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Spectrum WIFI profile on iOS, iPadOS, gets deleted every time device is shutdown/restarted.

toolman1990toolman1990 Posts: 169 ✭✭✭✭
edited July 25 in My Spectrum App Jul 24, 2021

Spectrum WIFI profile on iOS, iPadOS, gets deleted every time device is shutdown/restarted.

Best Answer

  • James_MJames_M Posts: 2,999 ADMIN
    Aug 22, 2021 Accepted Answer

    @toolman1990

    Sorry for the delay. The app team is aware of this issue, look for a fix in a future update.

Replies

  • James_MJames_M Posts: 2,999 ADMIN
    Jul 27, 2021

    Which model iPad are you using and what is the OS installed?

  • toolman1990toolman1990 Posts: 169 ✭✭✭✭
    edited July 27 Jul 27, 2021

    James M this happens both on my Spectrum Mobile iPhone 11 Pro 64 GB A2160 iOS version 14.7.1 and on the Spectrum Mobile iPad 8th Generation 32 GB A2428 iPadOS version 14.7.1.

  • James_MJames_M Posts: 2,999 ADMIN
    Jul 27, 2021

    Thanks. Which version of the My Spectrum App is currently installed on each device?

  • toolman1990toolman1990 Posts: 169 ✭✭✭✭
    Jul 27, 2021

    On the iPad 8th Generation it shows My Spectrum app version 9.13 as the latest. On the iPhone 11 Pro it shows the My Spectrum app version 8.29 as the latest version.

  • James_MJames_M Posts: 2,999 ADMIN
    edited July 27 Jul 27, 2021

    Thanks. If you you go to Settings -> General -> Profile, does it show a Spectrum Wifi profile and if you select it, does it show that it is verified?

  • toolman1990toolman1990 Posts: 169 ✭✭✭✭
    edited July 27 Jul 27, 2021

    James M when you install the Spectrum WIFI profile it shows their until you shutdown/reboot the iPhone/iPad and the profile is gone/deleted upon reboot. When it is their it does show verified. But it is annoying that you have to reinstall the profile every time you turn off/reboot device.

  • James_MJames_M Posts: 2,999 ADMIN
    Jul 27, 2021

    Thanks. Next steps would be to remove the profile(s), then delete and reinstall the app, then download the profile again.  After that, try to replicate the issue and let us know if the profile still gets deleted.

  • toolman1990toolman1990 Posts: 169 ✭✭✭✭
    edited July 27 Jul 27, 2021

    Their is no profile to delete since it got removed during reboot. All I can do is reinstall it and once the device is shutdown or rebooted the profile is gone and I have to reinstall it again. I have uninstalled and reinstall the My Spectrum App that did not fix the issue. Once I install the profile it shows verified but as soon as the device is powered off or restarted the profile is gone/deleted.

  • James_MJames_M Posts: 2,999 ADMIN
    Jul 27, 2021

    Thanks. I can reach out to our contacts and see if I can determine any next steps. I can provide an update when I get additional information. In the interim, it looks as if you will need to reconfigure your WiFi profile after restarting the devices.

  • toolman1990toolman1990 Posts: 169 ✭✭✭✭
    Aug 20, 2021

    James_M have you heard anything back and if not do I need to file an escalation ticket for this issue?

  • Julia_RJulia_R Posts: 4,670 Lead Mod
    Aug 20, 2021


    Hello!

    James is away for a few days, I will make sure when he returns he gets back to you!

    Did not want you to think we were leaving you hanging! Hope you are having a good day!

    Julia_R

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