Yes, you are correct. In the video, there is a Remote Gateway shown on the side during the pairing process at 0:36. However, please note that the video features the SONOFF M5 with the Remote Gateway, while you are using the DUAL R3. Despite the different devices, the process of adding sub-devices should be similar in the app.
If you are still facing difficulties in adding the device, I suggest recording a video of the pairing process. This will allow us to better understand the issue and provide more specific assistance. You can submit a form to our customer support team at this link and upload the video: https://help.ewelink.cc/hc/en-us/requests/new
Our support team will be more than happy to help you resolve the problem.
Dual R3 has issues with the eWeLink remote feature that was already assumed by Sonoff as I can recall even on this forum. All other eWeLink remote enabled gateways work perfectly with R5 but not the dual R3s
Hi there, thank you for reaching out and letting us know about this issue. We have been closely monitoring this problem and have also conducted pairing tests in our office, and paired the DUAL R3 with the R5 successfully. The DUAL R3 has been upgraded with firmware to function as a remote gateway. Based on our experience, this issue might be caused by an incompatible firmware version upgrade or hardware incompatibility.
I suggest reaching out to your seller or manufacturer for further assistance. If you have purchased SONOFF products, you can also contact the SONOFF team at firstname.lastname@example.org for support.
ok, but how can we know if it’s an hardware or firmware issue?
As you well know is not easy or convenient to basically tear down our homes because it might be an hardware issue.
What Dual R3 firmware version is 100% sure working?
does the R5 have firmware update capabilities?
It must be acknowledged that when issues occur with devices, it can be challenging for users to determine whether it’s a firmware, hardware, or software problem, which requires some knowledge of IoT technology. That’s why I usually advise users to submit a feedback ticket within the app first. Our support team will make an initial assessment of the problem. If the issue is not related to software, our support team will provide appropriate guidance.
When I consulted the main seller of R5, the SONOFF company, they are closely monitoring this issue. They hope that users experiencing this problem can send the problematic DUAL R3 back to SONOFF for further assistance. Therefore, if your devices were purchased from SONOFF, you can contact their team for further support.