update help 911 Polisy update problem

[roberthleeii]

I think I have a problem.  I logged into the admin console to look at something and noticed that there was an update available and with out giving much thought clicked the update automatically to 5.5.9.... button.  I heard some beeping from the other room where my polisy was and thought all was good.  I cleared my java cash, updated it.  after a bit I realized that my lights were not working and went to log in and see what was the problem and the polisy is not showing up... there is nothing there. I have not been making any changes to my ISY for months and forget all the little nuances to get things working. 

Thanks in advance for anyone who can help me.

 

[roberthleeii]

small update I was able to ssh in to the polisy and log in using the default admin username and password (not the password I usually use to log in to the dashboard). (first time ever doing that) so at least there is life in the polisy.....

Edited March 26, 2023 by roberthleeii

[DennisC]

First step is to do a graceful reboot. Since you can log in via ssh, enter sudo shutdown -r now.

That should reboot Polisy.

You mentioned clearing Java cache, which is good, did you then download a new start.jnlp? If not, clear it again, including deleting all 3 check boxes, and then download it from here:

https://isy.universal-devices.com/start.jnlp

Click on the downloaded file and it should add the ISY Launcher to your desktop. Make sure you wait at least 15 - 20 minutes before trying to access the admin console.

Still can't find Polisy, click add button in Launcher and add: https://xxx.xxx.x.xxx:8443/desc and click Ok. Note: Replace xxx.xxx.x.xxx with your IP address.

If that doesn't work, check instructions here:

https://wiki.universal-devices.com/index.php?title=Polisy:User_Guide#Can't_Find_Polisy

and here:

https://wiki.universal-devices.com/index.php?title=Main_Page#ISY_Not_Found

 

[roberthleeii]

32 minutes ago, DennisC said:

First step is to do a graceful reboot. Since you can log in via ssh, enter sudo shutdown -r now.

That should reboot Polisy.

You mentioned clearing Java cache, which is good, did you then download a new start.jnlp? If not, clear it again, including deleting all 3 check boxes, and then download it from here:

https://isy.universal-devices.com/start.jnlp

Click on the downloaded file and it should add the ISY Launcher to your desktop. Make sure you wait at least 15 - 20 minutes before trying to access the admin console.

Still can't find Polisy, click add button in Launcher and add: https://xxx.xxx.x.xxx:8443/desc and click Ok. Note: Replace xxx.xxx.x.xxx with your IP address.

If that doesn't work, check instructions here:

https://wiki.universal-devices.com/index.php?title=Polisy:User_Guide#Can't_Find_Polisy

and here:

https://wiki.universal-devices.com/index.php?title=Main_Page#ISY_Not_Found

 

@DennisC

Thank you for your reply but it did not work. I followed all the directions above. I still cannot find the the ISY(Polisy).  SSH still works so it is running....   one of the final steps in the above instructions is to reboot the polisy and when i did that i noticed that I never heard any beeps. 

 

any other suggestions to get things working?

[DennisC]

18 minutes ago, roberthleeii said:

@DennisC

Thank you for your reply but it did not work. I followed all the directions above. I still cannot find the the ISY(Polisy).  SSH still works so it is running....   one of the final steps in the above instructions is to reboot the polisy and when i did that i noticed that I never heard any beeps. 

 

any other suggestions to get things working?

Did you try all the steps from both wiki's?

If you can not find your Polisy by adding the IP address to the Launcher manually and you are not running a VPN or antivirus software, it is possible your IP address changed.

Check your router and confirm you have the correct IP address. 

Also, confirm you used https and the port :8443, and that you did not change the port at sometime.

Did you check the error lights on front of Polisy?

If ISY Launcher cannot find your ISY:

1. Most importantly, you need to reinstall the ISY Launcher
2. VPN software is running on your computer or you're on a VPN network
3. Unit is not on the same network as your compute. Perhaps you changed routers? If so: follow these instructions
4. If not #1, please open your router page and see whether or not you see ISY994-EMS (for ISY) or polisy (for Polisy) in the list of LAN clients. If you find the IP address, then, in ISY Finder, click on the Add button and enter
   1. ISY994: http://1.2.3.4/desc (replace 1.2.3.4 with the actual IP of ISY in the router)
   2. Polisy: https://1.2.3.4:8443/desc (replace 1.2.3.4 with the actual IP of Polisy in the router)
5. If not #2, then perhaps the unit is not powering on:
   1. ISY994: Please make sure the pattern is as outlined here
   2. Polisy: Reboot the unit, all 3 LEDs should get lit and then only the left most is lit. Wait for 30 seconds. You should hear a beep
6. If not #3, the issue is that you might have firewall/VPN software (especially VPN). Please do #2

 

Maybe try removing power one more time?

Edited March 26, 2023 by DennisC
Added troubleshooting steps.

[TRI0N]

17 minutes ago, roberthleeii said:

@DennisC

Thank you for your reply but it did not work. I followed all the directions above. I still cannot find the the ISY(Polisy).  SSH still works so it is running....   one of the final steps in the above instructions is to reboot the polisy and when i did that i noticed that I never heard any beeps. 

 

any other suggestions to get things working?

