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Visitor
Posts: 4
Registered: ‎03-02-2018

13.8 Cu Freezer will not connect; app says "connect to internet" when I switch to the freezer's Wifi

I'm trying to use my iPhone 8 (iOS 11.2.6) to setup my new freezer (NS-UZ14XWH7). There are four results, none of which connect to anything.

 

  1. If I follow the instructions in the app, when it tells me to switch to the Insignia-e04f43635fad, and I do, when I switch back to the app it says "An internet connection is required. To use this app, please connect to the internet through WiFi or cellular data." which of course it doesn't have because it's now connected to a freezer!
  2. If I ignore the instructions (don't hit DONE on the popup but try to configure the freezer wifi via the webpage), I get a "Connection failed: device service host name lookup failed (error 12)".
  3. Sometimes the app somehow doesn't do #1, and just stays at the "Add Device" screen and never seems to notice I've connected to the freezer (it should have a next or scan button here).
  4. Once in a rare while, when I put my phone back on my WiFi network, I get to the "Select your Wi-Fi Network" screen, but it never does anything (because it can't get to this screen while connected to the freezer).

I long for the days when things had real plugs.

Posts: 5,604
Topics: 88
Kudos: 303
Solutions: 262
Registered: ‎11-30-2015

Re: 13.8 Cu Freezer will not connect; app says "connect to internet" when I switch to the freezer...

Welcome bombcar-

 

Thank you for reaching out to us for some help setting up your new 13.8 Cu. Ft. Freezer. I’m sorry to hear that you’re having some trouble getting it to connect with the Smart App.

 

Can you please ensure that you’re following the steps noted on page 14 of your owner’s manual to connect your Insignia Connect App to your new freezer? I’ve copied them below in case you’ve misplaced your manual. Also, can you please ensure that your App is up to date too?

 

Download the Insignia Connect app from the Apple App Store or Google Play Store to use additional features, such as open-door and temperature alerts. App download is optional – your freezer works normally without it!

 

1.) Make sure your mobile device is connected to your preferred Wi-Fi network.

2.) Download and open the free Insignia Connect Device app from the App Store or Google Play. (Apple: iOS 9 or later, Android: 6.0.1 Marshmallow or later).

3.) Log in or sign up for a Best Buy or Insignia Connect Device account.

4.) On your freezer, press and hold Lock to unlock the control panel.

5.)Press and hold - and Lock at the same time until you hear a beep and see “0” on the control panel.

6.)Press + until “AP” is displayed.

7.) In the Insignia Device app, tap Set Up Device, then follow the on-screen directions to complete setup.

 

Some additional tips include:

 

• The control panel will display the temperature after 10 seconds, but WiFi pairing mode remains active.

 • You may need to repeat steps 4-6 to put the freezer back into AP mode, if the app cannot find your freezer.

 • Your freezer uses the 2.4 GHz WiFi spectrum. If your router provides both 2.4 GHz and 5 GHz bands, select the network corresponding with the 2.4 GHz band.

 

I hope that helps you set up your new freezer so you can take advantage of those great Smart features.

 

Respectfully,

 

Mariah

 

Insignia Support

Mariah|Social Media Specialist | Best Buy® Corporate
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Visitor
Posts: 4
Registered: ‎03-02-2018

Re: 13.8 Cu Freezer will not connect; app says "connect to internet" when I switch to the

Doing this gets me much closer - but still it fails with either "Cannot Connect" or "Error 12".

 

My router is set to WPA2 PSK - is that an issue?

Posts: 5,604
Topics: 88
Kudos: 303
Solutions: 262
Registered: ‎11-30-2015

Re: 13.8 Cu Freezer will not connect; app says "connect to internet" when I switch to the

Hello bombcar,

 

Thanks for following up with us to share that those steps got you closer. Your router’s security setting should be set on WPA-PSK. Can you please try to update that setting then start from the beginning of the steps I listed to try to get it to connect?

