FGLair - iOS 11 Pairing and Registration Issue

This article summarises Service Bulletin RAC-0078 covering an FGLair mobile application issue that occurred after the iOS update from iOS 10 to iOS 11.

Quick Answer
  • Product: RAC Wi-Fi
  • Application: FGLair
  • Affected platform: iOS 11
  • Issue: Manual pairing / user registration may not complete correctly.
  • Customer impact: The Wi-Fi adapter may not register to the user account, preventing control from FGLair.
  • Initial response: Resume registration from the point where it stopped.
  • If unsuccessful: Initialise the Wi-Fi adapter and repeat registration using the prescribed procedure.

Problem Description

After FGLair was updated for iOS 11, a pairing and password-input issue could prevent a Wi-Fi adapter from being registered to the customer's FGLair account.

The registration process could behave differently from the procedure shown in the user manual.

Known Symptoms

  1. While manual pairing is in progress, the application may move to a different screen when the user opens the iOS Wi-Fi settings / Wi-Fi adapter selection screen.
  2. After selecting the router and entering the Wi-Fi password, a screen not shown in the manual may appear.
  3. The registration process may then fail to complete.

Occurrence Conditions

The bulletin identifies the following conditions:

  • The customer is using an iPhone or iPad running iOS 11, including devices upgraded from iOS 10.
  • A new pairing is being performed between the Wi-Fi adapter and router.
  • Registration is being carried out in manual mode.

Cause

The issue was associated with the major Apple operating system update from iOS 10 to iOS 11, released on 20 September 2017.

Customer Impact

Impact: If the Wi-Fi adapter cannot be registered to the user's account, the air conditioner cannot be operated through FGLair.

Applicable FGLair Versions

DestinationApplicationVersion
World - Other than ChinaFGLair2.2.6 (227)
ChinaChina-market application1.3.6 (39)

Market Response / Recovery Procedure

If this issue occurs:

  1. Continue registration from the point where the process stopped.
  2. If registration still cannot be completed, initialise the Wi-Fi adapter.
  3. Repeat the registration process using the prescribed pairing procedure.
Support guidance: Confirm the customer's iOS version and whether the issue occurred during a new manual-mode pairing before treating the Wi-Fi adapter as faulty.

Service Troubleshooting

  1. Confirm the customer is using an iPhone or iPad running iOS 11.
  2. Confirm the issue occurs during manual-mode registration.
  3. Confirm the phone/tablet is connected to the intended Wi-Fi network.
  4. Attempt to resume registration from the point where it stopped.
  5. If unsuccessful, initialise the Wi-Fi adapter and repeat pairing.
  6. Confirm the adapter has been successfully registered to the user's FGLair account.
  7. Confirm the air conditioner can then be controlled from the application.

Original Bulletin Reference Images

RAC-0078 FGLair iOS 11 pairing issue reference image

RAC-0078 FGLair iOS 11 pairing issue reference image

RAC-0078 FGLair iOS 11 pairing issue reference image

Source: Fujitsu General Service Bulletin RAC-0078.