Emporia Vue2 setup will not work

[audionutty]

I have been trying to get the Emporia Vue2 to setup with no success for the last 2 months.  Have spent 20 hours troubleshooting and cannot figure out any way to may it work, and have run out of troubleshooting options.  My Vue 2 is right next to my router.  When I try to set it up with the app, the app can see the Vue 2 on Bluetooth, but after selecting the wireless network and entering the password, I always get the error “Unable to connect to your Wifi network.  The Emporia View took too long connecting to the network”

Here is a sequence of what has happened

1. When I first received a Vue 2, it connected and installed fine.  I was getting data.  However one sensor port was bad depending on how it was bumped so I requested a replacement.

2. I received the replacement, installed it, and it seemed to work.  It connected to the network and received data

3. I sent back the old Vue 2 with the bad sensor port, deleted the old Vue 2 device from the app, and then replacement Vue2 stopped connecting to the app.  Very frustrating

4. To get it to reconnect to the app, tried many troubleshooting steps many times

a. restarting router

b. restarting Vue2

c. clearing app data and cache and reinstalling.

d. Logging out and logging back in on the app

e. Re-running the setup routine

f. re-trying setup with it connected to my guest network

g. Retrying setup with a different router

h. Creating a second account in the app with a different email and then trying setup with that new account

5.  Since no troubleshooting steps could get the Vue 2 to connect, I tried to get another replacement Vue 2.  Same problem.  That one will also  not connect

Is there a known issue with the app setup routine not working after receiving a replacement vue2 and deleting the initial Vue2 from the app?  Or an issue with the Vue2 not working with WPA-personal security settings?  I don’t understand why it would work initially, but then replacements since then will not work.

Please advise

 

[Mark]

If you’re still experiencing this issue, I had the same issue when I changed my wifi router passkey and had to change it on the Vue2.  I literally just got so fed up that I kept hitting the the try again button about five time consecutively as fast as they appeared and it finally submitted and connected.  My assumption is the timeout threshold is set too short for some routers handshakes to be completed.

• This reply was modified 3 years, 9 months ago by Mark.

[Marty @Emporia]

@audionutty I am so sorry about this poor user experience.    I can only imagine the frustration this has caused.   Based the most recent email exchange it does appear everything is working with the replacement Gen 2 Vue we sent that was on boarded on the test bench here first.

While all our units are tested before going out for shipment, on rare occasions there are times where the devices have issues connecting to home networks.

We do appreciate your business as well as your patience as we worked through this issue.   When we receive the units back from you, we will be doing a thorough breakdown of each device to determine the possible causes of why the Gen 2 Vue failed to connect to your router’s.

Again, we sincerely apologize this poor user experience.

If you have any further questions please let us know.

Marty

[waterboyz]

I had a network error.  I knew my info was correct so I kept hitting (out of frustration) the retry.  BINGO.  It eventually connected and all is well…..for the moment.

[natbesh]

Which port was faulty?  It wasnt port7 by any chance?

I had the same issue with faulty port – but just ended up using another port as i had quite a few spare.

[waterboyz]

I had connection issues during my setup.  The stupid “updating” happened every time I started over.  Some devices worked ok, some did not.  Some actually connected the next day.  Go figure……….

[Author]

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