Help! Ironwood won’t connect to phone

[pkitch]

Nothing special. I just took the 4 screws out, unplugged old and plugged in new. They sent a new power switch also but I didn’t bother replacing that. The only thing that I did that was different is the QR code is not going to match the grill anymore so I manually entered the grill name and password from the WiFi screen.

For me at least the replacement controller came with new QR code stickers, but as reported previously mine still will not connect (to the app), Like before the wizard completes, the grill shows connected, I can see the grill on my network and traffic is flowing, but I cannot 'see' or control the grill from the App.

I received this morning a not very clear email stating 'submitted a connectivity form that goes directly too the software team to look into this is a new form they have made for your particular case.' I have asked again for an escalated response and call from corporate.

 

[CampWhatnot]

For me at least the replacement controller came with new QR code stickers, but as reported previously mine still will not connect (to the app), Like before the wizard completes, the grill shows connected, I can see the grill on my network and traffic is flowing, but I cannot 'see' or control the grill from the App.

I received this morning a not very clear email stating 'submitted a connectivity form that goes directly too the software team to look into this is a new form they have made for your particular case.' I have asked again for an escalated response and call from corporate.

In my opinion, the issue is within the mobile apps and not the controller. The smokers connect to the routers which then is routed to the cloud but the app will not connect to the cloud. I had issues back in April and it took a lot of tries but all of my devices finally connected and stay connected with no issues. I do however find that the iOS app connects easier than my android devices. I also found the QR code didn't work as I ended up setting it up manually within the apps

 

[pkitch]

In my opinion, the issue is within the mobile apps and not the controller. The smokers connect to the routers which then is routed to the cloud but the app will not connect to the cloud. I had issues back in April and it took a lot of tries but all of my devices finally connected and stay connected with no issues. I do however find that the iOS app connects easier than my android devices. I also found the QR code didn't work as I ended up setting it up manually within the apps

I don't know if the grill is connecting to the cloud, I would assume that if it is, it would then be able to update the firmware. As for the App, I am on the latest version on iOS.

 

[CampWhatnot]

I don't know if the grill is connecting to the cloud, I would assume that if it is, it would then be able to update the firmware. As for the App, I am on the latest version on iOS.

If you happen to speak to Trager customer service, ask them if they can see ur cooking trends. I'm guessing they can and therefore communicating to them through your router.

 

[pkitch]

OK I have spoken to them yet again. They couldn't see any cooking history apparently.

They are now going to have a local agent (from local Ace Hardware) come out to replace the controller again. They have assured me that they will have a controller with the latest firmware (believe it when I see it), so we will see what happens. I'll update again at next step.

 

[CampWhatnot]

Crappy....

 

[pkitch]

Also received an escalation call, he re-capped the outline agreed earlier today with another rep to send someone out. He called the local agent to confirm (as I hadn't heard from them and was advised earlier it would be 'almost immediately'), they didn't know anything about or apparently provide that kind of service... More confusion abounds. I'll just wait now until someone has come out but my confidence at this point is not the highest.

 

[Beaser]

Finally shipped but from their Washington warehouse, it means a few extra days but better than a sharp stick in the eye. Had a few words with supervision about telling me "it shipped", "will be shipped today" and " some time this week". It shipped yesterday, depends which call centre you wind up with so far as the professionalism is concerned.

 

[pkitch]

Also received an escalation call, he re-capped the outline agreed earlier today with another rep to send someone out. He called the local agent to confirm (as I hadn't heard from them and was advised earlier it would be 'almost immediately'), they didn't know anything about or apparently provide that kind of service... More confusion abounds. I'll just wait now until someone has come out but my confidence at this point is not the highest.

Hoping this resolves for you and they do not send you a regressed firmware as they did for myself and at least one other person (though his did connect and resolve). I now have a 'senior' contact directly from Traeger (their local agent - Ace Hardware referred me) who is now coming to my home to address directly. He is aware of where I am at and I remain hopeful he will have an updated controller to install.

 

[canyonblue737]

I had this exact problem with my brand new Traeger Ironwood 650 when I bought it last week, my iOS app would reset every time I tried to enter the nickname for the controller and jump back to the start of the WiFire setup screen. The controller on the grill would show it connected to my home internet and my router confirmed it, but the app connection was a no-go. The controller showed an out of date firmware and it would not download or install the current version. Calling Traeger they said they were "well aware" of it and working on a solution but couldn't give me any more information or timeline than that.

