App is Showing "Incorrect Password" when the Correct WiFi Password was Given (iPhone and iPad Users)

Issue description:

• Continually receiving the "Incorrect Password" message after trying to connect your sensor to your WiFi network, even though you have verified that the WiFi password you entered is correct

How to fix this:

• Update the software version for your iPhone or iPad to latest version. iOS 13.5 is the most recent software update available as of May 20th, 2020.

More details:

If you are using an iOS device (iPhone or iPad), then you may have noticed a recent issue where the "Incorrect Password" message appears after attempting to connect your sensor to WiFi, even though the password you typed was correct. This probably happened either while installing a new sensor, or while you were editing WiFi for an existing sensor. There is a known compatibility issue with the iOS 13.4 and 13.4.1 software updates that were released by Apple in early April of 2020. 

The good news is there is an easy solution to this issue. iOS version 13.5 was just released to the public on May 20th, 2020. This update includes fixes for the compatibility issues introduced in iOS 13.4. All you need to do to in this case is update your iPhone or iPad's software version to iOS 13.5. Here's how you can do that:

1. Check your mobile device's current iOS version. To do this, navigate to Settings>General>About and look for where it says "Software Version"
   • If your device's current software version shows 13.4 or 13.4.1, then continue to the next steps
   • If your device's current software version shows either 13.5 or something lower than 13.3.1, then please contact us directly as this is likely due to something unrelated
2. If your device is currently on iOS version 13.4 or 13.4.1, then updating your phone's software to iOS 13.5 will solve any installation issues
3. To start the update, navigate to Settings>General>Software Update on your device, then select "Download and Install"
   • Your device will provide instructions to walk you through the rest of the updating process.
4. Once the update is complete, navigate to Settings>Bluetooth and find the section titled "My Devices".
   • This will list any Bluetooth devices that your device recognizes or remembers from previous connections. Look for any devices with the name "SimpleSENCE V1.09" or similar.
5. For each "SimpleSENCE V1.09 device you find click on its associated (i) icon (should be on the far right side of the screen), then click "Forget this Device". This will remove the SimpleSENCE V1.09 option from the "My Devices" list.
   • If you see multiple "SimpleSENCE V1.09" devices here, then repeat this process for all of them.
   • If you do not see any "SimpleSENCE V1.09" devices, then skip this step
6. Whenever you are ready, you can now go back into the SimpleSENCE mobile app and begin installing or editing you sensors again. This time you will have no problem configuring WiFi for your sensors!

As always, if you want to contact us directly for questions or walkthroughs, you can do so by clicking here.