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Posts: 5
Registered: ‎01-09-2019

Insignia connection problem

Just purchased Insignia™ - 21.01 Cu. Ft. Frost-Free Upright Wi-Fi Convertible Freezer/Refrigerator - White.

 

I am trying to connect my iphone (ios 12.1.2) to the freezer through Insignia App.

 

I was able link my Wifi with the freezer (indicated by the blue light on the LED panel).

 

The problem is, my app shows this screen. ( I cannot upload the image).

It shows, 

 

                         Add Device

Did your camera say "Wi-Fi connection succesful?"

                      ---------or----------

Is the blue LED ligh solid on your camera?

 

                               NO

                              YES

 

Doesn't matter whether I click Yes or No, the app does not want to move forward.

It's stock in this screen.

 

Any help would be appreciated.

 

 

 

Posts: 6,573
Topics: 111
Kudos: 420
Solutions: 299
Registered: ‎11-30-2015

Re: Insignia connection problem

 

Hello kjincho,

 

Welcome to our community! Thank you for sharing that you’re having an issue connecting your new Insignia freezer to our Insignia Connect application. We’d be happy to see what suggestions we can make for you.

 

Are you getting a certain error code? Can you unplug the unit for 30 seconds? Have you attempted to delete the application then reinstall it? Between which setup steps are you seeing the screen you described? We look forward to your reply to see what troubleshooting suggestions we can provide to you at this time.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎01-09-2019

Re: Insignia connection problem

Hi Maria, 

Thanks for the reply.

 

Here are answers to you questions.

 

Are you getting a certain error code?

NO

 

Can you unplug the unit for 30 seconds?

Yes. still the same issue.

I even factory-reset the unit, waited 5 min, follow the process again to connect Insignia App to the unit. Get stock at the same step.

 

Have you attempted to delete the application then reinstall it?

Yes. Still the same issue.

 

Between which setup steps are you seeing the screen you described?

The screen right before the screen I reported is,

 

                    You are now connected with Insignia

                                  Freezer/Refrigerator.

 

                    Press Continue to proceed with set up

 

 

 

                                       CONTINUE

 

When I click continue, then the screen I reported is shown.

 

 

Thanks.

 

 

 

Posts: 6,573
Topics: 111
Kudos: 420
Solutions: 299
Registered: ‎11-30-2015

Re: Insignia connection problem

 

Hello kjincho,

 

I believe we’ve encountered a similar issue in the past. Have you tried the troubleshooting steps listed here? I understand that you’re attempting to pair a freezer, but the errors noted in the guide sound similar to what you’re experiencing.  Also, we do have a few videos on our Youtube Channel for troubleshooting. Have you checked out our Youtube channel here?

 

On another note, we do have one more video for troubleshooting an Insignia Freezer that hasn’t been uploaded yet. I’m in the process of partnering with our support teams to get that up. I’d be happy to follow up once it’s up.

 

Kindly,

Mariah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 5
Registered: ‎01-09-2019

Re: Insignia connection problem

Thanks for the reply.

Yes. I have followed the insturction in the link you mentioned.

Still same problem.

 

I found the link below.

https://forums.bestbuy.com/t5/Insignia-Connect/Insignia-13-8-NS-UZ14XWH7-Refrigator-Freezer/m-p/1272...

 

The author of this thread is also having the same/similar problem as mine.

His/her issue still has not been solved  either.

 

Any thoughts?

 

Thanks for your help.

 

Posts: 6,573
Topics: 111
Kudos: 420
Solutions: 299
Registered: ‎11-30-2015

Re: Insignia connection problem

Hello kjincho,

 

You’re welcome to give our support teams a call at (877) 467-4289. They’d be best positioned to offer you some advanced troubleshooting specific to the issues you’re encountering. Additionally, please keep an eye on our Youtube channel as new troubleshooting and setup videos will be added moving forward.

 

Respectfully,

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