Login / Access Troubleshooting

This guide offers solutions to problems you may encounter when trying to log in to or access an iOS device or the Ambur app itself.

Table of Contents

iOS Device Login / Access Issues

This section focuses on issues that could occur when trying to access an iPad, iPhone, or iPod Touch.

My iOS device went to sleep and I can't unlock it.

Remember, this is the code to unlock the device, NOT the code used to log in to the Ambur app.

  1. Verify the passcode with someone else who knows it.
  2. Re-enter the passcode.

    Be aware that after 6 failed attempts, the device will become temporarily disabled.

There is no way to recover a lost passcode. If you cannot access your device, contact Ambur Support at support@amburcloud.com for advice on how to proceed.

Ambur App Login / Access Issues

This section covers common problems related to logging in or accessing the Ambur app itself.

"Invalid login attempt"

This error appears when you make a mistake entering your email or password while starting the Hub.

  1. Check that you entered the correct email and password.

    Remember that your password is case sensitive.

  2. Re-enter your email and password, then tap 'Log in'.
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    Still unable to log in? Tap ‘Forgot password?’ to try resetting your password.

“There was a problem restoring your backup.”

This error occurs while starting a new Hub if the Hub is unable to properly restore from a backup.

  1. Tap ‘OK’ to dismiss the error.
  2. Try starting the Hub again.
  3. If the issue persists, contact Customer Care.

“Backup not fresh”

This error occurs while starting a new Hub if there is no recent backup to restore from. Follow the specific steps below based on whether you can still access the old Hub device.

  • If you can access the old Hub:
    1. Tap ‘Cancel’ to dismiss the error.
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    2. Stop and back up the existing Hub.
    3. Start the new Hub again.
  • If you cannot access the old Hub:
    1. Review the warning and tap ‘Restore old backup’ to restore from the most recent backup.
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    “There appears to be a problem with your Ambur data”

    This error occurs when the Hub’s database becomes corrupted. Restore from a recent backup to continue using the app.

    1. Tap ‘Restore Backup’.
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    2. Review the warning and select a recent backup to restore from.
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    “No backups available.”

    This error occurs when there are no backups available for the Hub to restore from.

    1. Tap ‘OK’ to dismiss the error.

    I cannot log in with my PIN to use the register.

    When you enter the wrong combination of numbers, the PIN entry area shakes instead of logging in.

    1. Re-enter your PIN and tap 'Done'.
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    2. If necessary, ask a user with management permissions to log in and reset your PIN.

      Visit our User Groups and Users article to learn how to create and manage users.

    "No Hubs Available Locally."

    This error appears when you try to connect to the Hub but the Ambur app does not detect it.

    1. Make sure the client device is connected to the same Wi-Fi network as the Hub.

      Visit our Connect to a Wi-Fi Network article if you need help.

    2. Try again to connect to the Hub.

      If the error persists, follow the additional troubleshooting steps below.

    "Could not connect to Hub."

    This error occurs when the Hub does not respond to a connection request within 10 seconds.

    1. Force quit the Ambur app on all devices.
    2. Reopen the Ambur app on all devices.
    3. On the Hub device, sign in and start the Hub.
    4. Reconnect client devices to the Hub.

    Visit the Set Up and Manage Devices article for help starting the Hub and connecting clients.

    Some features are missing in the Ambur app.

    Permissions control a user’s ability to see and use different parts of Ambur. If something is missing, it means some permissions were changed.

    1. Tap 'Management' and select 'Permissions'.

      If the Permission screen is not available, ask a user who can access it to log in.

    2. Select a user group and category, then adjust permissions as needed.

      Visit our Permissions support article for help updating permissions.

    "Disconnected from hub"

    This error appears on client devices when the Hub device exits the Ambur app.

    1. Tap 'OK' to dismiss the error.
    2. Make sure all devices (clients and Hub) are on the same Wi-Fi network.

      Visit our Connect to a Wi-Fi Network article if you need help.

    3. Reopen Ambur on the Hub device.
    4. Reconnect all client devices to the Hub.

    Visit the Set Up and Manage Devices article for help starting the Hub and connecting clients.