Homey Pro 2023 continuously crashes

Questions & Help
1

My Homey Pro 2023 restarts after one minute. I get a “Cannot connect” error on the web app and Android mobile app v9.6.1. Cycling power on Homey Pro (unplugged for more than one minute) did not help.

There may or may not have been a power interruption overnight. All lights and some smart plugs turned on. I was able to turn most off with verbal Alexa commands so I could get back to sleep. Normal power interruptions do not turn on any smart plugs. Normal power interruptions also leave an LED lamp turned on that was not on.

I tried a USB backup and restore. Still failing.

I tried a USB firmware update. Still failing.

I tried a reset. It reconnected and restored last night’s backup (v12.7.0). Mobile app setup said restarting and stayed on that screen. Homey Pro still repeats starting, spectrum for 1 minute, crashed, repeat.

Any suggestions for a next step?

2

Thank you for your post to the Homey Community, but it seems that you may need to report this issue to Athom support.

Please, first have a look at [Tip] Problems with Homey?

When you need direct support from Athom please visit Homey Support for our new help center.

If you need help you can read more about how to submit a support request.

1 Like
3

Thank you for your comments. I had not found any applicable help here or on the Problems page you linked. I reported the issue to Homey support before posting here. I should have stated that. I only posted here in case any other users had experienced this and had suggestions.

4

You did the correct steps,

and while it was a often issue on older Homey’s …

You can always try to rule out a defective USB Adapter.

Last thing:

5

I had been using the PC dock that supplies enough power for the Homey Pro. Thanks, I also tried another high current supply. The results are the same.

6

Did you also replace the USB-C cables by decent ones? Some Homeys were shipped with a bad quality USB-C cable(s).

When both “tricks” don’t help, I’m afraid it points to hardware problems.

7

I used a known good USB cable when connected to the PC dock. Data transfers verified good.