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Contact support

AnamatronicAnamatronic Member
in Questions & Help
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?




Comments

  • MarcoFMarcoF Member
    What color is the led ring 5 min after booting?

    and also do what the error says;
    Please contact support


  • AnamatronicAnamatronic Member
    The led ring is orange (pullsating)

    And how do I contact them?


  • MartijnHarteMartijnHarte Member
    support@athom.com :smile: 
  • btwvincebtwvince Member
    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
  • AnamatronicAnamatronic Member
    I think I've destroyed the update software?
    Is there a way to reset homey besides holding it up side down?


  • MarcoFMarcoF Member
    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.
  • AnamatronicAnamatronic Member
    Done but it will take some time (office hours) untill they respond :(


  • ArdArd Member
    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.
  • RobinVanKekemRobinVanKekem Member
    You do know that Chrome browser is the only supported browser, right?
  • DaneeDeKruyffDaneeDeKruyff Member
    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.
  • MarcoFMarcoF Member
    edited April 2016
    +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. 
  • BumblezBumblez Member
    edited April 2016
    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?
  • StefanStefan Member
    @Bumblez You are right. We are updating the text in support to state to use Google Chrome. Thanks for your heads-up about that.
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