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E2018: Failed to communicate with software update server

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Justin Wood
  • Edited

I am unable to get past this error.  I can access the Hub and control it from the app, but I cannot edit activities.  Please fix this defect.

Harmony Android App for Harmony Hub Companion.

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Comments

33 comments

Date Votes
  • JanVan Bladel

    Same here. Trying several days already

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  • Phil Bird

    Same issues, can’t sync, and now can’t control my harmony hub from Alexa

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  • Justin Wood

    Logitech support please check and test your software update servers.

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  • Lokesh

    Dear users,

    Accept my apologies for the inconvenience faced. We have forwarded this to our engineering team and they are working on this issue. I'll get back to you once I received an update from them. Until I request your patience. Thanks for your understanding.

    Thanks,
    Lokesh

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  • DragonMe

    Yup same here. Hope to see a fix soon

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  • Patrick Meldrum

    Not to pile on unnecessarily, but we are having the same issue which started a few days ago.  This is obviously affecting all hub users.  Please keep us updated and provide a solution as soon as possible.

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  • Thorsten Retzbach
    • Edited

    Same here. No Connection to the server 😢I Hope you can fix it ASAP Thx

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  • Darin1545

    Same issue here.  Seems to also be related to Alexa skill stopped working & cannot control from out of home (mobile data).

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  • Lokesh

    Dear Customers, 

    Can you please try to Sync the remote using the MyHarmony Desktop Software and check if that resolves the issue.

    If you don't have a PC or facing any issues in Syncing the remote with the MyHarmony Desktop Software, then please try the following steps to see if that helps. 
    1. Clear Harmony App Data/Cache
    2. Factory Reset the Harmony Hub.
    3. Launch the Harmony Mobile App.
    4. Login with an existing account.
    5. Restore the account and make a Sync.
    Thanks,
    Lokesh
     
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  • Thorsten Retzbach

    It works fine now 🤗Thanks for Your Support. The Alexa Skill works also. Factory Resett was the Solution

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  • Darin1545

    How to clear app cache on iOS?  Delete the app and reinstall?

    I can't believe the solution is a factory reset.  That seems pretty extreme for something that seems to have broken on the cloud side.

    I had seen some people on reddit say that factory reset helped, but didn't completely fix things.  I guess I'll see if I can find time tonight to mess with it.

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  • JanVan Bladel

    Yeah it works fine now. Thank for the solution

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  • DragonMe

    Yes everything works again.

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  • Paul Mindemann

    This reset worked for me... but it's a shame it's necessary. Certain devices (like Nvidia Shield) basically require a complete reset with this method.

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  • Justin Wood

    It would be good to understand what occurred.  Was it a defect or lack of server or network resources ? Did Logitech try to reduce infrastructure costs perhaps ?

    I am now seeing another issues E2010.  This error is annoying but not a show stopper.

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  • Ashley Ulwelling

    I did the factory reset but the windows software hangs at 90% trying to set up the hub so now I'm back to three different device remotes because the software won't let me use my hardware. I'm very disappointed and frustrated.

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  • Brian Spurr

    I had the same error and tried to factory reset, now it when I try to set it up I can't get past the initial setup stuff (both PC and iOS).  Whole system is completely out of commission, is there any timline on when this is going to be resolved or is my remote useless now?

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  • Lokesh

    Hi @Justin Wood,

    It may only be a short-term problem. Could you kindly give making a sync another shot? If the problem persists, submit the logs and let me know the logs submission date and time to troubleshoot further.

    @Ashley Ulwelling & Brian Spurr,

    Please try the steps referred this link and these should solve your problem.
    https://support.logi.com/hc/en-us/community/posts/10132093671703-Alexa-and-Google-Home-not-working-Getting-error-E2018-when-syncing-the-remote

    Thanks,
    Lokesh

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  • Brian Spurr

    UPDATE: I was able to get mine restored but only by using the desktop app to do it (mobile would hang when trying to setup).  IFTTT is still not working unfortunately.  Appreciate the response Lokesh!

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  • Ashley Ulwelling

    Update: I was also able to configure the hub using the Windows app.  No longer seeing the hang at 90% problem.  Thanks for posting the update!

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  • Michael Newsome

    Fix it

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  • Justin Wood
    • Edited

    Speculating as we have no information from Logitech but I am guessing they reconfigured or reduced server capacity / costs as they wind up the product. I was able to resurrect my remote but I was still seeing other intermittent server errors.

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  • Justin Wood

    Tell us what went wrong Logitech so that we can more quickly raise and have it resolved next time it occurs.

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  • StefanStrandberg2934

    Are there any plans to actually fix this in a manner that doesn't force users to jump through hoops?

    It's great and all that you decided to stop making new harmony remotes, but you've effectively broken all the ones that you previously sold.

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  • Dwayne Kingry
    • Edited

    This is still happening after resetting the hub and clearing the app data and cache. I cannot edit or add an activity. It fails when checking hub firmware.

    E2018: Failed to communicate with Software Update Server

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  • Whale Watcher

    Same problem for over a week. I'm afraid to reset and lose the connections to all my other devices.

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  • Dwayne Kingry
    • Edited

    Same. Today I bit the bullet and reset the remote, uninstalled and re-installed the app, and readded the hub from scratch. It worked but only after multiple tries. Took forever but was finally able to edit and add new activities. The server connections are insanely slow. I don't think I'll be buying any Logitech remote products anymore. Definitely nothing from any vendor that requires "cloud" connectivity anymore that can be bricked on a whim of the vendor with no warning. A Happy Thanksgiving from Logitech.

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  • Sohail Ahmed

    Please fix this, not sure why it takes so long to bring the firmware host back up. Or release a patch that doesn’t check for firmware updates on every update.

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  • Philip Schneider

    Fix it!! Will factory reset mean losing all devices/activities??!

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  • Phil Unger

    I just did the reset on my hub last night and it worked great.  As long as you previously had synced that setting should be available to backup into your hub after the reset.  You can then make the changes that you need to.  This worked for me anyway.  I already had all the latest firmware and software installed too. Hope this helps.  Just hold the pair/reset button on the back when you plug in the power cord….Good Luck

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