Where to begin? (AKA documentation SUCKS)

[jcleek]

 

So I am brand new to Insteon, coming from X10. Bought an ISY-99i and PLM 2412S based on a chat with SmartHome. I have some lamp dimmers and light switches.

 

I have successfully connected the ISY and PLM. I have plugged in the lamp modules. I have logged in to the console. I click the START LINKING button and NOTHING happens.

 

The ever so helpful documentation says that's all I have to do. You may have the greatest product in the word, but you need some real help in the documentation department. But before you update it perhaps you can tell me how to get started turning my lamps off.... I get REQUEST FAILED a lot.

 

You seem to make a lot of assumptions about the people buying your product. There is nothing anywhere that I can find that talks about how to actually pair devices. No phone tech support. I have a box of $1,000 paperweights. Very, very dissatisfied.

 

Any help or an address to ship this stuff back to would be appreciated.

[jcleek]

2 hours of looking through the wiki and forums... no help at all. I did find one post about clicking START LINKING and not getting the popup but the resolution steps (unplug and plug in the ISY and PLM) did nothing.

 

Seriously. Are people supposed to figure this all out on their own? I think I made a real mistake by buying this stuff... X10 takes 5 seconds to plug in and turn a lamp on...

[jcleek]

Now I spent 30 minutes on chat with SmartHome trying to figure out why it doesn't work. All the guy (Alex) wants to do is SELL ME MORE STUFF?

[jcleek]

Forget it. This stuff is garbage. RMA in hand an junk back in the box. Going back in the morning.

[ResIpsa]

Sorry you're so disappointed. I'm sure that if you gave your ISY and Universal Devices a chance, you would change your mind very quickly, particularly about the quality of support. Looks like you reached your decision to RMA the ISY just two hours after your initial post. That hardly gives anyone time to respond. For starters, why don't you try the ISY User Guide, which is the very first sticky thread in the How To section of these very forms.

 

http://forum.universal-devices.com/viewtopic.php?t=3065

 

Forget it. This stuff is garbage. RMA in hand an junk back in the box. Going back in the morning.

[someguy]

I don't work for Universal Devices, but if I did, I'd probably tell you to take a hike. But I'll tell you what they'd do. They'd help you despite you being a complete asshole. In order for them to help you, you'd need to:

a) call customer support, the phone number is listed on their website, or

simply wait for a reply from someone on this forum. Usually they reply wiithin 12 hours, even on weekends.

 

I'll also tell you that the ISY is the greatest gadget that I have... okay maybe the iphone is a close match.

 

If you bought a new car and it didn't start, would you post four messages on a board, not call anyone or do anything else and return it?

 

someguy

[ergodic]

It should be mentioned that "NOTHING HAPPENED" because you apparently didn't put your devices into link mode, which is how the ISY (and other Insteon devices) discover other linkable Insteon devices. This process is generally documented with the individual Insteon device 'quick-start' guide. Linking a switch to the ISY/PLM is no different a process than linking it to another switch.

 

In almost all cases this involves holding the 'set' button on the device or holding down the paddle in the on position -- until the load flashes and the status lights blink. If the ISY successfully linked the device to the PLM the device will flash the load again and immediately exit link mode. You can continue to do this with other devices without exiting link mode, but my advice is to then click OK, rename the device added to something useful, and do the links one at a time so you can tell them apart in the console.

 

If you follow the link procedure and the device continues to blink the status light while the ISY is in linking mode and "NOTHING HAPPENS", then you have a communication problem. The PLM and the device you are linking cannot communicate with each other. There are many, many posts here and on other forums with advice on dealing with that problem. Briefly, you need at least two Insteon Access Points, one on each leg of your power (the AP Quick-Start guide explains how to do that) and locate them in plugs as electrically close to the service entrance as you can reasonably get.

