# Pro update / connection failed **URL:** \ **Category:** General\ **Created:** [June 17, 2020, 3:02pm UTC](https://community.anovaculinary.com/t/pro-update-connection-failed/26293 "2020-06-17T15:02:39Z")\ **Posts on this page:** 9\ **Page:** 1
**Author:** ![dbxela](https://sea2.discourse-cdn.com/flex016/user_avatar/community.anovaculinary.com/dbxela/32/6880_2.png) [@dbxela](https://community.anovaculinary.com/u/dbxela)\ **Post date:** [June 17, 2020, 3:02pm UTC](https://community.anovaculinary.com/t/pro-update-connection-failed/26293/1 "2020-06-17T15:02:39Z")
Just got the Pro, followed the connection flow. It has connected to my router, but the connection flow requires software update, and device has frozen showing: wifi on 0.0 c 322.0 c [blank] This was after a few moments where the top display cycled numbers briefly like it was doing something. All buttons are unresponsive. I can ping it successfully from my PC so its on my network, but the app won’t connect. It now asks for a code, which I don’t think the Pro is supposed to (it didnt the first time), which I cant get if it were available because the buttons are dead anyway. Any ideas? I have already turned everything on and off and reinstalled apps and restarted mobiles and tried an apple instead of my pixel. I also tried CS chat, but its hours between replies. I can’t find a UK phone number. ---
**Author:** ![chatnoir](https://avatars.discourse-cdn.com/v4/letter/c/ecd19e/32.png) [@chatnoir](https://community.anovaculinary.com/u/chatnoir)\ **Post date:** [June 17, 2020, 3:43pm UTC](https://community.anovaculinary.com/t/pro-update-connection-failed/26293/2 "2020-06-17T15:43:25Z")
db, will your new Pro operate in manual mode after a reboot? You might want to start there while waiting to sort out remote control. ---
**Author:** ![dbxela](https://sea2.discourse-cdn.com/flex016/user_avatar/community.anovaculinary.com/dbxela/32/6880_2.png) [@dbxela](https://community.anovaculinary.com/u/dbxela)\ **Post date:** [June 17, 2020, 4:22pm UTC](https://community.anovaculinary.com/t/pro-update-connection-failed/26293/3 "2020-06-17T16:22:35Z")
Thanks for the suggestion, it did not. CS eventually said its probably broken, I’ll return. ---
**Author:** ![chatnoir](https://avatars.discourse-cdn.com/v4/letter/c/ecd19e/32.png) [@chatnoir](https://community.anovaculinary.com/u/chatnoir)\ **Post date:** [June 17, 2020, 4:55pm UTC](https://community.anovaculinary.com/t/pro-update-connection-failed/26293/4 "2020-06-17T16:55:22Z")
How disappointing, - better luck next time. Let us know if you need any support with your first few cooks. ---
**Author:** ![YC5](https://avatars.discourse-cdn.com/v4/letter/y/35a633/32.png) [@YC5](https://community.anovaculinary.com/u/YC5)\ **Post date:** [June 25, 2020, 1:22am UTC](https://community.anovaculinary.com/t/pro-update-connection-failed/26293/5 "2020-06-25T01:22:24Z")
db, I had a exact same issue, how long did it take before they reply you? I requested for replacement but haven’t heard anything from them after one week ---
**Author:** ![dbxela](https://sea2.discourse-cdn.com/flex016/user_avatar/community.anovaculinary.com/dbxela/32/6880_2.png) [@dbxela](https://community.anovaculinary.com/u/dbxela)\ **Post date:** [June 25, 2020, 10:35am UTC](https://community.anovaculinary.com/t/pro-update-connection-failed/26293/6 "2020-06-25T10:35:50Z")
It took me most of the day to get through the web chat - which is probably better done via email. But as soon as they told me to do the return, and I completed the form, everything went quickly. I have a new device now and it connected as it was supposed to. ---
**Author:** ![dbxela](https://sea2.discourse-cdn.com/flex016/user_avatar/community.anovaculinary.com/dbxela/32/6880_2.png) [@dbxela](https://community.anovaculinary.com/u/dbxela)\ **Post date:** [June 25, 2020, 10:37am UTC](https://community.anovaculinary.com/t/pro-update-connection-failed/26293/7 "2020-06-25T10:37:59Z")
I got the automated response to the return form, then another automated email that asks if i tried the help steps, so I quickly replied to that with more details, and they confirmed shipping a new one 2 days later. ---
**Author:** ![HS0917](https://sea2.discourse-cdn.com/flex016/user_avatar/community.anovaculinary.com/hs0917/32/6793_2.png) [@HS0917](https://community.anovaculinary.com/u/HS0917)\ **Post date:** [October 10, 2020, 10:29am UTC](https://community.anovaculinary.com/t/pro-update-connection-failed/26293/8 "2020-10-10T10:29:24Z")
Hi. I’m encountering the same problem. Did yours got resolved? ---
**Author:** ![dbxela](https://sea2.discourse-cdn.com/flex016/user_avatar/community.anovaculinary.com/dbxela/32/6880_2.png) [@dbxela](https://community.anovaculinary.com/u/dbxela)\ **Post date:** [November 6, 2020, 8:41am UTC](https://community.anovaculinary.com/t/pro-update-connection-failed/26293/9 "2020-11-06T08:41:13Z")
Yes, they sent a new device, which worked.