Connect app won’t find hub 5

[Jsquires1990]

What is wrong with the connect app. Sometimes it loads, today however it does t connect Iv tried uninstall of app and used iPhone and iPad but neither work. Also, rebooted the hub 5 but it’s not connecting. 

[kitenski]

Same issue here, the phone is 1m from the hub, connected to it via Wifi and the Connect app (just updated) says unable to find the hub!!

[Jsquires1990]

Hopefully a VM CM will be along to advise. 

Seems it’s broken for the many!

[newapollo]

Hi @Jsquires1990 and @kitenski 

There is an known issue affecting a small number of users and the Connect app. VM are working on a solution.

[kitenski]

Thanks,

However it was working fine last week!

[Jsquires1990]

Mine was fine up until yesterday!

[Kath_F]

Hi Jsquires1990, 

Thanks for your post and we're sorry to hear you're having an issue with the Connect App recognising your hub. 

The first thing to be aware of is you need to be connected to your Home WiFi in order for the app to connect to the Hub. It won't allow the connection if you're on a Guest network, 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 redownload the 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 is causing the app to not recognise the Hub in a minority of instances. We are already investigating this as a high priority. 

Pop back and keep us posted. 

Thanks, 

[Jsquires1990]

---

@Kath_F wrote:

Hi Jsquires1990, 

Thanks for your post and we're sorry to hear you're having an issue with the Connect App recognising your hub. 

The first thing to be aware of is you need to be connected to your Home WiFi in order for the app to connect to the Hub. It won't allow the connection if you're on a Guest network, 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 redownload the 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 is causing the app to not recognise the Hub in a minority of instances. We are already investigating this as a high priority. 

Pop back and keep us posted. 

Thanks, 

---

Done all of this but the app is broken!

please advise further…

[kitenski]

Those instructions no longer work on iOS 16, my app also still broken. Tells me it cannot find the hub when it's 1metre away from the phone, and I'm not on VPN or the guest network!

[Jsquires1990]

Why is this so difficult to get an answer to?

CS are useless, I tried sending PM to VM CM who had an open chat with me but they bounced back a Mod team response. 

most unhelpful