 

If you have devices like UPSen, electronic fluorescent ballasts, and the like then you may need FilterLincs on those to prevent them from degrading the powerline signal. Alex may have just been trying to sell you what you need to solve your problem, but there's no way to tell for certain from your posts.

 

I agree that the ISY could use better documentation, and I believe from their past statements that the UD guys also agree. Much of the wiki is rather confusingly worded and oddly organized. I don't find it all that bad though and I'm usually pretty critical.

 

Based on my experiences with them, UD will be happy to process your RMA, but overall in my opinion you're making a very bad error in judgement.

[Michel Kohanim]

jcleek,

 

I can understand your frustration but I am not sure what you mean by "no phone support". Did you actually call the number on our support page?

 

I am sorry that you have decided to RMA the unit. If you have not yet, please give our tech support a call and I am certain you'll change your mind.

 

With kind regards,

Michel

 

 

So I am brand new to Insteon, coming from X10. Bought an ISY-99i and PLM 2412S based on a chat with SmartHome. I have some lamp dimmers and light switches.

 

I have successfully connected the ISY and PLM. I have plugged in the lamp modules. I have logged in to the console. I click the START LINKING button and NOTHING happens.

 

The ever so helpful documentation says that's all I have to do. You may have the greatest product in the word, but you need some real help in the documentation department. But before you update it perhaps you can tell me how to get started turning my lamps off.... I get REQUEST FAILED a lot.

 

You seem to make a lot of assumptions about the people buying your product. There is nothing anywhere that I can find that talks about how to actually pair devices. No phone tech support. I have a box of $1,000 paperweights. Very, very dissatisfied.

 

Any help or an address to ship this stuff back to would be appreciated.

[jcleek]

"I can understand your frustration but I am not sure what you mean by "no phone support". Did you actually call the number on our support page? "

 

Support: Look at the support link and I see forums, wiki and contact us. Contact us leads to a form with a notice of 24-48 hour response time. No phone number. Only support number I have is for Smart Home and they hardly offer support. All Alex wanted to do was sell me something else.

 

"It should be mentioned that "NOTHING HAPPENED" because you apparently didn't put your devices into link mode, which is how the ISY (and other Insteon devices) discover other linkable Insteon devices. This process is generally documented with the individual Insteon device 'quick-start' guide. Linking a switch to the ISY/PLM is no different a process than linking it to another switch. "

 

Linking: Funny. I see nothing in the documentation that came with the ISY about putting it in link mode. except to click the START LINKING link in the control panel. It is supposed to ask me a question via a popup. I never get that. Despite that I tried with all 3 lamp modules to put them in link mode (hold 3 sec and release and light flashes) and nothing happened on the control panel. Even if I didn't own a single module the control panel should still give me a popup question when I click start linking. That does not happen.

 

"They'd help you despite you being a complete asshole."

 

Hmm. Venting to show my frustration? Yes. Upset that the product I bought requires hours of research to learn how to turn a light off/on because the documentation sucks? Yes. Asshole? Because I expect a product to work as advertised? The side of the box of the PLM says "Create a personalized home automation system that is responsive, secure, and simple to install with Insteon components." In my experience so far it has been none of that. And because I am upset that it doesn't work you call me an asshole. I assume most of those who responded have a lot of experience with these devices. It's easy sitting up high looking down at those of us too stupid to find an answer in the spaghetti of wiki and forums.

 

The documentation says that you click the START LINKING button in the control panel to put it in link mode. I am not sure how many times I can say that I did that and NOTHING HAPPENED.

 

"For starters, why don't you try the ISY User Guide, which is the very first sticky thread in the How To section of these very forms."

 

I did. Please click this link (http://www.universal-devices.com/docs/i ... rguide.pdf) and go to page 18. See that message box? The one at the top? I never get that. The troubleshooting section says nothing about that. Wiki? Nope. Alex at Smart Home? Nope. As I stated, I can find only one place where ANYONE mentions that they were not getting the popup message and that is in this forum about 8 pages deep. Their solution, as I stated before, was to unplug the PLM. That did nothing for me.

