Contact support

Anamatronic

Hello,

I received my homey today,

It will boot and give orange light.
Gives audio message, connect to setup.athom.com
I've run the setup and entered WiFi password.
He started a update (70 mb) and completed till 99%.
I waited for 1 hours but nothing happened afterwards. Unplugged a few times but in the set-up it gives the error "something went wrong during updating homey. Please contact support".

The light is pulsating orange now and I tried to perform a hard reset by holding it up side down.


Can anyone help me?

MarcoF

What color is the led ring 5 min after booting?

and also do what the error says;

Please contact support

Anamatronic

The led ring is orange (pullsating)

And how do I contact them?

MartijnHarte

support@athom.com  

btwvince

Anamatronic said:

Hello,

I received my homey today,

It will boot and give orange light.
Gives audio message, connect to setup.athom.com
I've run the setup and entered WiFi password.
He started a update (70 mb) and completed till 99%.
I waited for 1 hours but nothing happened afterwards. Unplugged a few times but in the set-up it gives the error "something went wrong during updating homey. Please contact support".

The light is pulsating orange now and I tried to perform a hard reset by holding it up side down.


Can anyone help me?

Had the same thing, i've waited for 30 minutes then i unplugged Homey and put it back in. It did the update immediatly and then said: go to setup.athom.com, ...
Everything worked fine after that

Anamatronic

I think I've destroyed the update software?
Is there a way to reset homey besides holding it up side down?

MarcoF

Anamatronic said:

I think I've destroyed the update software?
Is there a way to reset homey besides holding it up side down?

Please contact support@athom.com

The can advice in the best way to recover your homey.

Anamatronic

Done but it will take some time (office hours) untill they respond

Ard

Here after several attempts I have connected my homey to my Wifi.

• The firmware update worked and I was asked to login or create an account. 
• Then I selected create a new account and when I typed one character in the first name field my safari stopped responding.  
• I couldn't get into the setup and had to reset my homey, now after reboot I get a red ring. 
• Reset (upside down does not work). 

Hopefully support can help me, email has been sent.

RobinVanKekem

You do know that Chrome browser is the only supported browser, right?

DaneeDeKruyff

Maybe it should be made more clear during the setup process that only Chrome is supported if this is infact causing a homey to crash.

MarcoF

+infinity @DaneeDeKruyff 

It's also very(!) easy to warn a user that (s)he is not using a (real) chrome browser. Very odd athom didn't implement such a warning. 

Bumblez

The strange thing is, on their support page, they phrase it like this:

Now, go to the website https://setup.athom.com in your browser (preferably Google Chrome).

This gives the impression that other browsers are supported as well... shouldn't this state that currently Google Chrome is required?

Stefan

@Bumblez You are right. We are updating the text in support to state to use Google Chrome. Thanks for your heads-up about that.