There was a post about this on the Traeger Reddit forum and when I posted my issue there a Traeger employee who frequents the forum contacted me privately by direct message. He is not in support (I assume he works in development) and asked me not to publicly share his name because he can't be inundated with requests but he stated he knew the exact issue I was having and that the development team was likely going to send out a fix last weekend to all grills to stop this from happening but in the meanwhile I was able to provide him my grill serial number and he "pushed" a special fix to my grill that immediately got my app to see the grill, I didn't even need to setup the app, it seems they did it on their end, the WiFire tab was just automatically working without having to do the setup process. The only thing I had to do is open the "nickname" tab and change it to my desired nickname because they gave it a generic nickname like "Traeger" or something. The app has some bugs in it (couldn't change temp only see the temp, couldn't turn on super smoke etc.) until the grill updated to the current firmware (my grill was on 1.0.0.1 vs. I think the current 1.0.0.4?) in the next few hours and then the app worked perfectly.

The bottom line is this... this issue is FIXABLE WITHOUT having to get a new controller. Traeger DOES have a way to fix you remotely RIGHT NOW but is not communicating that properly to their customer support team because apparently the developers are creating a global fix as opposed to a one by one "push fix" that setups each grill on their end rather than you setting it up on your end. It's NOT a good first experience with the grill but the bottom line is this is software and hopefully everyone gets fixed soon.

 

[pkitch]

I had this exact problem with my brand new Traeger Ironwood 650 when I bought it last week, my iOS app would reset every time I tried to enter the nickname for the controller and jump back to the start of the WiFire setup screen. The controller on the grill would show it connected to my home internet and my router confirmed it, but the app connection was a no-go. The controller showed an out of date firmware and it would not download or install the current version. Calling Traeger they said they were "well aware" of it and working on a solution but couldn't give me any more information or timeline than that.

There was a post about this on the Traeger Reddit forum and when I posted my issue there a Traeger employee who frequents the forum contacted me privately by direct message. He is not in support (I assume he works in development) and asked me not to publicly share his name because he can't be inundated with requests but he stated he knew the exact issue I was having and that the development team was likely going to send out a fix last weekend to all grills to stop this from happening but in the meanwhile I was able to provide him my grill serial number and he "pushed" a special fix to my grill that immediately got my app to see the grill, I didn't even need to setup the app, it seems they did it on their end, the WiFire tab was just automatically working without having to do the setup process. The only thing I had to do is open the "nickname" tab and change it to my desired nickname because they gave it a generic nickname like "Traeger" or something. The app has some bugs in it (couldn't change temp only see the temp, couldn't turn on super smoke etc.) until the grill updated to the current firmware (my grill was on 1.0.0.1 vs. I think the current 1.0.0.4?) in the next few hours and then the app worked perfectly.

The bottom line is this... this issue is FIXABLE WITHOUT having to get a new controller. Traeger DOES have a way to fix you remotely RIGHT NOW but is not communicating that properly to their customer support team because apparently the developers are creating a global fix as opposed to a one by one "push fix" that setups each grill on their end rather than you setting it up on your end. It's NOT a good first experience with the grill but the bottom line is this is software and hopefully everyone gets fixed soon.

Very interesting can you link to the reddit?

They did at one point ask me (via email) for my exact OS, App version etc and sounds now like maybe that was the ambition. So stupid that they won't address this leaving new customers like us really soured on the brand. I have someone 'senior' from Traeger coming to my house Tuesday and I'll report back on the status and what I learn.

 

[canyonblue737]

Very interesting can you link to the reddit?

They did at one point ask me (via email) for my exact OS, App version etc and sounds now like maybe that was the ambition. So stupid that they won't address this leaving new customers like us really soured on the brand. I have someone 'senior' from Traeger coming to my house Tuesday and I'll report back on the status and what I learn.

https://www.reddit.com/r/Traeger/comments/clz4ze

I promised I wouldn't mention his name publicly but perhaps posting your issue in this thread he will message you like he did for me. It honestly sounds like the software team is very aware of the problem and has a working fix, but the fix currently requires them to do work on the back end grill by grill to get you working so they are about to release some kind of global fix, the hope was it was going to be pushed out last weekend. It appears the issue doesn't have to do with firmware but somehow with the grill registering its serial number with Traeger, requiring them to manually enter your serial number in their computer system. Customer Support is aware of the issue because of the numerous calls but they have zero guidance on a fix as of today.

 

[Beaser]

My controller or at least a shipment is due from Traeger this coming Monday. For all l know it could very well be another tin of rub. I mentioned before that the app would crap out at the nick name input but it showed as online my network. I can't log in! I checked my version tonight and it upgraded last night to 01. 01. 04 but alas no connection. I'll install the new controller on Monday . As I understand it includes a new type of probe, a new wifi antenna and whatever else they came up with. I think they may be putting better quality components in the controller. Being cheap often drives the cost up considerably. So many lies and bent promises. You talk to ten reps and get about ten versions of what's happening.

I really like the product though and after everything is fixed I'll probably be a Traeger Fan Boy again ?.............?

 

[acepatai]

I am calling back for an update this afternoon. Did you have to wait for them to call you back?

 

[Beaser]

For an update on what? I've never had to wait for a return call but I haven't always received a valid answer to my question.