Error 400 trying to Add Isy to App

[borg3814]

Getting the error below when trying to add an Isy to the app.

If I set it up for local connection only I can connect just fine and control devices.  But I can't get it to connect for access through the portal.

Error: 400, Error 400. URL: http://192.168.10.20:8080/rest/portal-server/requests

 

[Geddy]

Have you followed the steps through the Wiki for setting up with the portal access?

https://wiki.universal-devices.com/index.php?title=UD_Mobile#Existing_Portal_Users

The URL should start with "https://my.isy.io....". It should be auto generated after you log in following the steps in the Wiki. 

Welcome to the forums. Post back if you're still having issues. Perhaps @Javi (the app developer) might have other steps to attempt. 

 

[borg3814]

The issue is on the first login when it's connection to the isy.  It never fills the url.

The isy will show up in my.isy.io but it shows it offline. 

Once I get the error I can select the isy from my account when trying to set it up.  But it gives a msg "Access Awaiting Approval for this ISY".

To be able to try again I have to remove the isy from my portal account.

[Geddy]

@borg3814 have you approved the portal request on the admin console? If you log into the ISY Portal it’s showing offline? If so then you haven’t fully activated portal for your ISY. Make sure to follow these steps. 

What device are you using? 
ISY994 or Polisy (ISY on Polisy)

What’s your firmware on the ISY? UD Mobile only supports 5.x line. 
 

[borg3814]

Under Prerequisites it says, "Make sure you have ISY Portal installed (Admin Console | Help | Purchase Modules | ISY Portal )" that is not an option.

That would make some sense if it's not installed.  Because under the ISY Portal Account Setup it says, "Click Configuration | Portals tab". There is no Portals Tab under config or anywhere else.

 

 

[MrBill]

If you've previously had portal connected to this ISY use Help > Manage modules to get your portal tab back.

If you've never had a portal subscription, Use help Purchase Modules. I think it's a $1 charge to add portal.

Polisy comes with a 2 year subscription to the portal, but it must be manually redeemed.  What you can do is use https://my.isy.io to start a free 30 day trial subscription.   After that email support@universal-devices.com including your UUID number and tell then you have a new Polisy and need the 2 year subscription added. they will manually adjust the end date of your subscription.

[borg3814]

Never had a subscription on it.  And from the photo in the previous comment there is no Purchase Modules option in the Help menu. 

Choosing Manage Modules just gives me, "Your Modules are up to date!".

[Athlon]

14 minutes ago, borg3814 said:

Never had a subscription on it.  And from the photo in the previous comment there is no Purchase Modules option in the Help menu. 

Choosing Manage Modules just gives me, "Your Modules are up to date!".

What happens when you go to:

https://my.isy.io/index.htm

 

[Geddy]

3 hours ago, MrBill said:

Polisy comes with a 2 year subscription to the portal, but it must be manually redeemed.  What you can do is use https://my.isy.io to start a free 30 day trial subscription.   After that email support@universal-devices.com including your UUID number and tell then you have a new Polisy and need the 2 year subscription added. they will manually adjust the end date of your subscription.

@borg3814 did you try what @MrBillsaid above?

This is also in the wiki: https://wiki.universal-devices.com/index.php?title=Polisy:User_Guide#Getting_Your_Free_ISY_Portal_License

To activate on Polisy you have to create an account, get the free 30 day trial. Associate the UUID with it and it should push the portal request to the configuration tab for you to approve. 

Then email sales for the 2 year period adjustment.  
 

[borg3814]

The UUID shows up in my.isy.io but it shows offline and it was never online.  I've tried removing it from the portal and doing the setup through the app again but it gives the same Error 400 ever time.  The UUID will then show up in the portal again but still lists the offline date as the first time I tried the setup.

If I try again a second time through the app while the UUID is still in there it says it's waiting for approval but there is no way to approve it since there is no Portals Tab in the admin console.  There is also no way for me to purchase it through the Console as described in the wiki either. 

The wiki just does not lineup at all with the options present in the console or other parts of the process.  Also this error doesn't seem to be common because I wasn't able to find it in the forum at all in reference to the portal.

[Javi]

Hi @borg3814,

I'll try to clear up the instructions for adding an ISY to Portal from UD Mobile soon.  The setup flow was intended for new users who have not connected the app to an ISY. So, it is possible something is being triggered incorrectly if ISY was added to Portal then removed from Portal or there is a bug in setup for Polisy.

Based on your description it appears the ISY is being added to portal, but the module is not being installed. Until we have a chance to retest the onboarding process please try the following. 

