HIVE app not working

Cressida100

I'm not sure if this is the right place for this query but please mods can you move it if necessary? 

I have recently had new boiler fitted Worcester Greenstar 400, all working well and operated from a HIVE app. 2 days ago I noticed that the HIVE was not connecting to the thermostat. My heating engineer called in and sorted this out by rebooting the HIVE alongside the boiler controls in the airing cupboard. I realised there had been power cut which caused the issue. 

Everything seemed to be working okay until I checked the HIVE app on my mobile phone which is giving the error message below: I've tried all the usual fixes, app is up to date, I have deleted and reinstalled, cleared cache etc. I'm still getting the error message and cannot control things via the app. Not a problem when I'm at home but I had got used to controlling things while out and about. Can anyone offer any advice? I have tried using the HIVE agents online who have NEVER been there. Any similar queries by other people on the 'community' have not been answered. 

Neil_Jones

Are you able to control the heating through the thermostat box itself?

If so, the thermostat 's not "offline".

https://www.mumsnet.com/talk/_chat/4541083-hive-app-not-connecting might be of interest particularly the post by Adam06.

northernstar007

looks as your hive hub is offline, try checking the cable going into router also pull the power cable out for a min then back into to do a reconnection
also  press the "fit it" sometimes works 

MikeJXE

I had this problem a couple of weeks ago and fix it didn’t cure the problem 

I shut down the app (iPhone) relaunched it and hey presto it worked 

debitcardmayhem

The fact you had a power cut suggests that the router has assigned a different ip address to the hive hub. Force stop the app and restart it.

bagand96

I noticed the other day my receiver was showing a red light, and the thermostat just said "connecting".  Rebooting everything worked, but a couple of times I've seen the same as you on the app, everything showing offline and an error message saying they can't connect to my hub.  Wonder if they're having some issues at there end?  Although you might expect to see more reports on the Hive Community if that was the case.

beckstar1975

I had this acoupleof days ago too but it didn't ever connect, British Gas came and installed a new receiver and thermostat. Wonder if there's been a firmware issue that has caused so many to do this? 

Cressida100

Neil_Jones said:

Are you able to control the heating through the thermostat box itself?

If so, the thermostat 's not "offline".

https://www.mumsnet.com/talk/_chat/4541083-hive-app-not-connecting might be of interest particularly the post by Adam06.

Thank you I have had a quick look at that particular post. Fingers crossed it will work for me. I appreciate the help. I will try first thing in the morning. 

Cressida100

Neil_Jones said:

Are you able to control the heating through the thermostat box itself?

If so, the thermostat 's not "offline".

https://www.mumsnet.com/talk/_chat/4541083-hive-app-not-connecting might be of interest particularly the post by Adam06.

Thanks for this Adam06 post looks interesting, I will give that a go tomorrow as I'm losing the will to live after spending hours trying to sort this .... I appreciate the link   Yes I can control things through the HIVE but not the app on the phone. 

Cressida100

bagand96 said:

I noticed the other day my receiver was showing a red light, and the thermostat just said "connecting".  Rebooting everything worked, but a couple of times I've seen the same as you on the app, everything showing offline and an error message saying they can't connect to my hub.  Wonder if they're having some issues at there end?  Although you might expect to see more reports on the Hive Community if that was the case.

bagand96 said:

I noticed the other day my receiver was showing a red light, and the thermostat just said "connecting".  Rebooting everything worked, but a couple of times I've seen the same as you on the app, everything showing offline and an error message saying they can't connect to my hub.  Wonder if they're having some issues at there end?  Although you might expect to see more reports on the Hive Community if that was the case.

Sorry about the double quote, I've tried rebooting everything but no change in the app message. I will try and find a number for the HIVE people tomorrow and give them a call (if that's possible which I very much doubt). 

northernstar007

also check to see if its connected via alexa app