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[nelson]

I'm attempting the original installation of my WM100 and repeated attempts have failed.
The most obvious issue is <unknown ssid> is showing in the box under "This device is connected to:".
I've confirmed the following:
--Password is correct
--Phone is using my home network
--My router is using 2.4Ghz bandwidth
--I've uninstalled/reinstalled the app numerous times and made many attempts
--My WiFi signal is very strong
--I even shut off my firewall for one attempt and that didn't help

Should my home network name appear where <unknown ssid> is?
I'd appreciate any ideas to help me connect.

[Tuicemen]

yes your home network should appear where "unknown ssid" is.
Is your network name hidden? this causes issues with many IOT device setups.

[nelson]

yes your home network should appear where "unknown ssid" is.
Is your network name hidden? this causes issues with many IOT device setups.

It's not hidden and I just confirmed that again before I answered. Thanks for your response!

[brobin]

Is your router ONLY 2.4G or does it also have 5G?  If both be sure to connect to the 2.4G SSID with your phone. Also, does your SSID have any symbols (non alpha numerics)? Or is the SSID particularly long?  Have you tried a "factory reset" on the hardware (see pg 18 of the manual)?  I don't have a WM100 so don't know if these'll help but they're things to look at.

[nelson]

Is your router ONLY 2.4G or does it also have 5G?  If both be sure to connect to the 2.4G SSID with your phone. Also, does your SSID have any symbols (non alpha numerics)? Or is the SSID particularly long?  Have you tried a "factory reset" on the hardware (see pg 18 of the manual)?  I don't have a WM100 so don't know if these'll help but they're things to look at.

They are indeed all good to look at....thanks.
--Router is only 2.4
--My SSID did have a dash (-) but I removed that and shortened the name to 6 characters (the minimum)
--I did another factory reset on the hardware and reset the app

None of this helped. Should I start to wonder if I have a defective WM100 or does the stage I'm at only involve the app and not the WM100?
Any and all suggestions are appreciated.

[Tuicemen]

The WM100 pulls the SSID from your phone if your phone is displaying "unknown ssid" or hidding that info that would be why the WM100 displays that.
If every thing appears right and you can't setup with another Phone or tablet contact support. It is possible your WM100 is defective.
If you have to contact support let us know their solution and if it works.

[nelson]

The WM100 pulls the SSID from your phone if your phone is displaying "unknown ssid" or hidding that info that would be why the WM100 displays that.
If every thing appears right and you can't setup with another Phone or tablet contact support. It is possible your WM100 is defective.
If you have to contact support let us know their solution and if it works.

*****BINGO*****
Based on your comment I tried with another phone and it worked immediately. Then I went back to the original phone and was able to "Connect to an existing HUB".

Out of curiosity I reset the app on the original (problem) phone and the same <unknown ssid> appeared. I then reset the app again and was able to again successfully "Connect to an existing HUB".

This is all very weird but in the end it's working. Thanks to Tuicemen and brobin for their help ("Helpful posts" given).

[Tuicemen]

Glad to see your now connected.
The apps seem to have issues with particular phones/tablets (mostly Apple)
Can you post the make model of your problem phone  and the OS version it is running?
I'll make sure this info is passed on to the developer.

[nelson]

Glad to see your now connected.
The apps seem to have issues with particular phones/tablets (mostly Apple)
Can you post the make model of your problem phone  and the OS version it is running?
I'll make sure this info is passed on to the developer.

The problem phone is a Pixel 2 XL running Android Version 9 (with the latest October security patch).
The phone that worked is a Samsung Note 3 running Android Version 5.0.

Glad you are passing that on.