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Unresponsive support


MarioLanning

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I have been calling, and have submittted a support ticket and have yet to get anything. I have even posted on the forum and have yet to get an answer. The ISY994i has to be the slowest thing ever. Adding a button onto a scene with one other device take upwords of 30 minutes even with the devices pluged into the same outlet as the PLM. Not worth it to me, to test one IR button can take days, and 90% of the time it does not work. The suposed features may be nice, but its usless without responsive support and the painfull time it takes to get anything done. Back to a basic insteon hub, on off is pretty much all it has but at least it works.

I have come to this conclusion several times in my ISY career. Later I always find something that I messed up. You sound very frustrated and it becomes hard to keep focused on a fix at times when this happens.

 

One of the most common problems that happens is programs creating oscillating loops that can tie ISY up in a program loop as fast as it can go.

 

People here will help you to resolve this as I can assure this is not typical of ISY. If this was happening to everybody with an ISY I would be here and would still own a Hub and HomeSeer 2/3.

 

Can you view your programs on the program tree and watch icons for changing colours quickly?

 

Do you know how to view your logs, and error logs, and/or post them here?

 

Do you know how to record an event log using level 3 so that people can analyse it to start you on the road to recovery?

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I have come to this conclusion several times in my ISY career. Later I always find something that I messed up. You sound very frustrated and it becomes hard to keep focused on a fix at times when this happens.

 

One of the most common problems that happens is programs creating oscillating loops that can tie ISY up in a program loop as fast as it can go.

 

People here will help you to resolve this as I can assure this is not typical of ISY. If this was happening to everybody with an ISY I would be here and would still own a Hub and HomeSeer 2/3.

 

Can you view your programs on the program tree and watch icons for changing colours quickly?

 

Do you know how to view your logs, and error logs, and/or post them here?

 

Do you know how to record an event log using level 3 so that people can analyse it to start you on the road to recovery?

I understand issues that I may have created, but the system has not ben touched in a very long time. I mearly went into it to finaly configure the IRLync reciver and transmitter. Every button I add takes hours to process. Im most upset with universal devices. 5 phone messages over the past 6 months, no a single one returned. 3 tickets on thier web prtal, all unanswerd. I shouldent have to rely on 3rd parys to support  product that was suposed to come with support.

 

I spent 1.5 hours on hold with Smarthome with a very annoying repeat loop of the same out dated message.. end result, they are replacing my PLM that is less than a year old. Also suggested a phase bridge which I ordered.

 

I spent the day mucking with getting one 8 button stwitch back in the system and it is still trying to add it back after I blew away my PLM in the ISY.

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Hello Mario,

 

Can we start with one problem item like the switch and get that squared away first?

 

If you're having issues with the PLM this would indeed cause related delays in adding any hardware as the ISY is simply a controller that helps add, delete, create scene relationships.

 

If the PLM is dying and losing links etc this will cause untold grief which are not related to the ISY.

 

 

Ideals are peaceful - History is violent

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4.3.26 is partly to blame, there appears to be a bug in the admin.jnip. If a process takes a LONG time and you click into another window, the status bar vanishes and the status flag on the bottom goes to green and says ready. giving you false hope it was done. And if you think its done and then go to say, unplug something like the PLM to move it, or a device its writing to.. well we all know it pretty much blows it away. I have figured out that I never trust the green flag, exit the applet and go back in, or plug in a cree LED light, if it flickers, the ISY and PLM are busy.

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MarioLanning,

 

1. I am sorry to hear

2. As I mentioned to a response to your support ticket today, we have zero records of any permutations of your name (in the ticket), your email address, and your phone in any of our databases

3. You didn't respond to our email today. So, please check your junk mail and perhaps everything has gone there

4. Steve already got a hold of you and it seems that the ticket is closed

 

With kind regards,

Michel

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