If your remote controls are not responding when you press Watch or Listen and the app doesn't connect, that means something went wrong with the network or controller. 

When this happens, please reboot the UPS Power Pack by holding the power button for 3 seconds to turn it off, and the same to turn it back on.

After about 1 minute, things should come back to normal.

Sometimes, internet activity can cause the router to block certain ports to protect against a possible attack or, power fluctuations can disrupt proper operation of equipment. The above course of action should solve 90% of issues.

If the app works and it's just the remote not working, please see tech note  https://pticorp.freshdesk.com/solution/articles/22000180442-remote-control-reset

Should this not provide a solution please send us a support ticket so we can solve your issue as soon as possible.