Got this lock from Amazon 3 days ago. I’ve been trying to pair the bridge ever since and just can’t do it. The bridge is found as it appears in the list but 90% of the time, it sits at “Connecting” and I can’t click it. For the remaining 10%, “Connecting” becomes a MAC address and can now click but after a while, it ends up with “Failed to connect to the bridge” with no further explanation.
I created a ticket but people say it can take days to get a response. I do not wish to see my return deadline go by.
I tried a ton of solutions from technical support suggestions. If anyone is having the same problem, the problem was not the bridge and not router settings. All I had to do is to remove the batteries from the lock and wait 5 minutes before inserting them back. Bridge connected on the first attempt.
Trying to pair the bridge, it shows the message “Failed to get Bridge information”.
I found the bridge (yellow solid light), put the wi-fi password (2.4GHz), signals of wi-fi and bluetooth good, but in the end that message appears.
I finally got the to work. I had to get all new bridges with the physical button and it worked fine. The uhome app vs the utec app is a big disappointment.
Hey, how do I open up a ticket or is that something you can do? Because I’m having an issue with my bridge connection. I mean it’s connected to the device itself but I got a new Wi-Fi router and I’m making sure that I’m not connecting it to the 5G network. It is a Wi-Fi 6 router though where my old one was a Wi-Fi 5 and every time I try to update my Wi-Fi in the uHome app keep showing that both connections are good and then I hit the next button and then just keeps popping up with operation failed. Not sure if I need a new bridge connection or not but when I purchase this to set it up I was using the U-Tec app then it changed to the Uhome app.
If I remember correctly when I used my old router I was able to add a new user just fine with the new one just because the router settings were set up on U-Tec before.
I’ve had several updates on the app since then I don’t know if it’s an issue with an update causing problems with the router or the bridge or what.
Also too I don’t know if it’s just mine or it’s in general all the units for my model that I have but when using the fingerprint reader it’s really hard sometimes to get it to work especially in the cold. Sometimes I have to wipe off the reader if there’s smudges on it or have to press really hard.
Also to sometimes the panel when you touch it where it lights up sometimes it will just like turn off and then you have to sit there for a little bit and it’s just a blank panel there’s no lights that light up after that for a little bit and you have to wait a bit.
I’ve had this lock for 3 years now (according to my first post) and it still works like a charm. It just so happens that I changed the batteries yesterday so I just took the old batteries out, put the new ones in and it connected in seconds.
Did you try that I said above? I just had to take a battery out for a couple of minutes and put it back. Note that I still have the same router I had 3 years ago, I might encounter an issue if I need to change the router too, who knows.
As for the fingerprint reader, it usually works on the first attempt. If it doesn’t, second attempts works. I rarely need to try 3 times, like maybe once a year. I don’t push hard, I just make a soft contact with the reader. Perhaps try to teach your fingerprint again?
