I have only just bought my Home Assistant and downloaded the app and followed the instructions to get started but it never gets past giving me the message “You’re disconnected”. I’ve tried quitting the app and rebooting the box, but same result, just hitting “Retry” again and again.
What exactly did you buy?
Have you tried to connect to it using a web browser?
Sorry, should have been more specific I bought the Home Assistant Green. I found I was able to see it from the web browser account page. I uninstalled the Home Assistant app and reinstalled it … same result.
So browser works, companion app doesn’t. Android or iOS?
Correct. iOS.
Go to config/ip_bans.yaml and confirm there are no IP addresses listed. If there are then delete them, save the file and restart HA.
Also, tell us about your network.
How is HA connected?
Are you using a guest wifi network to connect your phone?
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Hey thanks for neing so helpful here. I’m not very well versed in this stuff, so I don’t know where you are talking about going to config/ip_bans.yaml. Is that in Home Assistant on the web? I’ve looked in Developer tools and found “Check and restart” and “YAML configuration reloading” and a list of things you can check and uncheck but can’t see a likely place. HA is connected by ethernet cable to our unmanaged gateway. I have a home network that my iPhone connects to with a password, not as guest.
There is a Home Assistant Operating System Update available… is that something that will install on the HA Green box if I update it?
No it is a file directory on your Green where your configuration files are kept. There are a number of ways to access this probably the simplest is with the file editor add-on.
https://www.home-assistant.io/common-tasks/os/#installing-and-using-the-file-editor-add-on
I have been using ChatGPT to troubleshoot and everything has failed. This includes reinstalling the OS with micro SD card and removing all the data as well as the app from my iPhone. It’s starting to go round in circles at this point, so I have been fairly thorough.
I have installed the file editor add-on as you suggested and don’t see anything that matches “config/ip_bans.yaml” in the file system. The nearest thing I do see is “/homeassistant/configuration.yaml” but that isn’t very close to what you’re referring to. Digging around in the file system via the editor I am seeing some concerning things like this in the logs (I’ve replaced my ip address with TEXT):
2025-09-10 17:04:10.802 WARNING (MainThread) [homeassistant.components.http.ban] Login attempt or request with invalid authentication from [MY PHONE’S IP ADDRESS] ([MY PHONE’S IP ADDRESS]). Requested URL: ‘/auth/token’. (Mozilla/5.0 (iPhone; CPU iPhone OS 18_6_2 like Mac OS X) AppleWebKit/605.1.15 (KHTML, like Gecko) Version/18.6 Mobile/15E148 Safari/604.1)
So could it be that some authentication failure is happening? And why would that be?
I SOLVED IT. It turns out that VPN being on and Norton Safe Web Browsing on prevents connection to HA Green. Next step is to figure out how to get Norton and HA to play nicely together. I’m mentally exhausted after all that.
Shame you did not mention the VPN.
Please don’t. It was trained on outdated and poisoned data (bad examples and failed configs posted to the forum) so it constantly bullshits you. Until you can recognise when it is making things up it will only confuse you further. And when you can recognise it is bullshitting you then you will know enough about HA to not need it.
A good example for other Green users that may be having similar difficulties and have done a forum search.
Just wondering why VPN was even in the picture? Wonder if one of the AI hallucinations recommended it?