No longer able to add a new wiser device

[DanIOM]

I am no longer able to add a new wiser device (neither plug nor TRV) into the Wiser app.  

My existing home Hub setup with multiple TRV's continues to work, I can control the existing devices within the Wiser app anf make changes to schedules/boost etc

But for the 1st time in a year or 2 I am wanting to add another Wiser device but inside the app when adding a Device I just see this screen (no list of devices available to add).

This is on an iPhone, but I have the same issues on an iPAD and have even tried it on my Android OS phone too with the same results.

I have made sure all the options are enabled in the App settings as below.

I would appreciate a steer on this, is it just me and a problem between my brain and my fingers or is there a known app version issue?  I am currently running Wiser App v7.2.2 (build 6), the most recent one.

Many thanks.

[JPJersey]

We used the wiser equipment and app for the first time today, I was terribly disappointed. Whilst it worked on the installer app, we couldn’t share that profile with the customer or even add devices to the customers (homeowner) account

[David_SE]

Hi @DanIOM ,

Thanks to be an old Wiser user. Sorry to read your bad experience, it is not a known issue. We are just released a new system release with Hub 2nd Gen FW version 4.42.43 and App version 7.3.0. Are you able to reproduce that behaviour with these versions ? Is it also the same behaviour when you are connected to the same Wifi of the WH Hub ?

BR

David

[David_SE]

Hi @JPJersey ,

Sorry to read that your first experience is not good. Please can you contact our local customer support to give you assistance on the system ?

Thanks.

BR

David

Customer support contact 

[DanIOM]

Hi @David_SE, thanks for your reply.

I have the Hub Gen1 running firmware 3.18.3 and running the app version 7.3.0, sadly the screen is still blank when trying to add a device on this version across Apple & Android devices on the same (blank screen on adding a device) wifi network as my Hub.  

The only difference on app v.7.3.0 seems to be the "Done" button is no longer there.

[David_SE]

Hi @DanIOM ,

Strange, please contact our local customer support.

BR

David

Thanks.

BR

David

Customer support contact 

If you are located in UK, the contact is : support@schneider-electric.zendesk.com or alternatively call us on 0333 600 022 (option 2, then 2)

[Apandy]

Hi Dan. I am located in Guernsey and as it's starting to get chilly tried to sort out the wiser system and unfortunately are receiving the same results as you. Did Wiser manage to fix the issues for you? Regards Andy

[JoC]

I also have the same issue. No way to add new devices. Has anyone managed to fix this. Thanks 

[David_SE]

Hi @DanIOM , @JoC , @Apandy , @JPJersey ,

Thanks for your post, please contact our local customer support to report your issues and obtain assistance.

BR

David

[JPJersey]

Hi all, has anyone found a solution for this issue before I take out the wiser kit and install a brand that will actually work!?

[JPJersey]

P.S. not keen to sit on the end of the phone for hours or try and speak to a chat bot. 

[David_SE]

Hi @JPJersey ,

Are you able to add devices on Wiser ? If not, did you contact our local customer support ?

Thanks.

BR

David

[JPJersey]

Hi @David_SE , I sat on hold for over 30 mins twice, tried emailing too but got sent to the wrong “tech” department of Schneider. If someone from technical wants to get in touch or provide an answer then I’d be grateful! 

[CS44]

I am having the same issue and am based in Guernsey. Is this something specific to UK islands? 

[tank30]

Having the same issue.

Firmware : 3.18.3

Tried with app version 7.3.0 build 230965 and older versions too. 

Any luck solving this?

[David_SE · Accepted solution]

Hi @DanIOM , @tank30 , @CS44 , @JPJersey and @JoC ,

With the informations you shared and after discussions with our development team, we are able to reproduce your issue that is located to the "UK islands".

As a workaround until we release a new system version, please change "Home location" in the Wiser Home app and put "Guernsey" in the city and "United Kingdom" in the country.

Sorry for the inconvenience.

BR

David

[CS44]

Thanks, that's worked for me.

[tank30]

Worked as a charm! Thank you!

Hope to see a fix soon.