Forum Discussion

goingfor55's avatar
goingfor55
Tuning in
10 months ago

Hub 4 Issue

Hi,

I am having issues accessing Hub4 settings.

I have reset loads of times now, after entering the password on start screen, the page just hangs with "Page not responding" message.

All TS has been carried out including, 4 resets and 4 power cycles from wall but nothing helps.

Any ideas?

 

Linda

11 Replies

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  • Client62's avatar
    Client62
    Alessandro Volta
    10 months ago

    There are dozens of reports just like yours every month.

    The VM Connect app corrupts the Hub 4 causing the admin menu to fail & any VM Pods to go offline.

    1) Uninstall the VM Connect app from all devices in your home.

    2) Press RESET on the Hub 4 for 60 seconds, then leave the Hub 4 powered on to revert to the factory settings.

    3) The Hub 4 should revert to original Wi-Fi & Hub passwords from the sticker.

    If the VM Connect app is re-installed expect the Hub 4 to resume the Reset / Rapid re-fail cycle.

    • JohnnyH2's avatar
      JohnnyH2
      Settling in
      9 months ago

      hi.  I too am having the blank screen issue trying to connect to the Hub4.  I had this without having used the connect app, so I don't think it is the connect app that is causing the issue (or at least not for all).  Going round in circles with customer services.  Getting very frustrated.  Asked for a new hub to be sent yesterday and immediately got disconnected!  Just about to try again. 

      • Steven_L's avatar
        Steven_L
        Icon for Forum Team rankForum Team
        8 months ago

        Hello JohnnyH2,

        Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your router at the moment.

        I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
        Kind Regards,
        Steven_L

  • goingfor55's avatar
    goingfor55
    Tuning in
    10 months ago

    I have uninstalled app from iphone and reset hub 4 times, do you mean the hub wont work with the app at all? I reinstalled app but still wont connect to hub. Thanks

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    10 months ago

    Delete the Connect app and manage the Hub via the admin console.

    • goingfor55's avatar
      goingfor55
      Tuning in
      10 months ago

      I am trying to access the hub settings via admin panel and not the app. The app just does not see the hub.As you can see above, the app thing is a separate issue. Thanks

      • Adduxi's avatar
        Adduxi
        Very Insightful Person
        10 months ago

        Note what Client62  was advising. The app is apparently causing some problems, and best avoided.