New Rachio 3 stuck on third quadrant

time2ski · June 1, 2020, 1:30am

New Rachio 3

I am now at the stage where the third region is flashing and every twelfth flash is red. The controller is off line. I have run the steps to turn off airplane mode on my phone (using an old iPhone6 Plus running 12.x) I have power cycled the router, the Rachio, and my phone. I have done the steps to push the wireless button on the Rachio device, second quadrant flashes yellow and the device connects to my home network, I get to a message that says “We’re still having trouble connecting to your controller. Let’s get more info with a diagnostic scan.”

Your diagnostic scan has been forwarded to our support team.

We will contact you by email with the next steps.

Any ideas?

franz · June 1, 2020, 1:35am

If you run this and provide the code I can have the engineering team review the network.

time2ski · June 1, 2020, 2:16am

Hi,

As a test, I disabled the firewall and that did not help

CenturyLink is the ISP router is a C2100T

I have tried both the 2.4 Ghz and 5 GHz connections and just ran the Network compatible test from RouteThis

Thank you,

time2ski · June 1, 2020, 2:17am

The key is FR593JR5

franz · June 1, 2020, 3:16am

Here is what was reported.

Can you try:

Update your router firmware if possible
Remove the controller from your account (App → Controller → Remove Device)
Factory reset the controller (https://support.rachio.com/hc/en-us/articles/115010541188-How-do-I-factory-reset-my-controller-Rachio-3-Generation-2-and-Generation-1)
Create a dedicated 2.4g network for the controller, make sure it is not connecting to a range extender

If those steps don’t work you will have to reach out to support.rachio.com to help with further WiFi troubleshooting.

time2ski · June 1, 2020, 4:16pm

Hello,

I submitted a ticket We received your request (785804).

When I try and look at the ticket I enter my e-mail and password that works in the app - this fails - I select to reset the password -

Please set me up with a new password

To reset your password for https://support.rachio.com, enter your email address and we’ll send you an email with instructions.

Never get an e-mail

franz · June 1, 2020, 4:45pm

Are you using the email address used for creating your community account? If you are I don’t see those emails coming through our email system. If it is different PM me the email and I can have the team look it up.