Connect app

[ceedev]

Why can’t the Connect app see my hub 3

[Natalie_L]

Hi all,

Thank you for posting to us here on the Community.

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, 

[RetiredPaul]

Unfortunately, this has not helped.

Not only was the phone (and tablet) connected to the Home WiFi, but I was sitting just 5ft from the router!

After clearing the cache, I restarted the app, and the message came  up "Hub Not Found", with the option ":let's fix it". That simply takes you through the hub installation process, after which I get the message"We can't find you hub", with the option to try again.

This happens with both my Samsung A53 phone and my Samsung Galaxy S6 tablet.

I await your fix.

[ceedev]

I believe I'm one of the minority instances Nat. I await the outcome of your investigations.

[Paul_DN]

Hi Ceedev,,

Thank you for reaching back out, we are sorry for any inconvenience this is causing, we are aware of the issue and are working on a fix and hope to get this out ASAP.

Regards

Paul.

[Lottie90]

Hi, 

I did message a member of the team directly but it seems to be an issue even tho I was asking for help on an issue exactly the same as another member. 

so I have done all the the things that’s advised on here todo but my connect app will still not connect to my hub I’m the app. 

I did ring but same as the member I messaged, no help. I’m a new customer and the service is turning out to be shocking. No one wants to help or seems to know how ! 

[Matthew_ML]

Hi Lottie90,

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.

[wingtsz2003]

I do have the same problem that my iPhone cannot find the hub3. I’ve done all the measures you’ve mentioned.  But it is still not worked for me. Pls help

[Ashleigh_C]

Hi there @wingtsz2003

Thank you so much for your post and welcome to the community forums! It's great to have you here.

I'm so sorry to hear you have faced this issue with your connect app. I know you have mentioned you have tried the above fixes, can I just confirm, have you been able to try uninstalling and reinstalling the app as well? 

Thanks again.

[wingtsz2003]

Yes. 

[Gareth_L]

Hello wingtsz2003.

I'd like to take a look into this for you.
If you don't mind, I will need to send you a private message to pass security. 
If you can check the purple envelope top right of your screen that would be great. 
Regards     
Gareth_L