Unable to access 994i

[paulw]

I was out of town for a couple of days and tried to use my MobiLinc to access my ISY994i only to get a message "MobiLinc is unable to connect to your lighting controller".  Received same message when local.

Upon returning home I tried to access from my desktop with no joy.

I updated my Java and purged everything, still no joy.

Used https://isy.universal-devices.com/start.jnlp for new start.

ISY Finder comes up but when I select Admin Console (LAN) it just hangs there.

Selecting Dashboard will bring it up dashboard.

Selecting Admin Console (Cloud) which will give me a login screen. After logging in it gives me an error "LIB_ERRORS_403" which I can bypass, along with having to agree to the license agreement. I can then see my devices but all program data is missing.

The 994i appears to be running most existing programs. There is one fan timer which does not seem to be running, strange as other timer programs seem ok.

Anyone with any thoughts?

[palacekeeper]

Hey Paul, my Orchestrated Mobilinc app is dead in the water also, but the everything else seems fine. Everything seems to work from the PC, and the ISY portal etc. all work fine, as well as Alexa integration. In my case it just seems like the Mobilinc app has been orphaned somehow. Was working fine yesterday.

 

I haven't made any changes to ISY or the app, and I don't know whether I should update the firmware on my ISY or not. My version is 5.3.0. Which firmware version are you running?

[paulw]

10 minutes ago, palacekeeper said:

Hey Paul, my Orchestrated Mobilinc app is dead in the water also, but the everything else seems fine. Everything seems to work from the PC, and the ISY portal etc. all work fine, as well as Alexa integration. In my case it just seems like the Mobilinc app has been orphaned somehow. Was working fine yesterday.

 

I haven't made any changes to ISY or the app, and I don't know whether I should update the firmware on my ISY or not. My version is 5.3.0. Which firmware version are you running?

I am running 5.0.16, and MobiLinc Pro. In my case both MobiLinc and desktop access were fine last week.

[MrBill]

@paulw  Have you rebooted the ISY yet?  If not, do that and try again.

[ronvond]

My MobiLinc Pro also mysteriously stopped working without any changes to the system.   My ISY is working fine.  I also have MobiLinc X and that continues to work.  I tried rebooting the ISY, accessing the MobiLinc Pro from various computers.  No luck.  It just appears dead.  I have sent in a request for service to MobiLinc.

[MrBill]

Is the problem with MobilincConnect?  Mobilinc pro is working fine for me thru the ISY portal.  However I don't have MobilincConnect or Mobilinc X.

[stillwater]

Just checked after seeing this.  My lifetime Mobilinc HD which connects to ISY via Mobilinc Connect is not connecting.  (Status: "Checking").    I  have ISY994i at 5.3.4.  No significant recent changes to configuration.  It worked fine in the last few days.  iphone is on same LAN (via wifi) as ISY (ip address assigned in router).   Rebooting ISY and iPhone did not help.   I did install UDI's app UD Mobile on the iPhone sometime (2 months?) back but have not been actively using it.   I was surprised it seemed to coexist fine with Mobilinc HD (Some years back the ISY portal and Mobilinc Connect conflicted, or so I thought).   UD Mobile still connects fine.   ISY error log shows nothing except for some queue full message ignored errors on startup that go away after awhile.   No indication Mobilinc Connect is trying to connect.  

 

 

[stillwater]

Also the "Send email" email support button on the Mobilinc HD app does not work on my iPhone. 

[paulw]

2 hours ago, MrBill said:

@paulw  Have you rebooted the ISY yet?  If not, do that and try again.

Did the trick, resolved both problems. Many thanks!!

[palacekeeper]

Rebooted my iPhone and also the ISY. ISY continues to work fine, but no joy with my Orchestrated Mobilinc app.

[junkycosmos]

same here, 4 ISYs all having issues connecting to Mobilinc connect.   I did try rebooting 2 of them, no change.   Phone app shows "checking" when I try to check license status.   All four are paid up in recent months.    My guestimate on when this broke is sometime Saturday 6/4 evening.

 

Changing my mobilinc app on phone to direct IP of my ISY works fine so clearly seems to be Mobilinc issue

[stillwater]

While I appreciate Mr. Bill's attempt to help, obviously this thread should not have been marked "solved" as only 1/5 people have reported that rebooting did anything to solve their problem. 

Perhaps not surprisingly, Mobilinc support has not responded to an email to them on the subject.   I copied Michel for his situational awareness and he responded instantly asking for my UUID.  

I looked in the mobilinc section of the UDI forum under third parties and saw the reference to a firewall entry for traffic from specific URLs.   I looked at my Edgerouter X settings and haven't found a way to add URLs rather than IP addresses.   But since nothing has changed in my configuration it seems unlikely to be a firewall issue...  

Probably the most sensible response to this and other Mobilinc issues is to make the switch to UD Mobile.  

