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Author Topic: There was a problem adding the device to your account  (Read 6930 times)

trbst

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There was a problem adding the device to your account
« on: September 03, 2016, 02:00:12 AM »

Hello,

Since recently I've had a huge problem with my plug.

First off, at some point I noticed that I can't open my plug from the App on my mobile. After 6 months of flawless operation, it suddenly showed the device as offline. Doing the hardware setup doesn't work since I get various errors after I hit the final FINISH button.

I returned the unit and got a brand new one, which I also can't register. I've reinstalled my phone app numerous times, and have also re-flashed my plug to the latest firmware. At this point what happens is, I get the attached error after I hit the FINISH button on setup:

http://imgur.com/a/zRaLy

I tried also creating a new account and adding it there but to no avail. Apparently there may be some problem connected to this topic but I did upgrade the firmware so not sure what the issue is but it's definitely software IMO.

Any help would be much appreciated!

Thanks
Toma
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trbst

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Re: There was a problem adding the device to your account
« Reply #1 on: September 07, 2016, 11:08:39 PM »

Ok what we know so far is that it does work as normal on another router. Problem is though, the router I'm having the problem with is Dlink. I tried hard resetting it to no avail. It has the latest firmware.
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FurryNutz

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Re: There was a problem adding the device to your account
« Reply #2 on: September 08, 2016, 07:12:33 AM »

Link>Welcome!
What model D-Link router do you have?
  • What Hardware version is your router? Look at sticker under the router case.
  • Link>What Firmware version is currently loaded? Found on the routers web page under status.
  • What region are you located?

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trbst

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Re: There was a problem adding the device to your account
« Reply #3 on: September 08, 2016, 11:48:57 AM »

Hello,

All answers below.

Region - Bulgaria



Thanks!
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FurryNutz

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Re: There was a problem adding the device to your account
« Reply #4 on: September 08, 2016, 12:13:18 PM »

Was the mobile device or router updated recently?
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trbst

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Re: There was a problem adding the device to your account
« Reply #5 on: September 08, 2016, 10:52:08 PM »

The mobile yes, but I also tried on another phone to no avail. I even tried with an older app version again no luck.
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FurryNutz

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Re: There was a problem adding the device to your account
« Reply #6 on: September 09, 2016, 06:34:20 AM »

I recommend that you phone contact your regional D-Link support office and ask for help and information regarding this. We find that phone contact has better immediate results over using email.
Let us know how it goes please.
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vinciguerra.a

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Re: There was a problem adding the device to your account
« Reply #7 on: September 11, 2016, 11:10:48 AM »

I recommend that you phone contact your regional D-Link support office and ask for help and information regarding this. We find that phone contact has better immediate results over using email.
Let us know how it goes please.

Hello! I had a similar problem and I explained it in another post. I called the support (Italy) and the guys told me that he can't do anything and thay can't change the device since it should be a Sw problem and I have to contact SW dept by mail. I wrote them 1 week ago and I didn't receive any answer. The result -> device useless and impossible to receive back money/new device.
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FurryNutz

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Re: There was a problem adding the device to your account
« Reply #8 on: September 11, 2016, 11:27:20 AM »

You'll need to ask D-Link Italy to contact the SW engineers to have them fix this issue. Once the SW is fixed, then the adding of devices should be fixed. Phone contact them and have them forward this issue to the Engineers for your region.

Thank you.

I recommend that you phone contact your regional D-Link support office and ask for help and information regarding this. We find that phone contact has better immediate results over using email.
Let us know how it goes please.

Hello! I had a similar problem and I explained it in another post. I called the support (Italy) and the guys told me that he can't do anything and thay can't change the device since it should be a Sw problem and I have to contact SW dept by mail. I wrote them 1 week ago and I didn't receive any answer. The result -> device useless and impossible to receive back money/new device.
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trbst

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Re: There was a problem adding the device to your account
« Reply #9 on: September 13, 2016, 02:38:06 AM »

I recommend that you phone contact your regional D-Link support office and ask for help and information regarding this. We find that phone contact has better immediate results over using email.
Let us know how it goes please.

Hello! I had a similar problem and I explained it in another post. I called the support (Italy) and the guys told me that he can't do anything and thay can't change the device since it should be a Sw problem and I have to contact SW dept by mail. I wrote them 1 week ago and I didn't receive any answer. The result -> device useless and impossible to receive back money/new device.

Can you please tell me, what router do you have? Did you try adding it on another router? If yes did it work?
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FurryNutz

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Re: There was a problem adding the device to your account
« Reply #10 on: October 10, 2016, 10:53:16 AM »

Any status on this?  ???

I recommend that you phone contact your regional D-Link support office and ask for help and information regarding this. We find that phone contact has better immediate results over using email.
Let us know how it goes please.

Hello! I had a similar problem and I explained it in another post. I called the support (Italy) and the guys told me that he can't do anything and thay can't change the device since it should be a Sw problem and I have to contact SW dept by mail. I wrote them 1 week ago and I didn't receive any answer. The result -> device useless and impossible to receive back money/new device.

Can you please tell me, what router do you have? Did you try adding it on another router? If yes did it work?
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nhsqr

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Re: There was a problem adding the device to your account
« Reply #11 on: November 06, 2016, 11:32:12 PM »

I have the same problem with D-Link 868L Rev. A with the latest firmware.
But with Linksys WRT610Nv2 works perfectly.
What could be the problem?!
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FurryNutz

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Re: There was a problem adding the device to your account
« Reply #12 on: November 07, 2016, 06:33:20 AM »

What FW is currently on the DSP and the DIR router?
Is uPnP enabled on the DSP and or the DIR router? There any uPnP features on the DSP?
I don't have a DSP however have a DCS-933L camera and the DIR-868L Rev A v1.10 FW loaded.
What Mfr and Model # ISP modem do you have?
If the DSP is associated with the account with you use the WRT router, can you swap the DIR router back in and still get to the DSP on the account?

I have the same problem with D-Link 868L Rev. A with the latest firmware.
But with Linksys WRT610Nv2 works perfectly.
What could be the problem?!
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nicksg

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Re: There was a problem adding the device to your account
« Reply #13 on: December 19, 2016, 06:46:26 PM »

I experienced the same error, but after hours of dealing with D-Link's tech support (without any success), I finally managed to get the device added by using WPS instead of manual WIFI network selection.

D-Link really needs to get their act together and fix the app!
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FurryNutz

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Re: There was a problem adding the device to your account
« Reply #14 on: December 20, 2016, 06:44:09 AM »

Thanks for the feed back. Hope it helps future users.

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