ATAG Zone app troubleshooting tips

Apple iOS 14.2 bug

I can’t connect my app from my iPhone/iPad to my ATAG Zone:

Apple has just released a software update for iOS that introduces iOS 14.2.
They found a bug in their software and sent us a communication. It is only related to version 14.2. All other versions are not affected.

The bug blocks third party apps (like ATAG Zone) from accessing HomeKit/Airport procedures. As a result of their bug, the ATAG One Zone first pairing procedure fails.

Bug Description: At the beginning of the pairing procedure, the ATAG Zone app will automatically push the Airport procedure to start, which does not start. Right after pressing yes, the screen becomes black and nothing can be done in the app anymore.

The error screen displayed on Apple devices: 

 
Apple iOS 14.2 bug – Work around

This procedure should be applied only while connecting a ATAG One Zone with iOS 14.2, Temporary work-around until Apple fixes the bug.

I can’t update the app:

Uninstall the app by deleting the app off your device. Then search for ‘ATAG Zone’ in your app store (be careful not to download the ‘ATAG One’ app which may appear first in the list).

Download the app onto your device.
The latest version of the app will be installed, and you should now be able to log in with your existing login details.
If your're still having issues, you may also need to reset your ATAG zone device

Reset the ATAG Zone thermostat by:

   

I can’t log in/reset password:

To reset your password please click the ‘did you forget your password’ link on the login page (check junk folder if you don’t see the new password email in your inbox).

Please use a password that meets the requirements below:

• At least 8 characters
• 1 of them a capital
• 1 of them a lower case
• 1 digit
• 1 special character (!@#$%^&*()~ etc.)

If you try to reset your password and receive the message ‘communication error’ this means your email address is not registered in the system and you will need to sign up to create an account. To do this press ‘register’ and follow the steps.

If you are still experiencing issues with the above, please contact us on either 0800 680 0100, available 24/7, or by emailing callouts@atagheating.co.uk.