EISY PG3x will not connect to server and IoX not detected and can not be manually added

[ISY4Me]

The image says it all...

This issue has existed since I started with EISY.  I waited until PG3x 3.1.17 was released before attempting anything with the EISY or the migration process and this issue was present starting on the first attempt of bringing up PG3x.  My first Polisy -> EISY backup/restore migration attempt had some minor issues so everything was factory restored and the image above is from this morning... fresh factory restore, base IoX no nodes - no devices, Z-wave or ZMatter not installed.

The original discussion is embedded in original support thread (under the postings from ISY4Me, shown below...  

 

Current status:

1. No issues connecting to the IoX Launcher.  All hardware has links in Launcher and any of the sub-links to AC or PG3x work fine
2. No issues starting the PG3x interface, except for no communication to the server and no detection of IoX.  PG3x connects to the Portal just fine and I can see all available node servers, but can install anything with IoX not detected.
3. Old Polisy links in the Launcher all work fine, including the PG3 link.  Polisy PG3 link does not have these connection issues and the Polisy IoX AC works as it should and it's PG3 environment is completely functional.
4. As the z-wave has yet to be migrated, both Polisy and EISY are running at the same time.  However, in the first attempt to migrate, once the migration occurred ONLY one device would be powered on at the any time to avoid any z-wave controller confusion.  But, even in the environment of EISY only running, I would still get these PG3x errors.
5. There was an activity in the original support thread where it was mentioned that the EISY -> Portal communications had to be "approved" for the PG3x to work as designed.  That approval (after Trial setup) was executed last night and the problems I have defined above still existed... no change.
6. Also, please note my AC and PG3x activity are all running on Java and Safari on MacOS

There have been some ticket communications with @Michel Kohanim.   In the support thread discussions@bpwwerhad commented on some posts, but overall this issue has not advanced.

@garybixlerhad noted some similar behavior in his thread... but it appears that his discussion has also made no advances.

I would love to have the experts involved in this problem and hopefully anyone else that is having similar EISY only PG3x issues can provide a history of their problem so we can expose the collective issues to the expert team.

 

Edited January 6, 2023 by ISY4Me
Update

[asbril]

15 minutes ago, ISY4Me said:

The image says it all...

This issue has existed since I started with EISY.  I waited until PG3x 3.1.17 was released before attempting anything with the EISY or the migration process and this issue was present starting on the first attempt of bringing up PG3x.  My first Polisy -> EISY backup/restore migration attempt had some minor issues so everything was factory restored and the image above is from this morning... fresh factory restore, base IoX no nodes - no devices, Z-wave or ZMatter not installed.

The original discussion is embedded in original support thread (under the postings from ISY4Me, shown below...  

 

Current status:

1. No issues connecting to the IoX Launcher.  All hardware has links in Launcher and any of the sub-links to AC or PG3x work fine
2. No issues starting the PG3x interface, except for no communication to the server and no detection of IoX.  PG3x connects to the Portal just fine and I can see all available node servers, but can install anything with IoX not detected.
3. Old Polisy links in the Launcher all work fine, including the PG3 link.  Polisy PG3 link does not have these connection issues and the Polisy IoX AC works as it should and it's PG3 environment is completely functional.
4. As the z-wave has yet to be migrated, both Polisy and EISY are running at the same time.  However, in the first attempt to migrate, once the migration occurred ONLY one device would be powered on at the any time to avoid any z-wave controller confusion.  But, even in the environment of EISY only running, I would still get these PG3x errors.
5. There was an activity in the original support thread where it was mentioned that the EISY -> Portal communications had to be "approved" for the PG3x to work as designed.  That approval (after Trial setup) was executed last night and the problems I have defined above still existed... no change.
6. Also, please note my AC and PG3x activity are all running on Java and Safari on MacOS

There have been some ticket communications with @Michel Kohanim.   In the support thread discussions@bpwwerhad commented on some posts, but overall this issue has not advanced.

@garybixlerhad noted some similar behavior in his thread... but it appears that his discussion has also made no advances.