Add your ISY to Portal, it should now say awaiting approval.  Then click manage modules from Admin-Console or UD-Mobile -> Admin Tab.  Now reboot ISY from Admin-Console or UD-Mobile, reboot is required for the portal module to be installed.  After reboot you must allow Portal connection from Admin-Console or UD-Mobile, this is a security measure which prevents unauthorized access to your ISY.   Allow portal connections can be done from Admin-Console -> Configurations-Tab -> Portals  or UD-Mobile -> Admin-Tab -> Configuration-Portals.

Please note that Manage Modules, reboot, and Configuration Portals will only work from UD Mobile if you have already established a local connection.  

To anyone else reading this:  If the setup flow from the web based Portal or UD Mobile is not automatically installing the Portal Module please open a ticket so we can locate the issue.

[borg3814]

On 5/14/2022 at 5:23 PM, Javi said:

Add your ISY to Portal, it should now say awaiting approval.  Then click manage modules from Admin-Console or UD-Mobile -> Admin Tab.  Now reboot ISY from Admin-Console or UD-Mobile, reboot is required for the portal module to be installed.  After reboot you must allow Portal connection from Admin-Console or UD-Mobile, this is a security measure which prevents unauthorized access to your ISY.   Allow portal connections can be done from Admin-Console -> Configurations-Tab -> Portals  or UD-Mobile -> Admin-Tab -> Configuration-Portals.

I just tried manage modules from both Admin Console and from UD Mobile.

• Admin Console says I'm up to date.
  • I rebooted and still not getting the Config Tab, Portals Tab.
• UD Mobile says, "Manage Modules? This will update ISY Modules." every time I press it.
  • I've rebooted and still no Config Tab, Portals Tab in the Admin Console. 
  • Manage Modules is labeled, "Install or view status of Modules" it never gives me a view option so I'm guessing there isn't more than one thing for it to install and it isn't installing it.

I've also power cycled the Polisy.

 

I have this error in the Polyglot V3 Dashboard:

5/16/2022, 11:07:08 [pg3] debug: Scheduling http://192.168.10.20:8080/rest/profiles/ns/0/connection to group system
5/16/2022, 11:07:08 [pg3] warn: ISY Response: [Try: 1] [redacted] :: [401 - OK] :: 6.107067ms - http://192.168.10.20:8080/rest/profiles/ns/0/connection
5/16/2022, 11:07:08 [pg3] warn: ISY Response: [Try: 2] [redacted] :: [401 - OK] :: 5.5834ms - http://192.168.10.20:8080/rest/profiles/ns/0/connection
5/16/2022, 11:07:08 [pg3] warn: ISY Response: [Try: 3] [redacted] :: [401 - OK] :: 7.273525ms - http://192.168.10.20:8080/rest/profiles/ns/0/connection
5/16/2022, 11:07:08 [pg3] error: ISY Response: [MAX TRIES EXCEEDED] [redacted] :: [401 - OK] :: 7.90009ms - http://192.168.10.20:8080/rest/profiles/ns/0/connection
5/16/2022, 11:07:08 [pg3] error: Error: GET http://192.168.10.20:8080/rest/profiles/ns/0/connection Failed :: 401
5/16/2022, 11:02:08 [pg3] error: getExistingNodeServers :: TypeError: Cannot read properties of undefined (reading 'status')
    at Object.getExistingNodeServers (/var/polyglot/node_modules/@universaldevices/pg3/lib/modules/isy/system.js:90:18)
    at async /var/polyglot/node_modules/@universaldevices/pg3/lib/services/node servers.js:210:21
5/16/2022, 11:02:08 [pg3] error: verifyNodeServers (redacted) :: Invalid response from ISY, skipping

 

Edited May 16, 2022 by borg3814

[Javi]

Thanks for checking.  There is an additional self check you can perform below but at this point I would suggest opening a ticket. 

Go To   https://www.universal-devices.com/my-account/ and login

There is a button for tickets at this site.  Optionally click the My Products tab, then click the Modules button on the left side of your ISY. Verify the ISY Portal Module is active. If not active activate the module (Add to Cart).  Finally click Manage Modules again and reboot.

 

[borg3814]

@Javi I think we're getting closer.  My ISY was not under my products.  So I added it.

But when I click modules it comes back with, "Not a valid serial number".

Any other thoughts or go ahead and create a ticket?

[Javi]

Hi @borg3814,

Please open a ticket as we may need the unique UUID of the device to assist you. 

[borg3814]

The solution was support had to force the module to reinstall.