0

Error code when trying to sign into app

I have just bought a 1st gen coffee machine and when trying to sign into the app I am getting an error code which says "Error code null null"

 

Can anyone help me please

95 comments

  • 0
    Avatar
    Dirk Lange

    For me its working fine now with iOS thank you verry much ....

  • 0
    Avatar
    Chris Jose

    Okay not even joking.  Worked fine earlier.  I have just tried ti launch the app again on my iphone x and the app immediately backs out and crashes. So, erm yeah, it doesnt work anymore

  • 0
    Avatar
    Manu Meadow

    Okay, Login working on iOS. Now it says:

    Please unplug and re-plug to restart update process. Did it, no progress. Always same message. Also had it reset. F*** it! What to do now?

  • 0
    Avatar
    Manu Meadow

    Being connected to smarter coffee device wifi I tried (as I understand it) "peer to peer" mode without router's wifi, suddenly machine showed up in the app.

    After that I was also able to re-setup and put in my wifi key.

    So it's working now. Don't know what it was, after trying every button it worked although I did not unplug the device again. I hope it stays like that. Good luck!

  • 0
    Avatar
    Roy Stevens

    Well that lasted long. It’s not working again.

  • 0
    Avatar
    Manu Meadow

    Same here. Since this morning app crashes instantly when opening. 🤦🏻‍♂️ (iPhone SE).
    At least brewer Jas wifi now and i can use it with Fhem.

  • 0
    Avatar
    Mimi

    Hi all,

     

    Can you confirm if the app is still crashing? if so can you confirm at what point it is crashing?

    I will then get the team looking at this.

    Thanks

    Smarter Support

  • 0
    Avatar
    Roy Stevens

    Still crashing. Won’t even load the app, crashes instantly. Tbh honest I’m fed up with this now. Anyone wanna buy the worlds worst smart kettle. Rubbish app and rubbish product.

  • 0
    Avatar
    Chris Jose

    Mine is now stuck.  It crashed when I tried to open the app.  I force closed the app still crashed.  powered the device down tried to open the app. Crashed again.  Finally had to re-install.  app now opens but when i select the wifi kettle in the network settings it then just gets stuck on "searching for network" and cannot see any of my networks.  so yep, cannot connect my kettle to the network.  

  • 0
    Avatar
    Mimi

    Hi all,

    Can anyone who is still having issues on IOS please email support@smarter.am so we can look into this for you individually.

    We are working as hard as we can to fix this for you and we appreciate your patience.

    Thanks

    Smarter Support

  • 1
    Avatar
    Aljaž Kozina

    What's the progress on the Android side, by the way?

  • 0
    Avatar
    Pascal Grandet

    Hi there, same question about the android app.

    I'm fed up of getting up so as to brew the coffee each morning. That's I already did with a five bucks' coffe maker.

    Thanks a lot finding soon  a solution.

  • 1
    Avatar
    Kees

    Any news about the Android update?

  • 0
    Avatar
    Philipp

    Could you update us on what the actual problem is on the Android app? I think this would go a long way in us understanding what we are waiting on.

  • 0
    Avatar
    Dan Stevens

    This is getting beyond a joke now. Nearly 3 months!

    They said this was submitted to google over 3 week ago and then pulled, they obviously haven't got the skills in-house to correct this issue and personally I think they are just hoping we will all go away. If they wanted to fix this issue they could outsource and get sorted quickly but they just don't seem to care as it is for a product which they no longer sell. (Good luck with your V3 kettle's in the future!)

    This must be damaging their reputation as a provider of this type of solution for smart homes as well as I have seen on other forums many people complaining about the lack of urgency in any support (if any) they provide.

  • 0
    Avatar
    Alan Epton

    Is it just me or does it now seem like they are hoping that if they ignore us we will go away?

  • 0
    Avatar
    Mimi

    Hi Alan,

    Sorry for the delay in coming back to you.

    We have some issues with the Andriod app, the release was made but when tested we found a number of bugs that impacted the features of the app.