[junkycosmos]

@stillwater

Completely agree, this is not resolved.. also I too emailed Wes (Mobilinc owner/founder) yesterday morning who for the last 12+ years has provided quick solid support to myself and others here.    It is very much not like him not to reply so I hope nothing too bad is up here.

 

Edit: also posted pointer message in Mobilinc Forum to this thread:

 

[Geddy]

48 minutes ago, stillwater said:

While I appreciate Mr. Bill's attempt to help, obviously this thread should not have been marked "solved" as only 1/5 people have reported that rebooting did anything to solve their problem. 

27 minutes ago, junkycosmos said:

Completely agree, this is not resolved..

 

The issue is marked solved because it solved the issue OP had. 

3 hours ago, paulw said:

Did the trick, resolved both problems. Many thanks!!

Op had multiple issues that were resolved by simply rebooting the ISY. While rare, it does happen that, communication can become flummoxed and a simple reboot will sort things out. This is indeed what "SOLVED" the issue for @paulw (topic OP).

 

The others that have posted that they are having issues are, in fact having DIFFERENT issues than the OP. For those issues to be handled with different resolution there needs to be more to consider. If you have a Mobilinc Connect issue then I would suggest you post in the Mobilinc forum and tag @InsteonNut to hopefully get their attention and support. Meanwhile, other users will attempt to help the best we can. If the typical troubleshooting steps have been performed, there might be bigger issues that the developer (and owner) of the servers will be the only one that can help resolve the matter.

It appears that there might be issues with Mobilinc Connect. If multiple users have sent a message to @InsteonNut and Mobilinc Support then hopefully a resolution for those issues can be handled soon. And it's all possible that Wes is on vacation and therefore unable to respond immediately. Just an assumption given that it's that time of year that most people do try to take a vacation break.

Finally, as @MrBill stated (as a Mobilinc Pro user - through ISY Portal) the app worked fine for him. I too can confirm that Mobilinc Pro/HD works just fine through UD ISY Portal. 

[palacekeeper]

Mine seems to be back online now. Nothing I did on my end, unless the reboots had a very delayed effect, which is unlikely. The app gods must have straightened out something while we've all been chatting. 

Is it working now for anyone else, or did I just get lucky?

[MrBill]

For the record, when I made my second post in this thread I had a sneaking suspicion that there were two different problems:  the OPs where he needed to reboot, and a second problem perhaps with mobilinc connect.  What I couldn’t tell yet was wether or not OP also suffered from the second problem.

[ronvond]

31 minutes ago, palacekeeper said:

Mine seems to be back online now. Nothing I did on my end, unless the reboots had a very delayed effect, which is unlikely. The app gods must have straightened out something while we've all been chatting. 

Is it working now for anyone else, or did I just get lucky?

Nothing happening here yet.  I guess you just got lucky.

Ron

[stillwater]

Mobilinc Connect  (for ios Mobilinc HD app ) is still out of commission for me.   No reply from mobilinc support.  @InsteonNut what say you? 

Fortunately we have the option of migrating to UD Mobile, though it would be nice to have the familiar look and feel of mobilinc and not have to drop everything to configure UD mobile to make it easy to use. 

[palacekeeper]

Maybe it's an intermittent or a load issue, but mine is still working for now. I verified it's still using the external address and port, not my internal address.

I feel special.

[stillwater]

It seems very likely that Mobilinc Connect is down.   Only other possibility I have thought of for my system is if Ubiquity pushed something to my Edgerouter X that is blocking mobilinc connect traffic.   Since nothing in the 994i has changed it seems unlikely this is a UDI problem -- unless conceivably something changed in UD Mobile that is interfering with Mobilinc Connect -- but I'd expect to see something in the error log.

 

[MrBill]

Just now, stillwater said:

Mobilinc Connect  (for ios Mobilinc HD app ) is still out of commission for me.   No reply from mobilinc support.  @InsteonNut what say you? 

Fortunately we have the option of migrating to UD Mobile, though it would be nice to have the familiar look and feel of mobilinc and not have to drop everything to configure UD mobile to make it easy to use. 

Also be aware that if you're using Mobilinc connect you will need convert to the ISY portal to use UD Mobile.  It should also be noted that with the original Mobilinc apps (pro, HD, and Orchestrated) can be configured with the ISY portal.  (I think for Mobilinc X the user has to pay a one time fee to use X with the ISY portal....not an expert in that area tho.)

[stillwater]

My Mobilinc HD has worked for something like 6 years. Haven't changed any configuration this weekend.   I don't know why but with Mobilinc (unlike UDI products) everyone always tries to blame the user.  Only problem was when something convinced me to try Mobilinc X when it was new.   It had fewer features than Mobilinc HD  and  it completely clobbered my ISY -- had to start fresh with a new SD card, as I remember.     Wes thought it was all a big coincidence.  

[MrBill]

Since there is another thread on the same topic down in the Mobilinc subforum I'm going to ask the moderator to lock this thread.  The original poster here has resolved his problem, the Moblinc connect issue should continue at the thread linked above.