Maxpect Gyre cloud controller

[TomDM]

Hello all!

I am writing from Belgium as I am hoping to find a self thought expert on this matter.
Last month, I purchased a second hand cloud controller and 2 XF350 gyre pumps.
All was working with the previous owner, except he did not use the app functionality.
I must say that he also purchased the pumps and controller second hand. I don't know the first owner.

I would like to use the app functionality but I cannot for the sake of whatever, get the controller connected to the syna-G cloud app.
It is driving me completely insane.

I was hoping maybe had the same issue and can help me out.

All bellow was also discussed with the tech support line of Maxpect by mail and they just can't help me.
I sent them video's and at least 25 mails. They just sent me some basic video tutorials and state that it is all about my wifi.

- Reset all devices and install the app at least 50 times
- Connected to my 2.4 - 5ghz combined wifi
- Tried on my Ipad
- Tried 2 apple phones and 4 Android phones
- Had the provider disable 5ghz wifi signal
- Used a TP link wifi extender broadcasting only 2.4ghz
- Tried all phones again with that
- Created an access point on mobile data and connected with a second phone.
- 3 accounts on 3 mail adresses
- Tried removing AC for 10 minutes and restart
- Tried all combinations of connection orders

NOTHING WORKS!

The main problem is following:

- I connect my phone to wifi and connect the controller to the same wifi.
- The controller says successful connected -> it shows in my router connections wit IP and mac address.
- But the app always gives the same error "connection failed"
- The pump is not added to the app and the app stays on the device connection screen to start all over again.

Yesterday 1 time the connection was successful on the app. But when programming the pump te app crashed and the connection to the app was reset.
The pump was no longer on the home screen and it just gave me all devices to setup a connection again.

It is so frustrating. I asked them for a way to hard reset the controller but they just ignore my questions.
I am very used to setting up reef hardware connections and to troubleshoot computers and networks.
But it seems they have a 10 year old just sending the same mail and videos to me for them.

Can anybody please give me some advise on what I can do or how to hard reset this controller?
I am losing hope here. Manual operation works just fine and connecting to wifi as well. The controller just won't connect to the app.

Thanks!!

 

[BryanM]

This may or may not help, but it sounds a lot like the previous owner still owns the cloud portion, IE, they are registered to his/her email address, or even that previous owner that he bought them from.

If you can get traction with maxspect support in this area, they MIGHT help you.

 

[TomDM]

This may or may not help, but it sounds a lot like the previous owner still owns the cloud portion, IE, they are registered to his/her email address, or even that previous owner that he bought them from.

If you can get traction with maxspect support in this area, they MIGHT help you.

Hi Bryan, this was also my first idea.
I asked Maxpect this multiple times. Mainly because if I want to connect the pump trough the wifi screen instead of direct, it says it is connected and I should login to the account it is connected to.

But Maxpect answers seem to disagree that:

"Hi Tom
This issue has nothing to do with the previous account.
And of course, we do not know which account has this controller been bound with."

"Thank you for your message.
No worries — the cloud controller can be reconnected without any issue.
Once it is paired again with the new Wi‑Fi network, it will automatically clear the previous binding and remove the old Wi‑Fi settings."

So, therefore I am out of ideas.

Br,
Tom