    We are working on this but at present, I do not have a timeline for when this will be fixed.

    We apologise for the time this has taken and we appreciate your continued patience.

    Thanks

    Smarter Support

  • 0
    Avatar
    Alan Epton

    @Aaron This is getting beyond a joke. We are told the app is being worked on, we get given release dates, we get told the app has been submitted to the Play Store, only for it to be pulled again.

    This has been going on for months. At this stage your reputation as a company has been damaged enough already. A large portion of your user base simply cannot use one of your flagship products for the main features it was advertised for, whilst new customers who purchase new machines are being prioritised. This is not how you grow your customer base. This is how you upset your customers and alienate them. Word of mouth counts for a lot and if you don't do something soon then you can guarantee that you will lose customers and generate more negative press.

    I believe I speak for everyone in this thread when I say that we would rather have a semi-functioning app than no app at all. Quite frankly I would be grateful for a slightly buggy version of the app if it meant I could just use my coffee machine.

    Please pass this post to someone more senior as it seems that frontline support don't seem to be getting anywhere with this.

  • 0
    Avatar
    Dan Stevens

    This is getting really boring now!

    3 months on we are still no further ahead with what seems to be no end in sight as support now can't even tell how long this will take to fix as they obviously haven't got a glue to what the issue is. If they knew that then a time frame could have been be given.

  • 0
    Avatar
    Philipp

    I am almost afraid to ask....

     

    But is there an update?

  • 0
    Avatar
    Dan Stevens

    lol, sorry just picking myself up from your joke you just put on here, Philipp.......Sorry were you being serious?? :-)

  • 0
    Avatar
    Aljaž Kozina

    On January 02, 2019, they said they were aware of the issue. It's now the end of February, so they're obviously just lying because they don't plan to fix the problem, either because they 'cost-saved' on the app devs for the app or because they broke something on the back-end and just don't care enough about fixing it.

  • 0
    Avatar
    Mimi

    Hi all,

    We are still working on this problem for Android but it is taking longer than expected.

    It is not a case of not wanting to fix the issue but a case of when we find the issue.

    We have run into unexpected issues but we hope to have these resolved asap.

    Thank you for your continued patience.

    Thanks

    Smarter Support

  • 0
    Avatar
    Dan Stevens

    Sorry you haven't even found what the issue is yet??

    I can tell you what the issue is if you don't know. "you can't log in!"

    I am sure everyone on here has mentioned it just a couple of times...?!

     

  • 0
    Avatar
    Aljaž Kozina

    Has there been any progress?

  • 0
    Avatar
    Mimi

    Hi all,

    Today we released an update on Andriod that has fixed the issue was stopping users from setting up or logging into the 2.0 app.

    This update is available to download and will resolve the issue you have been having.

    We apologise for the length of time this has taken to resolve but we did not realise the complexity of the issue until we started to resolve parts of the bug which led to other issues coming to light.

    We thank you all for your patience during this extremely frustrating time whilst we tried to resolve the issue.

    If you have been affected by the issue please email support@smarter.am with your proof of purchase and when you reported your issue and we will happily extend your warranty for the amount of time you have been waiting.

    If you have any questions please let me know.

    Thanks

    Aaron

    Head of Customer Engagement

     

  • 0
    Avatar
    Pascal Grandet

    Hi @Aaron,

    I just tried the new app but I'm sorry to say that : I have the same issue. 

  • 0
    Avatar
    Mimi

    Hi Pascal,

    Can you confirm that the app was updated?

    If so please confirm what version of the app you are running.

    Thanks

    Aaron

  • 0
    Avatar
    Pascal Grandet

    Hi @Aaron,

    Absolutely, updated as soon as possible after your last message. Version 3.2.5, updated yesterday on the march, 13th Android release.

    What is new from the last release in the error message is the french translation

    Thanks working on it.

    Pascal

  • 0
    Avatar
    Mimi

    Hi Pascal,

    Please can you email into support@smarter.am and we will look into your account.

    Thanks

    Aaron

Please sign in to leave a comment.