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 will not unlock. The screen shakes when I enter my passcode.

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

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

    After 6 failed attempts, the device will become temporarily disabled.

There is no way to recover a lost passcode. 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.

I get an error when logging in as an existing customer with my email and password to start the hub.

This usually means the email or password was entered incorrectly.

  1. If possible, verify the email/password with someone else.
  2. Enter the correct login credentials and try to log in again.

If the login attempt is unsuccessful, try resetting the password. Follow the steps below to do so.

  1. Tap 'Reset My Password'.

    The app will redirect you to Ambur Cloud.

  2. Enter the account's email address and tap 'Send Reset Link'.
  3. In your email, click 'Change My Password for Ambur' and follow the instructions.

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. Enter your correct Ambur user PIN and try to log in again.
  2. If necessary, ask a user with management permissions to log in with their code and reset the PIN.

    Manage users from the Users screen.

I’m receiving the warning: "No Hubs Available Locally."

This error could occur because the devices are not on the same network. First, check that all client devices are on the same network as the Hub. Then, go through the troubleshooting steps below.

I'm receiving the error: "Could not connect to Hub."

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

  1. Force quit the Ambur app.
  2. Power your router off, wait a few moments, then power it back on.
  3. Launch the app again and try linking to the Hub again.
  1. Force quit Ambur on all devices.
  2. Relaunch the Ambur app on all devices.
  3. On the Hub device, Sign In and Start the Hub.
  4. Client devices should now allow you to tap 'Link to Hub'.

I was able to log in to Ambur, but some features are missing.

Permissions control a user’s ability to see and use different parts of Ambur. If something goes 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, category, and adjust permissions as needed.

    Visit our Permissions support article for more information.

I'm receiving an error on my client device: "Socket Closed by Remote Peer".

This error displays on client devices when the Hub device closes out of Ambur.

  1. Make sure all devices (clients and the Hub) are on the same WiFi network.
  2. Re-launch Ambur on the Hub device.
  3. Avoid closing the app on the Hub device.