I have a dozen brand new Z-Wave devices (dimmers, switches, outlets, thermostats) that all work great - until they don't! When opening admin console I find that ALL of the devices are unable to communicate. Busy with life, I was unable to address the problem immediately (interestingly, they all continued to operate off the programs I set up). And then they all began working again, with no communications errors! But then it happened all over again. I'm wondering if my Z-Wave daughter-board is failing? It's a 500 series, but a few years old. Any recommendations?

9 hours ago, GordonGale said:

I have a dozen brand new Z-Wave devices (dimmers, switches, outlets, thermostats) that all work great - until they don't! When opening admin console I find that ALL of the devices are unable to communicate. Busy with life, I was unable to address the problem immediately (interestingly, they all continued to operate off the programs I set up). And then they all began working again, with no communications errors! But then it happened all over again. I'm wondering if my Z-Wave daughter-board is failing? It's a 500 series, but a few years old. Any recommendations?

Have you checked the error log?

@GordonGale 

What's your ISY Firmware and UI? If you're on the 5.x firmware branch make sure you've upgraded to the latest 5.3.4 to make sure any pesky z-wave bugs are potentially handled. 

 

Thanks for your responses. I've been on rev 5.3.0 for both the ISY firmware and UI for quite a while and felt that an upgrade to 5.3.4 probably wouldn't be a help - especially since the issue has suddenly appeared. However, just to make sure, I have now upgraded to 5.3.4. Unfortunately, the problem remains. I did check the error log, but I'm afraid I don't know how to interpret it. Below is what shows up today after updating.

Any insight is greatly appreciated.

Tue 2021/12/14 10:40:51 AM    System    -5    Start    
Tue 2021/12/14 10:40:56 AM    System    -110022    /DEF/F6/I1/NLS/EN_US.TXT    
Tue 2021/12/14 10:40:57 AM    System    -110022    /CONF/UXT.BIN    
Tue 2021/12/14 10:40:57 AM    System    -110012    /CONF/UXT.BIN    
Tue 2021/12/14 10:40:57 AM    System    -7115    ID 0003 :err=0, tag='cmd', num=4, nest=4, offse    
Tue 2021/12/14 10:40:57 AM    System    -7115    ID 0004 :err=0, tag='cmd', num=4, nest=4, offse    

110022 is "Open file failed"

110012 is "SD Drive Config file open read failed"

Try removing your SD card, clean the contacts with a soft eraser and reinsert the card.  If that doesn't fix your problem then you may have to replace the SD card.

Be sure to remove power from the ISY before removing the SD card.

 

 

@GordonGale

Error codes can be found here: 
https://wiki.universal-devices.com/index.php?title=ISY-99i/ISY-26_INSTEON:Errors_And_Error_Messages

As @Techman suggests try to "clean" the SD card contacts. If you have a spare SD card you might try using a new one. Having errors with the SD card can cause intermittent issues in general with the ISY.

Here are the directions to replace the SD card:
https://wiki.universal-devices.com/index.php?title=ISY-99i/ISY-26_INSTEON:Replacing/Formatting_an_SD_Card

Glad you upgraded to 5.3.4. That's a helpful step in trying to troubleshoot. Always better option to be on "current" firmware because sometimes little (unreported) issues might get cleaned up in the update. 

 

Report back after you check the SD card. 

Maybe also having the event viewer open and set to 3 (Device communications events) then operating some z-wave devices from admin console and at the device might give some insight as to possible communication issues. Sometimes z-wave networks can be tricky. 

If still having intermittent issues it might be best to open a support ticket with UDI so they can help with the logs and specific troubleshooting steps.

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

 

Gentlemen ~

You have been extremely helpful. I'm not out of the woods yet, but I'm on the hunt! After cleaning the current SD card and then powering up the ISY, most of the Z-Wave items still are having problems communicating. The error log gives me Error 1 - REQUEST_FAILED_ERROR. My guess is that the SD card needs replacing instead of just a cleaning. Unfortunately I don't have another micro-SD on hand and so will have to purchase a new one. I'll report again once I have the new one installed.

