@Bowmz11 Do you still need help troubleshooting? Upgrading to the latest firmware in the mobile app should resolve this issue.
@alexbbt It looks like your base station and valves have been updated to the latest firmware. Has that resolved your issue?
I have had not experienced the issue since getting new firmware… When i had the issue, I found 2 ways to resolve, 1 was unplugging the base station, I usually let it sit for 10min before plugging it back in. I also had success by manually pushing the button on the valve itself, after it started status showed it as watering and when it was done the status was normal.
Thank you for the update @cgphil . We are encouraging customers to update to the new smart hose timer firmware for the base station and valve, as this resolves some identified issues as well as allow to connect up to eight valves.
i have had absolutely dreadful experiences with telephone customer support today, the last of which occurred just now and involved someone who answered after I waited on hold for 25 minutes yelling at me that she was done working for the day and then hanging up on me. My problems started with (in line with this message thread) not being able to make a manual change on a valve like a skip run because I kept on getting messages saying that i needed to wait one minute–updating. I had one of four valves blinking blue and red and showing disconnected in the app. At this point, all valves are showing disconnected and the hub software does not seem to be able to be updated, notwithstanding repeated rebooting of hub. First time I was on phone with customer care today, about 15 minutes into call the line suddenly went silent, although the call did not disconnect. I have three times over the course of this afternoon and evening been promised calls back to the number I have provided that then do not come. I don’t think there is adequate appreciation of the fact that if you tell someone you are going to call them, and that they should be sure to be at home so that they can participate in troubleshooting of the devices, that it is then very disrespectful of the customer’s time for them to make their plans around that call only for it not to happen. I am leaving home for five days starting Wednesday morning and I am concerned that I will be doing so without an operating water system. i think the telephone support staff needs to be increased. I don’t know what i am supposed to do now–should I return my Rachio purchases to Costco and try and scramble to put new watering arrangements in place between now and Wednesday morning? This has, all in all, been an extremely frustrating and disappointing experience that has taken up several hours of my day and inconveniened me greatly by requiring that I rearrange my schedule for phone calls that never arrive.
Sorry you had to go through this. I’ll give this important feedback to the support team.
It does look like your base station is updated.
I will have the team update the three valves that are not updated yet.
If one or more does not update we will followup through a private message.
We appreciate your patience.
@ratnejo I’ve PMed you for next steps.
Yup
Todd Bowman
Vice President Sales
Redhead Artificial Lift Ltd
Suite 620 510 5th St SW. Calgary, AB
Direct/Cell: (403) 880-7874 | Office: (587) 605-1061 Calgary AB
Email: todd.bowman@redheadlift.com | Web: redheadlift.com
5702 A 63 Ave, Lloydminster, AB T9V 3T7;
Calgary AB; Grande Prairie AB Red Deer AB; Medicine Hat AB; Macklin Sask; Virden MB;
The New Standard In Pumping Units For The Canadian Market
Can you private message me the email address used for your account and I will have our engineering team review. Thanks!
I am going to reach you by phone at what appears to be the switchboard number for the company tomorrow.
@ratnejo It looks like everything is updated correctly.
Thank you for your patience, let us know if you have additional questions.
This was a complete disaster as far as I’m concerned. I’d find it useful to understand exactly what transpired here. During the evening, East Coast time, Carlos worked with me to forget and reconnect three of my four valves–something that took well over an hour on the phone together. The fourth valve is apparently defective and is being replaced. I’ve explained (started indicating this midday yesterday) that we are about to head out of town, so–unless the replacement valve arrives by tomorrow morning, we won’t have watering in place for that portion of our garden/beds for six days. Carlos said the company will “do our best” to get the valve to me on time. All told, I spent about six hours yesterday–waiting to speak with customer support, on phone with them, etc.
Do you know what caused these problems to suddenly occur with my system and what is the likelihood that these kinds of issues will recur? I need to decide whether or not I need to look for another solution. Thanks.
Our CS team will be reaching out to make sure everything is running correctly. Thank you again for your patience.
I found my way here while trying to understand the infinite sync in progress message. Yeah, I hate to say “disaster”, but this is pretty bad. I use the Rachio to keep watering (drip irrigation of vegetable garden) when away from home. I’m away from home for two weeks, so any instructions involving “plug and unplug” are not possible to execute. I cant seem to manually run. Can I hope that the system will be keeping the schedule anyway?
I’m pleased to see active response from the founders on the forum. Please keep remote users in mind, and offer settings that freeze the firmware unless asked.
Thank you for reaching out.
I will have the customer success team reach out tomorrow and help troubleshoot.
Yes! That solved the issue. It is a bummer that this happened twice in a few weeks. I was leaving for a trip and had to stay up for about an hour and a half resetting them all in the middle of the night. Hopefully this doesnt happen again!
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Hi Franz: I sent the below email on Friday, and again earlier today. No one has reached out to me. As I indicate, after spending six plus hours on the phone with various Rachio support people, etc. in order to get my system operational again, the exact same problems appear to have recurred. The system is so unreliable that it is hard for me to feel at all comfortable leaving town for any length of time and counting on it to do its job.
@ratnejo Can you private message me the problem? The hub and valves look like they are setup correctly.
I will be sure to followup with our CS team once I understand what the issue is.