Wiser app crashes when connecting to the gateway wifi and I'm stuck unable to configure anything

[raver]

I have a wiser system to control the shutters and some light switches. The installation was made by the electricians when I was reforming my apparment. Now I want to access and configure everything to my needs but I can't get the app to work.

The steps I follow are: 

1- Connect my android phone to a 2.4Ghz wifi from my apparment

2- Select add device in the wiser app and select Wiser Gateway

3- follow the instructions of the app and add my wifi password

4- Short press the R button from the gateway so the middle led (wifi indicator) blinks

5- connect to the Wiser_XXX wifi network that appears

6- when I go back to the app it stucks in a grey screen and crashes

when I open the app I have to restart the process ending up with the exact same result

Some info:

- My phone is a Galaxy S25 edge, pretty new

- Android is updated 

- App is downloaded today, I reinstalled it several times with no luck 

- Also tried to clear the app cache in Settings

I appreciate any help since right now my installation is useless

[raver]

edit:
I've also tried to set up the gateway via ethernet with no luck either , the steps I followed:

1- Connect my phone to a 2.4Ghz network

2- Tap on add devices in the app and select gateway
3- unplugged/plugged the gateway and make sure the gateway is connected to ethernet (my unify network detects and tags it)
4- Waited until the left led is on and not blinking

5- Start searching for devices, which failed

[EvaT_SE · Accepted solution]

Hi @raver

Sorry to hear you're experiencing this issue, and apologies for the delayed response.

Could you please let us know which Wiser Gateway model and which Wiser app you are using (e.g., Wiser by SE, Wiser Home, etc.)?

This information will help the community better understand your setup and identify the appropriate troubleshooting steps.

Alternatively, if you require urgent support, please contact our technical support team via the Help Center | Schneider Electric

[raver]

Thank you for your assistance. I actually solved the issue. 

I reseted the hub while keeping open the search device option. Eventually it appeared on the screen and I could pair it to the app.