JRC Posted May 27, 2023 Posted May 27, 2023 (edited) I'm unable to even get to the starting line...my new EISY will not connect to my network. I have all firewall / security software turned off, I initially tried to connect the EISY to the same ethernet port on the switch that the ISY was connected to (and worked fine for years), and I've tried to connect the EISY directly to the router via ethernet ports on the back of the Orbi RBRE960 via ethernet...nothing. The EISY does not show up in the list of connected devices in the Orbi, nor in the Orbi portal. The ethernet port on the switch lights up show active traffic, but the device is nowhere to be found. Any thoughts?! Edited May 27, 2023 by JRC typo
SMiller Posted May 27, 2023 Posted May 27, 2023 I had a similar problem last night with my brand new eisy trying to replace a perfectly good ISY994i that's run my Insteon system for years. I tried for a hour or two using the UD Mobile app on my iPhone to get the eisy wifi to say it was properly connected to my local wifi. I never did get that, although the responses were really opaque and for all I know it was connected. I then plugged in an ethernet cable and used a new copy of the IoX Finder on my PC, which instantly located the eisy and was able to load in the backup I had made of my ISY994. As of today the eisy is working fine on the directly connected ethernet and I have not tried to unplug it to check wifi. Now, I need to figure out what to do with the old ISY994. Seems a waste to let a reliable little computer just sit on the shelf. If anyone knows of a forum topic about repurposing the older boxes please let me know.
JRC Posted May 27, 2023 Author Posted May 27, 2023 (edited) Thanks for the reply here. I had not tried downloading a fresh instance of the IoX software but no luck unfortunately. I'm unable to see the EISY in the device list of the router, and I'm unable to add it using the mobile app (I've tried wired and wifi methods)...nothing works. If have have my ISY turned on, the app (to add a new device) and router (device list) see's it fine and can easily add back to my account, but (ISY turned off and remove from account) when I attempt to add the EISY (wired or wifi) it's not found. Seems so crazy to have to spend so much time just to connect to the network...wondering if I have a defective device. I purchased it some time back but am just now getting to migrating given the June 1 deadline. I have an android device (S22 Ultra) and mac laptops. Edited May 27, 2023 by JRC phone and computer types
JRC Posted May 27, 2023 Author Posted May 27, 2023 I've submitted a ticket to UD Support, thinking the device is defective.
Techman Posted May 27, 2023 Posted May 27, 2023 @JRC Try removing power from the eisy, then rebooting. Have you tried a different ethernet cable between the eisy and your switch?
tazman Posted May 27, 2023 Posted May 27, 2023 Have you tried pressing the multi function button 4 times to reset the network settings?
Geddy Posted May 27, 2023 Posted May 27, 2023 @JRC welcome to the forums! Have you watched this video from UDI for setting up in wired format? https://youtu.be/GdKfAVfz2Fk Also, just good to make sure you read and check the eisy User Guide in the wiki as you get things running. https://wiki.universal-devices.com/index.php?title=Eisy:User_Guide What do you mean by this statement? 2 hours ago, JRC said: If have have my ISY turned on, the app (to add a new device) and router (device list) see's it fine and can easily add back to my account, but (ISY turned off and remove from account) when I attempt to add the EISY (wired or wifi) it's not found. It's fine to keep both ISY and eisy running at the same time. Just for setting up it's fine. Once you move the PLM and/or any ZWave devices to the new eisy please turn off the ISY994. (Especially if you have zwave devices!) 2 hours ago, JRC said: I have an android device (S22 Ultra) and mac laptops. I can't help with the android device as I'm an iOS user. Also, macOS users seem to have success or heartache with IoX Launcher. If you've used the IoX Launcher successfully on the mac in the past to work on the ISY994 then you should be okay once you have the eisy connected to your network. I would do as @tazman suggests of pressing the button 4 times to reset networking then I would do as @Techman says of pulling the power and trying a different network cable. Oddly enough it could be THAT simple. I know I didn't attempt to use an old cable and just use brand new cables when new devices are being added to the network. Just like to keep things "new" that way.
