Communication problem

[homeuser457]

Today I installed my Wiser HubR (kit 1 - combi boiler) - but I cannot get it to connect to the Wiser cloud. 

It is successfully connected to my router (a TP-Link Archer VR2800 - running as a router and modem), as I can see its MAC address on the router control panel; the router is connected to the internet and other devices (ipads etc) are fine. When I go into the wiser app I just get a message "Failed to verify Hub connectivity with the cloud". The status light on the HubR is solid red.

It seems to me this might be some sort of firewalling issue, but nothing seems to work. I have:

1. Done a system reset on the router.

2. Tried using a network with no password.

3. Tried turning off the firewall on the router.

I also went back through setup and connected it to my iphone hotspot - again, I could see it was connected on the iphone, but the status light remained red and I got the same error message as above.

It all works fine over the local network.

Has anyone experienced this or got any ideas on how to fix the connection issue?

Thanks for any help you can give!

[Slick_Rick]

Hi, did you manage to find a solution to this yet?

It sounds just like what happened to my install, although it was the heating engineer doing mine as it is in a rental property so I wasn't there. Unfortunately, he left after half an hour of getting nowhere so now we are also trying to work out why it also wouldn't connect to the cloud after seemingly being connected to the wifi network just fine

[SAtewart]

 The developers are launching hub and stat upgrades at present. A possibility is a corrupt download. Raise a ticket and they can investigate at a firmware level.

[Homeuser547]

Hi,

I am the OP but had difficulty logging in so apologies if this is under a different username. I did get this sorted. I am not sure where you are based but I am in the UK:

1. I called the Drayton wiser support helpline. They were brilliant. They verified the issue from their end and confirmed that the MAC address on my unit showed it was from a batch with faulty firmware.

2. They requested a screenshot of the MAC address (which you can get if you log in to your router), which I sent over. They then sent me a new hub which arrived within a day or so.

3. I replaced the old hub with the new one, went back through the setup process and it works brilliantly.

I only bought mine a couple of months ago so would imagine there are still hubs with defective firmware out there, so could very well be the problem you are having (as your screenshot is the same as I was getting). I’d give Wiser a call. 

I know you had an engineer do your install but you probably don’t need one for setup. The physical swapping of the hub is easy (turn off power, unscrew the 2 screws on the bottom leaving the base plate fixed to the wall, take off the old hub and put the new one on, then turn power on again). The setup via the app is then really easy.

Good luck!

[SAtewart]

Good a fulsome response. Another reason to stay with Drayton for this level of customer service IMO.