Android app stuck at 'Connecting to the controller' after updating Cloud Key

[mak-uk]

Hi,

Was notified of an update in software for the Cloud Key (when logging in via the Chrome extension) - all updated fine and can still access the portal via Chrome. However, the Android app now no longer works and gets stuck at the 'Connecting to the controller' stage.

Any ideas?

[AmazedMender16]

Hello @mak-uk,

What controller version do you have installed?

What Android APP version do you have?

Regards,

Glenn R.

[jbsoccer]

I have the exact same issue and it is very frustrating.

Controller version: 5.9.29-11384-1

Controller firmware:UCK.mtk7623.v0.12.0.29a26c9.181001.1444

[AmazedMender16]

Hello @jbsoccer,

What is the version of the UniFi APP on your android device?

Regards,

Glenn R.

[mak-uk]

Hi

Cloud Key: Version: 5.9.29, Firmware: 0.11.10

Android App: Version: 1.7.4 (10704050)

[AmazedMender16]

Hello @mak-uk,

Could you test the BETA version of the app?

Connecting does work via chrome right? Have you tried IOS?

Regards,

Glenn R.

CC @UBNT-Mates

[mak-uk]

Hi,

I have signed up to receive the BETA version of the app.

Works fine via Chrome.

I have no iOS devices.

[mak-uk]

Hi,

Should I get a notification to download the app? No updates to the app so far.

[mak-uk]

Hi,

Now the controller is no longer available via the Android app nor via Chrome which states: "There are no adopted controllers."

Any ideas?

EDIT: Now the Controller has returned.. not sure what is going on.

[UBNT-Mates]

@mak-uk Is this issue with Android app related to the mobile data or WI-FI connection?

[mak-uk]

Hi,

Seems to be irrespective of WiFi or mobile data connection. 

[mak-uk]

Now my Cloud Key is showing as offline. I've gone to the location and the cams had dropped connectivity even though all lights were solid blue on all Unifi equipment. I've switched it all off and back on and the cameras are working again, however, the Cloud Key is still showing offline. 

Can anyone help with this nightmare please? 

[UBNT-Mates]

@mak-uk There were made few server-side fixes. Can you please confirm your issue is still up here?

[mak-uk]

Hi,

Same as previously - Android app does not connect but fine from Web browser.

[jbsoccer]

@UBNT-Mates I can confirm the same as @mak-uk. This is all I get from the app.

[UBNT-Mates]

@jbsoccer @mak-uk Thanks for all the info. I am still not able to reproduce it. I can try to debug your controller if you will provide me with the read-only access. My SSO account is matyas.latner@ubnt.com

[mak-uk]

Hi,

Willing to give it a go but how do I give you read only access?

[jbsoccer]

@UBNT-Mates I gave you access this morning. 

[joholm]

I must have had an earlier version of the App, and as soon as I took the latest upgrade on the Cloudkey the App failed to connect. After several tries I checked for an update to the App - sure enough there was (1.7.4 (10704050)); so I installed it and all was fine again.

[mak-uk]

That's the app version I have already.