Denon HEOS: devices unavailable / login failed

Questions & Help
1

Hi all,

Since athom could not help me out, here a request to the community. I hope someone can help me out.

Problem: all devices I add via Denon heos app are unavailable.

I guess it relates to me not being able to login in the app. The moment I try to login (when I add the device) it instantly jumps to login failed. It is so quick that it seems it’s not connecting. This is confirmed by athom they see in my diagnostics report that the login ‘is being closed’.

I hope someone of the community has any idea what the solution could be, love to hear from you!

2

So what did Athom say when they saw that the login is being closed? They wrote the app, it’s not open source, so nobody here will be able to take a closer look at it.

3

Login has nothing to do with de device being (un)available, login is purely for being able to retrieve the favorites and isn’t mandatory for the rest of the working of the app.

This sounds more like your Homey and HEOS devices are not in the same network (range)/VPN, or the traffic is blocked by something.
What is the unavailable message, the message should show you pretty much what is wrong (unless network related).

4

Basically they said they see the login is being closed, they can’t reproduce the issue and forward it to development

Quotes of athom below

“We zien nu inderdaad terug dat de inlog wordt afgesloten.

Graag zou ik willen kijken of ik dit kan reproduceren.”

“Helaas heb ik dit niet kunnen reproduceren.

Ik heb dit voor ons nieuwe issue gedeeld met Development zodat zij er naar kunnen kijken en zo snel mogelijk een fix voor kunnen ontwikkelen. ”

5

Yes I agree that is what it seems, or least ar first sight.

The soundbar is connected by cable and the homey via wifi. I also gave them fixed ip addresses but that didn’t have any effect. I can find the soundbar via my Google home (and I can sent it commands via Google home) and I can find it with homey. I can add it to homey but after adding it, the device instantly get on unavailable. So I don’t know what else to try in my network to get it fixed.

It’s hard to identify what goes wrong. Because the login instantly fails, I can see its not even trying to connect, I think it might relate to that..

6

HEOS are difficult and their connection with their own phone app is not guaranteed. I have two HEOS 5 and will not be buying any more. They must be on a 2.4GHz wifi, not 5GHz. The networking must not be one where the router combines those two, they must be separate. Those two networks must be with the same controller. My previous Netgear setup simply couldn’t do it so for this and other reasons, I switched to UniFi. IF the HEOS aren’t used for a few days they might still need to have the connect button on the back of the unit pushed

7

Here the same problem. HEOS speakers are not recognized anymore by Homey… looks like the update from 1 month ago gives the problems?