I have this device: GDO blaQ 52b440
The app is telling me that I have a firmware update, 1.4.1, and tells me to “tap here” to do the update. All that happens is that I get a message that this device “ has already been registered.”
What steps do I need to take to actually get the update installed?
It sounds like you may have multiple accounts and the account that you are logged into in the app is different from the account used to originally register the device. Does that sound possible?
I don’t think I have 2 accounts, because I only show one account in the konnected iPhone app.
So the question remains - what steps do I need to take to actually get the update installed? Would a Factory Reset be the way to go??
Could this problem be related to the fact that Konnected appears to be one of the 11 companies on the planet that makes email addresses for logins CASE SENSITIVE???
@JohnFLand you can only be logged in to one account in the Konnected App at one time. I checked in our database and yes, it does appear that you have two accounts. And yes, it’s because the email addresses are case sensitive and you must have accidentally created a second account that is different from the account originally used to register your device.
The solution is to sign out of the Konnected app, and then sign back in using the account email address that was originally used to register the device.
There’s actually an annoying backstory as to why the account email addresses are case-sensitive. We use AWS Cognito to manage our user accounts, logins, authentication, etc. When I first created the Konnected Cloud service in 2019, AWS Cognito didn’t support case-insensitive logins. They added that option sometime after we initially created the Cognito user pool, but there’s no way to switch an existing user pool from case-sensitive to case-insensitive. AWS’s recommendation is to migrate all users to a new user pool that is created with the case-insensitive option enabled … but that’s entirely impractical in our setup. Because we have many thousands of devices out in the wild an authenticating with our cloud service, migrating everyone’s accounts to a new user pool would effectively disconnect all of the devices from our cloud service and would be massively disruptive for our entire user base.
So, it’s a very frustrating problem and our hands are kinda tied because of Amazon’s design decisions.
Anyway, I checked our user pool and you do indeed have two accounts, one with the email johnfland@ and the other with JohnFLand@. Your device is registered to the all-lowercase account email address. Sign out of the app and sign back in using the all-lowercase version of your email and you should be all set.
Thank you for the explanation. I guess I was venting a bit. However, it does seem odd that I could somehow register the same username differing only in capitalization. In any event, it appears to be sorted after using the lowercase username and renewing my password — it seems that the update of the firmware has gone through.