03-25-2019 04:50 PM
A few months ago I installed an Insignia Connect smart plug and linked it to my Google Home and everything worked fine. Last weeks we had a storm and got a few short power outages. After that, I could not command the smart plug with my Google Home, but was still able to control it with the Insignia Connect app. I wanted to reset and re-install everything, but I had to reset my Best Buy password. Then I signed out of the app in order to sign in with the new password, but the app would not acceot the new password, which works with my Best Buy account. I uninstalled the app and re-install it, but still could not login into the app with the new passord. Look likes the app still want to get the old password which unfortunately I do not have anymore. What can I do?
Thanks for your replies
03-25-2019 06:24 PM
Thank you for reaching out to Best Buy forums. I can understand how important it is to have all of your smart home equipment working properly and would be happy to try and troubleshoot this for you. May I ask, what model smart plug do you have?
03-26-2019 06:14 PM
Thank you for the reply!
I am going to add some troubleshooting steps for you below. You may want to especially pay attention to the one about completely logging out of your Best Buy account on all devices and then uninstall and re-install the CONNECT application. Let us know if any of these steps help with the issue you are having!
1-Log out of the Best Buy account on the customer's phone and log back in. If the customer has their account associated on other phones, make sure all accounts on all phones are logged out.
2- Uninstall and Re-install the Insignia CONNECT application.
3- Make sure that the router is configured at a 2.4 GHz band or has the capability of dual bandwidth.
4- Ensure that you’re very close to the switch as possible.
5- Ensure there is a strong Wi-Fi signal where the switch is being setup.
6- Make sure your router security setting is set on WPA-PSK or WPA2-PSK; changing the password sometimes works to get the switch installed.
7- As a last resort resetting your router may help.
03-29-2019 04:57 PM
03-31-2019 10:18 AM
Thank you for your message.
For further assistance with troubleshooting in real time, I recommend contacting Insignia Support directly at (877) 467-4289.
I hope this helps. Thank you for writing to us.