SmartConnect - Using it Remotely Stopped Working

[TheCols]

Has anyone else’s remote connectivity stopped working? It is fine when in the unit connected to the wifi, but connecting when away from the unit has stopped working. It used to work fine. Called Airstream and they said there was an app update, but the app version has not changed so I am suspect of that response. I also called ATT and they checked the hotspot which appears to be fine.

[jlandreth]

Mine has stopped working also. Like you I'm assuming it has something to do with the update but don't know how to verify that.

[jlandreth]

Just checked the App Store and it says the last update was 6 months ago. So I assume the firmware was updated on 5/22 but a new version of the app is not available yet. Does this sound likely?

[TheCols]

I called airstream again and told them I needed to speak with someone who is expert with the smart app. I got in touch first with Michael Lemmon who then engaged Jason Kriesel. These guys worked with their IT group who reset it on the backend, and it is working again. Call the support line and ask for either of these guys and they can get it fixed.

[jlandreth]

Is there a way to reach Jason besides the main number?

[twinkie2]

Let me get this straight, are you saying that we can connect (with the Smart Control app) to the unit without the WiFi router being on?

[TheCols]

Originally Posted by twinkie2

Let me get this straight, are you saying that we can connect (with the Smart Control app) to the unit without the WiFi router being on?

No. Not what I am saying. The WiFi router has to be on for connectivity. When it is on, you can be on the other side of the world with only cellular connectivity and you can still connect and control your rig. That stopped working for me, and it was resolved by Airstream IT doing a backend reset.

[CanoeU70]

Mine stopped too.....but now it's working (after 4 hours of trouble shooting).

BEWARE if you're using Apple's Safari browser!!!!

Tech support told me (~two weeks ago) that I probably forgot to pay my data plan and that the service was cut off.

However, my plan was good till 15 Jun but showed "Auto Renew No."

I was unable to pay it online and after TWO EXCRUCIATING HOURS dealing AT&T's tech support, I was assured that my plan WOULD auto pay (on 15 Jen)

It did not (as of AM 18 Jun).

Turns out MY PROBLEM was that my Apple iMac's browser Safari was not communicating with the AT&T website (even tho I set up the original service on either my Apple iMac or laptop).

I was able to use my HP-Windows browser to manipulate the site and pay the bill.

My 2019 Classic 33's router is now "online" and I can control my Airstream via my home's WiFi system.

HOWEVER, and this is KEY: the original plan was for "unlimited data."

The new plan is 100GB for $325 for one prepaid annual plan.

Well, that may be enough for a year's worth of Air Forum, Yahoo Finance, UK Daily Mail and TripAdvisor restaurant searches but there will BE NO "streaming."

I think Airstream's upper management got "snookered" by AT&T for not negotiating a long term deal. Turns out they realized this back in Dec 2019 and there's a notice to that effect that I did not see until recently trying to troubleshoot the problem. Based upon the survey I got from AS about Wuhan and the recent CEO's letter, it appears that they are focused on other "external" matters than Airstream customer support.

I would have appreciated a "head's up" on the AT&T data plan matter along with the notification of the router update.

Paying for "data" is going to become more expensive than home ownership. Apple & Adobe seem to have abandoned each other because I am unable to update my PhotoShop program to Apple's new Catalina OS.

The whole IT world is against "ownership" and they want to us to RENT their service or convert us to "subscribers."

I wrote Apple that if they ever actually try to make me pay "rent" or a "service fee" or become a "subscriber" to use an iPhone; that's the day I go back to ole fashioned flip phone.