Hub not found in Connect app

[RichardDBlake]

I am trying to resolve wifi issues using the VM Connect app but it showing ‘Hub not Found’. I have tried rebooting the Hub, deleting the app and reinstalling it after rebooting my phone but no luck. 

what can i do to resolve this?

[Kath_F]

Hi RichardDBlake, 

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 an issue with connecting to your Hub within the Connect App. 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.

If you've recently had a new hub then it can also take a few days for the updates to reflect. 

Finally, you can also try a pin hole reset on the hub. Make sure you hold the reset button in for a timed 60 seconds to ensure a full reset is completed.

Pop back and let us know how it all goes. 

Thanks,

[RichardDBlake]

Hi Kath_F

Thanks for replying.

Firstly, apologies for the dual post. The reason is when I first posted the message I got an error to say there was an error posting, therefore I did it again. Clearly, the first post had gone through, despite the error message.

Regarding the problem with the connect app. I am connected to my home wifi, I do not have a guest network set up and am not running a VPN. Also, when I first got the error I tried both a normal reboot and a factory reset (holding the reset button for 1 minute) and the issue still remained after both of these.

Also, I deleted the app from my phone, restarted the phone and then reinstalled the app to ensure that all app data was removed. Again, it did not resolve the issue.

Regards, Richard 

[T9WPC]

Hi 

I’m having exactly the same problems with all the same remedies to try to fix the issue but VM Connect can’t find the Hub 5. Worked perfectly on my old hub 

[T9WPC]

Also my hub has been installed for a few months and all working perfectly 

[Steven_L]

Thanks for coming back to us RichardDBlake, 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

[David_Bn]

Thanks for reaching out to us @T9WPC, and welcome to our Community Forums!

I'm sorry to hear of the issues you've been experiencing with the Connect Application and the Hub 5.

Can you please ensure that you have cleared cache on the application and logged out before then trying to connect to the Hub 5?

Once completed, if this still doesn't allow you to sync with the Hub 5, please perform a reset on the hub and try again.

Thanks,

David_Bn

[daltonian]

I did all this too and still no luck

[Zach_R]

Hi @daltonian, 

Thank you for your post and welcome back to our community forums. We're here to help.

I've just responded to the other thread that you've made about this. We'll continue to assist you with this matter from there going forward.

Thanks,