Suresh Nagavalli
May 9, 2018

Switch Hub unable to connect to router

5 comments

The hub cannot connect to the router.

Phone OS: Andriod 6.0.1

Switch link firmware: v3.0-0.8

App version: v3.8.2

 

The initial message is: Connecting to the device - this seems to work.

Then, I entered the Wi-Fi password; now the message is: trying to connect to router.

Next message is: "The internet configured error"

The hub color stays red.

The wi-fi password is correct; I can even see the MAC address of the hub show up in the router DHCP table -- but, that does not succeed. My wi-fi is not 5g.

I have reset all many times; same error.

 

 

Co-Nghiep Ho
Sep 19, 2018

I had the same problem too with the Hub Plus, but the message stayed at " trying to connect to router ". The Hub color stayed blue the whole time.

support
Sep 29, 2018

Hi Suresh,

 

We had some conversation via email, and our team is still expecting your confirmation.

 

Hi CoNghiep,

 

Don't hesitate to drop an email to us at support@wondertechlabs.com with info below.

 

Basic Info List:

Mobile Device Model: e.g. iPhone 6 plus

Mobile Device System: e.g. iOS 11.1.2

SwitchBot APP Version: e.g. 2.4.1

SwitchBot Firmware Version: e.g. V4.2

SwitchBot Hub Firmware Version: e.g. V3.0-0.8, or no Hub available

SwitchBot Account Email: e.g. support@wondertechlabs.com

SwitchBot purchased from: e.g. www.switch-bot.com, amazon store name

Issue Description: (What was the error prompt? Problem frequency: every time, or from time to time? Did it work well, or it had problem since the beginning? When was the first time you notice the problem?)

Screenshot or Video Link:

1. App Home

2. App left-side menu bar

3. App Device List

(Any others if applicable)

 

 

 

P.S. Recently, we managed to identify some issues on SwitchBot Hub (Plus) Internet connecting, some causes are:

1. WEP and WPS are not supported by SwitchBot Hub (Plus) for security concern. Make sure your router is using WPA2 or WPA1.

2. We noticed that in some regions, the Hub (Plus) may have difficulty for IPv6 communication. Disable the IPv6 service on your router (if not used) will remedy the problem.

3. App from unauthorized App Market. Right now, we only release Apps on Apple App Store and Google Play. There might be unexpected problem if you are using App from any other App Market.

 

Hope we could address your problem ASAP.

 

Cheers,

Linda

SwitchBot Customer Happiness

Co-Nghiep Ho
Sep 29, 2018

My order for another Switch Bot Hub plus should arrive today. I will test it out according to what you said.

Co-Nghiep Ho
Sep 30, 2018

The replacement unit works fine today.

support
Oct 1, 2018

Glad to know that. Wish you enjoy the Hub Plus.

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