Pyronix HomeControl App No Longer Working

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Hi Folks,

Hoping you can help me, I had the ProControl+ app on two devices (android + apple) for the past 14 months or so and had no issues up until a few months ago.

In August 2021 My alarm engineer came out to perform annual maintenance, he did a full system check / test and added two more sensor. I also paid for another 12 month cloud sub.

This week I purchased a new phone and wanted to add the ProControl+ app, I understand I need to contact my installer to get them to approve the device in the cloud. I spoke to my installer who said he couldn't see any device requests.

I checked the panel and found it was no longer connected to the wi-fi so I reconnected it (It is now showing a signal strength of 31 so I am guessing its connected?).

I then checked the Apple Device to see if that was working and in the logs it shows the last time we set the alarm was August 2021...so I am guessing when the installer came something must of happened to cause the app to stop working as we set the alarm everyday.

When trying to login to the alarm on either the new device or old device we get the error 'Connecting failed the phone is not authorized yet...Please visit....' what is interesting is it doesn't matter whether you enter the right credentials or not it instantly fails...I've re-installed the app 3 times and I still get the same error.

Just to confirm for the ProControl + App:

For User Code I am entering my Alarm Pin

For App Password: I am entering the password from the panel which I think is called "cloud password"

I am using bio-metrics to authorize the app on my phone.

Spoke to my installer who just said 'need to speak to local techie will get back to you' not heard anything back for 3 days...

I did read a post saying I could check the diagnostic logs to see if the alarm was 'polling' but I am not too sure how to do to this?
 
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Your cloud account hasn’t been set for auto accept ( new devices) your installer has to set this ……it is a strange one as I sometimes have the same issue , some accounts where on auto some not , it may have been the early ones where set default off
 
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If your installer can’t see any requests for phone authorisation then I’d suggest double checking your System ID is correct in the app. Be careful of the 0/Os and 1/Is
 
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Hi Folks,

This is for intruder alarm only.

I can confirm the System ID is correct...as previously mentioned this was working on my previous phone with no issue as well as an Apple iPhone that I still have.

When I logon to the app through my mobile number the Pyronix Panel is automatically added to the app and I've confirmed the system ID.

Really not sure why this isn't working......

When my engineer was last here he installed two additional sensors could this somehow result in the app not working?
Does the user-profile on the panel need updating?
if so how do I do this?
 
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Ask your installer to send you a screen shot of this …..depending on how many devices you have they will show in the list and if they have the permissions on or off !
72C25605-1CFB-409A-B18D-60B613178B39.jpeg
 
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