Troubleshooting Control4 Connect registration issues

In most cases, registration issues come from the customer's Control4 account not matching the Control4 dealer account linked to your OvrC account. Below are possible issues, what causes them, and how to fix them.

Incorrect primary controller

OvrC Customer Locations can have one primary Control4 controller. If you need to remap to a different controller:

  1. Disable network scanning in the OvrC Location by going to Categories > Remote Management > Configuration > Scan Frequency.

  2. Unregister/remove the director controller from OvrC on the Categories page > Control & Automation > Manage.

    Click Unregister.

  3. Click Categories.

  4. Click Start New Project.

  5. Click Control4 Project.

  6. Select the controller.

    Note: Only one primary controller can be added per location.

  7. Click Set up and Register.

  8. Initiate a Customer Handoff. Read How to hand-off a Control4 Customer in OvrC for specific instructions.

  9. Go back to Categories > Remote Management > Configuration > Scan Frequency to turn Network Scans back on.

    Note: OvrC Pro Network Scans automatically map registered controllers as the primary controller. If there are multiple registered controllers, it sets the first one it sees as the primary.

Wrong Control4 account

If you see the wrong account, unregister the controller in OvrC, delete it, create a new location then claim and register the controller to the correct Location.

Dealer account is different than the account linked to the OvrC account

When adding the Control4 controller you'll see a red message saying that the Dealer does not have access to this particular account.

Ask the cusomter to change their Smart Home Pro. Read the How to change a Smart Home Pro for more information.

Invite to Subscription Plan button is greyed out

Below are possible reasons that the Invite to Subscription Plan option is greyed out:

  • If Connect is not yet available in your region.

  • If the controller is offline.

  • If the controller is not running OS 3.3.1 or higher.

  • If the controller is not registered in OvrC. Verify by going to the Categories tab > Control & Automation. Click Manage, then Register.

    If there's no information about the project, delete the controller from the Location and add it back.

  • If you already have a Connect subscription. In this case, go to the Control4 mobile app > Settings and turn off Auto-Renew. After the subscription period ends you can add a Demo Plan.

  • If the controller is registered but hasn't been handed off yet. You'll see a "temp+" email on the Categories page. To fix this issue:

    1. Disable network scanning in the OvrC Location by going to Categories > Remote Management > Configuration > Scan Frequency.

    2. Unregister/remove the director controller from OvrC on the Categories page > Control & Automation > Manage.

      Click Unregister.

    3. Verify the Dealer of Record in OvrC matches the Dealer of Record in customer.control4.com. If they don't match you'll need to update the dealer of record (Smart Home Pro) in customer.control4.com. Read the How to change a Smart Home Pro for more information.

    4. Create a new OvrC Location and claim the controller in that new Location. The Location can be under the same Customer account. Read Best Practices: Configuring OvrC Locations if you need help with this process.

Emails aren't received

If you're not receiving invitation emails:

  • Check for any typing errors.

  • Check junk/spam folders.

  • Check for a dash character (-) before the @ in the email address. This was a common practice for email extensions that is no longer supported by many email servers, including the OvrC server. Change the email address.

    In the Control4 account, change the email address to use a plus character (+) instead of a dash. This extension method is supported by the OvrC server.

OvrC Errors

Below are possible error messages you may receive while trying to invite a customer to Control4 Connect.

You have chosen...poorly.

Either the Control4 account is not under the same Dealer of Record as the account tied to your OvrC account or the controller is registered in OvrC, but not in a condition that requires Connect. To fix this:

  1. Disable network scanning in the OvrC Location by going to Categories > Remote Management > Configuration > Scan Frequency.

  2. Unregister/remove the director controller from OvrC on the Categories page > Control & Automation > Manage.

    Click Unregister.

  3. Verify the Dealer of Record in OvrC matches the Dealer of Record in customer.control4.com. If they don't match you'll need to update the dealer of record (Smart Home Pro) in customer.control4.com. Read the How to change a Smart Home Pro for more information.

  4. Create a new OvrC Location and claim the controller in that new Location. The Location can be under the same Customer account. Read Best Practices: Configuring OvrC Locations if you need help with this process.

Unable to add the device in OvrC "Verify the information you entered is correct and confirm the device is online. Please try again."

Verify the MAC address you entered is correct. If it is, that means the controller is already registered to a Location in OvrC. Go to that Location, turn off Network Scanning, then delete the controller from the Location and add it to the new Location.

"Something Went Wrong" on the OvrC Categories page.

This means there's a disconnect between OvrC and Control4 regarding the Dealer of Record. Perform a Dealer of Record change on customer.control4.com to ensure the Customer account is linked to the same Control4 account linked to your OvrC account. Read the How to change a Smart Home Pro for more information.