Hi, ive uodated my remote to the lates firmware and ros card updated but i keep getting network dropouts. So the remote disconnects from my wifi and i have to go into settings and it says nexxt to my network disabled. I Then press on it and it says enabled again and connects. Does it 5 - 10 times a day ?
Hi Skeltonmfc,
Regarding the network disconnection issue you reported, I’ve already passed it along to our testing and engineering teams. Based on your description that “the remote disconnects from WiFi and then loses connection to HA,” our initial assessment points to a network-related problem.
To help us diagnose further, could you please try the following：
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Let us know how far your remote is currently located from your WiFi router.
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Move the remote to about 10 meters away from the router and check if the signal remains stable. According to our engineers, the remote should perform well even at this distance.
We look forward to your feedback. Thank you for your cooperation.
Hi, my remote is about 5 meters from Ruckus’s Ap. But it’s not just disconnecting from my WiFi it’s disabling the save SSID then I have to go into settings and enable it again then it reconnects ?
We have a general understanding of the issue you reported. Regarding the WiFi disconnection and failure to reconnect automatically, we would need the following additional information to help us locate and analyze the problem more efficiently:
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When did you receive the remote control?
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Has the WiFi required manual connection ever since you started using it? Or did this issue appear after a specific firmware update? (If there was a version where WiFi worked normally, please let us know which version.)
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Has the remote control ever been dropped?
We look forward to your reply. Thank you for your cooperation!
Hi
Ordered 28th August last year
It has always done it but seems a lot worse after the latest update (used to happen few times a week now it’s multiple times a day)
Not to knowledge we are a kid free home
Hi there,
Thank you for your feedback. Based on the information you provided, we understand that this is not a question about how to use the product, nor is it a discussion regarding new technology. As such, we believe this matter would be best handled through our after-sales support channel.
We sincerely apologize for any inconvenience this may have caused, and we truly value the opportunity to help resolve the issue for you.
To assist you more efficiently, we kindly ask that you send the following information to our support email at support@sanytron.com. Our dedicated after-sales team will prioritize your case and respond as soon as possible:
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Order Number – for purchase verification
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Issue Description – so we can properly document and diagnose the problem
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Your Full Name
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Contact Phone Number
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Detailed Shipping Address
Once we receive your email, we will get back to you promptly. We truly appreciate your understanding and patience.
Wishing you all the best!
Best regards,
Leewei
Sanytron Team
Ok I have messaged tech support
I have also begun experiencing this issue. I will contact support.
Was this issue fixed in the H100B revision?
Yes, for both the HA100A and HA100B, we have optimized the WiFi auto-connect feature in version 1.4.1.
1.4.1 has not improved the behavior at all. The remote is still constantly disconnecting from wifi & taking and very long time to reestablish the connection.
I am having the same issue. Seems to have started after 1.41. Random disconnects then several minutes to reconnect and resync.
Thanks for your feedback.
In version 1.4.1, we fixed WiFi disconnection issues by adding auto-reconnect when the connection drops. However, based on your report, it seems the disconnection has gotten worse on your side.
To help us figure out what’s going on, we’ve prepared a gray release (test version) for diagnostics. We’d really appreciate it if you could help us test it.
Here’s how to get the gray release:
Go to Settings → Software Version, press and hold for 5 seconds.
Swipe down to enter the gray version upgrade page.
Enter the passcode: 6102, and upgrade.
After the upgrade:
Go to Settings → About.
Press and hold “Upload Log” to enter the WiFi test interface.
Take a screenshot of that interface and post it here. (If WiFi is unstable, you can also tap “Manual Upload”.)
Thanks a lot for your help! Here’s a video showing the steps for your reference:
Hello Rafael_Smith,
We have carefully reviewed your WiFi diagnostic data. To accurately identify the issue, our engineering team has determined that we need to gather even more detailed information.
Would you be willing to try another beta firmware upgrade? The process remains exactly the same, and the password is still 6102.
Once the upgrade is successful, please long-press the “Log Upload” area again and take a screenshot of the new WiFi diagnostic information to share with us here.
We sincerely apologize for asking you to participate in another round of testing. We are truly, truly, truly grateful for your help. We need this deeper look into your WiFi conditions to make the correct next step in resolving this for you.
Additionally, our engineers asked us to kindly clarify two things to help with the analysis:
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Does your home have multiple WiFi networks with the exact same name (SSID)?
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When your Astrion disconnects, do all other phones/devices at home remain connected to the WiFi normally at the same time?
Thank you so much for your patience and cooperation!
I just received mine and it is unusable due to all of the disconnections. It has a strong signal to my UniFi 2.4 ghz IoT network and no other devices on my robust network has issues.
We are truly sorry for the frustration and inconvenience caused by the WiFi disconnections,. We completely understand how unusable the remote feels when it keeps dropping its connection.
To clarify, in version 1.4.1, we added an auto-reconnect mechanism to fix WiFi drops. However, based on your feedback, it seems the issue has actually gotten worse on your end. We sincerely apologize for that.
To help us figure out exactly what’s going wrong, our engineering team has prepared a gray release (test version) specifically for diagnostics. We would greatly appreciate it if you could help us test it.
Here is how to get the gray release:
Go to Settings → Software Version, press and hold for 5 seconds.
Swipe down to enter the gray version upgrade page.
Enter the passcode: 6102, and upgrade.
After the upgrade:
Go to Settings → About.
Press and hold “Upload Log” to enter the WiFi test interface.
Take a screenshot of that interface and post it here. (If the WiFi is unstable, you can also tap “Manual Upload”.)
We have also attached a video showing the exact steps for your reference:
We sincerely hope you can assist us in solving this WiFi issue. We truly value your feedback and thank you so much for your time and patience!
The issue appears to be when the device screen turns off. It was on the charger all night (with the screen off) and it stayed disconnected for almost 12 hours. I turned off the screen timeout and the screen lock and it stays connected. Obviously I don’t want to have to leave the screen on forever because the battery drain.
Hello everyone,
Last week, we released a gray (beta software) upgrade specifically designed to address WiFi disconnection issues. After analyzing the data, we found that one user’s network environment is extremely effective at reproducing the WiFi disconnection problem, which is highly valuable for us in pinpointing the issue.
Since our backend cannot directly identify which user participated in this test, we would like to sincerely ask:
If you were one of the users who participated in the gray version upgrade last week, we kindly request that you perform the upgrade again.
The upgrade process and password remain exactly the same—the password is still 6102.
We are now very close to identifying the cause of the WiFi disconnection issue. Your continued cooperation is crucial to us.
Thank you so much for your understanding and support!
Is there an update on this? I am currently having to keep the screen on to prevent it from disconnecting from WiFi. This is draining the battery and is decreasing the lifespan.
Dear Customer,
Thank you for your patience.
I have consulted with our engineers. Currently, we know of only one customer who has performed the staged (gray) firmware upgrade, and they did it today. Therefore, we still need to wait for our engineers to analyze the logs in order to pinpoint the root cause. However, please rest assured that once we identify the issue, we will do everything we can to resolve it.
If your remote is also frequently reproducing this issue, we would like to kindly ask if you could perform the staged (gray) firmware upgrade and then disable the “keep screen on” option. This would allow us to capture the abnormal behavior without disrupting your normal usage.
Thank you for your understanding and cooperation.