Wiser Hub 2 disconnect regularly from Wifi

[bateast]

Hi,

My Wiser Hub 2 is regularly (after a few days of normal operation) disconnecting from the Wifi (though the signal is strong when connected and other network devices have no difficulty with the Wifi…)

Hub is then flashing red light. It is possible to pass to «configuration» mode (Wifi AP mode) and back to normal mode (Wifi client) but the hub is still not trying to connect to Wifi.

Wifi dumps show no reattempt to authenticate.

Only workaround found is full Hub power off (fuse off, wait 30sec, fuse on). Then the Hub connect directly to the Wifi without a glitch. For a few day at least…

Wiser Hub 2 CCTFR6311G2, firmware 4.36.45

[MatthieuT]

Hi, I saw same behavior with several ioT devoces, I fixed it by selecting the 2.4 ghz channel on my router. I realized  that when the channel was changing, all ioT were losing connectivity.

[bateast]

Thank-you for your feedback.

My router is set to a fix 2.4GHz channel, so I guess this is not it…

[David_SE · Accepted solution]

Hi @bateast ,

Thanks for your post. @MatthieuT , your proposal is good as the Wiser hubs only support Wifi 2.4GHz today.

As it is not the root cause for @bateast , it is probably due to some connectivity troubles. We are working on that topic and a new release will be deployed in the coming days with improvements.

I hope that will solve your issue. Don't hesitate to create a new post if it is not the case. BR David

[jengleruk · Accepted solution]

FYI I had a similar experience. 

I tried creating a guest WiFi on my mesh system which was limited to 2.4 ghz but that didn’t help. 

basically connectivity was lost from hub every time I did a temp change (or other operation) on the app and it tried to save it. 

My solution - which shouldn’t be needed - was this: I plugged in an old network range extender I had from pre-mesh WiFi days near the room where the hub is. 

Wiser hub now connects to a dedicated 2.4 ghz SSID broadcast from that range extender (which connects to my mesh WiFi)

now all works flawlessly. 

[David_SE · Accepted solution]

Hi @jengleruk ,

A new system release is expected in the coming days, we worked on that connectivity instability. I propose you to wait for that new update and create a new post if you still encounter network issues.

Thanks.

BR

David

[Tsnooz]

Hi @David_SE 

When the new system (will it be a new firmware ?) will be released?

The Gen2 disconnects everytime when using it on the phone.

Thanks,

[David_SE]

hi @Tsnooz ,

The new FW of the WH Hub 2nd Gen was released last week.

I hope that it will solve regular hub disconnections.

If not, please create a new post.

BR

David

[Tsnooz]

Hi @David_SE 

Could you please specify what is the version/number of this latest firmware?

Wiser gen 2 is bugging so much now that I can't even update the firmware. Wiser Home app requires to be connected to wifi in installer mode to update the wifi but when trying to connect it's either doesn't find the wiser gen 2 (that is on and green blinking) or when finding it, it never connects to the local wifi (bugging everytime). It was working fine before so it's really an infinite loop with this hardware/software bug.

Is there any other way to update the firmware? And hopefully solve all these issue once for all.

Thanks,

Thomas

[David_SE]

Hi @Tsnooz ,

Sorry to read that you continue to have system disconnections.

The last FW version for the HW is 4.38.55.

If you don't have that, please send the MAC of the hub and you contact info through that email address : global.wiser.energy@se.com

BR

David

[SYM]

Hi Wiser Forum, 

I am having this same issue since installing gen 2 HubR, has this been solved for those of you having problems?

Thanks,

Simon.

[David_SE]

Hi @SYM ,

Sorry for the late reply. If you continue to encounter disconnection issues, please contact our local customer support to analyze your system behaviour.

Thanks.

BR

David

[SYM · Accepted solution]

Thanks David,

I had been in touch with customer support who helped track this issue down to the channel that was being used for the 2.4ghz WiFi band.

I moved from auto to channel 11 first (one of the 3 non overlapping channels 1, 6 and 11) which immediately induced the error. I then changed to channel 1 and all has been solid ever since.