ISY Portal says device is offline

[rafarataneneces]

My ISY Portal says devices is offline since 5:05 AM.

I checked it around 5:20 AM

 

I can use Network Resources just fine

 

In my Configuration / Portals tab I see

 

Portal Integration - UDI

Online Registered

 

Active Services

Myusername Registered

[hum099]

Mine is also offline

[hum099]

Actually mine does show online but I cannot connect to the web console and all devices and programs are not available.

[Michel Kohanim]

Hello all,

 

Please do let me know whether or not you still have this issue. We did have a maintenance release but it shouldn't have caused these issues.

 

With kind regards,

Michel

[hum099]

I'm still having the issue with MobiLinc. It does not seem to connect. If I click on a device it's says authentication error. It worked fine yesterday.

[Michel Kohanim]

Hi hum099,

 

How about a regular browser to https://my.isy.io?

 

With kind regards,

Michel

[hum099]

I can get to it through the web browser. I cannot get by mobilinc through the portal.

[rccoleman]

I saw the same issue this morning at the same time, but it's been resolved. When I first noticed it, my ISY was showing that it was connected to the portal and I was able to get to my.isy.io, but the portal said that my ISY was offline.

 

I rebooted the ISY and it came up and showed connected both both the ISY and portal, but then went offline in both places a minute or so later. I still had no trouble getting into the admin console or my.isy.io. It was better in the morning.

[DaveStLou]

Hello all,

 

Please do let me know whether or not you still have this issue. We did have a maintenance release but it shouldn't have caused these issues.

 

With kind regards,

Michel

 

Michel,

 

I had a similar issue which I posted to a separate thread. My question is where was the notice of the maintenance release posted? Even if a release is not expected to cause problems, if there is a notice we can find out and give feedback if there are issues. 

[Michel Kohanim]

Hi DaveStLou,

 

Definitely an oversight on our part. I do apologize.

 

Maintenance notifications should be here:

http://forum.universal-devices.com/topic/18663-isy-portal-maintenance-04-10-2016/?do=findComment&comment=172976

 

With kind regards,

Michel

[scotskicker]

I'm having a similar issue. Admin Console shows ISY Portal offline but registered. ISY Portal shows device as offline as well. I checked my connections thinking maybe the kids unplugged a cable or something and then refreshed the portal several times.  All connections look good, did a reboot of ISY with no luck. Then tried to update to latest firmare 4.5.1 thinking that might do the trick. Still nothing. 

 

Gave up for tonight. Submitted a help desk ticket with error log. Many thanks in advance for any insight on the issue. 

[hum099]

Michel,

 

Do you have any suggestions on what to try to get my Mobilinc working with the ISY portal. I cannot connect to any devices. If I click on a device I get the following. Network Error, there was a problem sending the request. Please verify the connection settings in My settings and try again. Error code 401. Error Message: Authentication required.

 

I checked the settings and re-entered the password for the ISY. I never made any changes at all before the outage on the ISY portal. My echo connection to the portal came back a few hours after the outage, just cant seem to get the Mobilinc back.

 

Could this be related

http://forum.universal-devices.com/topic/19982-installed-isy-portal-now-cant-connect-to-mobilinc/

[Michel Kohanim]

Hi hum099,

 

You MUST use the username/password for ISY Portal and not your ISY. If the problem persists, please go to Help | About and make sure you do NOT Have MobiLinc Connect Module. If you do, please send your UUID to support@universal-devices.com and request for it to be deactivated.

 

With kind regards,

Michel

[hum099]

Thanks Michel

 

Everything is working now.

[arzoo]

I'm still unable to use Alexa or connect via the portal. The portal indicates my ISY has been offline since 10/5 8:44pm est. Local admin configuration/portals indicates that the Portal Integration is Online and Registered. I've tried rebooting the ISY. Any suggestions?

 

Update: rebooted my router and all good now.

[Michel Kohanim]

Hi arzoo,

 

Please send your error log to support@universal-devices.com.

 

With kind regards,

Michel

[rafarataneneces]

Dear Michel

My ISY Portal says it's offline since 3:13 AM

I don't know why

 

Do you know if it's because of me or is the server down?

[Michel Kohanim]

Hi rafarataneneces,

 

Please send your error log to support@universal-devices.com. We have recently added more servers to the portal and, if you have configured your ISY with a static IP address, it might be related to DNS queries.

 

With kind regards,

Michel

[rafarataneneces]

Hi rafarataneneces,

 

Please send your error log to support@universal-devices.com. We have recently added more servers to the portal and, if you have configured your ISY with a static IP address, it might be related to DNS queries.

 

With kind regards,

Michel

 

Dear Michel

 

I sent you the error log

[RichardK]

My ISY has gone offline twice recently. I see that my cable modem went offline so that was the cause - but why doesn't the ISY recover when it comes back?

 

Running firmware 4.5.1. I upgraded a week or two ago, this never happened before the upgrade.

1. Amazon echo says ISY is offline (or actually that all the devices are offline)
2. my.isy.io says ISY is offline
3. ISY says it is online (admin console, portal integration tab)
4. If I click more info in that tab I get a blank blue screen on the web site.
5. Rebooting the ISY fixes it.

The only thing in the error log around the time it went offline. Nothing in the log for 3 days prior.
Wed 2016/10/05 08:48:02 PM    System    -140000    my.isy.io    
Wed 2016/10/05 08:48:37 PM    System    -140000    my.isy.io  

[rafarataneneces]

My ISY has gone offline twice recently. I see that my cable modem went offline so that was the cause - but why doesn't the ISY recover when it comes back?

 

Running firmware 4.5.1.

 

1. Amazon echo says ISY is offline (or actually that all the devices are offline)

2. my.isy.io says ISY is offline

3. ISY says it is online (admin console, portal integration tab)

4. If I click more info in that tab I get a blank blue screen on the web site.

5. Rebooting the ISY fixes it.

 

The only thing in the error log around the time it went offline. Nothing in the log for 3 days prior.

Wed 2016/10/05 08:48:02 PM    System    -140000    my.isy.io    

Wed 2016/10/05 08:48:37 PM    System    -140000    my.isy.io  

 

Michel recommended me to reboot the ISY and it works

[stusviews]

I had the same experience. Reboot (from the Configuration menu) restored all functionality.

[RichardK]

Michel recommended me to reboot the ISY and it works

That's fine, and rebooting works for me too - but it shouldn't be necessary. Network connections are ephemeral, the expectation should be that the connection will fail occasionally. The device should be able to recover from that without intervention.

[stusviews]

Several users, including myself, reported the same problem around the same time as a maintenance upgrade. Shouldn't have happened, but it did.

[steve9f]

I just ran into this issue with my ISY going offline form the portal on Friday. I was able to access the portal and also the ISY from my network. The ISY console showed the portal as being online from the network tab. A reboot of the ISY resolved the portal connectivity issue.

 

Feature request - will be nice if the portal could send an email or notification when the ISY goes offline. Discovered this when my Alexa Echo integration stopped working today and spent a bit of time chasing my tail to figure it out. One "benefit" is I discovered that I needed to upgrade to the v2 of the Alexa skill.