General Troubleshooting
What to do if problems occur?
First Steps
Should an issue arise during device enrollment, you will have the option to reset the device and try again after approximately 30 minutes.
If any of the steps should fail, please wait 15 minutes and try again.
Contact Options
Email Support
You can reach us anytime via email at it-support@hausgross.de.
Phone Support
If you are unable to send an email, please call our service provider at +49681 96767 349.
Important Note
Please only contact George if the previous steps have not worked.
Important Note about IT Support
Do not contact Greencells GmbH IT. They cannot help you with this setup.
Common Problems and Solutions
🔋 Power Supply Issues
- Ensure the device remains connected to power throughout the entire setup
- Use only the supplied power adapter
- Never disconnect power during setup
🌐 Wi-Fi Issues
- Check the stability of your Wi-Fi connection
- Avoid hotel or bar Wi-Fi
- Ensure no data limits are in place
📱 Authenticator App Issues
- Ensure Microsoft Authenticator app is installed
- Check that your smartphone is sufficiently charged
- Scan QR codes in well-lit environments
⏱️ Timeouts
- Maximum wait time between individual steps is 3-5 minutes
- If a step takes longer, wait at least 15 minutes before restarting
- Complete the setup without interruption
Before Contacting Support
Before contacting support, please check:
- ✅ Have you completed all preparation steps?
- ✅ Is your Wi-Fi connection stable?
- ✅ Is your device sufficiently charged/powered?
- ✅ Have you installed Microsoft Authenticator?
- ✅ Do you have the correct credentials (@gc.dev)?