HIVE app not working

Cressida100

northernstar007 said:

also check to see if its connected via alexa app

Not sure what you mean? I have an echo dot but that doesn't connect to anything electrical. I use it for music, alarms etc. 

Cressida100

@Neil_Jones I tried following the instructions in the post you mentioned. See below. 
I followed instructions and it all worked fine until I got to 6. I must have a newer HIVE as there aren't 3 buttons on the bottom. The HIVE did go into searching mode and has been doing that for ages and is still searching! So not only do I not have a working app I have managed to mess up the HIVE itself. Definitely one for the morning but thanks everyone for your thoughts. I have the telephone number for HIVE so will call them first thing tomorrow. 

Post below taken from Mumsnet:

Turns out I was in standalone mode...

Standalone mode is where your thermostat and receiver are communicating directly and not going via the hub which is why it is offline in the app.

To get back into normal mode:

1. take a battery out of thermostat

2. turn off receiver at the isolation switch for a few moments

3. turn receiver back on and hold the heating button on the reciver until it flashes pink

4. hold the heating button again until it double flashes yellow

5. put batteries back in thermostat

6. hold the middle and left buttons of the 3 buttons on the bottom of the thermostat till it counts down to 0.

7. select your language and then it will start searching

8. on your hub press the black button for 1 second then the middle light should flash orange. Then look back on your thermostat and it should start pairing and then once paired it should be back online in the app.

northernstar007

Cressida100 said:

northernstar007 said:

also check to see if its connected via alexa app

Not sure what you mean? I have an echo dot but that doesn't connect to anything electrical. I use it for music, alarms etc. 

you can connect the hive to the echo, and can control the hive via the echo
you will need to download the alexa app to your phone when you have installed it you can go into the hive and connect from there to fix the problem your having now
once installed you can just tell alexa to turn the heating on/off and adjust

chapea

Cressida100 said:

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. 

I’ve been getting the same messages for last couple of weeks three times now. Happens every now and then 

I’ve found if using a phone I’ve just shut it down completely. Then when I turn it back on it works normally. 

RavingMad

https://www.hivehome.com/ie/support/Help_Using_Hive/Hive_Hub/What-to-do-if-your-Hive-Hub-is-offline

What light was on the hub?  Do you have access to another device to install the Hive app?

Cressida100

UPDATE: Thanks a lot to everyone who has responded with advice. I called the HIVE number today 0333 202 9614. I didn't have to wait too long. I believe it was a South African call centre and I spoke to a very knowledgeable, patient guy. As mentioned in my post upthread it seems I was in standalone mode which is why the app wasn't working. He talked me through the steps to reconnect and after a tutorial we got there in the end. I really appreciate people taking the time to try and help. I love this forum. Happy new year to everyone. 

millie

MikeJXE said:

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 

I have had to do the same a couple of times this week, I was away from home so could not try the other fixes. As a last resort I tried restarting my phone and it worked.