I would love to have the experts involved in this problem and hopefully anyone else that is having similar EISY only PG3x issues can provide a history of their problem so we can expose the collective issues to the expert team.

 

Have you considered a factory default ?

[ISY4Me]

 

1 minute ago, asbril said:

Have you considered a factory default ?

As noted in the comments I have already done that and the current state is post factory reset.

[asbril]

Just now, ISY4Me said:

 

As noted in the comments I have already done that and the current state is post factory reset.

Sorry, I missed that. It was just what came to my mind. I can feel your frustration. I have had  these moments and I understand you.

[bigDvette]

I know it may sound dumb, but click logout in upper right and log back in.  Also, if it doesn't prompt you to lockin to portal when you do that, then reboot your computer. I've gotten stuck in that loop.  I've also sometime only been able to fix that by doing an SSH reboot of the eisy.   what does it look like under teh menu when you click on iox configuration?

 

 

[asbril]

@bigDvette I followed each of these steps and more..... The only resolution (for me at least) seems to have been using a different computer and restart PG3. Note that this is most likely not a problem of the computer itself as the incident has happened on computers A and B, with resolution on B for A, and A for B.

[bigDvette]

yeah, something is definitely off with caching credentials.  I have had this happen multiple times. Many times just unsing another browser will work. An I can't auto find isy anymore, have to add it manually in launcher.  

[asbril]

8 minutes ago, bigDvette said:

yeah, something is definitely off with caching credentials.  I have had this happen multiple times. Many times just unsing another browser will work. An I can't auto find isy anymore, have to add it manually in launcher.  

yes, a different browser seems to be the solution, but it should not be.

[ISY4Me]

1 hour ago, asbril said:

yes, a different browser seems to be the solution, but it should not be.

@asbril @bigDvette I was going to respond that I have tried all of your suggestions, but I had to stop typing and think a little.

I had tried a different browser, but on review it was also Safari on a different computer, so it really was not different.  What really deeply brothers me is that accessing the PG3 on Polisy works just fine on Safari on my MacBook Pro which is my machine I use for all my JAVA work... so it has been my default UDI computer.  So it is human nature to think that it would work on a slightly different IP address for EISY PG3x.

So, I went to my desktop MacPro.  Even there in Safari, EISY PG3x shows that same error... I guess that was no surprise.

Then I cranked up FireFox on the MacPro... I keep it there as a alternate as sometimes things just don't work right on Safari... I should have remembered that.  On Firefox I used the same IP for EISY PG3x and the Dashboard came up exactly as it should.  SUCCESS.

Now what is really strange... I went back to the MacPro.  On that system I run Parallels and I have a virgin installation of MacOS that runs in a Virtual Machine.  It was installed from the rescue disk from my MacPro MacOS.  In that Virtual Machine I started Safari and EISY PG3x started up just fine on that machine with no errors.

So, at least I have a workable solution for EISY PG3x with FireFox, but the fact that EISY ran fine on a virgin copy of Safari in the Virtual Machine tests bothers me as it says that fundamentally Safari is compatible, but that my installations of Safari on the MacBook Pro and MacPro are somehow broken.

@asbril and @bigDvette thank you for taking the time to think about this issue and making the suggestions that you did... they woke me up to trying an alternate method.

 

[asbril]

9 minutes ago, ISY4Me said:

@asbril @bigDvette I was going to respond that I have tried all of your suggestions, but I had to stop typing and think a little.

I had tried a different browser, but on review it was also Safari on a different computer, so it really was not different.  What really deeply brothers me is that accessing the PG3 on Polisy works just fine on Safari on my MacBook Pro which is my machine I use for all my JAVA work... so it has been my default UDI computer.  So it is human nature to think that it would work on a slightly different IP address for EISY PG3x.

So, I went to my desktop MacPro.  Even there in Safari, EISY PG3x shows that same error... I guess that was no surprise.

