Check that your PC is connected to the internet.

[hhuss21]

Hello! Can someone provide some guidance on the issue? When I open the app and it just shows Connect Lost - Check that your PC is connected to the internet.

The PC is connected to the internet and Bluetooth is also enabled. I tired restarting my PC, repairing the program, and resetting the program.

Any help is much appreciated. Thank you!

[DeividA_Intel]

Hello hhuss21,  

Thank you for posting on the Intel® communities. I am sorry to know that you are having issues with the Intel® Unison™ app.

In order to better assist you, please provide the following:  

1. Was the app working before with your computer? When did the issue start?

2. What is the operating system installed as well as the version and build?

3. Did the app come preinstalled on your computer?

Regards,  

Deivid A. 

Intel Customer Support Technician 

[hhuss21]

Hello.

1) No, when I installed it on my computer it wasn't working

2) Windows 11 Pro build 22H2

3) It did not come preinstalled. I downloaded it from the Microsoft Store

Thanks!

[DeividA_Intel]

Hello hhuss21, 

Thanks for the confirmation. In this case, before we continue further, I would like to confirm the following:

1. Did you follow the user guide to set up the Intel® Unison™ app:

• User guide: https://www.intel.com/content/www/us/en/support/articles/000092672/software/software-applications.html

2. What is the brand and model name of your laptop or motherboard (if is a desktop computer)?

3. Just to confirm, when you get the app error, is your computer able to access the internet (Youtube, Facebook, etc)?

4. Are you running the latest version of windows as well as the latest drivers for the wireless adapter?

Regards,  

Deivid A. 

Intel Customer Support Technician 

[DeividA_Intel]

Hello hhuss21,  

After checking your thread, I would like to know if you need further assistance. 

If so, please let me know. 

Regards,  

Deivid A.  

Intel Customer Support Technician  

[DeividA_Intel]

Hello hhuss21,  

I was checking your thread and see that we have not heard back from you.  

I’m going to close your post, but if you need further assistance, please do not hesitate to create a new thread. 

Regards,  

Deivid A.  

Intel Customer Support Technician  

[hhuss21]

Hello.

1. Did you follow the user guide to set up the Intel® Unison™ app:

• User guide: https://www.intel.com/content/www/us/en/support/articles/000092672/software/software-applications.ht...

ZH: Yes, uninstalled and followed the guide. No luck.

2. What is the brand and model name of your laptop or motherboard (if is a desktop computer)?

ZH: HP Elitebook G8

3. Just to confirm, when you get the app error, is your computer able to access the internet (Youtube, Facebook, etc)?

ZH: Yes, able to access all websites

4. Are you running the latest version of windows as well as the latest drivers for the wireless adapter?

ZH: Verified latest version on windows is installed and wireless adapter is up to date.

Many other folks having the same issue on Reddit:

https://www.reddit.com/r/intel/comments/10knhe8/trying_to_set_up_intel_unison_app_says_no/

[DireSteyr]

I'm having the same issue.  I have tried it on three separate PCs, (2x Intel, 1x AMD) and all have internet access.  I can't get past the initial "Connection Lost" screen.  All computers are running 22H2

[DeividA_Intel]

Hello hhuss21, 

Thanks for the information provided. In order for me to investigate this issue further, I will appreciate it if you provide the following:

1. What is the Unison PC App version?

2. What is the iPhone model+ iOS version or Android phone and Android version?

3. What is the mobile Unison app version?

4. Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system.  

• Download the Intel® SSU and save the application on your computer: https://www.intel.com/content/www/us/en/download/18377/intel-system-support-utility-for-windows.html  
• Open the application, check the "Everything" checkbox, and click "Scan" to see the system and device information. The Intel® SSU defaults to the "Summary View" on the output screen following the scan. Click the menu where it says "Summary" to change to "Detailed View".  
• To save your scan, click Next and click Save.  

Hi DireSteyr, feel free to try the steps shared in the post. However, I recommend you open a new thread so you can get proper support.

Regards,  

Deivid A. 

Intel Customer Support Technician

[hhuss21]

1. What is the Unison PC App version? 

10.8.2778.0

2. What is the iPhone model+ iOS version or Android phone and Android version?

iPhone 14 Pro Max / iOS 16.3.1

3. What is the mobile Unison app version?

1.0.2

4. Run the Intel® System Support Utility (Intel® SSU) to gather more details about the system. 

Done

Version

[IsaiahDunphy]

I started a separate thread. But am having the exact same issues as hhuss21. Same phone and software versions too.

[DeividA_Intel]

Hello hhuss21, 

I do appreciate the information that you provided. However, I did not see the report attached to your last response. Can you attach the report to your next response?

Thanks for your comprehension.

[hhuss21]

The report is attached. Thanks.

[DeividA_Intel]

Hello hhuss21, 

Thank you for the information provided 

I will proceed to check the issue internally and post back soon with more details. 

Best regards, 

Deivid A.  

Intel Customer Support Technician 

[DeividA_Intel]

Hello hhuss21, 

Thanks for your patience. Based on your report, your system does not meet the minimum requirements to run the application. You can see the requirements in the following link:

• What Are the System Requirements for the Intel® Unison™ App?: https://www.intel.com/content/www/us/en/support/articles/000092322/software/software-applications.html

Please keep in mind that this thread will no longer be monitored by Intel.  

Regards,  

Deivid A.  

Intel Customer Support Technician