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Can't install after purchase following expiration of trial.


SteveB

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I installed the trial of the ecobee NS in early October. It worked well, but I was distracted and let the trial subscription expire on 11/8. I purchased the full version today (11/10) and it shows up in my purchased NS list, however the expired trial is still on the list, too. I tried deleting the NS config from the eisy and removing it from Poly and then re-installing, but no joy. I suspect that the expired record is preventing installation/operation.

Any suggestions on how to proceed?  Screenshot of purchase list with the trial and purchase both listed is below:

image.thumb.png.c9fcc3b759fb23b56fdd103773d43486.png

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The expired plugin will most likely remain in the purchased list.

After purchasing the Ecobee plugin, did you go ahead and install it?

Click the Re-install button on the line that indicates never in the expired column. Then install the plugin in the same slot. You need to scroll down the next page to see that option.

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Thanks, Dennis. Yes, I did that exact procedure. After clicking "re-install" there's another screen where I was asked to re-confirm which package to install (screenshot below). I selected the "Update" option on the perpetual license. I received a successful install confirmation. I then received a successful connection notification from UDMobile for ecobee. Then, after about 90 seconds, I get a disconnect notification from UDMobile. Checking the Polyglot dashboard, it shows me disconnected. There are also 2 messages: one saying the install was successful, the other instructing me how to apply the PIN on the ecobee website (which I did NOT do this time). On previous attempts, I did go and update the PIN with the new one in the message as quickly as I could (i.e. before the disconnnect notice) but that didn't work, either.

 

image.thumb.png.6d8f11f7b4015ef1480fde5c4ebf738b.png

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17 minutes ago, SteveB said:

Thanks, Dennis. Yes, I did that exact procedure. After clicking "re-install" there's another screen where I was asked to re-confirm which package to install (screenshot below). I selected the "Update" option on the perpetual license. I received a successful install confirmation. I then received a successful connection notification from UDMobile for ecobee. Then, after about 90 seconds, I get a disconnect notification from UDMobile. Checking the Polyglot dashboard, it shows me disconnected. There are also 2 messages: one saying the install was successful, the other instructing me how to apply the PIN on the ecobee website (which I did NOT do this time). On previous attempts, I did go and update the PIN with the new one in the message as quickly as I could (i.e. before the disconnnect notice) but that didn't work, either.

 

image.thumb.png.6d8f11f7b4015ef1480fde5c4ebf738b.png

I suggest you download a log package and send it in a private message to the plugin developer for his input.

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Hi SteveB

I've been having exactly the same issue with my Elk Node Server so I strongly suspect that this is PG3 issue and not an issue with the individual node server plugins. 



Now my Elk NS actually started to work correctly on the weekend after several attempts at reinstalls from the PG3 portal and at least 3 reboots of the EISY. I'm unsure exactly what got it working in the end but it might have been a "Restart" from the Elk Node Server Details page immediately after a Reboot of the EISY.  I definitely did not have any luck deleting and reinstalling the Elk NS - it started working after a restart or reboot event.

I also caught the issue before my trial expired, so don't blame yourself for missing the trial expiry date. That doesn't seem to be related.

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With feedback from the developer, I deleted and re-installed the node server (no eisy reboot) and it did re-connect. I believe I did that procedure previously without success, but it definitely worked this time.

Now on to working a similar problem with Ring!

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