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Posts: 1
Registered: ‎07-11-2018

Issues with app

New to the community here, just had 21cu ft freezer/fridge delivered yesterday. I was really excited to be able to have wifi control and notifications via the app, but quickly discovered the app is almost useless at this time.

The goal of this post is not to bash or rag on the product, but to bring to these issues up in a constructive way. I want the app to work as intended 😀.

Upon downloading the app and navigating through the WiFi connection process, I must have tried clicking on the device (which is a freezer/appliance, but listed with the header “switch and plug”) a dozen times. Each time the app crashed. I tried deleting the app, reinstalling, and connecting the device to WiFi again... no luck. I tried shutting down phone and turning it back on, no luck. Finally, I decided to try it on a different phone and went through all the steps... success! I was able to click on the device without it crashing AND after clicking into the device on phone2, for some reason I was now able to click into the device on phone1!

Now that I am able to click into the device, let’s talk about accuracy. The freezer is set (via control panel on the front) to -5degrees F. When I look at the device list, it shows the temp in small font by the device name (-8), but when clicking into the device it lists the temp as 16 degrees “and rising”. It also states the device is in fridge mode and only allows a sliding range of 36-40 something degrees (this is while all while standing in front looking at the control panel where it clearly shows it is in freezer mode.

I have some other concerns, but these are the major ones. If it is not sending correct data to the app, then I’m not going to get notifications if the temp rises. Which was the reason I chose this freezer over others. Pretty disappointed. Is anyone else experiencing similar issues? Is there something I can do to troubleshoot/fix these issues? Or is The app maker aware or in process of fixing these things?
Posts: 7,326
Topics: 161
Kudos: 196
Solutions: 326
Registered: ‎11-30-2015

Re: Issues with app

Greetings Mireson,


Welcome to our Community@Insignia! Thank you so much for taking the time out of your day to post to us. Being able to know how cool exactly is your freezer is certainly an advantage. I’d be happy to see how we might be able to help you with your questions.


Upon pairing your new freezer with the CONNECT App did you double check that you’re only logged into your Best Buy account only on that device? Sometimes being logged on multiple devices can spark some issues. It’s disappointing to learn that you experienced such a difficult time pairing your device. Please know this isn’t the experience we’d want for our customers.  


Have you attempted to delete your freezer as a device, and re-add it? This may fix the incorrect information that’s being noted within the Connect application. Please let me know if it doesn’t, and I’d be to see what other additional troubleshooting suggestions may be applicable at this time.





Insignia™ Support

Mariah|Social Media Specialist | Best Buy® Corporate
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