Just installed the new micro SD card and, per "Replacing SD Card" instructions, have downloaded latest firmware file. Then I launched a "new" ISY launcher, also per the instructions. The launcher opened fine, but it did not find the ISY. Repeated those steps, but with same results. Am I do something wrong? Seemed pretty straight forward, but . . .

Try removing power from the ISY, then power it up.  What lights on lit on the ISY front panel?

Prior to downloading the launcher did you clear your java cache including applications?

 

1 hour ago, GordonGale said:

Just installed the new micro SD card and, per "Replacing SD Card" instructions, have downloaded latest firmware file. Then I launched a "new" ISY launcher, also per the instructions. The launcher opened fine, but it did not find the ISY. Repeated those steps, but with same results. Am I do something wrong? Seemed pretty straight forward, but . . .

If it's not finding it there might be a network issue since it's still not setup. Perhaps check your router and see if you see the ISY IP address in the DHCP table (usually "connected devices" or something similar). Make sure you've got the IP correct and manually add it in the finder and try to connect that way and follow the rest of the steps of the process.

Make sure that you've got the correct firmware for your situation just to be ready. Mostly if you've got a PLM or not. Make sure the PLM is powered on before the ISY so that the ISY isn't starting in safe mode.

I haven't personally replaced the SD card so don't know if there's any other tricks not in the wiki at the moment. But if the launcher doesn't find the ISY you can usually add it if it's on the network at all. If not you might need to go the next step of starting a ticket to get some help going through the steps of SD card replacement. 

 

Very frustrating. Yes, I had cleared the Java cache, but went through all the steps again, including fully powering down the ISY, leaving it off for 30 seconds, and then powering it back up. The lights went through their normal cycle of flashing. Nothing out of the ordinary. For reasons unknown, the launcher found it this time around. Did I do something wrong the first time? Always a possibility. In any case, the ISY went through its steps trying to connect with every device, which failed for every one. I then "updated" the firmware to 5.3.4 even though the launcher showed it was already at 5.3.4. It then rebooted, went through its steps again to connect with every device, which all failed again. I then loaded from a good backup, it rebooted, tried to connect - and they still all failed! So, I'm now basically back to where I started. I'm able consistently get into the ISY admin console, but all the devices show a red exclamation point next to them.

This is the Error Log report from my last sign on:

Wed 2021/12/15 09:07:19 PM    System    -170001    [HTTP:0-30-5] 192.168.1.137:50515->5000    
Wed 2021/12/15 09:07:19 PM    System    -170001    [HTTP:0-30]: GET-->/WEB/CE.JAR    
Wed 2021/12/15 09:07:19 PM    System    -170001    [HTTP:0-30] Socket error    
Wed 2021/12/15 09:07:19 PM    System    -170001    [HTTP:0-30] Closing socket  w/failure    
Wed 2021/12/15 09:07:19 PM    System    -170001    [HTTP:0-30-5] 192.168.1.137:50516->5000    
Wed 2021/12/15 09:07:19 PM    System    -170001    [HTTP:0-30]: GET-->/web/chart.jar    
Wed 2021/12/15 09:07:21 PM    System    -170001    [HTTP:0-30] Socket error    
Wed 2021/12/15 09:07:21 PM    System    -170001    [HTTP:0-30] Closing socket  w/failure    
Wed 2021/12/15 09:07:21 PM    System    -170001    [HTTP:0-30-5] 192.168.1.137:50517->5000    
Wed 2021/12/15 09:07:21 PM    System    -170001    [HTTP:0-30]: POST[1]-->/services    
Wed 2021/12/15 09:07:21 PM    System    -170001    <s:Envelope><s:Body><u:GetReport xmlns:u="urn:u    
Wed 2021/12/15 09:07:35 PM    System    -170001    [HTTP:0-30-5] 192.168.1.137:50518->5000    
Wed 2021/12/15 09:07:35 PM    System    -170001    [HTTP:0-30]: POST[1]-->/services    
Wed 2021/12/15 09:07:35 PM    System    -170001    <s:Envelope><s:Body><u:GetErrorLog xmlns:u="urn    
Wed 2021/12/15 09:07:53 PM    System    -170001    [HTTP:0-30-5] 192.168.1.137:50519->5000    
Wed 2021/12/15 09:07:53 PM    System    -170001    [HTTP:0-30]: POST[1]-->/services