Then I cranked up FireFox on the MacPro... I keep it there as a alternate as sometimes things just don't work right on Safari... I should have remembered that.  On Firefox I used the same IP for EISY PG3x and the Dashboard came up exactly as it should.  SUCCESS.

Now what is really strange... I went back to the MacPro.  On that system I run Parallels and I have a virgin installation of MacOS that runs in a Virtual Machine.  It was installed from the rescue disk from my MacPro MacOS.  In that Virtual Machine I started Safari and EISY PG3x started up just fine on that machine with no errors.

So, at least I have a workable solution for EISY PG3x with FireFox, but the fact that EISY ran fine on a virgin copy of Safari in the Virtual Machine tests bothers me as it says that fundamentally Safari is compatible, but that my installations of Safari on the MacBook Pro and MacPro are somehow broken.

@asbril and @bigDvette thank you for taking the time to think about this issue and making the suggestions that you did... they woke me up to trying an alternate method.

 

Unfortunately my suspicion is that the error is fundamental and may occur again, though of course I hope that it will not................. and just after I wrote these words it DID happen again here with an error message something like UD Portal token expired.

On same computer I changed from Chrome to Edge and that worked.

Something is wrong.

Edited January 6, 2023 by asbril

[ISY4Me]

12 minutes ago, asbril said:

Unfortunately my suspicion is that the error is fundamental and may occur again, though of course I hope that it will not................. and just after I wrote these words it DID happen again here with an error message something like UD Portal token expired.

On same computer I changed from Chrome to Edge and that worked.

Something is wrong.

I have seen the UD Portal token expiring message... I think the Portal handshake simply times out.  All I do is logout of the Portal and log back in and so far that problem seems to go away.

[bpwwer]

5 hours ago, ISY4Me said:

The image says it all...

This issue has existed since I started with EISY.  I waited until PG3x 3.1.17 was released before attempting anything with the EISY or the migration process and this issue was present starting on the first attempt of bringing up PG3x.  My first Polisy -> EISY backup/restore migration attempt had some minor issues so everything was factory restored and the image above is from this morning... fresh factory restore, base IoX no nodes - no devices, Z-wave or ZMatter not installed.

Log out and then log back in.  The problem is that the browser has cached information that is preventing it from connecting to PG3(x). 

The UI running on the browser thinks that you are logged in but it keeps sending old authentication information to the server and server rejects it.  Without a connection to the server you don't get any information from the server (IoX configuration, node servers installed, etc. and the UI can't send anything to server (edited IoX configuration info, etc).

When you switch to another computer or browser, the UI has no cached authentication info.

[asbril]

3 minutes ago, ISY4Me said:

I have seen the UD Portal token expiring message... I think the Portal handshake simply times out.  All I do is logout of the Portal and log back in and so far that problem seems to go away.

Or change browser, but that should not be needed. If several of us have this issue, then most likely something is wrong.

 

1 minute ago, bpwwer said:

Log out and then log back in.  The problem is that the browser has cached information that is preventing it from connecting to PG3(x). 

The UI running on the browser thinks that you are logged in but it keeps sending old authentication information to the server and server rejects it.  Without a connection to the server you don't get any information from the server (IoX configuration, node servers installed, etc. and the UI can't send anything to server (edited IoX configuration info, etc).

When you switch to another computer or browser, the UI has no cached authentication info.

I understand but why do we have this issue with the eisy PG3 and not with the Polisy PG3 ?

Edited January 6, 2023 by asbril

[bpwwer]

16 minutes ago, asbril said:

Unfortunately my suspicion is that the error is fundamental and may occur again, though of course I hope that it will not................. and just after I wrote these words it DID happen again here with an error message something like UD Portal token expired.

On same computer I changed from Chrome to Edge and that worked.

Something is wrong.

The portal authentication has a fairly short time period before it expires.  Once it expires, the UI will pop up a warning saying it has expired and in most cases it should auto refresh the authentication with the portal.

Portal authentication and authentication with the PG3x server are different and shouldn't be effecting each other.

