New customer and cannot get connect app to find my hub 4

[RobDoyle]

I have reinstalled the media connect app twice but it still won’t find my hub 4. Turned hub off and on a few times, turned off mobile data as well as reinstalling the app….still no joy. Any ideas?

[Client62 · Accepted solution]

The VM Connect app is flaky, reports like this are seen daily.

Make sure that you are not using an VPN like tool such as Apple Private Browsing / Private Relay / or IP hiding of any form.

Visit the link below, the result should be just an IPv4 IP address that matches the Public IP of the HUB.

https://whatismyipaddress.com/

[RobDoyle]

Thanks very much for your response. No VPN of any description being used as far as I can tell. Checked ip address from the link sent and all seems fine? Not sure what to do next?

[Client62]

You can manage the Hub at http://192.168.0.1  ( use the HUB password from the sticker on the bottom side )

[RobDoyle]

I was aware of that thanks and I have taken a look. Nothing there seems amiss.

[Tom_W1]

Hi @RobDoyle thanks for your post although we're sorry to hear of your concerns raised here.

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 Wi-Fi in order for the app to connect to the Hub. It won't allow the connection if you're on a different Wi-Fi network, Guest network on your own Wi-Fi, 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 re-download the Connect 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's causing the app to not recognise the Hub in a minority of instances. We're already investigating this as a high priority.
Pop back and keep us posted.

Thanks

[RobDoyle]

Hi Tom,

I just tried again reinstalling as you describe and done that a few times now but the problem persists unfortunately!

[John_GS]

Hi @RobDoyle 

Thanks for coming back to the thread

Did you try the other steps such as clearing the data from the device? 

Kind regards,

[RobDoyle]

Yes I have an iPhone 13 with the latest update so deleted the app, turned the phone off and on, reinstalled but still the app can't find the hub?

[Ayisha_B]

Hi @RobDoyle,

Thanks for giving the suggested steps a try. 

We currently have a known error with some of the data in our systems that's causing the app to not recognise the Hub in a minority of instances. 

We're already investigating this as a high priority.

Apologies for any inconvenience caused and we appreciate your patience.