“Internal Server Error” or “Provisioning could not be completed” during setup

Last updated 4 months ago

Overview

If you see an “Internal Server Error” or “Provisioning could not be completed” message when setting up your spa in the Gecko app, it’s likely due to a network latency issue between your router and Gecko’s servers. This problem can occur during the pairing process, right after entering your pairing key in the Gecko App.

What you’ll see

Depending on your app version, you may see one of the following messages:

  • App version below 1.4.3:

    “Internal Server Error”

  • App version 1.4.3 or higher:

    “Provisioning could not be completed. Please unplug the USB cable, plug it back in, and press ‘Try Again’ once the LED turns green.”

Why this happens

The issue is caused by high network latency, when your home internet connection takes too long to reach the Gecko servers. This delay interrupts the pairing process between the in.touch 3 EN module and the Gecko cloud. The problem only affects some users and does not indicate a hardware defect.

How to fix it

A new firmware version (1.5.22) improves how the system handles network latency.
Most devices update automatically once connected to the internet. If you still experience this issue, try one of the following solutions:

Option 1 – Connect directly to your main router

Make sure your in.touch 3 EN module is connected directly to your router’s LAN port.
Avoid using:

  • Wi-Fi extenders

  • Mesh network clients

  • Additional network switches

💡 A direct, wired connection to your main router provides the most stable link for setup.

Option 2 – Try another network

If the issue continues, you can complete the setup using a different internet connection.
For example:

  • Bring the module temporarily to a friend’s or neighbor’s home network.

  • Connect it there to perform the initial setup.

Once setup is finished, return the module to your spa’s location and plug it back into your home network.

⚙️ The spa doesn’t need to be connected for this step, only the EN module requires internet access during initial configuration.

If the problem continues

If you still can’t complete setup after trying these options:

  1. Perform a factory reset on the EN module.
    → How to factory reset the in.touch 3 EN (Home) module

  2. Reconnect the module directly to your router and try setup again.

  3. If the error repeats, contact our support team for assistance