I updated to Rainpoint 2.0 and it wiped out all the information I had in the app. Thus I cannot see any of my devices. The company is well aware of the issue, but has done nothing but advised me to reset every device. For one, that’s not easy to do, and two I’m not confident that each device will be reset properly requiring that I have to be home to manually water what seven timers would do automatically.
In the past, I’ve had great difficulty setting up each unit and often have had to call technical support to assist. I have an Eero WiFi system and high speed Internet, but the hubs don’t always see it, and the timers attached to whatever hub is available, if at all.
Instead of fixing their updating software problem, they’re expecting me to reset seven sprinklers and four hubs as though I was starting all over again.
We sincerely apologize for any inconvenience caused by the RainPoint 2.0 app update and the loss of your device information. We hope to help you resolve this issue as smoothly as possible.
1.Please provide your device model.Are you currently using RainPoint Tuya, RainPoint Home, or another app?
2.Please provide the email address you used to register the app so our technical staff can check the backend.
3.Could you provide a screenshot showing the information loss issue?
We value your patience and support. We are committed to resolving this issue and ensuring your system is fully restored. Please reply with the necessary details, and we will address your problem.
Ruddy,
I”m very concerned about doing anything to the Rainpoint system that is currently in place. It is working even though the app doesn’t show the devices. I’m guessing the memory is stored in each timer. Nonethelesss, I’m ready to scuttle the entire system of 7 timers and four hubs and part over with an entirely new system. Whether is is a Rainpoint system or not many depend on your company.
I feel like your company is not fixing the problems they created by their faulty upgrade, instead expecting the customer to reset every device and re-establish it on the app. Every time I tried to establish a new hub or timer, I had to call in and some workaround was devised. Trying to do what your people is Asking this 80 year old man, is not only difficult, but fraught with all sorts of problems based my experience with Rainpoint. There is no certainty it will work, and if I try it and it doesn’t work, then I”m stuck with nothing watering my greenhouse and garden, etc.
I would be willing to try to install a different Rainpoint system. In that way, I know the existing system will still work, even if the new one doesn’t. If the new system works, I’ll remove the old system and discard it.
If this is a plan, let me know. If not, I’ll use some other way to teach Rainpoint that they need to test, test, test any update before they go putting it out on the unsuspecting public.
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Thank you for your reply. We sincerely apologize for any anxiety and inconvenience this situation may have caused you.
We would like to clarify that upgrading the app will not delete your device data. The data is linked to your account, not the app itself. Therefore, as long as your account is active and you haven’t deleted the device, your data will not be lost.
We suggest you try the following:
Check your family settings. Your device may be linked to different families. Switch families to check. Your device should be in the family you set up called “Ganem”.
If you still don’t see data after switching to “Ganem”, we suggest deleting the device, reinstalling the app, and logging into your account to see if the data reappears.
Thank you for your understanding and cooperation. We hope this helps resolve your issue.
Ruddy,
I’m missing several times. Some are shown in the app and some are not of the ones in the app, two of them are showing off-line the others are not showing at all.
About a month ago, to ensure the devices would see the router, I bought an Eero extender in an outdoor location, not subject to weather. I don’t think your system (hubs) seen the new system, although it is on my hero app and therefore function. the new extender is only about 10 feet away from the hub. Since this is a mesh system, I would think the hub would see the first available Wi-Fi connection.
After about two weeks, it appears that the app did show the devices on its own without rebooting or removing the app, but they’re not all there.
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Thank you for providing the detailed information. Based on your description, the problem seems to be related to the new Eero extender, rather than a problem with the hub itself.
The extender is connected successfully but cannot access the internet, which may be caused by the following reasons:
Connection Issues: First, confirm that the extender is correctly connected to the main router and that the main router itself can access the internet normally. Sometimes, signal interference or excessive distance between the extender and the main router can affect network connectivity.
Restart Devices: Try restarting both the extender and the main router. Prolonged operation of the devices may cause minor malfunctions, which can be resolved by restarting.
Network Settings: Check the extender’s network settings to ensure that the IP address, subnet mask, gateway, etc., are on the same network segment as the main router to maintain smooth network communication.
Front-End Router Settings Issues: If the front-end router has settings such as internet access time limits, website access restrictions, parental controls, or incorrect IP/MAC binding settings, it may prevent the terminal device from accessing the internet. You need to access the main router’s management interface to check and adjust these settings:
Wi-Fi Name and Password: The extender’s Wi-Fi name and password should ideally match the main router’s to avoid internet access problems caused by mismatched network names and passwords.
Too Many Clients: If too many devices are simultaneously connected to the router’s Wi-Fi signal, it may cause slow internet speeds or prevent internet access. Try reducing the number of connected devices or replacing the router with one that can handle more devices.
Software Version Issues: Upgrading the wireless extender’s software to the latest version can improve stability and compatibility, resolving some compatibility issues.
Other Interfering Devices: Check if there are other wireless devices (such as microwave ovens, Bluetooth devices) interfering with the stability of the wireless network.
If the problem persists after following these steps, you may need to contact the extender manufacturer’s customer service for more professional assistance.
We understand that troubleshooting can be complex, and we hope this helps restore your device to online and stable operation. Thank you for your efforts and cooperation.
Based on your description, the problem seems to be related to the new Eero extender, rather than a problem with the hub itself.