Unable to add and set up a new clock in the Reason Home app

ATTENTION: If you use an iPhone running iOS 13 or newer and have had a connection time-out error, please read this article for a solution.

Before you read further, please recall whether you heard the clock uttering "Wi-Fi connected successfully" during the setup? If you did, the clock was actually added successfully in the Reason Home app. Please ignore the timeout error message and the prompt to try again; simply refresh the app, and the clock will appear on the Home screen. (To refresh the app, you may try one of three things: 1) press-hold-drag down any blank part of the Home screen and then release; 2) sign out the account by tapping Me and sign back in; 3) manually terminate the Reason Home app and restart it.

The following list of points of failure intends to help you troubleshoot the problem at hand.

• Potential iOS 13 glitches. We strongly suggest that you update your iPhone to the latest iOS version. As of 10/28/2020, the latest iOS version available to iPhone 7 or later models is 14.1. Please repeat the procedure to add a new clock in the Reason Home app after your iPhone gets the latest iOS. To check the iOS version or get the latest update, go to your iPhone's Settings->General->Software Update.

• New iOS 13 privacy policy may have interfered with the app. Solution: If you use an iPhone running iOS version 13 or later, please follow the instructions here to grant the Reason Home app access to your location information. The app will use your location temporarily while you add and set up a new Reason ONE smart alarm clock. After enabling location access, please reset the clock using a straightened paperclip or SIM tool before trying to set it up again. The reset hole is located on the back of the clock.

• You may need to shut down and restart your iPhone. We have seen cases where the user had followed the preceding bullet point and enabled the While Using the App option for the app, but the setup still didn't work. Please try restarting your iPhone; it's been confirmed this has fixed the problem for some of our customers. 

• Clock setup timed out. If you haven't been able to set up the Reason Clock over the stretch of an hour or longer, please reset the clock using a straightened paperclip or SIM tool before trying to set it up again. The reset hole is located on the back of the clock.

• Typo in the Wi-Fi password entered. Please double-check to make sure that the Wi-Fi network name and password are entered correctly. The password you're typing in is hidden by default. Not being able to see what is being typed in is the most common cause of the error. You may unhide the password and double-check it by tapping the "eyelash" icon on the right of the password entry line before re-entering the password or after you enter it. 

• Incorrect password. You may have entered the password exactly as you remembered it. But, there is still a possibility that you remembered it wrong. To rule out this possibility, we suggest that you use a nonessential Internet device such as a second phone or tablet and try logging in the Wi-Fi using the password you remember. You may need to go to the Wi-Fi settings on that device and forget the Wi-Fi network the device is currently connected to. WARNING! Before you forget the Wi-Fi network on the nonessential Internet device, please understand this: You may not be able to reconnect to that Wi-Fi network if you have the wrong password.

• Incorrectly used a 5GHz Wi-Fi network. The Reason ONE clock only supports 2.4GHz Wi-Fi connection. Please make sure that you connect the clock to your 2.4GHz Wi-Fi network. Some popular Wi-Fi routers offer both 2.4GHz and 5GHz Wi-Fi as two separate networks; please be sure to select the 2.4GHz one. (NOTE: A network name ending with "5G" is typically a 5GHz Wi-Fi network, which you probably do not want to use.)

• There could have been a compatibility issue involving your phone and/or Wi-Fi router. Please follow the directions here to submit your app's error log. Once we receive your error log, we will try to figure out the root cause. Meanwhile, please try to add and set up the clock using a different phone (preferably an Android phone) in your household.