Troubleshooting Pearl Setup Stuck at 84% in the Mobile App

Overview: What Happens at 84%

At the 84% mark during setup:

The mobile app has already connected to the Pearl and has transmitted the Wi-Fi credentials entered by the user.

The app is now waiting for a confirmation from T.M.A.S. (the online cloud platform that all Pearls report to) that the Pearl has successfully connected to the internet and has been associated with the selected location.

If the process gets stuck here, it typically means something prevented the Pearl from completing that communication.

Common Reasons for the Stall at 84%

1. Wi-Fi Band Incompatibility (Band Steering / 5GHz Issue)

Pearl only supports 2.4GHz Wi-Fi networks with WPA/WPA2 encryption or Open Wi-Fi without landing or login page. For more information about wifi requirements of the Pearl click here

If your network uses Band Steering or prioritizes 5GHz, the Pearl may receive the credentials but fail to connect to the internet.

You might see an error similar to this:

Error: “Contact SMS support: [Device MAC] => has not yet communicated with SMS-Software’s servers…”

 

Solution: Ensure you are connecting to a dedicated 2.4GHz network. Disable band steering or create a separate SSID for 2.4GHz if necessary.

2. Pearl Already Assigned to Another Location

A Pearl device can only be associated with one location at a time.

If the device was previously assigned to another store or location, T.M.A.S. may block the reassignment.

You may see an error like:
“Contact SMS support: [Device MAC] =>Movement of a device within the customer's chain is not supported at this time.”

Solution: Contact SMS Storetraffic support to release the device from its prior location before proceeding with setup.

3. App Version or Device Compatibility Issues

An outdated mobile app or the use of an unsupported device (like a tablet) can cause failures during configuration.

Solution:

Update the mobile app to the latest version.

Use a supported mobile phone (not a tablet).

If no supported mobile device is available, perform setup using a PC with the alternative configuration method.

4. Incorrect Wi-Fi Information

If the wrong SSID or password is entered, the Pearl will fail to connect to the internet.

Solution: Double-check the Wi-Fi credentials and try again. Ensure the password is case-sensitive and matches the network exactly.

Tips for Faster Resolution

Record any error messages or behavior observed when the setup fails.

Sharing these details with the support team helps quickly identify the root cause and accelerate troubleshooting.

If you're still experiencing issues, reach out to our support team for further assistance (bottom right corner of this page, click the blue icon “Chat”, available 8am-6pm EST weekdays)  with the recorded details and steps you've taken so far.