on 15-10-2022 11:48
Hi, the connect app is not working, but hub 3, Wi-Fi etcetera is good. I’ve rebooted and hard reset, rebooted iPad - still no joy.
thank you.
Answered! Go to Answer
on 15-10-2022 17:53
on 15-10-2022 17:53
on 15-10-2022 19:10
Thanks John, I’ll sit tight for a few days - I’ve noticed the app pauses some equipment, which is difficult to un-pause without the app.
Neil.
on 18-10-2022 08:17
Hi KungFool,
Thank you for reaching out to us here on the Community.
We're sorry to hear you're having an issue with pausing/unpausing your devices.
We're currently investigating this with the team. They have advised that doing a PIN hole reset on the hub should allow the pausing feature to work.
Make sure you hold the pin in for a minimum of 45 secs before trying again.
Thanks,
on 18-10-2022 10:01
on 20-10-2022 10:17
Hey KungFool
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, you can try this: Open Settings > Tap your name > Tap iCloud > Tap Manage Settings > Tap the Connect App > Tap Delete Data.
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.
Matt - Forum Team
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