Resideo has identified an issue with some Total Connect 2.0 passwords. Apple iOS users on firmware version 17.6.1 may be unable to log into the Total Connect 2.0 app due to certain special characters. Passwords containing a plus sign (+) or exclamation point (!) will cause a login failure.
This issue can also affect account usernames. However, since we typically use the customer’s email address as the username, it’s rare for these special characters to be present. After we reported a customer who suddenly couldn’t log into their account, Resideo informed us of this issue. Interestingly, we tested a login using an exclamation point (!) in the password on iOS version 17.6.1, and it worked for us, so the information remains somewhat unclear.
If your password worked before but no longer does after updating your iOS device, or if you’re a new TC2 user on iOS and can’t log in after creating an acceptable password, the only option is to change your password.
- Go to the Total Connect 2.0 login page.
- Accept Cookies if prompted. Until you do, you won’t be able to successfully perform Step 3 and Step 4 below.
- Click “Problems Signing In?”
- Click on either “Forgot Username” or “Forgot Password”.
- Follow the prompts to reset either your username or your password. If you need to reset both, you’ll have to first reset one, and then follow these same steps to reset the other credential.
- Once you’ve created both a Username and a Password without a plus symbol (+) you should be able to log in.
As you can see from the password reset screen, both a plus symbol (+) and the exclamation point (!), which we have verified will work, should be acceptable special characters:
HTML browser logins are not affected, nor does the issue affect Android devices. This is strictly an issue with Apple iOS devices, and as far as we know, only with firmware version 17.6.1. An iOS user who does not want to change their username or password can elect to use a browser to access their Total Connect 2.0 account instead.
This issue will likely be resolved, but whether the fix will come from Resideo through a TC2 update or from Apple via an iOS update is uncertain. If we receive any updates, we’ll post them at the top of this page, so stay tuned!
