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blakefam's avatar
blakefam
Just joined
2 months ago

VM connect app lost hub

Hi,

I've had the VM connect app for a while and recently it crashed.  Our Hub is still working but the app cannot locate it, I've tried "reinstalling" via the app with no success, and tried clearing app cache and uninstalling and reinstalling app.  No VPN in place and phone is connected to the WiFi fine

Any idea?

2 Replies

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  • Client62's avatar
    Client62
    Alessandro Volta
    2 months ago

    The less you tinker with the VM Hub the more reliable it will be.

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    2 months ago

    Hi blakefam, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you're having issues connecting to the Connect App. Please try following the steps below. We understand you may have already tried to do parts of this already however please re-try, following the steps in the order they are given.

    • Please delete the Connect app from your device
    • Once it's been uninstalled, please turn your device off completely
    • Leave it off for a few minutes before powering back on. 
    • Ensure the OS on the device is completely up to date
    • Once you've done this, please perform a PIN hole reset on the hub. Make sure you hold this in for a timed 60 seconds to ensure it fully resets. Leave the hub to do it's thing and once back up and running, move on to the next step.
    • Re-install the Connect app and sign in.

    Hopefully, doing these steps in the order they are written will resolve the issue, however if not, pop back and let us know.

    Many thanks,