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"Software update issue - Server unreachable"

Hello all,

I just received my Smart Remote U in the mail today and started the process of setting it up. I was able to successfully connect to my house WiFi but when asked to place it back on the charging base so it could download any software updates, I keep receiving a message saying "Uh Oh! Software Update Issue Server Unreachable. Get support on our app or website (Error 212). 

I have not found any information on an Error 212 code on the site and my phone is not finding the device through the app, so I'm kind of stuck here. I tried power cycling it twice already with the same results, as well as restarting the whole WiFI setup process to no avail.

This is extremely frustrating and not a great beginning experience with this product. Any help at all would be greatly appreciated.

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  • Some users are experiencing issues when updating to the latest software (version 76.3), in particular during new set-up.

    We apologize for the trouble, our team is hard at work investigating.

    Please contact support@sevenhugs.com with your Smart Remote serial number if you are concerned.

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  • I'm in exactly the same position as you. I had this issue yesterday, and am similarly frustrated. 

    Like 1
    • Mark Payne Sorry to hear you're having the same problem but it makes me feel better to know I'm not alone lol. Is yours brand new as well?

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      • Mark Payne
      • Mark_Payne
      • 1 mth ago
      • 1
      • Reported - view

      Shane Boltz Yes, I opened it yesterday. Brand new. Sevenhugs have just suggested I did a factory reset. I told them I'd done 2, and it is brand new. I asked if their "Update Server" was down. No reply yet. 

      Like 1
    • Mark Payne I really don't love the fact that there is no number to call to speak with someone in real time. I do not like having to go back and forth with tech issues via email. I sent a reply before posting in the forum and have not heard anything yet. Looking forward to hearing their reply.. hope we can both get this all worked out.

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    • Mark Payne Hey man, kept trying mine and it just started working all of a sudden, so I'm hoping things are good on your end, as well

      Like 1
    • Shane Boltz Cool, I'll try now. I suggested they reboot the update server in my last message ! Maybe that was it. thanks

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      • Mark Payne
      • Mark_Payne
      • 1 mth ago
      • 1
      • Reported - view

      Mark Payne It Worked !!! . Thanks for the heads up. Looks like the old "Turn it off and on again" trick worked on the update server !. Now the proper set up begins. 

      Like 1
    • Mark Payne so you are telling me you still cannot activate or update your remote?  I got mine two days ago, but i'm not going to hold out for a year waiting for some kind of fix.  $300 gadgets need to get past the boot update / first time setup...

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  • I’m having the exact same issue. Unboxed, connected to WiFi no problem, go to update and “Uh-Oh error 212” 🤦🏼‍♂️

    Tried redoing wireless setup, powering off/on, tethering off my phone but nothing works.

    So far this is not a good first impression. 

    Like 1
  • Same issue here!

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  • I have a feeling its when a server goes down at the Sevenhugs end. Hopefully they’ll reboot it when they get back after the weekend 

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    • Mark Payne I am fairly certain they could troubleshoot a server remotely

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  • I’m having the same issues. Not sure I want to keep this remote. 

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    • Hello Georgia ,

      Thank you for your message. We reached out to you via email, did you get a chance to go through our response? Please don't hesitate to let us know of any additional questions you may have on our email thread.

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  • So far i'm still not able to get my software update to work.  I submitted a support request so i'll update everyone with what i hear back.

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      • Brandon
      • Brandon
      • 7 days ago
      • Reported - view

      Brandon It's been a couple of hours and i haven't even received a confirmation email that my support request was received....i'm really starting to question how serious this company is about this product.

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    • Hello Brandon
      Thank you very much for reaching out directly to us. Our team of engineers is currently hard at work to resolve this issue as soon as possible. We will keep you updated when we have a solution. We are truly sorry you are experiencing this issue and we are working to solve it asap.

      Like
  • Same issue.  For those who were able to get their remotes working, what is the experience like?  Not pleased with the out of box experience though

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    • Jeff Steinman no answer from the staff for 2 months and no updates or new features for almost a year...

      Like
      • Brandon
      • Brandon
      • 6 days ago
      • Reported - view

      LAFORGE Emilien Wow seriously?  I'm returning this product if thats the case.

      Like
    • hi LAFORGE Emilien 

      We are so sorry to read this. Could you please try reaching out to us again via email?We have been in touch with all customers who reached out that way. We are happy to help with the issue you are encountering.

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      • Brandon
      • Brandon
      • 6 days ago
      • Reported - view

      hugo - Sevenhugs Support Is this product still being actively developed or is it in maintenance mode only at this point?  Thanks

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  • Same issue. Still waiting to hear from support. So far I give them a D-. I'll give it a few more tries before I return the remote and go with a product that actually (A) Works and (B) Has a reliable customer support staff that ACTUALLY responds.

    Like 1
    • John Wardell  in the same boat 

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  • Hello all, not sure what changed for me, but i went ahead powered off the remote, plugged in again, started over.  I bet they did bounce their update server or reactivate their android repo because it just updated!  now let's see if i can get past step 2.  PS. ya'll should give it another try if they did fix it on their end.

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