It's common for the basement and inside controller/phone software to work, or not, differently. Usually as I've seen in this forum, the basement doesn't always work but BMPro does. That's how my 5er is. Sometimes the basement works and sometimes not. The phone app and BMP always works for me.
I recently learned the BMPro panel inside is actually a google android tablet. Connect it to the internet then bring up the google playstore on it, look to update the software like you would any android. Yesterday I found many things that needed updates. Hopefully you just need an update.
Look at the bottom of the screen for the standard android menu controls. These look sort of like the image below. Press the middle one to return to home page, then swipe down from the top right to get to settings to connect it to the internet.
After your updates, then launch the BMPro app and try it again.
Here's a Help Guide that shows how to 'clear app data' https://teambmpro.com/wp-content/upl...g-App-Data.pdf