Can see my eisy (Firm:5.7/UI:5.7) and all insteon devices, but can't control them

[TMcCarthy]

Hi,

My eisy has been working fine until a few days ago.  I can see everything from the Admin Console, but trying to control anything doesn't work.  I've tried rebooting, but no change.

Help is appreciated!

Tim McCarthy

[Techman]

Try clearing your java cache, be sure to check all 3 boxes, then download the IoX Launcher from here:

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

Let me know if that resolved your issue.

 

[TMcCarthy]

No change.  Could my PLM be shot?

[Geddy]

@TMcCarthy Open the Event Viewer (Tools -> Diagnostics -> Event Viewer)

In Event Viewer window press "Clear" on the bottom left. Then set "Level" to "3. Device Communications events"

Drag that window to the side a little bit. Click on a device and control it from admin console (turning it on or off - depending on it's current state). 

You should see something similar come through the Event Viewer:

Fri 11/10/2023 03:07:06 PM : [INST-TX-I1  ] 02 62 46 0D F9 0F 11 FF
Fri 11/10/2023 03:07:06 PM : [INST-ACK    ] 02 62 46.0D.F9 0F 11 FF 06          LTONRR (FF)
Fri 11/10/2023 03:07:06 PM : [INST-SRX    ] 02 50 46.0D.F9 44.D1.80 2F 11 FF    LTONRR (FF)
Fri 11/10/2023 03:07:06 PM : [Std-Direct Ack] 46.0D.F9-->ISY/PLM Group=0, Max Hops=3, Hops Left=3
Fri 11/10/2023 03:07:06 PM : [D2D EVENT       ] Event [46 D F9 1] [ST] [255] uom=100 prec=0
Fri 11/10/2023 03:07:06 PM : [46 D F9 1       ]       ST 255 (uom=100 prec=0)

You're looking for the "ACK" and "SRX" lines to know if the PLM is communicating. 

 

Would you please post what Firmware you're on for  IoX? Also, go to link below when local to your eisy and post the ISY- version info.

https://eisy.local:8443/WEB/sysconfig.txt 

(If you get a security warning that's fine, click advanced and proceed)

Look for:

isy-5.7.0_5
Name           : isy
Version        : 5.7.0_5

If you're on 5.7.0 and not "_5" please be sure to run the "Upgrade Packages" process and perform a full power cycle of the device.  Allow the device to fully update - leave any alert windows open in the process. You should receive a "update complete please reboot" type of message. 

Rather than pressing reboot on admin console please perform a full power shutdown:

• Press the power button 6 times 
• Blue light should turn red after about 30-60 seconds
• Unplug device
• Wait 20-30 seconds
• Plugin device
• Wait 2-5 minutes for the device to fully boot and be functional.

Now try to access the admin console and try controlling devices again.

If still unable to control devices please open a support ticket with UDI for them to help further. 

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

 

[TMcCarthy]

I've checked all you suggested, but haven't done the full power shutdown yet.  The IoX firmware is 5.7, the eisy is 5.7.0_5. When looking at the Event Viewer I see the attached and it says "PLM not initialized, command not sent."  What does that tell me?

Thanks!

 

 

eisy_231110.txt

Edited November 11, 2023 by TMcCarthy
adding content

[Geddy]

@TMcCarthy I’m only on a mobile device so can’t download/view your attachment. Sounds like could be PLM issue. 

First, please backup the current IoX system to have a current backup. How recently have you made a backup otherwise?

What do you get when you click on Tools / Diagnostics / PLM Status Info?

if that shows connected look up PLM Link Tables (note, this isn’t just counting them as that number can change with any activity during the count). Mainly you want to see that it’s not empty. An empty link table could suggest the PLM is bad. 

When you can perform a power cycle of the eisy also power cycle the PLM. Be sure to plug the PLM in first and allow it a few seconds to initialize. Then plug in the eisy and allow it time to fully boot. 

Make sure the PLM isn’t on a UPS or power strip. If you have other “noise” producing devices plugged in nearby remove them. Maybe try the PLM on a different circuit in the house. 

Lastly, how is the PLM connected to the eisy? Only USB connections are available for the PLM. What wires are being used to connect the PLM? If a USB type PLM all good. if Serial what adapters are you using to connect to USB? 
 

Next I would suggest opening a support ticket with UDI if there is other troubleshooting they can suggest. 

[larryllix]

Status and controls are different Insteon channels/connections. Try doing a Restore on each device, one at a time. Sometimes one connection can be lost or scrambled in your PLM or devices. Restore usually repairs that by putting what ISY thinks should be back into your PLM.

Right click on a bad actor device name and select Restore from the falldown menu.

[TMcCarthy]

Hey Geddy,  My replies below.

Q: "First, please backup the current IoX system to have a current backup. How recently have you made a backup otherwise?"

A: Done. I have a backup from when I upgraded to 5.7.0 from 5.6.3

Q: "What do you get when you click on Tools / Diagnostics / PLM Status Info?"
A: 0.0.0 v0 / Not Connected

Q: "Lastly, how is the PLM connected to the eisy? Only USB connections are available for the PLM. What wires are being used to connect the PLM? If a USB type PLM all good. if Serial what adapters are you using to connect to USB?"
A: I purchased one of the serial PLM kits when I bought the eisy

Q: "Next I would suggest opening a support ticket with UDI if there is other troubleshooting they can suggest." 

A: I did the full power shutdown on the eisy and powered down the PLM.  Plugged PLM into separate outlet then plugged in the eisy, but after eisy rebooted I still get "0.0.0 v0 / Not Connected"  So, I'm assuming the PLM is shot.  I'll open a UDI support ticket with the assumption I'll need to buy a new PLM.  Probably go with a USB one like 2413U.

Thanks for your help!!!

Tim

[Geddy]

12 minutes ago, TMcCarthy said:

Q: "What do you get when you click on Tools / Diagnostics / PLM Status Info?"
A: 0.0.0 v0 / Not Connected

Yeah, seems either bad PLM or maybe a bad cable since still didn’t connect after power cycling. Only other suggestion would be to try to factory reset the PLM and see if it would connect. 

Do you still have the ISY994? I might suggest connecting to that to see if it sees it with a standard network cable. If so that would point to bad cable. If not then points back to bad PLM.
 

How old is the PLM? There should be a date code on the sticker on the back. 

Good luck

[TMcCarthy]

54 minutes ago, Geddy said:

Do you still have the ISY994? I might suggest connecting to that to see if it sees it with a standard network cable. If so that would point to bad cable. If not then points back to bad PLM.
 

How old is the PLM? There should be a date code on the sticker on the back.

No, don't have the ISY994 anymore.  The PLM is old.  Originally installed in December, 2013.

Thanks very much for your help!

[Techman]

@TMcCarthy

Is the green led on the PLM lit, if not then its power supply failed.

10 years is quite old for a PLM. The older PLMs has issues with capacitors failing. In the long run you're better off with a USB PLM as there's less to fail.