating mode. Failures here are almost always because the SSID (network name) or password were entered incorrectly, preventing the wireless interface from joining the Wi-Fi.

Checking network connection – The app is verifying that the device has established a connection. Failures here could happen for several reasons:

• If the wireless interface is in BLE mode (4 rapid blue blinks) then it is most likely that network credentials (SSID or password) were entered in incorrectly, or the router is located too far away from the indoor unit and not receiving adequate signal strength.
• If the wireless interface has 1, 2, or 3 steady blue blinks then it is a network related issue. This could be signal strength to the router, slow internet connection, no internet connection, or there are firewall/security settings that must be turned off.

Check for firmware update – The app is checking to see if the wireless interface needs a firmware update. This should happen quickly if a firmware update is unnecessary, or it will wait a little longer if a firmware update is needed. Issues at this step are almost always related to slow or no internet connections. A remedy to this issue could be to get a Wi-Fi range extender.

Awaiting system configuration – The system is waiting to receive an initial data upload from the kumo cloud wireless interface to the cloud. If there is a failure at this step, it is likely a network problem.

Why I am unable to find wireless interfaces during provisioning?

Are you using a device that is running the Android 12 operating system or later? *See Android 12 FAQ

If you are using a PAC-USWHS002-WF-2 verify that the CN105 connector is in the white port of the wireless interface. *This may require the system to be powered down.

On a PAC-USWHS002-WF-1/2 the green LED is lit, blue LED is flashing 4x fast. *Note that the LEDs can be turned off on the PAC-USWHS002-WF-2 through a setting in the app.

Verify that “Location services” are permitted/enabled for the kumo cloud app,

Verify that Bluetooth is enabled on the mobile device.

Verify that the equipment is working properly. You can try another controller device if available, or by using the emergency operation switch (EOSW) on applicable indoor units.

If an MHK2 is being used, it is best practice to install the kumo cloud wireless interface first before connecting the MHK2 wireless interface.

What if my mobile device is running Android 12?

We are pleased to release an update to fix the kumo cloud Android 12+ issue that prevents an Android 12+ device from commissioning a Wireless Interface 2 (PAC-USWHS002-WF-2).

The first release is an app update on the Google Play store on Monday, April 18, 2022. This was the first half of the update which will allow Android 12+ devices to set up Wireless Interface 2's (PAC-USWHS002-WF-2).

The second half of the update is an over-the-air firmware update for the Wireless Interface 2 released on Thursday, April 21, 2022. Wireless Interface 2’s which are installed on systems connected to the internet will receive this update.

The Wireless Interface 2’s that are not connected to the internet will need to be commissioned with a non-Android 12+ device. If the factory reset button is operated on a Wireless Interface 2 manufactured before June 2022, the firmware will be reset to a previous version that will require a non-Android 12+ device to re-commission the interface.

The serial number located on the back of the Wireless Interface 2 can be used to determine the date of manufacture. The first digit represents the year, the second digit represents the month (NOTE: The months of Jan through Sept are represented by the numbers 1 through 9, Oct is X, Nov is Y, and Dec is Z.)

Users with a correctly functioning system, will not need to make any changes regardless of whether they have a device with Android 12 or iOS devices. The Wireless Interface 1 (PACUSWHS002-WF-1) will still experience the issue, and we are investigating a fix for the future.

Please use a non-Android 12+ device to commission these products.

The first generation kumo cloud wireless interface (PAC-WHS01WF-E) is not affected by this issue. Apple iOS devices are also not experiencing any provisioning issues at this time. For more information, please contact your local METUS representative.

Why when am I getting a “write-error” message when trying to connect to my kumo cloud wireless interface?

This error message is most commonly encountered when a mobile device is running Android 12 operating system. If you are using a device with Android 12 operating system, please see Android 12 FAQ.

What do I have to do to reconnect a wireless interface if I just changed my wireless network name?

Are you using a device that is using the Android 12 operating system or later? *See Android 12 FAQ

You can use the reconnect Wi-Fi feature under the settings > system setup >Wi-Fi > reconnect Wi-Fi and enter the new network name and password and select each zone you want to reconnect.

