iOS app not logging to HC2

[qmoreira 0]

Anyone help!

 

after adding some virtual devices the logging from iOS devices was normal... i geed accesss to those new VD to other users, saved it... and then made a backup...

 

suddenly all iOS devices can't connect to HC2... i get the message "trying to reconnect"... i have change the password for my poweruser, erased the app and reinstalled it and i keep getting that message... all in local network and with APP... 

 

on browser it logs normally... and in iphone if i turn off wifi and thought browser i go to home.fibaro.com i can login in...

 

its just the apps and  in all of the users (different devices) in local netwrok

 

 

[I.Srodka 4]

Hello @qmoreira,

 

Do you use the most current version of iOS (iOS 11.0.2)?

 

Did you try to remove the app completely (when you remove the app via settings you have two ways to remove the app, with its cache files and without) and reinstall it? 

 

Could you provide a screenshot of the error?

[qmoreira 0]

Hi @I.Srodka

 

Yes I use the latest version of iOS (11.0.2)

 

I havent erase the app from settings... I just did it and nothing... its the same... 

 

there is no error... it just tries to reconnect... and never does... 

 

like this:

 

Please login or register to see this attachment.

 

Edited October 10, 2017 by qmoreira

[I.Srodka 4]

@qmoreira, could you restart your Home Center, and on the screen above, click cancel and verify (type in again) the login credentials.

 

PS. Did you choose to remove it completely (cache data as well)?

[qmoreira 0]

@I.Srodka done it... and nothing... I keep having the same trying to reconnect message...

 

[I.Srodka 4]

Are you on the same WiFi as Home Center?

 

15 hours ago, qmoreira said:

and in iphone if i turn off wifi and thought browser i go to home.fibaro.com i can login in..

 

Okay, but can you log in to your Home Center via the app on cellular network?

[samuel 27]

try to restart the HCL or HC2 first, tell me what happens, did it work?

[I.Srodka 4]

@samuel, I asked about it earlier

41 minutes ago, I.Srodka said:

could you restart your Home Center

 

It looks like a very uncommon error. We couldn't reproduce it. 

 

 

[qmoreira 0]

@I.Srodka @samuel

 

no I can't log in with cellular network... and yes I have restarted it, erased app completely and installed again and nothing... same message...

 

I can log in remotely using iPhone browser with cellular network... but no with app...

 

after making backup all this happened... I was using it normally... I even moved from DHCP to static ip (keeping the same IP)... restarted router.... 

 

I don't know what else to do

 

 

UPDATE: i had to leave home right now... so I just tried to log in with cellular network and it work... I didn't do anything... 

 

I doesn't load images correctly

 

Please login or register to see this attachment.

 

but at least it logs in... as I come back will see if I can log on same wifi network and write back

 

 

Edited October 10, 2017 by qmoreira

[qmoreira 0]

I just wrote to fibaro support as another curious thing I notice from this login I send picture... I can connect as show but with a different wifi network as remote access... not cellular network or same wifi as the HC2...

 

I got more lost with this

 

 

[I.Srodka 4]

@qmoreira, could you do the following actions:

 

1) Remove all devices from Home Center:

Please login or register to see this attachment.

 

2) Reboot your Home Center

 

3) In the meantime you can "kill" the Fibaro app on your iPhone.

[qmoreira 0]

@I.Srodka

 

done already all of that and nothing.... 

 

I just notice this in configuration panel... last backup:  there was a problem connecting to the backup servers, please contact support...

 

yesterday I didn't had that message

 

Please login or register to see this attachment.

 

 

i have restart the HC2 and now I can see the latest update

 

 

 

Edited October 11, 2017 by qmoreira

[I.Srodka 4]

As far as app is concerned:

What type of credentials do you use to login to mobile app? Fibaro ID or local credentials?

 

When it comes to the error:

Quote

There was a problem with the connection to the backups server. Please contact support.

Please set up date manually, to the correct date.

 

Moreover, you can set DNS servers to Google ones:

Please login or register to see this attachment.

 

 

To understand your situation correctly, could you fill in the answers below:

 

I can connect using

APP on my WIFI: YES/NO

APP on my CELLULAR: YES/NO

APP on friend's WIFI: YES/NO

 

 

Custom icons are downloaded only via LOCAL access on your local WiFi (the same as Home Center).

[qmoreira 0]

@I.Srodka

 

actually I use both... when I reinstalled the app I put connect option... then I put Fibaro ID... after that it ask me for HC2 user and password... 

 

I can connect using

APP on my WIFI:  NO

APP on my CELLULAR: NO

APP on friend's WIFI: YES

 

 

 

[I.Srodka 4]

@qmoreira,

 

Did you check your DNS servers? Are they set to Google's?

 

Did you set the date manually to a proper one (current) and rebooted the device? After that Home Center reboot, did you reboot the iOS device as well?

 

And finally, some posts ago, you wrote:

On 10.10.2017 at 4:44 PM, qmoreira said:

so I just tried to log in with cellular network and it work... I didn't do anything... 

 

That connection via Cellular worked, and now you wrote that:

17 hours ago, qmoreira said:

APP on my CELLULAR: NO

 

Could you explain that?

[qmoreira 0]

DNS yes set to google...

Yes manual date, reboot HC2 and app

 

the cellular network connection worked for some minutes... as shown in the picture were I wrote, that icons didn't were shown... then it went to trying to reconnect again and it never logged in again... thats why y answer you question that App on my callular NO...

 

 

 

[I.Srodka 4]

Hi @qmoreira,

 

I've seen that you contacted our Support. He has already responded you. Please wait patiently for case to develop.

[I.Srodka 4]

@qmoreira,

 

I've seen that your support case was successfully resolved. 

 

If you like you can share the solution!

[qmoreira 0]

@I.Srodka

 

actually I don't know how it was fixed... I just received an email saying that they have log in from iPad and iPhone... and everything was fine now... 

 

then I log in and the problem was solved... 

 

 

 

 

[I.Srodka 4]

As you could see from the Support response, it was a problem with special character.

 

[qmoreira 0]

hi @I.Srodka

 

the support response was not that.. in other topic here in forum someone told me to check if there were a special character in mobile log... then I checked that as my virtual device is printing in a label the name of program and channel(from tv provider Directv cable box) with a special character whenever its not recognized as my language is Spanish... for example the word "Película" as show in picture

 

Please login or register to see this attachment.

 

whenever a program has a special character all iOS devices that has permission to use that virtual device goes to trying to reconnect as soon as you open the app... if you change cable box channel and doesn't have that or any special character then the iOS apps connects normally... 

 

I told support this... the answer was to erase that special character and I can't do that as it comes directly from cable box... what I did was to erase the code that takes the program name so I don't have that problem anymore...

 

regards