Node Server Stops and Doesn't Restart

[jwagner010]

So some background, I have 1 NuHeat thermostat that has been running flawless on the node server for a couple of years.  I had to restart my POLISY today and the node server will not restart, says its stopped and logs give me the following:

The ST-NuHeat PG3 Node server log shows:

2023-01-21 05:50:42 info: NS: Starting Node Server
2023-01-21 05:50:42 info: POLY: Interface starting
2023-01-21 05:50:42 info: POLY: Getting config from environment
2023-01-21 05:50:43 error: POLY: MQTT Error:  Connection refused: Identifier rejected

The POLISY Log shows:

1/21/2023, 05:50:37 [pg3] info: [ST-Nuheat(4)]: Restarting Node Server
1/21/2023, 05:50:37 [pg3] warn: [ST-Nuheat(4)]: Was not running. Starting...
1/21/2023, 05:50:40 [pg3] info: startNs:: ST-Nuheat
1/21/2023, 05:50:40 [pg3] info: startNs:: ST-Nuheat is valid
1/21/2023, 05:50:40 [pg3] info: checkLicense:: ST-Nuheat Valid perpetual license found.
1/21/2023, 05:50:40 [pg3] info: startNs:: ST-Nuheat finished update check
1/21/2023, 05:50:40 [pg3] info: [ST-Nuheat(4)] :: Starting Node Server - Version 1.0.2
1/21/2023, 05:50:41 [pg3] info: startNs:: ST-Nuheat updating database (enabled, timestarted)
1/21/2023, 05:50:42 [pg3] info: startNs:: ST-Nuheat starting polls
1/21/2023, 05:50:42 [pg3] info: Starting Node Server Info timer 0
1/21/2023, 05:50:43 [pg3] error: MQTTS: ClientID: 00:21:b9:02:50:a1_4 is already connected. Disallowing multiple connections.
1/21/2023, 05:50:43 [pg3] error: MQTTS: clientError: 00:21:b9:02:50:a1_4 Auth Error
1/21/2023, 05:50:43 [pg3] info: [ST-Nuheat(4)] :: Exit cause code: 2 - signal: null

So I check the actual thermostat and confirm its on wifi.  Login to the Nuheat web portal and it shows the thermostat online and I can control it from their web portal (I did this to double check the ID and password in the node server hadn't expired or changed - all good). Go to my Iphone Nuheat app which was already logged in and can control the thermostat.  Go to my iPad which was already logged in and can control the thermostat.  So this is were it gets weird, I logged out of the Nuheat app on my iPad and then try to login again on the iPad app and it says 'login failed' now (I know ID and password is correct as I just used them to login to web portal).  Its almost like their backend is not allowing any more new logins/connections to my account or limiting the number of total connections?  Any thoughts on how to correct it?  Are others seeing this issue?  I cannot even find a NuHeat support number to call, doesn't appear to be any?       

@simplextech

Edited January 21, 2023 by jwagner010

[bpwwer]

The problem is that the node server didn't really stop when PG3 told it to.  So it's still running.  And because it's still running PG3 won't let you start it again.

If you're familiar with Unix commands, you can ssh to the Polisy and kill off the running copy.  Then use PG3 to start it.

Otherwise, restarting PG3 should also kill it.  If not, a reboot of the Polisy will for sure.

[jwagner010]

Just to close this out, multiple reboots and restarts didn't help.  So I purposely entered my password wrong in the app multiple times to lock my account out, which generated an email notice that my account was locked.  I thought the email would then make me follow a reset procedure I could follow online, the email said to logon to my account to reset my password, pretty useless when I am locked out???????   But good news is there was a support email and phone number in the email that I was able to contact and they were then able to unlock my account.  Once they unlocked my account the NS started working again.  

Not sure why my account became non response/locked on their end before I locked it (I have not needed to enter my account password for over a year) and I never got any emails beyond the one I purposely triggered that someone had tried and locked the account, but before then I couldn't log on from POLISY, APP or Web, I guess its just one of those things and my account became locked on NuHeats end.  Once the NuHeat account was unlocked I rebooted the POLISY and all seems to be working now. 

Edited January 24, 2023 by jwagner010