Ikuu is Mercator's smart home range, so an Ikuu fan that won't respond can be an app or Wi-Fi problem just as easily as an electrical one. Sorting out which is the first job.
If the checks below don't get it going, call 0421 772 661 and we'll test the power and the wiring to the fan.
A burning smell, crackling from the ceiling, scorching, or a fan that's hot to the touch means switch it off and leave it off. Turn off the circuit at the switchboard if you can do that safely, then call an electrician. Call 000 for any fire or injury.
Never remove the canopy or try to reset the fan's electronics by hand. The smart module is connected to mains wiring. Everything below is done from your phone, the wall switch or the switchboard.
Open the Ikuu app and see whether the fan shows as offline. Then try the wall switch and any remote. If nothing at all responds, think power; if the remote works but the app doesn't, think Wi-Fi.
Has your router been replaced, restarted or had its name or password changed? Smart devices don't follow those changes automatically. Many also need a 2.4 GHz network, so check the manual for what your fan needs.
Turn it off at the wall switch, give it a short pause, and turn it back on. Then give it a moment to reconnect to the network.
Look for a tripped breaker or safety switch. Reset it once. If it goes again, leave it off and call us.
If the fan has power but won't reconnect, follow the setup and pairing steps in the manual and the Ikuu app. Use the documented steps for your model rather than trial and error.
Network and app issues. These are the most common. Router changes, weak Wi-Fi at the ceiling, an app update or an account sign-out can leave a perfectly healthy fan unreachable. If that's the problem, our page on Wi-Fi dead spots may help.
Wall switch confusion. Smart fans need constant power to stay online. If a family member keeps turning the wall switch off, the fan drops off the app every time. Some households label the switch or have it changed; that change is electrical work.
Loss of supply or a wiring fault. A tripped breaker, a failed switch or a loose connection will leave the fan dead to every control. Testing and repair is a job for a licensed electrician.
Faulty smart module or motor. When power is confirmed at the fan and it still won't run or connect, the electronics have likely failed. That's a product fault, to be taken up with Mercator or the retailer under warranty.
Call an electrician if the fan won't respond to anything and the circuit's other lights are working, if a breaker trips when the fan is switched on, if the fan keeps dropping out even with strong Wi-Fi and the switch left on, or if there's any heat or smell.
We check the supply, the switch and the connections at the fan, and we'll tell you whether it's a wiring fix or a product issue for Mercator. Our Mercator Ikuu fan installation page explains how these fans should be set up, and the smart home wiring guide covers planning switches for smart devices.
Usually weak Wi-Fi at that spot, a router change, or the wall switch being turned off. Smart fans need constant power and a stable network.
App and account problems sit with Mercator's support. We look after the power, switching and wiring.
It can, if the network name or password changed. Re-add the fan following the manual and the app's setup steps.
Check the switchboard for a tripped breaker, then restart the fan at the wall. If it's still dead, have the supply tested.
That depends on Mercator's warranty terms and your purchase. Check with the retailer or Mercator. We can confirm the wiring is sound first.
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