 

"If you bought a new car and it didn't start, would you post four messages on a board, not call anyone or do anything else and return it? "

 

I would not leave the lot with a new car that wouldn't start. The car can be the most expensive, advanced vehicle available to mankind ever. But if it doesn't start...

 

Lets try this again...

 

I am new to Insteon. I have a 99i. I can get to the control panel but when I click the START LINKING button absolutely nothing happens. Can someone tell me why I am not getting the popup message to start the linking process as is indicated on page 18 of the user guide? I have tried from 3 computers and with both IE and Firefox on all 3 with the same result. I have reset the PLM and unplugged and replugged it in with no change in results.

 

Also if someone has the support phone number please post it. It might help if that number were posted on the support page.

[Brian H]

What revision firmware in in you ISY99i?

 

OK after Start Linking. Did you go to each module you wanted to add and hold its set button for 3 or more seconds? I believe the module in questions LED flashes when it is accepted. No linking happens all by itself.

 

I have aways used the Add Device Manually where all you need is the modules 6 digit ID [sticker on module] Then the ISY99i queries it and gets the needed data.

Also in the drop down list. Are a few special device that have to be done differently. Like a RemoteLinc that has to be put into the linking mode as they go into a suspend mode to save batteries.

[jcleek]

OK after Start Linking. Did you go to each module you wanted to add and hold its set button for 3 or more seconds? I believe the module in questions LED flashes when it is accepted. No linking happens all by itself.

 

Yes, I tried that. My understanding is that before I do that, the control panel is supposed to give a popup asking how I want to handle the linking. I do not get that popup. Despite that I tried linking the devices anyway. Nothing happened.

 

I have aways used the Add Device Manually where all you need is the modules 6 digit ID [sticker on module] Then the ISY99i queries it and gets the needed data.

Also in the drop down list. Are a few special device that have to be done differently. Like a RemoteLinc that has to be put into the linking mode as they go into a suspend mode to save batteries.

 

Didn't try that.

[Brian H]

Yes mine in 'Start Linking' does give a Pop Up Box.

 

I had never used that method and was not familiar with your problem.

 

No Pop Up does not sound correct for the Start Linking Method.

[jcleek]

Yes mine in 'Start Linking' does give a Pop Up Box.

 

Thanks Brian. Now I know it isn't me. I get no popup. Does anyone know why, and more importantly, how to fix?

 

It might help to know other buttons do produce popups like the layout button so it isn't a java popup blocker....

[MikeB]

Sorry for your frustrations. INSTEON, along with the ISY, does come with a learning curve no doubt. We do the best we can with our Wiki, forum, and PDF documentation. Unfortunately, you're new to both INSTEON AND the ISY, which puts you at a distinct disadvantage.

 

If you have some patience, however, I'm sure you'll be able to get up and running and become familiar with your new products.

 

Regarding support - the page you visited is the best method for contacting us. Our phone number is listed on our Contact Us page:

http://www.universal-devices.com/contact.htm

 

But, most phone support is done on a call-back basis, and filling out our online contact form puts you in the same queue.

 

While we advertise a 24-48 hour turnaround for a return call, the reality is most calls are returned within a couple of hours at most. That being said, we have a great user community along with UDI employees that frequent this forum regularly, so posting to the forum is often a great support option.

 

In any case, regarding the lack of a pop-up - that isn't normal. I would try a couple things:

- uninstall your existing Java install, download and install the latest build from www.java.com

- disable any anti-virus or firewall software you have running

 

If disabling your anti-virus/firewall software solves the issue, I suggest checking out this forum to see if there's a known solution for the software you are running:

http://forum.universal-devices.com/viewforum.php?f=3

 

Due to the nature of our browser-based Java-applet, some anti-virus/firewall software blocks the proper operation of our software. In most all cases you can simply put the ISY's IP address in your software's trusted list, or find a particular setting you can change to alleviate the issue.

