Help! Ironwood won’t connect to phone

jscoleman

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LOL, I tried pretty much all the same except for packet capture and connecting to a hotspot. I dont think it will make a difference with the hotspot but I will try that after work today. I am convinced it is a problem with the firmware version and the current app. Connection does not seem to be an issue. As mentioned before the grill is connected with good signal to my router and the router is right next to the grill. My wife thought I was nuts running extended cables to the deck for the router lol. I tried to keep it as dumb as possible for support and have no out of the ordinary gear in the mix at the moment. I was connected using a netgear WN3000RP extender but decided to remove that from the mix as well until its working so am currently connecting direct to an xfinity X1 router.
Hah.. I got the same treatment from the wife yesterday, "You're not going to leave that cable running across the house are you?"

So something I haven't tried yet, running the older versions of the Traeger app on an android platform . I'm going to try that later today.

The very first firmware update (01.01.00 3/5/19) release notes specify "1. Improved WiFi stability. ", I'm guessing we got grills that had a beta/pre-retail version of the firmware as it's not even listed on their change log.
 

b4tn

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Hah.. I got the same treatment from the wife yesterday, "You're not going to leave that cable running across the house are you?"

So something I haven't tried yet, running the older versions of the Traeger app on an android platform . I'm going to try that later today.

The very first firmware update (01.01.00 3/5/19) release notes specify "1. Improved WiFi stability. ", I'm guessing we got grills that had a beta/pre-retail version of the firmware as it's not even listed on their change log.
I would be very curious if rolling back the app works. I dont have an android device but am trying to get my hands on one and was going to try the same thing. I feel like if I can at least get the firmware to update that my luck may change.
 

jscoleman

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I would be very curious if rolling back the app works. I dont have an android device but am trying to get my hands on one and was going to try the same thing. I feel like if I can at least get the firmware to update that my luck may change.
Agreed, I'll try this when I get home later today and post an update. Going to start with 1.3.4 (published 3/15/19) and work backwards from there.
 

pkitch

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You guys are more sophisticated in your knowledge than I am, but I feel I have already significantly surpassed probably the average consumer's reasonable attempts (most of the above) and as I am sure everyone agrees this needs to 'just work' for the price point they are charging. I very specifically purchased this brand for this feature and have already been advised I cannot return it as I assembled it already (and cooked on it) which is ridiculous.

I just missed a call from another rep and am waiting for a call back, but I am not willing to spend much more time on 'troubleshooting'. They promised me previously a new controller with newer firmware on it which is what needs to happen. Between paying more (ordered from Traeger paid for delivery), screwed up delivery and now this I am not a happy customer.

I'll update once I hear from them again.
 

b4tn

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You guys are more sophisticated in your knowledge than I am, but I feel I have already significantly surpassed probably the average consumer's reasonable attempts (most of the above) and as I am sure everyone agrees this needs to 'just work' for the price point they are charging. I very specifically purchased this brand for this feature and have already been advised I cannot return it as I assembled it already (and cooked on it) which is ridiculous.

I just missed a call from another rep and am waiting for a call back, but I am not willing to spend much more time on 'troubleshooting'. They promised me previously a new controller with newer firmware on it which is what needs to happen. Between paying more (ordered from Traeger paid for delivery), screwed up delivery and now this I am not a happy customer.

I'll update once I hear from them again.
I agree 100% no body should have to go through all the hassle to simply connect.
 

GrillMeister

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Cheese & Crackers! I too am an IT geek, albeit an old one, and I've found that many of the problems seem to be distance to the AP and making sure they are are on a 2.4 ghz AP.

I did not have a single issue as I have my AP setup for both 2.4 and 5G with the same SSID. The key is being in range with the 2.4 frequency.
 

jscoleman

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I would be very curious if rolling back the app works. I dont have an android device but am trying to get my hands on one and was going to try the same thing. I feel like if I can at least get the firmware to update that my luck may change.
I tried v1.0 -> v1.34 and it was the same result everytime. Unfortunately it does not seem to be the app thats the issue. I investigated further and found traeger is using Xively (IOT platform api) and was able to verify my device telemetry through it. They store quite a bit of information about the grill here, nothing too interesting though.

At this point I do believe it's the controller firmware (01.00.11) that is the issue and without an offline means to update it you'll need Traeger to send you an entirely new unit, this seems to be a pretty big oversight on their behalf. A USB port or adhoc (phone->grill) means to update would have saved a lot of $ and headache.
 

b4tn

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Well, still no luck. I didn’t have a chance to call support back tonight but I did get my hands on an android device. I installed APK’s for 1.3.0, 1.3.2, 1.3.4, and 1.3.5. All versions got further than the iPhone app and rather than starting back at the setup screen after naming the grill it brought me into the wifire part of the app. However none of the options worked and said network unavailable. Like the iPhone app the grill is connecting to the WiFi but the app is not connecting to the grill. Firmware version on the grill is still showing software version 01.00.11 and config version 06.005.

