Why does a Legacy PowerView® hub still appear registered in the app after I deregistered it remotely?

Summary:
If a Legacy PowerView® Hub is deregistered through RemoteConnect™ while it is offline, the hub may still appear registered in the app once it reconnects. In this case, smart home integrations and RemoteConnect will not work until the hub is deregistered again while online.

Applies To:
Legacy PowerView® (prior to Fall 2022)

• When a hub is offline (disconnected from power or internet) and the user deregisters via RemoteConnect, the deregistration doesn’t fully complete. When reconnected locally, the hub still appears registered in the app.

• In this state:

  • Alexa® and Google Assistant® services are disconnected.

  • RemoteConnect cannot be used to reconnect the hub.

• To resolve the issue:

  1. Connect to the hub locally and confirm it is online (check for No Internet notifications in the PowerView® app).

  2. From Account Settings in the app, deregister the hub again while it is online.

  3. From the PowerView® Account screen, re-register the hub to the same account.

  4. Test a voice scene with Alexa® or Google Assistant®—it should now activate.

  5. Attempt a RemoteConnect login—the hub should now connect remotely.

Note: If the hub is online at the time of RemoteConnect deregistration, the process completes normally and no further steps are required.