Cannot login to Connect App

[Fazzini]

I cannot login to the connect app. Stuck in some sort of loop. Can login to My VM using same username and password.

Every time I try to login, it asks for username, and then defaults to biometrics. Use this, then loops back to ask for username.

Tried uninstall and reinstall, no joy. Changed password on account. No joy. The fact I keep getting emails telling me how amazing the connect app is really starting to grate now.

Oneplus Nord phone running Android 11

[Beth_G]

Hi Fazzini,

Thanks for your post, sorry to hear you're stuck in a loop when trying to sign into the Connect App.

I'd firstly advise to try and turn off biometris for the Connect App temporarily. You can do this under 'settings' > 'biometrics and security'

Let us know how you get on.

[Fazzini]

Thanks for the reply. Still no joy. Stuck in the same loop. 

[Client62]

Manage the Hub via its menus : http://192.168.0.1/

Use the Hub Password from the bottom sticker. ( not the Wi-Fi password ).

[Tom_W1]

Hi @Fazzini thanks for your reply, we're sorry to hear this.

The first thing to be aware of is you need to be connected to your Home Wi-Fi in order for the app to connect to the Hub. It won't allow the connection if you're on a different Wi-Fi network, Guest network on your own Wi-Fi, VPN, or mobile data. If this still doesn't help, try clearing the data within the Connect App. These steps will help you do that:

For your Apple device, if you're on iOS 15 then you can try this: Open Settings > Tap your name > Tap iCloud > Tap Manage Settings > Tap the Connect App > Tap Delete Data.

If you're on iOS 16 then just delete the app from your device, restart the handset, and then re-download the Connect App.

For your Android device, you can try this: Open settings > Apps > Connect App > Storage > Clear data / Clear cache.

If this also fails then we currently have a known error with some of the data in our systems that's causing the app to not recognise the Hub in a minority of instances. We're already investigating this as a high priority.
Pop back and keep us posted.

Thanks,