[bpwwer]

3 minutes ago, asbril said:

I understand but why do we have this issue with the eisy PG3 and not with the Polisy PG3 ?

The PG3 UI authenticates directly with the PG3 server which is a separate account/password from anything else.

The PG3x UI authenticates using the IoX account/password and also has to authenticate with the MQTT broker to establish a connection with the PG3x server. 

So while the UI looks the same, how it works is very different.  The changes are an attempt to both improve security of PG3/node servers and consolidate the IoX/PG3 accounts to simplify it a bit.

[ISY4Me]

1 hour ago, bpwwer said:

Log out and then log back in.  The problem is that the browser has cached information that is preventing it from connecting to PG3(x). 

The UI running on the browser thinks that you are logged in but it keeps sending old authentication information to the server and server rejects it.  Without a connection to the server you don't get any information from the server (IoX configuration, node servers installed, etc. and the UI can't send anything to server (edited IoX configuration info, etc).

When you switch to another computer or browser, the UI has no cached authentication info.

@bpwwer I have notice that on the MacOS on MacBook Pro the Log Out / Login process does not work on Safari.  

I have seen the red box for "Not connect to server" and "IoX not found" on Firefox too, but there, the Log Out and then Login process works just fine.

Might you have any idea as to why Safari is not responding as expected to the Log Out / Login. process?

[bpwwer]

3 hours ago, ISY4Me said:

@bpwwer I have notice that on the MacOS on MacBook Pro the Log Out / Login process does not work on Safari.  

I have seen the red box for "Not connect to server" and "IoX not found" on Firefox too, but there, the Log Out and then Login process works just fine.

Might you have any idea as to why Safari is not responding as expected to the Log Out / Login. process?

I don't know.  I don't have a Mac so I can't use Safari.

Logging out clears the app local storage which is where the authentication credentials are saved. Maybe the call to clear local storage isn't working on Safari.  Maybe there's a way with Safari to clear data associated with a browser app?

[ISY4Me]

5 minutes ago, bpwwer said:

I don't know.  I don't have a Mac so I can't use Safari.

Logging out clears the app local storage which is where the authentication credentials are saved. Maybe the call to clear local storage isn't working on Safari.  Maybe there's a way with Safari to clear data associated with a browser app?

@bpwwerThe MacBook Pro system is used for all Java work and is by default where I run all the ISY work.  This is the system that demonstrated the initial issue with "Not connect to server" and "IoX not found" in EISY PG3x.  This system has been in use for some time so I am concerned about unknown issues with years of updates.

I am getting a current backup of the computer as I type and when that is done I will reinstall the OS.  That should reload an new version of the OS and all its components.  Sadly that is the only way to refresh the Safari app.  Since this system has been in use for a long time, this seemed like the better thing to try first.

When everything is back up and running, if the Log Out / Login process changes it's behavior I will send a reply to this message.  If re-installing Safari does not change the behavior of EISY PG3x, then I change the default browser to FireFox which seems to work.  Thanks for your help.

[ISY4Me]

14 hours ago, bpwwer said:

I don't know.  I don't have a Mac so I can't use Safari.

Logging out clears the app local storage which is where the authentication credentials are saved. Maybe the call to clear local storage isn't working on Safari.  Maybe there's a way with Safari to clear data associated with a browser app?

@bpwwer Thank you for the feedback.  I completed the MacOS OS re-install on my MacBook Pro Java machine and it had no effect on the Log Out / Login process as the solution to accessing the EISY PG3x web access in Safari.  Perhaps some of this is just the age of the MacBook Pro (2013 release)... the machine is old and Apple dropped support for it some time ago.  At least I have FireFox as an alternate on that MacBook Pro.

Thanks again

 

 

[bpwwer]

While I don't have a Mac, I did get access to one and had no issues connecting to PG3x with safari.

However, I did notice something interesting when I did this.  It appears that the new process only allows one browser connection at a time. When I logged in on the Mac, the UI I had connected on my Linux box disconnected.   Now that I think about it though, that is how it is designed to work.