hello, do you mean that the remote and hub are unpaired unexpectedly? If yes, Per the issue, suggest pls open the app and connect to the hub first. After connecting to the hub, operate Me----X1 settings---pair with a new X1-Remote in the app, the hub pairing function will be enabled, suggest press the right button of the remote at first , then press the off button, hold them around 5-6s until the pairing appears in the remote screen, any difference? And may I know what happened before the issue occur?

hello, Do you mean that you can not connect the hub via the android app? If yes, pls kindly install our latest android app which has fixed some bugs and check if the problem could be solved or not, tks Looking forward to your response

Sorry for the inconvenience, per the issue ,pls kindly provide your amazon order number and a problem video to our email account Service@sofabaton.com, our after-salea tema will help you solve it asap, tks

Sorry, U1 does not support clone the setting from the old remote to the new one .

hello, pls re-add the device via searching Brand：VirginMedia Model：360, any difference?

sorry, abouty your device Samsung Model: SP-LSP7TFAX, I feel so sorry to tell you that our technical staff did not find the codes in the database library. Suggest kindly try to use bluetooth mode or manual learning mode to check if could make your device work well or not. For Bluetooth control devices, please refer to the following steps: Add Bluetooth device: first, add the corresponding Bluetooth device in the APP (if you can't find your device, you can try to select ''other''), then use the original remote control to control your device, enter the Bluetooth search menu, find the SofaBaton X1, and then click Connect. Manual learning mode, 1.Enter the information for your device. 2.Enter the name of the key you want to learn 3.Follow the instruction in the app to learn form the original remote When learning, the original remote should be pointed toward the circular icon, at a distance of 3-5 inches and perpendicular to the hub surface,

The problem of mesh routing cannot be found has been solved after the firmware upgrade on 4/28. Per the issue, we suggest pls share a hotspot with another mobile phone, use this hotspot as a router, connect both the HUB and the mobile phone to this hotspot, and then see if the hub can be added or not, If yes, then you can update the firmware of the hub and remote at first. After updating the firmware, pls kill the app, unplug and plug the hub immediately , then wait for 5 minutes and open the app to and use your own home network to connect the hub . FYI, Hub only support 2.4ghz, pls make sure the hub and phone connected to the same router. And do not suggest enable vpn which will effect the hub connection as well, tks.

hello, pls add the device via searching Brand：LG Model：OLED65CXPUA-1, and check if the problem has been solved or not.

Sorry for the inconvenicne , will pass the feature you mentioned to our engineers team for reference. tks for your support

hello, pls provide the specific model of the LG to us, then we can check the database for you, tks