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.