Forum Discussion

Scotthopes's avatar
Scotthopes
Joining in
6 months ago

Hub 5 will not accept router password, even after reset

Using the VM connect app that never seems to work Ive turned my sons nintendo switch off from the WiFi.

When I went to reactivate it the VM connect app says hub not located.  (seems to be a very common and frequent issue from what I've read on forums) 

So I tried doing it from the hub settings instead. But when putting password in (not the WiFi password before anyone suggests that) it wouldn't accept it. So I hard reset the router and tried again. Still nothing on either the app or the hub accepting the password after the hard reset.

Is there anything else I can try. 

Done the 60s reset 

8 Replies

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

    No mothing, however note the printing of the Hub 5 information is not the best. Just check you are 100% sure of the admin(settings) password.  There is no recovery method btw.  If everything fails then a new Hub will be required. 

  • Client62's avatar
    Client62
    Alessandro Volta
    6 months ago

    Just to confirm Reset means: 
    1) Press & hold the Reset button for 60 seconds
    2) The Hub must remain powered on to perform the factory reset process. ( be patient )

    VM Hubs are known to abort the reset process if powered off before the factory reset completes.

  • Sabrina_B's avatar
    Sabrina_B
    Icon for Forum Team rankForum Team
    6 months ago

    Hi Scotthopes 👋.

    Thanks for reaching out to us and welcome to the Community Forums. Sorry to hear that you are having issues with your Hub, can we ask since your post have you been able to get this resolved or are you in need of further assistance? 

    I will drop you a message should you need it for the further assistance.

    Sabrina

  • Cardiffman282's avatar
    Cardiffman282
    Wise owl
    6 months ago

    I find I have to add a space after the final character of the password before clicking Enter for it to be accepted. 

    • Matthew_ML's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      6 months ago

      Thank you for posting this bit of important information.

      I can see my colleague has sent them a DM also. 

  • Greg105's avatar
    Greg105
    Tuning in
    9 days ago

    Hello - I’m experiencing exactly the same problem- after lengthy e chats I was sent a replacement hub - and guess what still unable to log into the hub not accepting factory password - 60 sec reset no luck 

    spoke yet again to customer services who advised that it can take up to 72 hours before I can access hub settings - is this correct or just a ploy to get rid of me?

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team
      7 days ago

      Hi Greg105 👋.

      Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues that you are facing with your Hub password. the Hub does have two passwords, one for the Wi-Fi & and for the admin settings, please ensure that you are using the W-Fi one, if you are struggling you can bypass the Wi-Fi password using an ethernet cable, this will also assist with admin settings to change the WiFi password.

      I shall drop you a private message to see how you are getting on as well as any further issues, please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
       

      Thanks.
       

      Sabrina
       

      • Greg105's avatar
        Greg105
        Tuning in
        7 days ago

        Thanks Sabrina - all sorted now 🙏