Tks for your detail information, if you do not mind, could you pls send a email to Service@sofabaton.com? Then we can follow the case easier for you and let you know the progress of the case

As usual if there is new firmware, the app will pop prompts, if there is no prompts which mean you have done it, Per remote can not connect the hub, 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.

hello, last week we issued the firmware of the hub V11 which is not the remote firmware.

hello, our engineers team has repaired the database, pls re-add it via searching Brand: Arris Model: DCX960 and check if the new database could work well or not, tks

Checking, will get back to you soon

hello, sorry to bother you, still not receive your response, may I know whether the problem has been solved orr not?

hello, may I know whether you could connect the hub accorodng to the suggetsion we sent ? If still no help, suggest pls kindly send a picture to our Service@sofabaton.com then we can see which step in the app has been stuck. And p[ls kindly tell us the brand, model of the phone and router you use. BY the way, pls kindly let us know the operation system of your phone as well, then we can analyze the issue for you accurately.

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