Solution for iOS Users: Can't See My Devices in the App

by Moderator Moderator ‎05-22-2018 04:22 PM - edited ‎05-22-2018 04:26 PM

Symptoms

When an iOS user loads the Insignia CONNECT app, these devices may appear lost from the list of devices in the home:

  • Insignia  Wi-Fi Smart Plug NS-SP1X7 
  • Insignia Wi-Fi Refrigerators and Freezers
  • Insignia 720p Wi-Fi Camera NS-CH1IPC8

Diagnosis

The app saves data about these devices in a cloud platform that needs user's authentication before these can be accessed. To enable the app to retrieve device information, the user needs to be signed into the Insignia CONNECT app using his BestBuy login and password.

 

Users who ONLY have HomeKit-compatible Insignia Devices (NS-SP1XM8, NS-CH1XIS8) in their home are NOT required to sign-in as they are already authenticated via their Apple iCloud account.

 

This issue DOES not affect Android users as they are always required to sign-in.

Solution

To make these devices visible, user should always be logged into the app:

  1. Tap on the top left menu in the Insignia CONNECT app.
  2. Tap on My Account.
  3. Verify that you are signed in. If not, sign in using your BestBuy credentials.
  4. You should be able to see all your devices afterwards. If not, close the app and relaunch.
  5. No need to reset or set-up your devices again.

 

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