Have you tried going to this address http://YourPolyIP:8080/admin.jnlp Open and Run the icon it creates on the desktop. See if you can access the Poly that way.

As for the SSH Password, that apparently didn't just happen to me either. The admin password for SSH turned out to be just admin too.. You can run "passwd" no quotes to change the admin password. 

PS if your port is different than 8080, use that in the address I gave you.


TRI0N

Edited March 26, 2023 by TRI0N

[roberthleeii]

3 minutes ago, DennisC said:

Did you try all the steps from both wiki's?

If you can not find your Polisy by adding the IP address to the Launcher manually and you are not running a VPN or antivirus software, it is possible your IP address changed.

Check your router and confirm you have the correct IP address. 

Also, confirm you used https and the port :8443, and that you did not change the port at sometime.

@DennisCThanks,

yes, i did try all the steps from both wiki's,

IP is the same, i can see it from my router and i can access it from ssh

I don't not know how to check if the port has changed....

 

[roberthleeii]

5 minutes ago, TRI0N said:

Have you tried going to this address http://YourPolyIP:8080/admin.jnlp Open and Run the icon it creates on the desktop. See if you can access the Poly that way.

As for the SSH Password, that apparently didn't just happen to me either. The admin password for SSH turned out to be just admin too.. You can run "passwd" no quotes to change the admin password. 

TRI0N

@TRI0N Thank you,

That address does not work for me. (yes  I did put my correct IP in there)

Any other ideas?

[DennisC]

First, check this:

Check error light on front to see if they match my post above.

• Make sure you have connected the network cable to the right jack on the back of the unit (the right most when Polisy is facing you)
• Make sure your router is initially DHCP enabled

Possibly a bad cable?

[roberthleeii]

It is like the Polisy is running but the polygot i

3 minutes ago, DennisC said:

First, check this:

Check error light on front to see if they match my post above.

• Make sure you have connected the network cable to the right jack on the back of the unit (the right most when Polisy is facing you)
• Make sure your router is initially DHCP enabled

Possibly a bad cable?

no error lights are on. Only the left most light is on and nothing is blinking.

Just in case I reconnected the network cable to see if anyting was loose or bad.

did not help 😢

[TRI0N]

11 minutes ago, roberthleeii said:

@TRI0N Thank you,

That address does not work for me. (yes  I did put my correct IP in there)

Any other ideas?

Try these. Lets see if the hostname for the polisy is broadcasting.

https://polisy:8443

This should take you to the Polisy web homepage on the device. 

Then try: https://polisy:8443/admin.jnlp


TRI0N
 

Edited March 26, 2023 by TRI0N

[DennisC]

5 minutes ago, roberthleeii said:

It is like the Polisy is running but the polygot i

no error lights are on. Only the left most light is on and nothing is blinking.

Just in case I reconnected the network cable to see if anyting was loose or bad.

did not help 😢

Can you try another cable?

I am out of suggests, you should open a support ticket:

https://www.universal-devices.com/my-tickets/

 

[roberthleeii]

6 minutes ago, TRI0N said:

Try these. Lets see if the hostname for the polisy is broadcasting.

https://polisy:8443

This should take you to the Polisy web homepage on the device. 

Then try: https://polisy:8443/admin.jnlp


TRI0N
 

they don't work....

no services seems to be running....

i don't really know what i am looking for but this is what processes seem to be running on the polisy when I ssh in

[roberthleeii]

3 minutes ago, DennisC said:

Can you try another cable?

I am out of suggests, you should open a support ticket:

https://www.universal-devices.com/my-tickets/

 

@DennisCThank you for your help,

I did change cables. 😢 but not good...

I opened a ticket earlier but am trying to get it sorted sooner rather than later incase it takes them a long time to reply. 

Thanks again.

[DennisC]

Try one more thing from the ssh screen:

sudo service udx restart

 

[DennisC]

1 minute ago, roberthleeii said:

@DennisCThank you for your help,

I did change cables. 😢 but not good...

I opened a ticket earlier but am trying to get it sorted sooner rather than later incase it takes them a long time to reply. 

Thanks again.

If you wrote you are down, they typically reply within a few hours, sometimes even on weekends.

[roberthleeii]

19 minutes ago, DennisC said:

Try one more thing from the ssh screen:

sudo service udx restart

 

🤷‍♂️ nope. still seems like no services are actually running 🤔

[TRI0N]

Yeah if the command line sudo service udx restart doesn't do it, then steps taken beyond that will need UD Support. Your Polisy isn't even broadcasting its hostname. 

TRI0N

[roberthleeii]

@Michel Kohanim has already started messaging me through my UD support ticket. That is amazing customer service on a Sunday 😁😁

[Geddy]

@roberthleeii excellent to hear you're getting support from @Michel Kohanim. Having gone through all the above it sounds like you might have had an older Polisy system and it was stuck in the an update loop that was impacting systems many months ago. Hopefully Michel has you all patched and caught up to speed now.

If you still need help let us know. Also, make note of what you had to do to get it resolved and post here to possibly help others that might stumble into this issue. Most importantly is if you remember what IoX version you were running before you hit the "Upgrade Packages" button. My guess would be something in the early 5.5.x range. I think there was an issue that didn't complete the auto upgrade process around 5.5.3 or 5.5.4.