Connect does not connect, since upgrading to S2.

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Since upgrading to S2, connect stopped working. call tech support. they say I have to replace the unit. Is this normal?

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James L.Answer

Retired Community Staff

Yes there is D101 1809C 94-9f-e3-B7-F0-28-F

When I connected at home, it stayed for a few minuttes and then goes back to solid light and does not connect. Weird thing is the ethernet ports light up too even though there is no cable plugged in

Hey @hebr,

I’d highly recommend getting in touch with our customer care team. In my experience, Ethernet lights lighting up when nothing it connected is a sign of the product failing to boot correctly. The support agent you speak to will be able to verify this and let you know what to do next.

Let us know how you get on.

Edit: I see you’ve already done this… If they’ve suggested a replacement then yes, that sounds like the way it should be. If you need further clarification my suggestion still stands; get back in touch with them with your queries and they should be able to explain.

Mark good posts by pressing the like button, and select the best answer on questions you've asked to help others find solutions.

G

GuitarSuperstar

Lead Maestro

Do you have the Connect (Gen 1) or Connect (Gen 2)? The former isn’t compatible with the S2 app.

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"Receive with simplicity everything that happens to you." - Rashi

H

hebrAuthor

Contributor I

It is GEn2. It was working fine until we upgraded to S2

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G

GuitarSuperstar

Lead Maestro

Is the top button on the front a mute button or play/pause button? What is the serial number?

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"Receive with simplicity everything that happens to you." - Rashi

H

hebrAuthor

Contributor I

Top button is play/pause ...it doesn't let me reset using the vol- and play button, that's when the tech said I have to replace

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H

hebrAuthor

Contributor I

Serial949F3EB7F028F

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G

GuitarSuperstar

Lead Maestro

Try to reset just using the play/pause button and follow these instructions:

Unplug the power cord.
Press and hold the Play/Pause button while you reconnect the power cord.
Continue holding the button until the light flashes orange and white.
The light will flash green when the process is complete and the product is ready to be set up.