Eero App not functioning.

[benny55]

Yesterday my internet suffered a short drop-out, it was then restored and continued to function as normal. However, since then the Eero app has ceased to function as before.

It insists on my signing in but this process requires the disconnection/reconnection of Eero and ONT.

When I try to bypass this process, I get this message;

This eero device is already registered. Please have the previous owner remove this eero from the network.

Any ideas as to how I can restore the App’s functionality without disturbing my connection?

[Karl-TalkTalk]

Hi

OK, let us know if you hear from eero.

Karl.

[benny55]

Thanks Michelle.

Yes, still in contact with eero. Supplied information this morning but because of the time zone delay not expecting anything before tomorrow at the earliest.

Regards, Benny.

[Michelle-TalkTalk]

Hi benny,

Thanks for confirming. I can raise this to our Devices Team for you? Are you still in contact with eero?

Michelle

[benny55]

Hi Michelle,

Other than switching everything off/on I've tried all the other options you suggested.

As outlined on the original post the App remove/add option eventually results in the message; This eero device is already registered. Please have the previous owner remove this eero from the network.

My slight concern regarding the off/on option is I could lose my network completely.

Regards, Benny.

[Michelle-TalkTalk]

Hi benny,

Can I just check, have you also tried the below steps?

Having trouble with the eero app? Try the following to help fix any issues:

Make sure the device you're using the eero app on is connected to the Internet either through Wi-Fi or a data connection
Close your eero app and reopen it
Next try logging out of your eero account and logging back in — you can do this in the Account settings section in Settings
Try uninstalling the eero app and reinstalling it to make sure you have the latest version
As a last resort, try turning your device off and back on again

Michelle

[benny55]

I’ve now had contact from another agent basically covering the same ground as the previous one.

What makes this more difficult is their location (US) and as they are on CST as opposed to GMT any exchange takes 24 hours to process.

If this App failure occurs every time there is an outage you have to question the use of eero routers in the first place.

[Michelle-TalkTalk]

Morning,

Ok thank you.

Michelle

[benny55]

Hi Michelle,

An agent at Eero is looking into the case.

Will let you know what the outcome is.

Thanks, Benny.

[Michelle-TalkTalk]

Hi benny,

I'm sorry to hear this. How are you getting on?

Michelle

[benny55]

I’ve left a message with the Eero help desk. Will report back on any outcome. 

[ferguson]

I honestly don't know.

[benny55]

Will that involve doing a ‘day one’ type install, setting up passwords etc?

[ferguson]

Yes, but it does seem you will need to lose your connection temporarily in order to reset the app. 

[benny55]

Thanks for that.
Just following it up. The network is fine I’ve just lost the ability to monitor it.

[benny55]

Yes. No Joy.

[ferguson]

It looks like you can't. Have you checked the eero help pages?

https://support.eero.com/hc/en-us

[DJI_MINI_2_SE]

Have you tried deleting and reinstalling the app?