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The app

Error message in the app > Oops…

Oops… We were unable to perform your most recent change to the following device: [device name]. Please try again later.

This error message may sometimes appear in the Hilo app even though the command you sent to a device was successfully applied.

Why does this happen? When you send a command, the device may process and apply it as intended but fail to send a confirmation message back to the app. If this happens, the error message will appear approximately 15 seconds after the command is sent.

Oops Error message in the Hilo app

This issue is likely due to a communication error during data transmission between different devices or system components.

Note: If you manually adjust a setting directly on the device, this type of communication error may prevent the app from showing the updated status for that device.

How to fix the issue

To resolve the issue, follow the steps below in the order provided:

  • For Hilo devices, follow the steps in Section 1.
  • For Hilo-compatible devices (Honeywell Home, Mysa, or Sinopé), skip to Section 2.

Section 1 : Hilo devices

 

a) Restart the Hilo app

  • Close and relaunch the app.
  • Send a command to the device and check if the issue is resolved.
  • If the problem persists, move to Step b).

 

b) Reboot your Hilo hub

  • Open the app, go to Menu, select My hub, and tap Reboot my hub.
  • Wait about one minute, then send another command to the device.
  • If the issue remains unresolved, proceed to Step c).Reboot your Hilo hub

 

c) Reconnect the device

  • If only one device is affected, follow the specific pairing procedure for that device.
  • Click here for detailed instructions on pairing various devices.
  • If the problem affects multiple devices or still isn’t resolved, go to Step d).

 

d) Contact customer support

  • If none of the steps above resolve the issue, or if multiple devices are affected, contact our customer service team for assistance.

Section 2: Compatible Honeywell Home, Mysa, or Sinopé devices

 

a) Restart the Hilo app

  • Close and relaunch the Hilo app.
  • Send a command to the device and check if the issue is resolved. If not, proceed to Step b).

 

b) Check the manufacturer’s app

 

Open the manufacturer’s app to verify if the command was successfully applied.

  • If the command was applied, proceed to Step c).
  • If the command was not applied, skip to Step f).

 

c) Remove the device from the Hilo app

  • Open the Hilo app, go to the Devices page, and select the affected device.
  • Tap the settings icon in the top-right corner, then tap the trash can icon to remove the device.
  • Confirm by tapping Continue, and move on to Step d).

 

d) Re-add the device to the Hilo app

  • Go to the Devices page and tap the + icon in the top-right corner.
  • Select A device, then Thermostat, and choose the brand of your thermostat.
  • Follow the on-screen instructions to complete the setup.

 

e) Send a command through the Hilo app 

  • Test the device by sending a command in the Hilo app. If the issue persists, continue to Step f).

 

f) Send a command through the manufacturer’s app 

Use the manufacturer’s app to send a command and check the device:

  • If the command was applied, repeat Steps c), d), and e).
  • If the command was not applied, proceed to Step g).

 

g) Follow the manufacturer’s troubleshooting guide 

  • Refer to the diagnostic steps provided by the device manufacturer to resolve the issue.