Unable to access Wiser Drayton system remotely

[jjscruff]

System works fine when i'm connected to the same wifi network

If i turn wifi off on my phone or i'm not home i can't connect to the system. The app says cannot connect, have you changed your router?

I've contacted Drayton but their instructions have not resolved the issue
I thought we were making progress but their last email was just copy and pasted instructions on how to set up the hub

They said the problem is the system isn't connected to the cloud

I've turned it off and on again plus the boiler.
I've split the wifi network into 2.4ghz and 5ghz and put the hub on the 2ghz network
I've tried accessing via the app on a second mobile device.
I've tried putting the hub on a wifi extender in case the signal was poor

I like the system but its important that i can access remotely.
Can anyone advise on anything i can check?

[Wardl895]

Silly questions but first things I'd personally check.

Have you ever accessed anything else remotely that's located in your house network. E.g. Network attached storage or smart switches for example. 

What rourer do you use, does this have any firewall blocking rules for certain ports?

Can you access your router remotely via your homes external IP address.

[jjscruff]

Thanks for your reply

Router is a SKY SR203

I just double checked and i was able to turn my TP link smart bulb - which runs from same wifi network -on and off remotely

does this have any firewall blocking rules for certain ports?  Not sure...

Can you access your router remotely via your homes external IP address.

How can i try this?

[Wardl895]

Best way is google... "whats my ip address" this would then be followed by your routers default port... E.g http://000.000.000.000:123

I've only once had a sky router when i lived in bristol and had BT, however just a quick google "SKY SR203 access external" shows someone having issues with ports and accessing their NAS.

Problem is like i said, it might not even be a port problem / firewall, it's just the route i personally would go down.

Rich

[Darcey]

When you connect to the hub from outside your local network, the app does so via the wiser cloud. In order for that to work, your hub also needs to be connected to wiser cloud.

When the hub cannot reach the wiser cloud, the left hand LED is lit solid red (versus flashing red when it loses wifi and therefore has no network connection local or otherwise).

If your router IS blocking the requisite ports (tcp 5671, 443, 80) for the hub, I imagine that LED will be lit solid red most if not all the time.

If it's green, then problem likely lies somewhere other than your router.

[jjscruff]

Thanks for your reply
I haven't noticed a red light
And checking now i can see its a solid green

I received a new email from support today saying i have two hubs registered to my account which could be the problem

The engineer put the wrong one in initially, then replaced it

They haven't said how i can remove the other one from my account though
I can only see the new one in my app

[Darcey]

That does sound like a possible culprit 😉

Not knowing how the accounts are structured, I can't suggest a fix. But I imagine two hubs, registered to a single account, isn't necessarily an invalid state. Probably best let Schneider sort it out for you.

Incidentally I did not think the engineer usually created the wiser account. That being left to the customer. The engineer should/could complete setup of the hub and stats with no internet or local wifi access.

[jjscruff · Accepted solution]

to confirm this was indeed the issue. an old account was conflicting with the new one.
Deleting my account and re-added it fixed the issue. Would have been great if support had identified this as the issue earlier but i am nonetheless grateful it was resolved

[Paul0310]

Hi John,
I've got the same problem you had in "Unable to access Wiser Drayton system remotely" and I'd like to try your fix but when I select delete account it says ...... 

"Delete my account

Are you sure you want to delete your account?

Deleting your account means you wil no longer have access to your Wiser Home system.
This means you cannot control your Wiser smart devices using the Wiser Home app. If you have any devices with manual controls, you will still be able to control them manually.

If you change your mind and you want to re-create an account please visit our FAQs for complete instructions. Note, you will not be able to re-gain accesst o your old data and you will no longer be able to use the email address originally associated with your account.

Once you delete your account, you will be automatically logged out of the appand will be unable to log back in."

Did you just delete your account anyway, and how did you overcome these issues.

Thanks,

Paul

[jjscruff]

@Paul0310 i did delete my account so i must have confirmed all this
Then i believe i was able to create a new account
I can't remember the process exactly but it was easy and quick