Unable to connect Shelly PRO 4 PM to Cloud

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INFO !!!
We get over and over again by mail from the users that their devices can not log into the cloud.
Error message: Device belongs to another user !
How to fix this message you can find under the following link:
https://www.shelly-support.eu/lexikon/index.php?entry/335-how-to-do-when-cloud-login-error-the-device-already-belongs-to-another-user-acco/

We do not answer any more inquiries by mail, because it is beyond our capacities.
Thank you for your understanding
PS: The instructions work 100%.

Admin
(Detlef Mertsch)
 

There are 5 replies in this Thread which was already clicked 175 times. The last Post () by VLAIR.

  • Hi All!
    Recently I did install two PRO 4 PM. Integration, configuration as usual without any issues, like with the various other Shelly devices I do have running for quite a while. Both PRO 4 PM have all functionalities given, with the exception that one of the two devices cannot connect to the cloud. Tried various times to change the setting with the mobile app but also using the browser interface IP direct connection without success. Factory resets without any effect on the cloud connection issue. Compared both devices settings and firmware are identical.


    Firmware version: 0.10.1

    Firmware build ID: 20220330-150000/0.10.1-g8d603a2

    Web build ID: 1.5.5-154bed6


    The browser interface shows constantly "Connecting... " in the Network>Cloud menu after I turn the "Enable:" switch on. Opened the firewall TCP Ports 6000-6500 without any change to the cloud connection issue.


    Any ideas how to solve this issue?


    Many Thx in advance!

    Vlair



    Hallo zusammen!

    Vor kurzem habe ich zwei PRO 4 PM installiert. Integration, Konfiguration wie üblich ohne Probleme, genau wie bei den verschiedenen anderen Shelly Geräten, die ich schon eine ganze Weile laufen habe. Beide PRO 4 PM haben volle Funktionalität, mit der Ausnahme, dass eines der beiden Geräte sich anscheinend nicht mit der Cloud verbinden kann. Habe mehrfach versucht, die Einstellung mit der mobilen App zu ändern, aber es auch erfolglos über die Browserschnittstelle IP-Direktverbindung versucht. Werksresets ohne jede Auswirkung auf das Cloud-Verbindungsproblem. Die Einstellungen und die Firmware beider Geräte sind identisch.


    Firmware version: 0.10.1

    Firmware build ID: 20220330-150000/0.10.1-g8d603a2

    Web build ID: 1.5.5-154bed6


    Die Browseroberfläche zeigt ständig "Connecting... "im Menü Netzwerk>Cloud an, nachdem ich den Schalter "Aktivieren:" eingeschaltet habe. Habe die Firewall TCP Ports 6000-6500 geöffnet, ohne dass sich das Problem mit der Cloud-Verbindung verändert hat.


    Hat jemand eine Idee, wie man dieses Problem lösen kann?


    Vielen Dank im Voraus!


    Vlair

    Edited once, last by VLAIR: Added German text. ().

  • Hi,


    have you opend a ticket to Allterco?

  • Hi folks,


    here the reply from Allterco:


    ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

    Ticket Status: Resolved


    Dear Sir/Madam,


    You can ask your reseller for replacement for the one not connecting in the Cloud or wait a couple of days for the hotfix which fixes the device by itself.


    Kind regards,

    Shelly Support Team

    ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------


    Seems there is really one option - waiting for the hotfix...


    Keep you posted.