 

Once you resolve this issue, I'd suggest updating to the latest beta release of our firmware, which is currently version 2.7.6:

http://forum.universal-devices.com/viewforum.php?f=25

 

Good luck, and please post back any questions you might have.

[ergodic]

You should also try clearing the Java cache (from Control Panel) which seems to generally fix a lot of odd interface problems like this.

[Brian H]

Yes. My Zone Alarm Firewall, in my case, prevented the My Lighting Icon from showing in My Network Places. Until I added the network address into the Trusted Zone.

[jcleek]

I have a bad PLM... New one on the way along with a pair of something to repeat signals.

 

Something I still do not understand though. Where is the java control panel from? It it presented by the PLM or it ISY? If by the PLM then I have no question. If it is from the ISY, what does the PLM have to do with whether or not I get the popup when trying to link devices? What I do not want is to wait another week for parts only to find out I have a bad ISY as well...

[Michel Kohanim]

Hi jcleek,

 

The Admin Console comes from ISY. This said, however, ISY checks to see if it can communicate with the PLM. If not, then it goes to SAFE MODE which means that you cannot link or communicate with any of the devices (ISY cannot communicate with your devices).

 

With kind regards,

Michel

 

 

I have a bad PLM... New one on the way along with a pair of something to repeat signals.

 

Something I still do not understand though. Where is the java control panel from? It it presented by the PLM or it ISY? If by the PLM then I have no question. If it is from the ISY, what does the PLM have to do with whether or not I get the popup when trying to link devices? What I do not want is to wait another week for parts only to find out I have a bad ISY as well...

[TJF1960]

Something I still do not understand though. Where is the java control panel from?

 

Java is installed on your computer. What operating system are you using? I am running XP and you access it by Start>Control Panel>Java. As for other OS I am not sure.

[jcleek]

I know java is on my computer. But the control panel comes from somewhere. Is it the PLM or the ISY?

[MikeB]

Are you referring to the ISY's Administrative Console? Typically that is launched from the ISY itself.

 

As Michel mentioned above, it sounds like your ISY was in safe mode due to your defective PLM.

[jcleek]

Sorry, I was looking at the thread on my iPhone and missed Michel's explanation.

[Brian H]

Control Panel is the XP one. When you open the control panel one of the Icons is 'Java'

When you open it up One of the Tabs is 'Temporary Internet Files'

Settings.

Delete files. Is where you clear them out.

Both Application and Trace and Log

Clearing after a firmware update is also necessary.

 

Access Points are the other devices you have on the way.

 

Have you had a chance to look at the latest documentation?

 

http://www.universal-devices.com/docs/i ... rguide.pdf

[jcleek]

Brian,

 

I was specifically speaking about the console for the 99i, not windows Control Panel. The one you get to by going to http://xxx.xxx.xxx.xxx and clicking the link for the administrative console.

[aLf]

jcleek:

 

First thing you need to do is "SLOW DOWN"! Just reading your posts , one can sense your frustration. I was frustrated too when I started in this stuff. Insteon would be dead if it wern't for Michel and THE ISY.

 

Start with the basics, that said, install one switch, then get your ISY up and running. Then experiment. As someone wrote above, it is a learning curve. I'd highly suggest that you try and do everyhing over a real computer until you have your system tweaked. The iPhone is definetly NOT the operating system of choice---yet. There are many dedicated folks here and with some PATIENCE, you will love what you can do. If not, you are right, RMA it all back and replace it all with some toggle switches from Menards.

 

Best of luck my friend, remember only UDI makes any money here. And hands down their product is at the top of any list for value. Listen to Michel, he is more than willing to help. After some time you'll wish UDI made Insteon.

 

aLf

 

PS. Your beef ought to be with Smarthome and most of your comments are more in line with the SH Forums and not UDI. Keep the ISY and Insteon issues seperate.