Apparent total ISY failure

[cdneh]

Hoping one of y'all ISY brains can point me in the right direction. I tried some days ago contacting UD's tech supp but have not received any response.

 

Some weeks ago, my ISY (IR Pro)new in 09Nov, f/w 2.7.0 as shipped) stopped communication with my Insteon devices. Was able to access ISY HTTP/Java interface but it always displayed 'system busy" or some similar message and would not report the status of any devices. RX led was steady on. Docs indicate that likely means a PLM problem. Indeed the PLM (2412S) could not be reset. Concluded I had a bad PLM (same age as the ISY) and chased a replacement.

 

Finally received the PLM replacement several days ago. Made connections and fired up the ISY. Immediately the TX and RX leds are steady on and the MEM led flashing. No network access to ISY. Router logs show no attempt by the ISY to connect to the network. Basically the ISY is totally unresponsive. Tried resetting the PLM; no change in ISY symptoms.

 

So, back to the fine manual to read that a flashing MEM led may indicate a bad or poorly seated SD card. Removed, re-seated the SD card. No improvement. Tried looking at SD card using card reader and PC. SD card seems absolutely fine. Can read it fine.

 

OK, having fun now... tried ISY factory reset. ISY will not reset as described in the fine manual - i.e., it never reaches the point described in the manual of the MEM led flashing.

 

Inspected the SD card post factory reset attempt: absolutely unchanged; all files exactly as they were prior to reset attempt. This seems to confirm that the reset is not executing properly. Not sure that matters a hoot, however.

 

So, I have a new PLM and an almost new ISY brick. Any ideas out there?

 

Thanks much,

 

- Chris

[Michel Kohanim]

Hi Chris,

 

First of all, I have to apologize for not responding to your voicemail. I have checked our ticketing system and I was not able to find you so I must assume that we did have a system failure. I do apologize.

 

The first thing we want to do is to make sure you have a good backup. On top of that - and since you have access to an SD Card reader - please copy all the files on the SD Card to directory on your computer.

 

Try rebooting ISY 4 times. If this does not help, please call our tech support or use http://www.universal-devices.com/contact.htm to open a ticket.

 

Rest assured that your unit is under warranty and we either help you fix it or will have SH send you a replacement.

 

Again, I am so very sorry for all the troubles.

 

With kind regards,

Michel

[cdneh]

Michel,

 

Thanks for the response and the guidance. Much appreciated.

 

I actually have submitted a couple of tickets request using your contacts page. First was Tuesday AM (EST) and again late Thursday evening. So, not sure why you're not seeing them.

 

Regardless, your multiple reboot suggestion was successful. It actually took 8 consecutive reboots before the the ISY became partially responsive, although after 3 or 4, the LED flash patterns began to change from what I had described above.

 

For what it's worth, after 8 reboots the unit became network accessible, but not otherwise functional. My config had disappeared leaving only the ID and PWD at the HTML level intact. Unit initially would not restore from backup and reported a variety of errors over multiple attempts (e.g., null or bad pointer; will not accept upgrade (??); and several other I wasn't quick to note). After about 4-5 attempts at a restore, I succeeded. All devices, scenes and programs back! WooHoo.

 

At this stage, the only functionality still absent (of which I'm aware, anyway) is internet access. Using the menu option "Enable Internet Access" either elicits an error ("Failed Enabling ...") or no response. Prior to the PLM failure, I had enabled Internet Access without issue. Any suggestions on that score?

 

By the way, for the few weeks I had your product running, I was generally very impressed. Also, your proactive user support so visible on this forum is superb.

 

Thanks,

 

- Chris

[Michel Kohanim]

Hi Chris,

 

I am glad that it worked alas I am not satisfied for two reasons:

 

1. I want to track down the breakdown in our ticketing system. As such, if you do not mind, please do be kind enough to forward the ticket creation confirmation (if you received any) to support@universal-devices.com. I would sincerely appreciate it

 

2. The fact that it took you multiple times to restore your ISY is bothering me. As such, I would like to know what firewall software you have

 

Now, going forward:

 

1. Please note that since you have a new PLM, you MUST do File | Restore Modem (PLM) otherwise none of your scenes will work nor would you get any status updates from any of your devices

2. I strongly recommend upgrading to 2.7.7 (after we determine the cause of intermittent restores)

 

As far as Internet Access, in all likelihood your router is not UPnP enabled. It's generally a better idea to do manual port forwarding the instructions for which you find here: http://www.universal-devices.com/mwiki/ ... o_Your_ISY

 

With kind regards,

Michel

Michel,

 

Thanks for the response and the guidance. Much appreciated.

 

I actually have submitted a couple of tickets request using your contacts page. First was Tuesday AM (EST) and again late Thursday evening. So, not sure why you're not seeing them.

 

Regardless, your multiple reboot suggestion was successful. It actually took 8 consecutive reboots before the the ISY became partially responsive, although after 3 or 4, the LED flash patterns began to change from what I had described above.

 

For what it's worth, after 8 reboots the unit became network accessible, but not otherwise functional. My config had disappeared leaving only the ID and PWD at the HTML level intact. Unit initially would not restore from backup and reported a variety of errors over multiple attempts (e.g., null or bad pointer; will not accept upgrade (??); and several other I wasn't quick to note). After about 4-5 attempts at a restore, I succeeded. All devices, scenes and programs back! WooHoo.

 

At this stage, the only functionality still absent (of which I'm aware, anyway) is internet access. Using the menu option "Enable Internet Access" either elicits an error ("Failed Enabling ...") or no response. Prior to the PLM failure, I had enabled Internet Access without issue. Any suggestions on that score?

 

By the way, for the few weeks I had your product running, I was generally very impressed. Also, your proactive user support so visible on this forum is superb.

 

Thanks,

 

- Chris