Smart Home Monitoring - error connecting to server

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I Plan to Stick Around
Posts: 12

Smart Home Monitoring - error connecting to server

I have been having an issue the last several hours of trying to connect to smart home monitoring through the app saying "error connecting to server". I checked my internet and its been working fine. Checked on all devices and same issue.

 

 

 

 

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Solved! Go to Solution.
I've Been Here Awhile
Posts: 2

Re: Smart Home Monitoring - error connecting to server

I have same error as well, glad it's just not me.

This really reduces my confidence in the Rogers security system since it seems like system wide issues.
I'm a Trusted Advisor
Posts: 31,998

Re: Smart Home Monitoring - error connecting to server

Hello @sg232 @teknowiz

This could be the answer why. I got this text a couple day ago..

" Rogers service message: As part of our ongoing improvements to your Rogers Smart Home Monitoring service, we will be updating the software on your Touchpad with new features, security updates and bug fixes. Specifically, new enhancements to our popular free 24x7 Video recording feature that allows you to continuously record one HD camera 24 hours/day for 7 days. This update will automatically occur in the next two weeks at an idle time when your system is DIS-Armed. The upgrade takes approximately 5-10 minutes, and your system will be unavailable for use during this time. We apologize for any inconvenience this may cause, and thank you for being a Smart Home Monitoring customer. "
I've Been Here Awhile
Posts: 2

Re: Smart Home Monitoring - error connecting to server

Thanks for the info. I never got this text and issue started while system was armed so not sure is it was due to the update. Touchpad was responsive, just not able to use smartphone app to login.

Issue seems fixed now.
I Plan to Stick Around
Posts: 12

Re: Smart Home Monitoring - error connecting to server

Thanks for the update. Issue got fixed last night. 

I've Been Around
Posts: 1

Re: Smart Home Monitoring - error connecting to server

This does not explain why I can log in on my iPad but I only get the error on my iphone. 

Moderator
Moderator
Posts: 654

Re: Smart Home Monitoring - error connecting to server

Hello @dcq5,

 

Thank you for your post and welcome to the Rogers Community Forums!

 

It's quite strange that the Smart Home Monitoring App works fine on your iPad but not on your iPhone. Was there an update done to either the App or the iOS on your iPhone recently? Can you confirm the version of the App on your iPad versus on the iPhone?

 

We may need to escalate a Ticket to our Network Engineers to see what could be causing this. Keep us posted on the answers to the questions above and we can do our best to troubleshoot this for you.

 

We look forward to your response!

 

RogersTony 

I've Been Around
Posts: 1

Re: Smart Home Monitoring - error connecting to server

First - why do I have to communicte with Rogers via a message board?  Why is there no customer service option for just sending an e-mail for a one-to-one conversation.

 

Second - The system is not consistently following the rules I have set up - the night temperature is is not being followed and the house is way to warm.

 

Third - As of a few days ago I cannot log into the web home monitoring application because there is a new log-in page.  Why is a separate login required from within my Rogers account?  And, there is no option for a password reset.

 

I am not impressed.

 

I'm a Trusted Advisor
Posts: 31,998

Re: Smart Home Monitoring - error connecting to server

Hello @svetter

1). Rogers removed the emailing option 2-3yrs ago. This was due to the efforts to have customers call on, use social media and Live chat. You can also private message the MOD staff here for help. Not many companies are using emailing. Especially for technical support such as Smart home Security.

2). I have noticed this my self.. However it happens during any time. I contacted Rogers Smart Home technical support and they assisted me with the issue. You will need to log a ticket with their support for this.

3). Due to security reasons, they need to revalidate your account. This happens with most Security systems. If someone compromised your Rogers account, they would have access to your Smart Home Security as well. ADT does this as well and so does Bell.
I've Been Around
Posts: 1

Re: Smart Home Monitoring - error connecting to server

This company is garbage
They told me that I can cancel my account after I just spent $1000 in cameras and upgrades and been with there service for internet phone and cameras for my business..

I wish everyone would stop using them

They have a problem that they cant coc and tell you to go away...Haha what a joke