Homey pro looses internet connection

Questions & Help
1

Hello, i got a homey pro that looses internet connection. It says lost connection. To fix it i take the power for a few minutes and it works for 2/3 days, then i need to do it again, any tips? Its a homey pro 2016-19

2

Hi Joakim, to get an idea of ​​what’s happening in the WiFi network, I think the best thing to do is to read the router’s system log. Check for example what DNS, VPN, signal strength indicators etc. do.

1 Like
3

Here’s a list of do’s and don’ts

2 Likes
4

What WiFi network are you trying to use? I have the same Homey and it has worked well since I changed my network to one where I could specify what devices were locked to what WiFi

5

You can also try another usb cable and power plug. That did it for me

6

How do i do that when i cant access it without taking the power, can u give me step by step Guide

7

I thought i read the hole thing, i understand what u mean, in going to check it and come back to you

9

Same here
Just started doing this constantly

10

Now it is constantly offline for a 8 hours. Rebooting router, Homey etc doesn’t help anymore.
The last change on Homey Pro was an update.
Not sure it is related somehow but problems started after update.
Tickets submitted but no hope it will be resolved.
Just to answer anyone’s questions - networks is strong, even bulbs outside the house (in metal enclosure) are still connected.
Checking static IP and optimizing network did not helped either.

12

Same here, all was stable
I have separate bands and it used to work with no issues.
Waiting for an answer from Athom (sic)

13

Keep me updated

14

may be I missed something, but did you already read the System Log of your router?

16

Thank you for your reply Patrique, well sometimes things can be strange. Yesterday I had problems with WiFi, it appeared to be caused by a LAN cable to one of the mesh-nodes, which worked, but not quite well, it also had connection-drops, … the brown pair (7,8)) was broken …

17

I use it with 2,4ghz

1 Like
18

Yea, checked everything looks great, wifi strength could be better but it has never been a problem before, its only 3 bars

19

should be fine👍

20

Well, that rules out one of the problems I had back in the early days. I had netgear mesh and it was a disaster. Changed to UniFi and been grand ever since, although that did require changing a few network settings that Netgear did not offer the option to

21

Response from support. Pretty nice but not related to updates, just a regular “fix network”.

Thank you for reaching out to our support and I’m sorry to hear you’re experiencing connectivity issues with Homey Pro at the moment and sporadically loosing connection after Homey has been updated.

In some cases we’ve noticed that a faulty power adapter or USB-C cable can cause some instability in the WiFi connection. Please test your Homey Pro with a different adapter. You can use for example the power adapter from you Mobile phone. Make sure it has 5.2V and at least 2A (2000mA) output. If this does not resolve the issue please test using a different USB-C cable.

If this resolve your issue please send us your address details so we can send you a replacement power adapter and/or USB-C cable. If you still find the connection to be unstable please try out the tips listed below:

If you are experiencing WiFi instability while you currently have a mesh WiFi network please try the following options:

  1. Make sure that Homey Pro connects to one dedicated acces point at all times without the ability to switch between acces points.
  2. Give Homey Pro a static IP-address.
  3. Try to split your 2.4 GHz and 5 GHz into separate SSID’s to prevent any switching between the protocols. If you can’t seperate the bands please disable all Band steering options to prevent switching between the bands.
  4. Connect Homey Pro to a dedicated 5GHz band. Since BLE and the 2.4GHz Wifi are on the same frequency they may interfere with each-other.
  5. Connect Homey Pro to your network using the ethernet adapter only to prevent any Wifi issues from cropping up.

If you are experiencing WiFi issue while not having a mesh WiFi network, please try the following options:

  1. Give the Homey Pro a static IP-address.
  2. Try to split your 2.4 GHz and 5 GHz into separate SSID’s to prevent any switching between the protocols. If you can’t seperate the bands please disable all Band steering options to prevent switching between the bands.
  3. Connect Homey Pro to a dedicated 5GHz band. Since BLE and the 2.4GHz Wifi are on the same frequency they may interfere with each-other.
  4. Connect Homey Pro to your network using the ethernet adapter only to prevent any WiFi issues from cropping up.

If none of the above tips resolve your issue. Please try to create the following set-up to test wether it might be a network setting or Homey Pro issue:

  1. Set up a Wifi router with a dedicated SSID on either 2.4GHz or 5GHZ. Use no special character in either the SSID or the password.
  2. Connect Homey Pro to this network.
  3. Check the stability of this set-up

If you find that Homey Pro is still having some trouble with keeping up the connection, please try and create a basic mobile hot-spot on a mobile device to see if Homey Pro is stable when connecting to that.

If, even after all these tests, Homey Pro is still not connected properly. Please send me a diagnostic report right after such an instability event has happened. To do so, please open the Homey mobile app and go to More … → Settings → General and select “Create Diagnostics Report”. You’ll get a unique ID, which I need to view some diagnostics. Please copy this ID in your reply to this e-mail.

If Homey Pro is able to make a stable connection to any of the above set-ups there is some setting in your main network that might be causing the instability, please look into the network settings by referring to the manual of your router.

I wish you a great day and a lot of fun with Homey!
Best regards,

Arno

2 Likes
22

@ all:

What crossed my mind:
When you restore an offline backup from a previous firmware version, and the issues are gone, you can sort of prove it’s firmware related.
That’s one big advantage of the Pro23, being able to revert to older firmware versions.

Of course I wouldn’t get it if one hasn’t created offline backups prior to installing fw updates :wink:

23

Thank you for sharing :+1: