Problem installing units to app

Helene

I have the same issue as described by several others, regarding using the app to install/reboot.

The installation keeps getting interrupted by failure to connect to Bluetooth. The WiFi still manages to work, but very poorly, and seems unable to connect the second mesh unit to the main to strengthen the signal. The app still wants to just install functions or log out.
Please note that the app (latest iOS version) will not let me past the install functions (units) process so I therefore cannot access the app home page with main menu and all the functions including the contact support function, to be able to move forward. It keeps just wanting to install/reboot unit, somehow not managed to fully install and connect units to the app.

I have already tried sending an email through the homepage support pathways but when clicking ”send email” through the form, a pop up directly state that there is a problem to send messages right now and to try later. It seem my messages are not being received as there are no confirmation receipts to my email.

What is the next step and how do I reach support without the app main menu function?

Thanks

Zyxel_Judy

Hi @Helene ,

We attempted to reproduce the installation issue with Multy 1 (WSM 20) but couldn't replicate the problem.

To help us better assist you, please:

1. Record a video showing both the Multy installation process and the feedback sending issue
2. Provide your full Multy model name

Helene

https://community.zyxel.com/en/discussion/comment/75275#Comment_75275

Hi Judy, thanks for responding and helping move this forward!
The model is a Multy X WSQ50 (not M1). Attaching clip of the installation process. The unit is already previously installed, but will not "register" to the (newly installed) app, so I've tried both installing and reseting.

The reset gets me as far as choosing network name(s) for 2.4 and 5G, and password, but in the next step the app can not connect to Bluetooth = not yield a fully finalised installation. Both options to install/reset come up again. Do you need video on the reset process as well?

Feedback sending issue: I'm not getting passed the installation process itself - it is the first and only page I see as I open the app and try install/reset. There is no main menu made available, or any other functions (settings, install the other unit, etc) that are part of the other functions in the app for the units.

Could not upload video, but sending WeTransfer (link available for 3 days)

Thanks again! /Helene

https://we.tl/t-8w980QN7On

Screenshot 2025-02-20 at 20.31.22.png

IMG_0007.jpeg

Zyxel_Judy

HI @Helene ,

Thank you for your video and image.

We attempted to reproduce the installation issue with Multy X (WSQ 50) but couldn't replicate the problem. After seeing the "Reset Multy" screen (which appeared because Multy X was previously installed - as you faced), we waited approximately 4 minutes until the Wi-Fi settings screen appeared. The setup process then completed successfully.

We can now access all menus in the APP with the configuration as described below.

To help resolve this case, we recommend that you:

1. Verify your Multy X has the latest firmware V2.20(ABKJ.8)C0
2. Confirm your Multy APP is updated to version 2.6.1.231012
3. Make sure that Bluetooth in your phone is ON

If you're using the latest versions but still experiencing issues, please let us know. We can arrange a remote session to examine your device further. The requirements for setting up a remote session will be sent to your Community inbox.

Helene

Dear @Zyxel_Judy thanks again for sticking it out with me, I tried replicating your suggested solution as below. I do think a remote session would be a good next step if that is possible?
As per your suggested recommendations 1-3:
1. I am not able to verify this, due to the core issue still unresolved. Will it help if I share serial number of FCCID?
2. I can confirm the latest app version is 2.6.1 (no more digits are apparent in app store and if the complete version details are available in the app interface, I still cant access it due to primary issue)
3. Confirming that Bluetooth on phone is on (and other units in the same space are set to off during Multy app use process)

My process this time: log in; "install Multy screen"; choosing Multy X, waiting 4 minutes, unplugging and replugging network and power, waiting for green blinking:
1. When reaching the step in the app that prompts the Multy should be blinking blue, it does not. It blinks green (due to already installed) and then just hits solid green, no blinking.
2. The app then continues to try to establish wifi (but not as per your screen shots - no options of wifi pops up, it just searches anonymously) and cannot establish/find wifi.
3. The app it prompts me to A. Try again or B. Reset Multy.
4. I here waited 4-6 minutes (as you described) - no wifi set up as per your screen shot appear.

*Do let me know if there is anything else I'm supposed to do differently before getting to this step.

5. I then tried to reset using a paper clip again to see if other options pop up.
6. The app states "when the light goes from red to off it is ready for reboot".
7. I pressed OK here, though the light goes from (fast blinking) red to blinking green again (not off).
8. The app prompts to wait 3 minutes while waiting to reboot, and says it "connected successfully. You can now proceed to connect to your wifi network".
9. I choose my new own wifi names (separate 2.4 and 5G) and password.
10. App prompts: "Connecting to network", waiting 4 minutes
11. App prompts "Unable to activate Multy. Bluetooth failed, try again to reconnect. I try again and wait for 4 minutes. App dialogue prompts "connection failed. OK." I press OK. I try again.

This time I wait for the red to blink fast then press ok (next step) in the app. While waiting for 3 minutes to reboot the light on the Multy is blinking green (not red anymore and never off) and restarts process from step 8-10. Dialogue box promts "Setting Error: Confirm". I press confirm. Back to unable to connect Multy.

So the wifi again works for my other units, but I'm not able to use and activate the 2 Multy X units as a mesh, which I need.

HansJacobsen

Hi there - I have exact the same problem.
More than 5 times completely deinstalled the app, tried another mobilephone, resetting all my 4 zyxel Multy X WSQ50 units including an update to the latest version of firmware.
Permanently I reached the unit when it is "naked and fresh resetted" with bluetooth, config a new until I reach the position "set wifi-password", than the mobile-app says "sending data" … the bill is shown as "WiFi installed" (and it runs), but after this the app stopps and there is no chance to reach the unit the second time.
Over all i wonder about the following ⇒ The latest version of the app in the googlestore is 2.6.2.240202 (also this number is shown in all publications about the trouble with the app). But now, here in your answer you wrote "confirm that you app has the latest version 2.6.1.231012". Judy … where can I get this version? I grabbed all search-engines I know … cannot find.
Please give a respond … I am tired to fix the issue and sit in a great house with FOUR Multy X and can only use one. Crazy ….
regards from Germany

Hans

Zyxel_Judy

Hi @Helene , @HansJacobsen ,

To better support you clarify the issue, please grant us remote access to the Multy X device. We would like to check the device status directly.
Please check the inbox to know the detail information.