How do I confirm a PLM failure

[jlloyd_UD]

Last April I had a failed PLM (don't recall how I figured it out or if I just took it as a given with all the reported life problems reported).  I replaced it April 2017 with the Rev 2.3 4216 version.  I have been adding new Insteon devices to my system after taking a few months off. I have successfully integrated fanlincs, an outlet switch and was working some leak sensors.  I also successfully have integrated Amazon Echo with the portal.  All was looking great! Even my wife was getting comfortable with the automation which is a real test for success. Then, my system stopped working February 12, 2018.  I rebooted the admin console with no luck.  When I access the admin console with username and password (defaults) I immediately get an error "Your system is in Safe Mode.  Reboot your system.  If this persists the PLM is defective in all likelihood."  I have checked connections by unplugging and replugging and rebooting.  I have reset the ISY.  I have restored the ISY.  I have attempted to restore PLM and receive an error "Failed resetting the PLM (-200000/-30)."  Is it the likelihood that my "new" PLM is now failed?  Is this a surety that I have another failed PLM or are there other means or methods for getting the system back up and running.  Incidentally, the PLM has a greenish LED on the side lit.  The ISY has 2 blue LED lights lit, Power and Rx.  My console shows all the devices with a green write to device label on the left side of each.  Is there any way to recover access to my devices short of replacing the PLM?

[stusviews]

That the ISY boots to Safe Mode is a strong indication of a failed PLM.  Select Tools, Diagnostice, Show PLM Links Table. Run the test at least three time, preferable when there's little or no Insteon activity. A low count is an indicator of a failed PLM.

[jlloyd_UD]

I tried the Diagnostic, Show PLM Links Table.  When I start the test nothing seems to happen.  When I ask for count I get a zero (qualifies as a low number).  Repeating this multiple times returns the same count.  I guess I need to look for a replacement PLM.  If my Console looks otherwise normal with all devices would that indicate only the failure of the PLM?  The whitish/green LED on the side of the PLM indicates what?  Thanks for your feedback.

[Brian H]

You did make sure you powered up the PLM so it could initialize,  before powering up the ISY994i? So  it could be found by the ISY994i when it started.

It does sound like the PLM may have failed. Your dates indicate it is within the two year warranty. You should be able to do a warranty exchange for a replacement.

We have seen reports of recently purchased or warranty exchanges. Now being hardware 2.4

 

 

[jlloyd_UD]

Just in case I had not restarted these two devices in the proper order, I unpowered and then repowered them in the order you have indicated.  Unfortunately, the results are not changed.  I think it is failed.  I will investigate the warranty exchange that you suggest.  Do they swap a new one for the failed one?  I have the version 2.3 which was supposed to be better than the one that failed before this one. This one has lasted since my purchase in April 2017 and is my third. I think when I originally bought my controller the PLM failed right out of the box and was replaced.  I have had some spotty experiences with the PLM.   This PLM is encoded 4216 which might mean it was manufactured in either Feb 2016 or hopefully April 2016 depending on the date code.  I will be talking with SmartHome in the morning as it was near closing time when I called them this evening.  The tech who answered made an appointment to call me back, which I thought was very considerate of them (rather than letting the phone ring continuously).  I'll continue to troubleshoot tomorrow.

[stusviews]

The date code give the week of the year and year, not the month and year, so 4216 indicates between October 17, 2016 and October 23, 2016.

[Brian H]

I believe my V2.3 has the same date code. Maybe around the same time you got yours. Maybe I have a surprise lurking in my future.

Unless something has changed. You could do a cross ship. Where they charge you CC for the new replacement and then issue a credit when the old one was received back.

Last time I did a Open/Closed sensor. They emailed me a FedEx prepaid return label.

 

[stusviews]

Zero count plus safe mode together is a sure sign that the PLM has failed. But, your PLM is under warranty. That should give you a no cost replacement.

[jlloyd_UD]

Update:  I talked to SmartHome reps today and we went through a few diagnostic steps.  One was to do a factory reset on the PLM (unplug, hold set button, replug , release reset button when beep stops).  After the beep stopped and I had released the reset the LED turned red and then whitish green.  I plugged the cable back into an active ISY and opened the Admin Console which promptly went into Safe Mode.  The technician was convinced that the PLM was failed and we worked out the exchange after I sent him a scanned copy of my purchase invoice.  I should have a new PLM in about 6 days and they are providing an RMA and a mailing label which I should receive on Thursday in order to return the failed unit.  Hopefully, I will be back online within a week.  The SmartHome reps I talked with were very helpful and considerate.  If you have a similar failure within the 2-year warranty (my unit was apparently manufactured in October 2016 and I had purchased from a third party in April 2017 so it was well inside the warranty on both accounts.  Make sure you have a copy of the invoice or purchase receipt as SmartHome can do nothing without the record of the sale.  A very smooth transaction overall with SmartHome.  Other than the fact it failed and I will be dead in the water with automation (Hey, Alexa, fix my automation network!) it was good that I did not have to spend another $80 to get to my automation pursuit.  It is not an inexpensive hobby but there are others far more expensive and maybe not as much a challenge.