carrarheina tjoa
Mar 26, 2018

Switchbot disconnected somehow

5 comments

Hi there, so I have two switchbots, and they were working perfectly and I loved them. But recently, I was out of town for four days and when I got back today, they are disconnected somehow and I can't find a way to reconnect them. I rescanned and both the device showed up on the app, but when I click on it like I used to do, it shows the warning "unable to connect the device, please be closer" and I've tried moving closer and at a distance. How can I fix this?

support
Apr 18, 2018

Hi Carrarheina,

 

How is everything going on right now? How was the Bluetooth signal strength shown on the app home?

 

If there is still the issue or any further query, feel free to drop an email to us at support@wondertechlabs.com

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

(We suggest you do not post your email address info in our public community here.)

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

Issue Description: xxx

Screenshot or Video Link: (if applicable)

 

Cheers,

SwitchBot Support

Starchild
May 27, 2018

I also have problems with unreliable connectivity.

I bought 5 SwitchBots and a hub to initially use with Android and have experienced serious reliability concerns.

 

Initially the hub could be seen in the app but after an hour or so has now disappeared.

 

When the hub was working I was able to connect to 4 of the 5 Switchbots (one briefly appeared in the app and then disappeared forever before I could even pin it). However after a short while the SwitchBots all eventually became disconnected with various error messages such as "Unable to connect to the device, please be closer" and "no relay device nearby:".

 

Even when they could be controlled it sometimes took 2 or 3 attempts at switching the relay before the arm would move.

 

I am now left with no hub and no Switchbots!

 

The SwitchBots are all running firmware V4.2 and I am using the latest Android app V3.8.8. I am in very close proximity (no more than 2 metres) to hub and the SwitchBots so it is not that the signal strength is low.

 

What do I do now?

 

support
May 28, 2018

Hi Starchild,

 

We did not reproduce your problem with randomly selected SwitchBots we have with the same firmware and app at present.

 

1) "Initially the hub could be seen in the app but after an hour or so has now disappeared."

This is normal and working as expected. The Hub will only be available on the SwitchBot App home page for a while after the initial setup (by setting the back switch from AUTO to ON).

 

2) "When the hub was working I was able to connect to 4 of the 5 Switchbots".

The undetected SwitchBot is a potential problem. We need to confirm it is properly powered up, and can try to reset it to see whether we can have it back. Refer to the end for the guide.

 

3) "However after a short while the SwitchBots all eventually became disconnected with various error messages such as 'Unable to connect to the device, please be closer' and 'no relay device nearby:'"

Could you try again by resetting all SwitchBots and not to pin them? Pin them will force to enable our hidden feature low power BLE mesh, and bring difficulty of troubleshooting in our case. To unpin them, the app has to be reinstalled for now. Refer to the end for the guides.

 

4) If the problem still exist, send us detailed info as below including screenshots of "Home" and "Device List" to support@wondertechlabs.com.

 

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

(We suggest you do not post your email address info in our public community here.)

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

Issue Description: xxx

Screenshot or Video Link: (if applicable)

 

Guide: How to reset SwitchBots?

Click and hold the button as shown in the picture attached, until the LED in the middle flash once.

 

* Password, add-on mode, on/off direction, long press hold time, timers, and others will be reset to factory settings.

* Nickname is stored on the mobile app so will not be changed.

 

Guide: How to disable the low power BLE mesh feature (as a remedy)

a) unpair all devices in mobile APP;

b) logout your account in mobile APP;

c) uninstall SwitchBot APP;

d) install SwitchBot APP;

e) login you account and pair the Hub.

 

Starchild
May 29, 2018

Hi Support,

 

Thanks for the quick response.

 

I now have all 5 SwitchBots connected and working. I followed your instructions to uninstall the app and reset the devices, however the Bots would still become disconnected or only connect via direct BT to my phone and not cloud via the hub. The following did however work:

 

1. Reset the device by pressing the internal button until there is a brief green LED flash

2. Remove the battery for a few seconds and replace

3. Operate the switch in the app - arm operates

4. Operate the switch in the app for a second time - device becomes greyed out and displays a message "Unable to connect to the device"

5. Remove the battery for a few seconds and replace - do not reset

6. Device will appear with the cloud icon in the app and work reliably

 

Note that I have observed that the devices can become unresponsive to the reset button (no green LED flash) unless step 5 is carried out.

 

I have left the devices overnight and found them to still operate OK the next day. I have also depowered the hub for a few hours and found everything to work OK when plugged back in so all appears to be good for now. Next I will experiment with working distance before moving on to Python development.

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