15
TROUBLESHOOTING GUIDE
PROBLEM
Unable to download app
Unable to launch app
App crash
I did not receive my
consent email.
The Hello Dreamhouse
Companion App was
unable to locate my
Hello Dreamhouse.
PROBLEM
Wifi indicator button
shows only one bar.
Hello Dreamhouse not
responding to voice
commands.
ERROR CODE
Problems Connecting to
Wifi: Error Codes 1, 3,
5, 6, and 7
SOLUTION
Verify that your mobile device meets the minimum requirements.
Verify you have internet access on your device.
Verify that your mobile device meets the minimum requirements on page 4.
Please restart the app. If you’re still having trouble, please visit
service.mattel.com or call 1-800-524-8697.
Check your junk mail folder.
It is possible that network issues have prevented you from receiving the
email. Please verify that the email address you entered is correct and if so,
select the “resend email” button from the “waiting for consent” screen.
Please verify that Hello Dreamhouse is in Connection Mode.
Please see page 14.
SOLUTION
Move Hello Dreamhouse to a location that is closer to the router or modem
to ensure a stronger signal.
Alternatively, try changing the channel on your router. For additional help,
please go to service.mattel.com or call 1-800-524-8697.
Confirm that the power switch is on and the Wifi switch is in the on position.
See page 10.
Speak clearly (do not shout) and face the microphone from a distance
of less than 3 feet (90 cm).
Say “Hello Dreamhouse” and wait for the beep before giving a command.
If Hello Dreamhouse still doesn’t understand you:
a) Press and hold the Talk Button.
b) Wait for the beep.
c) Say a command.
d) Release the Talk Button.
Note: Hello Dreamhouse is optimized for children’s voices.
SOLUTION
Please see "Managing your Wifi Connection" on page 14.
Server Down:
Error Code 2
Weak Wifi Signal:
Error Codes 4 and 8
The server is down, so Hello Dreamhouse is unable to process voice commands.
Check back later or switch to Offline Play.
Move Hello Dreamhouse to a location that is closer to the router or modem
to ensure a stronger signal.
Alternatively, try changing the channel on your router. For additional help,
please go to service.mattel.com or call 1-800-524-8697.
COMPANION APP
GENERAL
ERROR CODES
