The latest version of Sesame is broken

[frankie004]

I have not been able to connect with my Sesame in any way at all since the last two updates. What have you done??? When I launch the app, I get a message that reads, "Sesame Found!" and that's it. I am unable to determine the status of the unit, I cannot lock or unlock it. Basically it seems to discover the unit but refuses to connect. Not with Bluetooth or wifi.

[cim]

Sorry to hear it! Can you try the following to see if you are able to connect to your Sesame?

1) Uninstall and reinstall your app

2) Toggle your Bluetooth off and back on

3) Restart your phone

4) Clear the Bluetooth cache by going to the Bluetooth Setting, selecting your Sesame, clicking "Forget" or "Unpair", then return to your app and try again

5) Remove and replace the batteries, or replace with new batteries if the current ones are low. Here's a video showing how: How to Change the Batteries in a Sesame

6) Unregister and re-register your Sesame. Here's a tutorial for how to do so: How do I remove/unregister Sesame from my app? Then, manually reset your Sesame: How do I reset my Sesame manually? Once you've reset your Sesame, you'll be able to add your Sesame again and set it up like new. Please note you will need to re-add any guests or managers.

Hopefully one of the tutorials above will solve your issue with your Sesame. If not, please email sesame@candyhouse.co and provide the following information:

1) Order #
2) Your Sesame account email
3) A video showing Sesame malfunction (please provide a link if your file is over 20 MB)

Thank you! - CANDY HOUSE

[suzukiro]

I’m having the same problem every few days(!!!!)

When I open Sesame’s cover, I notice the blue light is not blinking (is this normal?)

After I remove and replace one of the batteries (the same battery, not a new one), everything including wifi connectivity works. And the blue light blinks intermittently.

Is this fixable with a firmware update?

[suzukiro]

Replying to my own post,

make that 15 minutes, not a few days: I was just locked out, but luckily had a physical key with me.

[cim]

Sorry about that! The blue light should remain blinking intermittently in order for Sesame to broadcast its Bluetooth signal. It sounds like there may be an issue with your Sesame.

Have you tried unregistering and re-registering your Sesame? Here's a tutorial for how to do so: How do I remove/unregister Sesame from my app? Then, manually reset your Sesame: How do I reset my Sesame manually? Once you've reset your Sesame, you'll be able to add your Sesame again and set it up like new. Please note you will need to re-add any guests or managers.

If the issue persists, please email sesame@candyhouse.co and include a video of the issue and your order number so we can determine the next steps. Thanks! - CANDY HOUSE

[suzukiro]

cim, thank you for your response.

I now think it's a battery-coming-loose issue. Noticing the blue light wasn’t blinking, I was going to replace the batteries with new ones, but accidentally pushed the batteries in (further than their natural position), and the light started blinking again.

So, I placed some styrofoam inside the cover to keep the batteries firmly in place, and so far it’s working fine! (My Sesame is positioned with the flat side down.)

[cim]

Thanks for the update, glad to hear it's working now! If you have any questions or concerns regarding Sesame in the future, please email us at sesame@candyhouse.co so we can help! - CANDY HOUSE

[suzukiro]

I’m now pretty certain it is a battery-not-staying-in-place issue.

I thought I had it solved, but it seems the battery had been pushed too far in (maybe?), and after a while, it gets stuck on “Sesame found!” again. I have tried keeping the batteries in place with masking tape, brand new batteries, etc​

[cim]

Oh no, sorry to hear it! Can you email your order number to sesame@candyhouse.co so we can check the warranty status on your Sesame? Thanks so much! - CANDY HOUSE

[ucsdnhp]

I too was having issues with my android devices. the lock with the wifi was working fabulously, however the last few updates have some what broken it. First on wifi and now on bluetooth. Not sure if it's an issue with the new server, I was going to try to see if I can upgrade to the beta firmware but it stalls on initializing the update.

[ucsdnhp]

unpairing the bluetooth seemed to help with the issue there. will update you if the wifi is still being an issue

[cim]

Glad to hear unpairing and repairing the Bluetooth helped! Please feel free to email us at sesame@candyhouse.co if you have more questions or information on the issues you're experiencing. - CANDY HOUSE

[ucsdnhp]

Just wanted to update my post. Yesterday it seem the program was once again working well after a few days of inconsistently connecting via Wi-Fi. I downloaded the last update and it seemed there was an initial hiccup but it connects after at most 2 attempts. Dashboard feature has been working as well.

[cim]

Glad to hear it, and thanks for the update! Please let us know at sesame@candyhouse.co if you notice any issues with new updates in the future, it's important to us to check out these issues and either help troubleshoot or get them fixed as soon as we can so Sesame usability isn't affected. Thanks! - CANDY HOUSE