You may also elect to “add indoor unit” from the installer settings menu before this you will need to access the wireless interface (PAC-USWHS002-WF-1/2) and press and hold the button closes to the LEDs for 5 seconds and release. After a brief pause the blue LED will shut off and go into a 4x fast flash. Then the device can be discovered through the kumo cloud app.

What do I have to do to reconnect a wireless interface if I just changed my router?

Are you using a device that is using the Android 12 operating system or later? *See Android 12 FAQ

If you used the exact same network name and password (case sensitive too) as your previous router, kumo cloud wireless interfaces PAC-USWHS002-WF-1/2 should reconnect on their own. If you are using a PAC-USWHS01WF-E you will need to press the WPS button on the interface and on your router.

If the network name and password for the new router is different from the old one, you can use the reconnect Wi-Fi feature under the settings > system setup >Wi-Fi > reconnect Wi-Fi and enter the new network name and password and select each zone you want to reconnect.

You may also elect to “add indoor unit” from the installer settings menu before this you will need to access the wireless interface (PAC-USWHS002-WF-1/2) and press and hold the button closes to the LEDs for 5 seconds and release. After a brief pause the blue LED will shut off and go into a 4x fast flash. Then the device can be discovered through the kumo cloud app.

How do I connect Google Home to my kumo cloud app?

Manage your home’s comfort using your Google Home device. To connect your devices, find the kumo cloud app for Google Home by going to the Google Home app, choosing to “add a device”, and then searching for kumo cloud. Once you’re connected, here are some controls you might want to try:

Setting the mode and temperature range

Depending on the unit you own, you will be able to tell Google to set the Mode to Off, On, Heat (if it is not a cool-only unit), Cool, and Heat-Cool. In Heat-Cool, most units have a standard range of 61°- 88° F (roughly 16°- 31° C), and that full range is accessible. Google will query the adapter for supported temperature ranges, and user-configured minimums and maximums, and will abide by those.

Creating names for rooms

Inside the Google Home app, you can create rooms with preset or entirely custom names (numbers, punctuation, and even emojis are supported), and can then assign devices as members of these rooms. You can also nickname your devices. By default, the device nicknames are established as whatever the units are labeled inside the kumo cloud app (which supports numbers and punctuation, but not emojis). “Name” refers to either the nickname of the device, or the room that it belongs to. For example, if you have a unit named Floor Unit 1 and it belongs to the room Kitchen you can either command the Kitchen or the Floor Unit 1 to change mode. If a command is directed at a room name for a room that contains multiple devices, the command will be sent to all devices in that room.

How do I connect Amazon Alexa to my kumo cloud app?

Manage your home’s comfort using your Amazon Alexa device. After you have set up your zones, follow these steps:

1. Sign into Alexa on your smart device or through the Alexa portal at alexa.amazon.com.
2. In the left pane of the Alexa portal, click Skills. On your smartphone or tablet, tap to view the Skills icon.
3. In the “Search all skills” box, type Mitsubishi Electric US kumo cloud and select the kumo cloud skill from the drop-down list.
4. After you arrive at the skill page, click the Enable button. The kumo cloud sign in page will be displayed.
5. Under “Sign in with your kumo cloud app”, enter the Email ID and Password that you use to sign in to your kumo cloud app, then click submit. Tip: You can also reset your kumo cloud password using the Forgot Password link. If you do reset your password, remember to sign in to your kumo cloud app account using the new password. A message indicating that the linking was successful is displayed.
6. Close the displayed page. The Discover Devices pop-up window will be displayed. If the pop-up window does not display, go to Smart Home Devices.
7. Discover Devices: A pop-up window with a progress bar and the message “Alexa is looking for devices” will be displayed. The process may take up to 20 seconds. Once the process is complete, the device and zone names from the kumo cloud app will be displayed.
8. You can then control your Mitsubishi Electric equipment using voice commands via Alexa. To confirm that the setup was successful, give the Alexa device a voice command, for example, “Alexa, set the kitchen to 70 degrees.” Alexa should respond that the kitchen unit was set to 70 degrees.

For more information about using the kumo cloud® skill with Amazon Alexa, in your Alexa account go to Skills > Your Skills > Mitsubishi Electric US kumo cloud.