Initial download of update getting stuck

[hlpnz]

Hey @Brad - are you still monitoring for this issue?

Creating a new home did allow for the download to successfully go through and complete the setup (finally!), but it is not a long term solution given my set up. 

Any tips on how to resolve this from the user end, or does it require support for the download queue to be cleared? Seems like this issue has been going on for a while.

Please help before I throw this out the door!

Thanks!

[Brad]

Hi there, 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I understand how frustrating your situation must be, and I would love to help however I can. Thank you for bringing this up to my attention! Yeah we are still monitoring this issue, right now I would suggest that you start with a Restart and if you are still having this issue, then I would suggest that you Factory Reset the device. I would also force-close the app, and wait for the restart on the device first, and then go back into the app and try again. 

Best Regards, 
Brad

[hlpnz]

Thanks for the reply Brad. We’re well past those steps - is there a way to clear a queue on the back end? The download worked when I created a new home but that’s not a long term option given my set up. The download still got ‘stuck’ on my original home after doing that and trying to migrate the device back over.

Thanks for your help!

[Brad]

@hppnz

There isn't anything like that that we could help you with. We do not have such access as you would hope. This has to do more with your internet. What are your internet speeds like?

Best regards,

Brad

[hlpnz]

Hi,

it’s not my Internet - it was able to download when I created a new home. I’m about to throw this in the trash and scream - do you have any practical solutions? The Australian call centre is not operational.

[Brad]

@hlpnz

No I do not. There isn't an update at this time. You can try to contact the US line here. 

Best regards,

Brad

[Brad]

Hi there,

Just checking in to see how the conversation is going as there's been a lapse in activity on this thread.

Best regard,
Brad

[hlpnz]

Hi Brad,

I’m still having no joy with the initial download in my original Home; it works fine on a separate Home, which isn’t an ideal solution. It seems to be a common issue with the previous thread, however none of those workarounds solved it for me.

If you have any suggestions I’d be keen to know!

[Brad]

@hlpnz

Is the download getting stuck during the pairing stage?

Best regards,

Brad

[Brad]

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow up questions or comments.

Best regards,
Brad

[Jeran]

Hey there hlpnz,

Did you have any more questions or need any additional help? 

Thank you,
Jeran