Connect app not seeing hub 5

[Hulacat]

Hi,

I’ve just upgraded to hub 5 but the connect app can’t find it. Anyone out there able to help?

cheers

[jbrennand · Accepted solution]

see this...
_______________________

The connect App has recently become "buggy" after upgrading its firmware.

Note the number of new threads on here complaining of App issues. >10 yesterday alone.

A VM person will respond here in a day or two and comment on what you can try.

[John_GS]

Hi Hulacat

Thanks for posting. Sorry to hear you're having issues with the Connect App. Have you tried deleting and re-installing the app since putting the new hub in?

Best,

[Hulacat]

Yes I have, first thing I did

[Natalie_L]

Hi Hulacat, 

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, 

[Hulacat]

Thanks, I tried again to connect earlier today and it worked 

[Megan_L]

Hi Hulacat,

Thanks for coming back to us with that update, I am happy Nat's advice helped you in this instance!

If you have any further issues please let us know.

Thanks, 

Megan_L

[alshanky]

I am facing the same issues, connected to VM hub 6 over wifi, app is unable to find the hub.

Have retried everything from reset to restart on hub 5 and clear cache / data on the app

[Hulacat]

Hi,

mine just sorted itself out, I had an engineer booked to come out and I thought I’d wait to ask him to have a look, but when it was sorted when he arrived. One thing I noticed was there was a green light on the hub for some time after set up but internet/Wi-Fi was working so I presumed that was correct. I noticed it had turned white when the app started working.

[Ashleigh_C]

Hi there @alshanky

Thank you so much for your first post and welcome to the community forums, it's great to have you here. 

I'm so sorry to hear that you are facing this issue with your services! 

Can I just confirm have you been able to try all the checks mentioned earlier in the thread by our staff member Natalie? 

Thank you.