@GrillMeister. The access point is next to the grill and signal strength is between 45 and sometimes 60
 

pkitch

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Spoke with (I believe) an escalation Rep yesterday from headquarters, they confirmed they will be sending me a new controller with newer firmware, no other new information at this point. I'll update once I receive it install and attempt again.
 

b4tn

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Spoke with (I believe) an escalation Rep yesterday from headquarters, they confirmed they will be sending me a new controller with newer firmware, no other new information at this point. I'll update once I receive it install and attempt again.
I am calling back for an update this afternoon. Did you have to wait for them to call you back?
 

pkitch

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I am calling back for an update this afternoon. Did you have to wait for them to call you back?
The initial rep (one of them at least but was frontline - not from head office) suggested I write an email outlining all of my issues and that she would forward to head office for an escalation. This I did and she confirmed she had forwarded for me. I think one week later I received a call back from a rep from head office who was clearly more empowered. He is the one that confirmed they would (now) send me a controller.

We played phone tag a couple of times but each time he called me back probably within 45mins or so.
 

jscoleman

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I am calling back for an update this afternoon. Did you have to wait for them to call you back?
You have to be very persistent, I was told last Thursday that a replacement controller would be sent to me that Friday however it JUST shipped yesterday and that was because I called twice to get updates and sent multiple emails.
 

b4tn

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The initial rep (one of them at least but was frontline - not from head office) suggested I write an email outlining all of my issues and that she would forward to head office for an escalation. This I did and she confirmed she had forwarded for me. I think one week later I received a call back from a rep from head office who was clearly more empowered. He is the one that confirmed they would (now) send me a controller.

We played phone tag a couple of times but each time he called me back probably within 45mins or so.
Email followed by another phone call seemed to do the trick. I just got an email that they determined I need a new controller and that that it should ship in 24-48 hours. Crossing my fingers.
 

jscoleman

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Email followed by another phone call seemed to do the trick. I just got an email that they determined I need a new controller and that that it should ship in 24-48 hours. Crossing my fingers.
Just an FYI you’ll get an email with tracking info when it ships, watch for that
 

jscoleman

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My replacement controller arrived today. I was able to get it working without any issues (iPhone XS Max and latest version of the app) on the first try.

Some interesting notes however:
  1. Replacement controller was shipped with 01.00.11 firmware
  2. Original unit was numbered 63, replacement was 886
  3. The grill (about grill) information on the controller shows Ironwood 885 (unit is an ironwood 650)
  4. Firmware updated automatically sometime in past few hours to 01.01.04
Curious if anyone out there bought a 650 and had a working controller out of the box?
 

b4tn

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My replacement controller arrived today. I was able to get it working without any issues (iPhone XS Max and latest version of the app) on the first try.

Some interesting notes however:
  1. Replacement controller was shipped with 01.00.11 firmware
  2. Original unit was numbered 63, replacement was 886
  3. The grill (about grill) information on the controller shows Ironwood 885 (unit is an ironwood 650)
  4. Firmware updated automatically sometime in past few hours to 01.01.04
Curious if anyone out there bought a 650 and had a working controller out of the box?
That is interesting. So its not the firmware version causing the issue. I am glad you got it worked out but I am also curious what the actual issue is. I still have not received a tracking number. They said it would ship from the warehouse in 24-48 hours so if I dont get anything today I will be calling back tonight 48 hours later. I really want to love this grill. I am putting out some amazing food with it but this support experience has left me with a bad taste. Smoked Fatty and swordfish with seared veggies.
 

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pkitch

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My replacement controller arrived today. I was able to get it working without any issues (iPhone XS Max and latest version of the app) on the first try.

Some interesting notes however:
  1. Replacement controller was shipped with 01.00.11 firmware
  2. Original unit was numbered 63, replacement was 886
  3. The grill (about grill) information on the controller shows Ironwood 885 (unit is an ironwood 650)
  4. Firmware updated automatically sometime in past few hours to 01.01.04
Curious if anyone out there bought a 650 and had a working controller out of the box?
Just got my shipping notice early today, so hopefully will have soon. Would you not think that the firmware version for the 885 would have differing algorithms for a larger size grill? For what is I assume a fairly large company the level of incompetency here is incredible...

Let us know any issues and glad you at least got it up and running no issues. Will hopefully report back on mine soon too.
 
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