Time to open a ticket with UDI.  Good luck. Let us know how this gets resolved. 
 

 

Done. I'll let you know what they advise.

Michel Kohanim responded to my ticket with the following:

It has nothing to do with Z-Wave or SD Card. I really think the issue is signal related, things that you should try:

1. Do not put ISY in an enclosure especially if metal
2. Putting ISY vertically helps
3. Make sure all Z-Wave devices have been added and placed in their desired physical location
4. Do right+click Z-Wave | Update Neighbors on all non-battery devices (i.e. devices that never go to sleep)
5. Do right+click Z-Wave | Update Neighbors on any devices that are still having trouble communicating with the ISY

Those steps fixed it all. I did indeed have the ISY inside a metal network rack, so I moved it outside of the rack and positioned it vertically as recommended. I ran the Update Neighbors steps then rebooted the ISY. Every device is now communicating with the ISY. I even linked a new device.

Universal Devices' support is indeed fantastic!

28 minutes ago, GordonGale said:

I did indeed have the ISY inside a metal network rack

AH HA! The dreaded "equipment" hurdle that not many "home users" consider in troubleshooting. Never thought to ask where the ISY was housed. That makes perfect sense. I swear that I almost suggested changing the ISY orientation in one of my posts, but couldn't remember if that was for an old z-wave or something with the new USB style z-wave that will be used for the Polisy. Indeed, any metal or other radio signal noise can impede the z-wave signal so adjustments are needed to try to limit interference. 

Glad @Michel Kohanimgot you squared away. 

Happy times setting up new devices!

 

Before I just say thank you (I think I just did) let me ask this question.  I still show some red exclamation marks, but those could be z-wave devices that I was using just for testing.  How do you identify the specific device, like the three hex numbers found on Insteon devices?  I thought it was with the DSK number but now I know that is for S2 security, which is not supported on the ISY.

And now my thank you...

THANK YOU!

31 minutes ago, philgood said:

Before I just say thank you (I think I just did) let me ask this question.  I still show some red exclamation marks, but those could be z-wave devices that I was using just for testing.  How do you identify the specific device, like the three hex numbers found on Insteon devices?  I thought it was with the DSK number but now I know that is for S2 security, which is not supported on the ISY.

And now my thank you...

THANK YOU!

On the devices with the exclamation marks, right click and click on write updates to device, if that doesn't work then try "restore device".  If the device is a battery powered device then you'll need to put it into the linking mode first. 

When you say hex numbers are you referring to something like ZW005?  If not give an example. All Z-wave installed devices  will initially show up as ZW001...... etc. You need to rename them when you install them so you'll know what they are.

Under files | tools, you should run the "Generate Topology" report which will give you a wealth of information about your devices.

 

 

Edited December 19, 20213 yr by Techman

The Hex numbers I'm referring to are the addresses on Insteon devices, such as 3B.10.A4.  Each Insteon devices should have a unique hex number associated to it.  I was hoping that Z-Wave would have a similar method of identifying each device.

 

The HEX address for the Insteon devices is assigned by the manufacturer.

The Z-Wave devices do not have a unique address. The ISY will assign the address at the time it's installed which is why you should rename it at the time of installation, however the address the ISY assigned to it will continue to appear in the topology report and will also appear in the ISY device status window

 

 

Edited December 19, 20213 yr by Techman