Could not connect to Cloud Intelligence

[TimCO]

I've been using smart plugs that use Cloud Intelligence for a year successfully connected to my Google account and routines.  Suddenly it stopped working yesterday.  I went in and re-paired all the plugs, uninstalled and reinstalled the Cloud Intelligence app (and logged back into it), and unlinked Cloud Intelligence from Works With Google in the Google Home settings.  When I try to link Cloud Intelligence to Google again, it keeps giving me the "Could Not Connect to Cloud Intelligence, Please Try Again" message. 

Cloud Intelligence works fine to control the plugs on it's own, it just refuses to link to Google.  Anyone else having the same issue?  I can't find anything on the web that would indicate that the CI service might be down??

[Stanzie · Accepted solution]

I essentially did the same thing as TimCO (i.e. Cloud Intelligence was successfully linked to Google Home for many months, but I unlinked a few days ago and now cannot re-link)

I sent an email yesterday to Cloud Intelligence (Alibaba/Aliyun) explaining the issue.  No response yet. Maybe if more of us do, they might look into it.

I found the email address under the "Help" link in the Google Home app when trying to link.  Note that the English is a little spotty in the second screen shot below, but it came directly from Aliyun, not Google.

The email is:

#

I also submitted Feedback on the CI app.

 

 

#

[varguelles]

having the same issue here. I've tried several different devices when trying to link, and also resetting the plugs

[Stanzie]

Me too.  After going through the sign-in process on Google Home app on iOS to link Cloud Intelligence (which is working  fine on iOS), it says "Cloud Intelligence linked" then the Google circle spins for awhile, then a message pops up saying " Something went wrong.  Try again."  Has happened the last two days repeatedly.  No solution found yet.

[Petekazel]

I can't connect my devices either. Works in the app but not with Google home

[Stanzie]

Hi Petekazel.  

Were you ever able to link Cloud Intelligence to the Google Home app or did it just stop working recently?

It was working for me until about a week ago in Google Home as well as in the stand-alone Cloud Intelligence app.

[Stanzie · Accepted solution]

I essentially did the same thing as TimCO (i.e. Cloud Intelligence was successfully linked to Google Home for many months, but I unlinked a few days ago and now cannot re-link)

I sent an email yesterday to Cloud Intelligence (Alibaba/Aliyun) explaining the issue.  No response yet. Maybe if more of us do, they might look into it.

I found the email address under the "Help" link in the Google Home app when trying to link.  Note that the English is a little spotty in the second screen shot below, but it came directly from Aliyun, not Google.

The email is:

#

I also submitted Feedback on the CI app.

 

 

#

[TimCO]

I finally got sick of it and just bought all new smart plugs (Gosund, under the name GHome Smart at Amazon) that use the Smart Life app.  Smart Life seems to be a bigger service that works with many 3rd party plugs and devices, so I'm hoping their service is more dependable.

This is the 2nd time Cloud Intelligence went down for me.  First time was some months ago, but only for 1 day then.  I'm tired of messing with it.

[Juni · Accepted solution]

Hi everyone,

Thanks for choosing this channel to get help with your concerns. Based on the responses it appears this is not an isolated issue. 

@Stanzie, let us know their feedback about this and thanks for sharing their contact information. 

@varguelles and Petekazel try to isolate the issue by using another brand if it worked, I'd suggest to submit feedback to Cloud Inteligence using the information posted by Stanzie.

@TimCO, thanks for keeping us in the loop and for isolating the issue. You can submit feedback to them using the instructions from the post above. 

Let us know if you have further questions and concerns.

Regards,

Juni

[Stanzie]

I was able to link successfully just now!  I do have some Smart LIfe compatible plugs on the way per TimCO's advice, but at least this issue was resolved.  Thanks Juni for the update and thanks varguelles for letting us know that the CI linking was working again!  Happy weekend all!

[Juni]

Hi folks,

This is good news, I'm happy that this was sorted out. 

For those who are still experiencing the issue, try the suggested steps above.

I will keep this thread open for 3 more days so others can respond.

Cheers,

Juni

[varguelles]

Hi everyone, @Juni 's message reminded me to try linking again, and it worked today! Hopefully it's fixed for everyone else as well. 

[TimCO]

Yeah, it looks like Cloud Intelligence finally links to Google again.  I just tested it, even though I just have those 12 smart plugs sitting in a ziplock bag in a drawer now.  I replaced them all with Gosunds instead. 

Must have been some server issue on the Cloud Intelligence end.  Not even sure who owns/runs that (some Chinese company, from the looks of it).  As dependent as we've become on the smart plugs for basic things like room lighting, it's quite annoying to have them go offline for days when a company on the other side of the planet has a failure.  Even more annoying when there doesn't appear to be any website to go to to find the status, updates, or general info.  If there were a clear website associated with Cloud Intelligence that had a simple message stating "We're sorry, but we're having technical issues and customers won't be able to link Cloud Intelligence to Google until it's fixed", I might have stuck with them.  But being left in the dark to wonder whether it was really an issue with them vs Google vs my home network is really frustrating. I'm sure many of us spent hours trying to debug the issue due to lack of status updates, or even an obvious place to check. 

[Stanzie]

TimCo,

I couldn't have said it better myself.  All of those thoughts went through my mind as I scoured the internet to see if there was any way to determine the issue and get some assurance that Cloud Intelligence was even aware of the issue or receiving my inquiries.  Frustrating.

I tend to spend lots of time/hours trying to resolve issues like this as they inevitably occur with our various devices/techn and this was no exception.  Thanks for the SmartLife suggestion.  I have new plugs coming tomorrow.

[TimCO]

I'm the same way.  To confuse matters even more, I just changed my whole home wifi router setup in the week prior.  So my first thought was it had to be that.  But that didn't make much sense as everything else was working.  But ya just never know with these things until you dig in and start testing to compare one scenario vs another for confirmation.

What's weird is that I could still log in/out of Cloud Intelligence.  That had to mean that their server was still functioning.  It had to be somewhere else, like the interface between them and Google.  Which is part of why I posted here, as there was a chance it was actually Google with the problem. 

Anyway, glad this episode is over, but it probably won't be the last.  I'm not 100% sure Smart Life is better (it's actually a bit trickier getting the plugs to pair with that more generic service).  But I know many 3rd party devices use Smart Life, so I assume it's more widespread at least.  And if that ever goes down, Gusund has their own I could switch over to as backup.

[Muddi]

Hey folks,

As we got our resolution here. I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Google speakers and we'd be glad to assist you further.

Cheers,

Muddi