JRC Posted May 27, 2023 Author Posted May 27, 2023 Hey all, thanks for all the responses! I've tried using different ethernet cables, including ethernet cable that was connecting my 994 to my switch. I've hit the power button 10 times to do a reset, I've hit it four times for a network reset, the device doesn't really do anything after I hit the button, but I'm assuming it's resetting is necessary. I've unplugged and plugged the device in 20 to 30 times at least. I make sure that I have the 994 deleted from my account and it is unplugged whenever I'm trying to add the EISY. It appears that the EISY isn't even able to access a network and therefore the mobile app is not able to help with anything. I can confirm this by looking at the router map from my computer and see that it does not see the EISY. Whenever I plug in my 994, it appears. When I try to connect the EISY to the network using wired or wireless it does not work. It does not appear to initiate its own Wi-Fi network when I go that way... The device seems unresponsive, other than the power light that goes from red to blue when I restart it, and interestingly the ethernet port on the back and at the switch shows network traffic activity. I am able to get IOX launcher working, and when my 994 is plugged in it can see it, but I think because the EISY is unable to connect to my network, IoX cannot see it either.
JRC Posted May 27, 2023 Author Posted May 27, 2023 One additional piece of context... When I use the UD mobile app to try to add the EISY, either wired or wireless, the scan of the QR code happens quickly and the app begins to search for the device. In both cases, it's simply times out and says no device found ( for both wired and Wi-Fi).
Geddy Posted May 27, 2023 Posted May 27, 2023 @JRC at this point best to wait for support to reply to your ticket before attempting anything else. You've done so much who knows what status it is in? Just wait for support to assist. Please report back how this is resolved though. Would be interested to learn what happens.
DennisC Posted May 28, 2023 Posted May 28, 2023 With eisy plugged in and turned on, check your router logs to make sure your router is not blocking eisy from receiving an IP address. It you don't find anything, try pressing the multifunction button two times, then wait awhile and check your router DHCP table for the eisy mac address. If you still find nothing at this point, pull the power plug, wait several minutes, plug power back in and check your router again after about 15 minutes.
JRC Posted May 28, 2023 Author Posted May 28, 2023 thanks @DennisC. No luck. Router is not seeing the EISY at all via the logs. I've even 'whitelisted' the EISY's MAC address and in the table it's classified as 'Allowed but not connected'. Will follow the path @Geddy referenced above and will report back what I hear from UD support per the ticket I've submitted. Thanks everyone again for you help!
DennisC Posted May 28, 2023 Posted May 28, 2023 2 hours ago, JRC said: thanks @DennisC. No luck. Router is not seeing the EISY at all via the logs. I've even 'whitelisted' the EISY's MAC address and in the table it's classified as 'Allowed but not connected'. Will follow the path @Geddy referenced above and will report back what I hear from UD support per the ticket I've submitted. Thanks everyone again for you help! One question, did you try the two presses of the multifunction button? The reason I suggested that is some early eisy's become stuck in wifi mode and didn't release to Ethernet and no connection was ever made.
JRC Posted May 29, 2023 Author Posted May 29, 2023 Just tried it a few times this morning. Unplugged the EISY between attempts...still no dice.
DennisC Posted May 29, 2023 Posted May 29, 2023 This is a long shot, but maybe a weak power supply? Try another, 12 volt DC, 2 amp power supply as a test.
Solution JRC Posted May 29, 2023 Author Solution Posted May 29, 2023 Thanks @DennisC Ended up doing a remote session just now and, unfortunately, we think it's a defective device. It doesn't respond to physical button-presses either. Getting a replacement unit and feel well prepared to getting the new one up and running! 1
Geddy Posted May 29, 2023 Posted May 29, 2023 1 hour ago, JRC said: unfortunately, we think it's a defective device dang...that's a bummer. Glad you got some help and hopefully the replacement one will be there before you know it. You certainly know a lot of troubleshooting steps at this point!
JRC Posted May 30, 2023 Author Posted May 30, 2023 All good and I really appreciate everyone's help here along the way. Know this is a rare instance and these things are rock solid so I look forward to being up and running soon. 1
PHigby Posted May 30, 2023 Posted May 30, 2023 On 5/27/2023 at 11:08 AM, SMiller said: I had a similar problem last night with my brand new eisy trying to replace a perfectly good ISY994i that's run my Insteon system for years. I tried for a hour or two using the UD Mobile app on my iPhone to get the eisy wifi to say it was properly connected to my local wifi. I never did get that, although the responses were really opaque and for all I know it was connected. I then plugged in an ethernet cable and used a new copy of the IoX Finder on my PC, which instantly located the eisy and was able to load in the backup I had made of my ISY994. As of today the eisy is working fine on the directly connected ethernet and I have not tried to unplug it to check wifi. Now, I need to figure out what to do with the old ISY994. Seems a waste to let a reliable little computer just sit on the shelf. If anyone knows of a forum topic about repurposing the older boxes please let me know. Always use a wired connection when available.
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