 

Kindly,

 

Mariah

 

Insignia Support

Mariah|Social Media Specialist | Best Buy® Corporate
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Visitor
Posts: 4
Registered: ‎03-02-2018

Re: 13.8 Cu Freezer will not connect; app says "connect to internet" when I switch to the

I've now tried both with WPA PSK and WPA2 PSK - both result in similar errors using the app, though WPA PSK gives an error 5 when using the web page that pops up.

Posts: 5,604
Topics: 88
Kudos: 303
Solutions: 262
Registered: ‎11-30-2015

Re: 13.8 Cu Freezer will not connect; app says "connect to internet" when I switch to the

Hello bombcar,

 

Thank you so much for your patience on this matter! I had asked our support teams to review your posts to see if they’d be able to offer any advice. They are currently still looking to the Error 12, and I hope to have some more insight to share with you soon on that. Error 5 is related to the defrost sensor, and shouldn’t be occurring at this stage of syncing. Where do you have the router located in correlation to the freezer? Sometimes if the signal is weak this may be root of the pairing you’re experiencing.

 

Kindly,

 

Mariah

 

Insignia Support

Mariah|Social Media Specialist | Best Buy® Corporate
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Visitor
Posts: 4
Registered: ‎03-02-2018

Re: 13.8 Cu Freezer will not connect; app says "connect to internet" when I switch to the

I thought that might be the case so the router is as close as I can get it - my phone gets strong signal next to the freezer (the router is one room away).

 

Is there a way to get logs out of the freezer using the web access/ssh/telnet or the app? If I could do that it might help.

Posts: 5,604
Topics: 88
Kudos: 303
Solutions: 262
Registered: ‎11-30-2015

Re: 13.8 Cu Freezer will not connect; app says "connect to internet" when I switch to the

Hi bombcar,

 

I’d be happy to follow up with you next week regarding this matter when our support teams get back me on it. They may need additional information, or the data you’re offering. If it comes to that step, I’d be happy to send you a private message to discuss how we can get that over to them. 

 

Thanks,

 

Mariah

 

Insignia Support

Mariah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Posts: 5,604
Topics: 88
Kudos: 303
Solutions: 262
Registered: ‎11-30-2015

Re: 13.8 Cu Freezer will not connect; app says "connect to internet" when I switch to the

Hi Bombcar,

 

Thank you so much for your patience! I really do appreciate it. Let’s try to connect your unit once more with the steps I’ll be providing below. Please me know if they don’t work for you either.

 

1.Place freezer in pairing mode by pressing Unlock for 2 sec to unlock panel, then pressing Unlock and “-“ at the same time for 2 sec, then pressing “+” once.  AP should display on the panel. It should look like below.  The AP display will go away after 30 sec but freezer will stay in pairing mode for 10+ minutes.

 

2.With iPhone connected to Home Network, launch the Insignia Connect app and tap the + on top right to add device and select Smart Freezer/Refrigerator.  Follow direction in the app. 

 

3.Tap continue and follow on screen instructions below to go to the phone’s settings and then select WiFi. Since the customer is using iOS 11, the instructions in bottom of this screen apply.

 

4.In the phone’s Settings, select the WiFi network name INSIGNIA-xxxxxxxxxxxx.

 

5.The App should do it’s own thing now after it shows you a screen that states: “Redirecting to Wi-Fi setup in app. Please wait...”. Please wait till the second screen shows, then tap the Done button.

     

6.Moving forward you’d just need follow the on screen instructions in the App to select the network, type in the password and name the device.

 

Can you please double check the serial number you shared with me? It’s not showing as correct on our end. The serial number should be on a label in the top left front corner of the freezer as well as on the back. Please send me a private message with your corrected serial number, and your phone number. You can send me a private message by choosing the blue envelope in the top right-hand corner, and then selecting Compose New Message. Please enter Mariah-INSG in the Send To field.

 

Respectfully,

 

Mariah

Insignia Support

Mariah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!