[2.1.1 (320)] Unable to use remotely via Cloud connection

danabw · April 11, 2025, 9:44pm

I was out of the house earlier today for the first time w/2.1.1 (320) and was completely unable to use it. The app correctly showed Cloud connection on the home screen, but favorites would not appear on the Home screen, and nothing would appear on the Devices tab. Interestingly, Dashboards did load and could be opened.

Tried force-closing the app, cleared cache, nothing helped, I could never get the home screen to show favorites, or the Devices screen to show devices.

Back home now and everything looks fine. While I was away from home all other internet access (music/podcast streaming, internet browsing) worked fine. And of course Dashboards did appear and load in the HE app, so it was connecting to the interweb.

Anyone else?

bobbyD · April 11, 2025, 9:50pm

Not I, my Samsung S25 loads fine while on cellular network. Have you confirmed that you had internet connection while on the cellular network?

moncho1138 · April 11, 2025, 10:18pm

What android model and OS version are you?

danabw · April 11, 2025, 11:13pm

Yup, as noted in the OP, I was streaming podcasts and music, and surfing the internet while I was out on mobile data. Only the HE mobile app was having issues.

Oops - sorry, forgot to include that. Samsung S21. on Android 14, OneUI 6.1, Google Play system update, March 1 2025.

danabw · April 12, 2025, 1:11am

Just turned off Wi-Fi at home, phone moved to mobile data, same results as when I was out of my house...Favorites and Devices never appear. Dashboards do appear and can be opened.

iEnam · April 12, 2025, 1:14am

@danabw,
I have tried switching between WiFi and cloud connection on my Samsung S25 ultra, and can I confirm that there was a moment where I thought that I was unable to connect using cloud connection... but switching between tabs and/or closing and re-opening the app, and a bit of patience...I was finally able to connect using cloud connection!

Also, although this new version seems to be a little better than the previous, still the connection between WiFi and cloud is not seamless at all, and requires closing and re-opening of app to establish and show the correct connection for Home and Devices page even though app settings seems to pickup the correct connection type!

danabw · April 12, 2025, 1:47am

Thanks for testing...I did those same things when I was away from home. Closing/force-stopping the app, clearing cache on the app, and none of those actions resolved my issues. I've waited up to a minute (timed myself so I wouldn't react too quickly) and the Favorites and the Devices tabs never populate... something not right for me.

moncho1138 · April 14, 2025, 2:18pm

Do you use EZ dashboards? If so, do those work on cloud mode?

iEnam · April 14, 2025, 2:47pm

@moncho1138,
On my S25 ultra:

Favorites - load slowly on both WiFi and cloud
Devices - load very slowly on both WiFi and cloud
EZ dashboard - 200 devices dashboard loads "Super Fast" all the time on both WiFi and cloud compared to random behaviour for items 1 & 2 above!

danabw · April 14, 2025, 3:31pm

Yes, I have EZ dashboards and those are accessible when I'm connected via the cloud.

Favorites and Devices are inaccessible on a cloud connection.

I switched from Local to Cloud this AM by turning off my phone's Wi-Fi while at home:

After turning off Wi-Fi:

Connection message appears, I hit Cancel:

Cut off message appears about connecting to the hub appears...stays in this state:

Go to the Devices tab, they won't load:

Return to the Home tab, Favorites are gone.

Eventually this error message appears:

Dashboards are accessible, both EZ and original via cloud:

Everything else also works on mobile data (wi-fi off), I can access web sites, stream video/audio, etc. Totally normal.

Johnnyvaneddie · April 14, 2025, 7:06pm

Everything works on mobile {not wifi} for me except it takes some time for each tab to load. Had to finally close the app and restart to get notifications and favorites on the home page.
Galaxy S24