ISY Portal is offline

[bdw72]

I changed my network around at home and now the ISY portal says offline.  I can get to my isy externally and locally but for some reason the ISY portal is offline.  Any ideas?

[Geddy]

@bdw72 first make sure your ISY Portal subscription is current. 

ISY Portal -> Select Tool -> Information -> ISY Portal Access License

How are you accessing it remotely? App or Admin Console? Are you using the Portal URL or are you port forwarding on your router? 

If you're local and log into Admin Console make sure it's registered on the Portal tab:

(source: ISY cookbook)

I'd say since you say you can access it locally and remotely that it's talking to the internet. First thing would be possibly the portal access has expired. When was that last time you renewed the ISY Portal account? It's 2 years for $20. 

Typically when people change the network around they've setup the ISY with a Static IP on the device rather than IP Reservation on the router and the new router (if you got a new router) might have a different DHCP routing table and not know/see your ISY. But, again, as you say you're able to access it locally. 

Can you give more info about what you changed on the network? Did you change routers? Are you plugging into a switch that might have gone bad? I'd say the network itself would be the last thing to troubleshoot since you say you can get access. I keep coming back to ISY Portal subscription being expired. You might not have known it before you made the changes if you use port forwarding and don't often check/use the portal access. 

Which brings me to another situation...as others have posted I would suggest not using port forwarding and using the ISY Portal URL and credentials to access the ISY remotely. It's a little safer than opening up ports in your local router.

Post back if you still have troubles of what else you changed. 

[bdw72]

My portal subscription does not expire until 2022.  I changed my network ip scheme by adding a Meraki firewall and a new wireless router, same setup i had before at a different house, and it worked fine there.  I am accessing MobiLink Pro to control my lights remotely.  The portal is the only thing not working after changing everything.

[Geddy]

I’d suggest opening a ticket with UDI to get help troubleshooting the connection.  If you added a firewall and changed router something could be blocking the ISY even though your able to connect with MobiLinc Pro.  
 

Submit a Ticket:       https://www.universal-devices.com/my-tickets
Email:                           support@universal-devices.com
 

[ase]

10 hours ago, bdw72 said:

My portal subscription does not expire until 2022.  I changed my network ip scheme by adding a Meraki firewall and a new wireless router, same setup i had before at a different house, and it worked fine there.  I am accessing MobiLink Pro to control my lights remotely.  The portal is the only thing not working after changing everything.

Meraki firewalls are layer 7 aware, you may need to add a rule specifically for Portal. I would use a network sniffer to see exactly what port ISY is attempting to use to get out then add a rule for it. Meraki is very paranoid.  

[bdw72]

Turns out it was a DNS issue, once i changed the DNS setting on the ISY to a different address, it started working again.