Anyone else experiencing connectivity issues with the Portal?

[Andy C]

About 10pm PST last night, and continuing today, the portal seems to be having connectivity issues to my ISY994i.   Local access to the ISY works fine, and from the console, the Portal service is Online, Registered and active.   However, none of the services seem to be working.  ISY Web access times out when requesting the config (error, Loading: /config/ and the Amazon Echo service comes up with a 500 error.  Rebooting the ISY unit doesn't affect the outcome.    System is running v.5.3.0 and modules are up to date and paid-up.

Through my monitoring tools, I can see active connections from the ISY to proxy.isy.io and various amazon and cloudfront services.  

Please let me know if it's a portal problem or if I should be looking elsewhere.

Thanks!

-Andrew

 

[MrBill]

Check Tools > Error Log.  The cryptic wiki page to help decode some of the errors is here:

https://wiki.universal-devices.com/index.php?title=ISY-99i/ISY-26_INSTEON:Errors_And_Error_Messages&redirect=no

If that doesn't help and you have an active error log you might want to clear it and then restart the ISY so that the log is small.  then either post part or send it into UDI via a support ticket support@universal-devices.net   It's normal to have a few errors, my system is large and complicated, typically i'll have 6-12 error log lines a day, when it exceeds that, its usually by 100's of lines, thats the type of error log that you need to start understanding what's wrong.

[Andy C]

Thanks MrBill!   I cleared-out the error log and rebooted - this is what I got.  Some full queues on the networking front could be a clue:

Sun 2021/08/01 01:15:14 PM    System    -5    Start    
Sun 2021/08/01 01:15:22 PM    System    -110022    /DEF/F6/I1/NLS/EN_US.TXT    
Sun 2021/08/01 01:15:24 PM    System    -7115    ID 0039 :err=0, tag='cmd', num=4, nest=4, offse    
Sun 2021/08/01 01:15:24 PM    System    -7115    ID 001D :err=0, tag='cmd', num=4, nest=4, offse    
Sun 2021/08/01 01:15:24 PM    System    -7123    ID 001E :err=0, tag='control', num=6, nest=4, o    
Sun 2021/08/01 01:15:24 PM    System    -7115    ID 0022 :err=0, tag='cmd', num=4, nest=4, offse    
Sun 2021/08/01 01:15:25 PM    System    -7115    ID 003E :err=0, tag='cmd', num=4, nest=4, offse    
Sun 2021/08/01 01:15:26 PM    System    -7115    ID 0052 :err=0, tag='cmd', num=4, nest=4, offse    
Sun 2021/08/01 01:15:26 PM    System    -7115    ID 00A2 :err=0, tag='cmd', num=4, nest=4, offse    
Sun 2021/08/01 01:15:28 PM    System    -7123    ID 00BF :err=0, tag='control', num=6, nest=4, o    
Sun 2021/08/01 01:15:29 PM    System    -7123    ID 00C0 :err=0, tag='control', num=6, nest=4, o    
Sun 2021/08/01 01:15:29 PM    System    -7123    ID 00C6 :err=0, tag='control', num=6, nest=4, o    
Sun 2021/08/01 01:15:34 PM    System    -170001    [Network] Established    
Sun 2021/08/01 01:19:57 PM    System    -170001    UDQ: Queue(s) Full, message ignored    
Sun 2021/08/01 01:20:17 PM    System    -170001    UDQ: Queue(s) Full, message ignored    
Sun 2021/08/01 01:20:28 PM    System    -170001    UDQ: Queue(s) Full, message ignored    
Sun 2021/08/01 01:20:38 PM    System    -170001    UDQ: Queue(s) Full, message ignored    
Sun 2021/08/01 01:21:26 PM    System    -170001    UDQ: Queue(s) Full, message ignored
 

For fun, I thought it I would try revoking the Portal (from the admin console) so I could reestablish.  After about 10 seconds, I get a "Bad Request" message, and then an interesting new line in the error log:

Sun 2021/08/01 01:23:17 PM    System    -140005    Portal-SEC

Regards,

-Andrew

[MrBill]

Those are fairly standard "errors" to follow boot.  Boot as you noted is "System    -5    Start" and then there will always be errors in the next few minutes including the Queue Full messages, then the system will quiet down.

Here's my yesterday:

Sat 2021/07/31 05:25:25 AM	System	-50001	-5	
Sat 2021/07/31 05:25:28 AM	System	-50001	-5	
Sat 2021/07/31 07:19:33 AM	System	-100	[DHCP] state=RENEW	
Sat 2021/07/31 08:22:13 AM	System	-5006	uuid:233	
Sat 2021/07/31 08:22:23 AM	System	-5012	233	
Sat 2021/07/31 10:39:36 AM	System	-140005	Net Module Rule: 33	
Sat 2021/07/31 10:39:44 AM	System	-50001	-6	
Sat 2021/07/31 11:52:43 AM	System	-170001	[UDSockets] Net Module Rul:43 error:6	
Sat 2021/07/31 06:21:16 PM	System	-100	[DHCP] state=RENEW	
Sun 2021/08/01 04:59:20 AM	System	-100	[DHCP] state=RENEW	
Sun 2021/08/01 05:58:56 AM	System	-5012	238	
Sun 2021/08/01 06:09:36 AM	System	-5012	237	
Sun 2021/08/01 06:19:13 AM	System	-60006	n/a	

which is pretty standard.  In additon to what you can learn from the wiki the "net module Rule" numbers equal Network Resource table numbers.

On the other hand if I back up to last Tueday there are about 3000 lines for that day, I know the cause was the comcastic company kept dropping my internet and my router kept switch back and forth to my backup connection.

Another way to test portal connectivity failure is to unplug network cables, like router to modem or modem to outside world, so that the ISY still sees ethernet.

[Andy C]

I resolved it by brute force in the end.  I deleted the UUID for my unit from the my.iso.io web site.  I then reentered the UUID and reinitiated the portal approval process.

The only snag with this approach is that it has deleted all the services, including all of my Amazon Echo mappings to rooms and devices.

Given the config of the unit hasn't changed for a few months, I guess I will never know why this happened in the first place.

Not quite what I had planned for a Sunday afternoon!

[Andy C]

Ah - not resolved as it turns out!  Once the details for the UUID were reentered, it worked for a while, but after a couple of hours, the connection dropped.  I deleted the UUID from the my.iso.io site, revalidated and it worked again for a couple of hours before it stopped working. Again, from both the portal and at the ISY, the connection looks up and stable but nothing moves between the two.

[Michel Kohanim]

@ACoward,

If you are still having the same issue, please send your error log to support@universal-devices.com.

With kind regards,

Michel