VARILIGHT V-Pro Smart Wi-Fi Supla issue

[modo]

I had a new VARILIGHT V-Pro Smart Wi-Fi replaced as it was randomly switching on or changing brightness. The Supla control on this original one worked fine. The replacement works fine using manual control, however the Supla app/website is unable to control it. The app is reporting the live status (brightness etc) but any attempt to change a setting fails and trying to access the settings gives a message "time exceeded try again". I saw another thread with this error - but in that case manual control did not work - whereas here it does. So I think the issue is with authentication perhaps? I've removed/deleted/reset the device, power cycled etc to no avail. Device seems to have good WiFi strength too.

[pzygmunt]

I have never encountered such behavior before. It looks like something bad is happening. There are two chips in the dimmer. One has Supla software, and the other has proprietary software from Varilight, which controls the power supply and dimming. It looks like something bad is happening in the communication between these two systems. I will forward this post to the manufacturer.

[VariGeorge]

We agree that this is not how the dimmer should be behaving. I'm unsure what would cause this, but we're happy to send you a fully tested version and return postage to get yours back. If you could send us a message on our ticket system we can organise it on there: https://www.varilight.co.uk/help/

[modo]

Thanks all, have raised a ticket.