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Emerging Member
Posts: 43
Registered: ‎09-06-2018
Solutions: 1

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

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?

Senior Member
Posts: 16,494
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Re: Android app stuck at 'Connecting to the controller' after updating Cloud Key

Hello @mak-uk,

 

What controller version do you have installed?

What Android APP version do you have?

 

 

Regards,

Glenn R.

Cloud Hosted Controllers | Glenn R. | UniFi Installation/Easy Update Scripts | UniFi-VoIP Installation Scripts
USG-4-PRO • USG
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Emerging Member
Posts: 89
Registered: ‎03-24-2017
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Re: Android app stuck at 'Connecting to the controller' after updating Cloud Key

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

 

 
Senior Member
Posts: 16,494
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Re: Android app stuck at 'Connecting to the controller' after updating Cloud Key

Hello @jbsoccer,

 

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

 

 

Regards,

Glenn R.

Cloud Hosted Controllers | Glenn R. | UniFi Installation/Easy Update Scripts | UniFi-VoIP Installation Scripts
USG-4-PRO • USG
USW-48-500W • USW-24-POE-250W 2x • USW-16-POE-150W 3x • USW-24 • USW-8-150W • USW-8
UAP XG • UAP-SHD • UAP-HD • UAP-NanoHD • UAP-AC-PRO 2x • UAP-AC-LITE • UAP-AC-IW • UAP-AC-M
UCK-G2-PLUS • UCK-G2 • UCK
Emerging Member
Posts: 43
Registered: ‎09-06-2018
Solutions: 1

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

Hi

Cloud Key: Version: 5.9.29, Firmware: 0.11.10

Android App: Version: 1.7.4 (10704050)
Senior Member
Posts: 16,494
Registered: ‎08-04-2017
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Solutions: 810

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

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

Cloud Hosted Controllers | Glenn R. | UniFi Installation/Easy Update Scripts | UniFi-VoIP Installation Scripts
USG-4-PRO • USG
USW-48-500W • USW-24-POE-250W 2x • USW-16-POE-150W 3x • USW-24 • USW-8-150W • USW-8
UAP XG • UAP-SHD • UAP-HD • UAP-NanoHD • UAP-AC-PRO 2x • UAP-AC-LITE • UAP-AC-IW • UAP-AC-M
UCK-G2-PLUS • UCK-G2 • UCK
Emerging Member
Posts: 43
Registered: ‎09-06-2018
Solutions: 1

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

Hi,

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

Works fine via Chrome.

I have no iOS devices.
Emerging Member
Posts: 43
Registered: ‎09-06-2018
Solutions: 1

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

Hi,

 

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

Emerging Member
Posts: 43
Registered: ‎09-06-2018
Solutions: 1

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

[ Edited ]

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.

Ubiquiti Employee
Posts: 272
Registered: ‎03-01-2017
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Re: Android app stuck at 'Connecting to the controller' after updating Cloud Key

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

Emerging Member
Posts: 43
Registered: ‎09-06-2018
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Re: Android app stuck at 'Connecting to the controller' after updating Cloud Key

Hi,

 

Seems to be irrespective of WiFi or mobile data connection. 

Emerging Member
Posts: 43
Registered: ‎09-06-2018
Solutions: 1

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

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? 

Ubiquiti Employee
Posts: 272
Registered: ‎03-01-2017
Kudos: 56
Solutions: 4

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

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

Emerging Member
Posts: 43
Registered: ‎09-06-2018
Solutions: 1

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

Hi,

Same as previously - Android app does not connect but fine from Web browser.
Emerging Member
Posts: 89
Registered: ‎03-24-2017
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Re: Android app stuck at 'Connecting to the controller' after updating Cloud Key

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

 

Screenshot_20181017-063625.jpg

Ubiquiti Employee
Posts: 272
Registered: ‎03-01-2017
Kudos: 56
Solutions: 4

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

@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

Emerging Member
Posts: 43
Registered: ‎09-06-2018
Solutions: 1

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

Hi,

Willing to give it a go but how do I give you read only access?
Emerging Member
Posts: 89
Registered: ‎03-24-2017
Kudos: 1

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

@UBNT-Mates I gave you access this morning. 

Emerging Member
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Registered: ‎09-14-2016
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Re: Android app stuck at 'Connecting to the controller' after updating Cloud Key

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.
Emerging Member
Posts: 43
Registered: ‎09-06-2018
Solutions: 1

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

That's the app version I have already.

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