Wiser Home-Setup stuck in Waiting for Hub connection - (Hub Gen2)

TomHanx · ‎2024-01-15

Hey folks,

I'm stuck in the setup of the wiser hub.

Initially, setting up the WiserHub (Gen2) went smoothly. Now, however, I am caught in an endless loop. As soon as I open the WiserHome app, the message "Waiting for hub connection" appears (see screenshot). After about a minute, this process terminates with the message "Connection could not be established".
I checked the network key during setup and entered the correct password, but the hub is not listed in the overview of connections. I therefore suspect that the connection from hub to router cannot be established.

Unfortunately, the endless loop cannot be resolved either by hard resetting the hub or by reinstalling the app. So I'm at a loss - have you already experienced an error like this?

SimonTew · ‎2024-04-09

Hi,

I just went through the same experience of an endless loop, but I finally got it working : I sent support requests to the help desk but got nothing back. Here's what I did: which parts are strictly necessary I can't say with certainty, but this was the process I followed.

First I did a hard reset of the HubR using a long press on the setup button. I'm not actually convinced the HubR completely resets itself actually, but this seemed sensible in case the state machine within the HubR was at fault.

Like others, my experience with the app was that as soon as I started the app it would immediately start trying to connect to the HubR and failing. In my case, I could see that the HubR was NOT connecting to my domestic WiFi network because I could see the connected client devices and the HubR wasn't listed.

De-installing and re-installing the app didn't seem to work by itself. I was using an iPhone, and I noticed that if I de-installed and re-installed the app and started it up, it would immediately go back to trying to connect to the HubR. So, it seemed logical then that, although the app was de-installed and you get a warning that the data for the app will be deleted as well, that nonetheless some configuration data was persisting between desinstallation and reinstallation. So, when I de-installed I then restarted the device before re-installing the app, thinking that possibly this would clear whatever data was cached.

Before starting the app up again, I turned off WiFi and put the phone into Flight Mode, meaning there was no possibility of it connecting to anything automatically.

I then started up the app, and it presented me with the screen for (I can't quite remember), but something like Setup or Login. I chose Setup, and I then chose to Setup as a Professional Installer rather than as a Home Owner. This worked, and I then followed the steps which involved turning on WiFi and connecting to the HubR WiFi, adding the room thermostat etc. Once this seemed to be OK, I then closed the app down, restarted it and this time I logged in using the account I had previously set up. This worked, and I was then able to connect the HubR to my domestic WiFi, and this time it proceeded correctly. I was able to add the TRVs etc and everything looks normal now. I have a 4-bed detached house (not that big actually) but I found thst the two TRVs furthest from the HubR are right on the edge of the ZigBee signal. I've ordered a couple of the powered repeater plugs to improve the signal.

As I say, some of the above steps might not be strictly necessary, but it worked for me when I thought I was locked into an endless loop. Ultimately, I think the app design is at fault for not giving you a pathway back to start afresh: it is far too keen to assume that everything is OK when in fact an error has occurred.

Good luck!

Cheers, Simon

See Answer In Context

Dux · ‎2024-01-30

Hi, Did you ever find a solution to this?

SinnYs · ‎2024-02-16

I have the same issue. Did you find a solution ?

Dux · ‎2024-02-20

The only way I could stop the endless loop was by opening the app after going offline on my device (Ipad / Android). This allowed me to delete the hub.

Then do a reset on your hub, go back on line and reconfigure the system.
A complete pain.

HT50 · ‎2024-03-22

I am pulling my hair out with this - am also stuck in the endless loop. I have tried putting my phone in airplane mode and disabling the wifi to see (as above) whether I could delete the hub but that didn't work for me, I closed the app a number of times, rebooted my phone but everytime I go back into the app it automatically starts trying to register the system until it fails saying it failed to verify the hub and when you press the back button it starts trying again. There just seems no way out of it.

A301 · ‎2024-03-29

I got stuck with this too. Called the tech support help desk who deleted the account that I had created, I deleted the app and reinstalled and started it from scratch. This allowed me to start the process again and fixed it. Hope that helps.

SimonTew · ‎2024-04-09

Hi,

I just went through the same experience of an endless loop, but I finally got it working : I sent support requests to the help desk but got nothing back. Here's what I did: which parts are strictly necessary I can't say with certainty, but this was the process I followed.

First I did a hard reset of the HubR using a long press on the setup button. I'm not actually convinced the HubR completely resets itself actually, but this seemed sensible in case the state machine within the HubR was at fault.

Like others, my experience with the app was that as soon as I started the app it would immediately start trying to connect to the HubR and failing. In my case, I could see that the HubR was NOT connecting to my domestic WiFi network because I could see the connected client devices and the HubR wasn't listed.

De-installing and re-installing the app didn't seem to work by itself. I was using an iPhone, and I noticed that if I de-installed and re-installed the app and started it up, it would immediately go back to trying to connect to the HubR. So, it seemed logical then that, although the app was de-installed and you get a warning that the data for the app will be deleted as well, that nonetheless some configuration data was persisting between desinstallation and reinstallation. So, when I de-installed I then restarted the device before re-installing the app, thinking that possibly this would clear whatever data was cached.

Before starting the app up again, I turned off WiFi and put the phone into Flight Mode, meaning there was no possibility of it connecting to anything automatically.

I then started up the app, and it presented me with the screen for (I can't quite remember), but something like Setup or Login. I chose Setup, and I then chose to Setup as a Professional Installer rather than as a Home Owner. This worked, and I then followed the steps which involved turning on WiFi and connecting to the HubR WiFi, adding the room thermostat etc. Once this seemed to be OK, I then closed the app down, restarted it and this time I logged in using the account I had previously set up. This worked, and I was then able to connect the HubR to my domestic WiFi, and this time it proceeded correctly. I was able to add the TRVs etc and everything looks normal now. I have a 4-bed detached house (not that big actually) but I found thst the two TRVs furthest from the HubR are right on the edge of the ZigBee signal. I've ordered a couple of the powered repeater plugs to improve the signal.

As I say, some of the above steps might not be strictly necessary, but it worked for me when I thought I was locked into an endless loop. Ultimately, I think the app design is at fault for not giving you a pathway back to start afresh: it is far too keen to assume that everything is OK when in fact an error has occurred.

Good luck!

Cheers, Simon