ISY-99i Can't Communicate

[johnmsch]

After a few months of great performance, my ISY-99i isn't turning things on & off and I can't get the statuses of devices.

 

When I go to the admin console, the status column is blank. I hit the Query button on bottom, and get the progress bar saying its querying the devices. When the progress bar gets to 100%, I get an error that it can't communicate with one of the insteon devices. The progress bar then starts over again, and when it completes, I get the error again for another insteon device. This continues until I get a message for each and every insteon device.

 

I have tried rebooting the ISY by unplugging the PLM, let it sit for a few minutes, and plugging it back in. I have tried going into the admin console via HTTP to the address, HTTPS to the address, and HTTPS to isy/admin. I have rebooted my routers, computer and the ISY multiple times.

 

Please help! I'm dead in the water!

 

Thanks

[oberkc]

I cannot help but suspect you are experiencing some communication problems here. Try some scene tests and look for indications of problems. Did you add any new electronic stuff in you house lately? Change locations of old stuff?

 

Like I saw from another poster: troubleshooting communication problems can be "rewarding".

[Michel Kohanim]

Hi,

 

In addition to suggestions by oberkc, please go to Tools | Diagnostics | PLM Status/Info ... make sure it shows as connected. If not, that explains all the problems are you having.

 

Also, since it's all your devices that have communication problems, I would suspect either a faulty PLM or that recently you have plugged in something to the same line as the PLM.

 

With kind regards,

Michel

[johnmsch]

Now the really strange part. I can turn on/off my X10 devices. Still can't turn on/off any of the insteons. Keep getting communication errors, but the X10s work fine, so I know its not a problem with my house wiring. Starting to suspect the ISY is faulty.

[johnmsch]

In addition to suggestions by oberkc, please go to Tools | Diagnostics | PLM Status/Info ... make sure it shows as connected. If not, that explains all the problems are you having.

 

Yep, looks like that's the problem. Its showing as not connected. Wonder what could have caused that? As I said previously, I have unplugged the PLM a couple of times. Perhaps the network cable is loose?

[Michel Kohanim]

Hello again,

 

I do not think it's the cable but you might want to try a new cable. I think the problem is the PLM itlself.

 

With kind regards,

Michel

[johnmsch]

Hello again,

 

I do not think it's the cable but you might want to try a new cable. I think the problem is the PLM itlself.

 

With kind regards,

Michel

 

So how do I go about proving the PLM is defective?

[Michel Kohanim]

Hi John,

 

Do a factory reset on it and retry. If this works, then you will have to do File | Restore Modem (PLM). Also, if this works, then it means that something is wrong with your PLM since this should NOT happen.

 

If this does not work, then the PLM is the cause!

 

With kind regards,

Michel

[johnmsch]

Hi John,

 

Do a factory reset on it and retry. If this works, then you will have to do File | Restore Modem (PLM). Also, if this works, then it means that something is wrong with your PLM since this should NOT happen.

 

If this does not work, then the PLM is the cause!

 

With kind regards,

Michel

 

Ok, will do when I get home tonight. A couple more questions please.

 

How do I do the factory reset? I don't remember seeing this procedure listed anywhere.

 

If the PLM is indeed the culprit, what is the procedure for returning it? I've had the PLM and ISY-99i for just under 6 months.

 

Thanks!

[Brian H]

This is for the 2412S Serial PLM

Unplug the PLM for at least 10 seconds.

Plug it back in while holding the set button on the side.

Hold for 3 seconds then release the set button.

In a short time the LED will light and the Factory Reset is done.

 

If you got the set from Smarthome you can call their Customer Service Department and see what they can do for you.

[johnmsch]

Thanks Brian.

 

Went through the reset procedure a few times, but still can't communicate with the PLM. I'll give Smarthome a call in the morning.

 

I'm assuming that since the Admin Console works, and shows my devices, that means that the ISY works fine? All the devices are in the lighting tree, but I can't see any of the programs.

[Michel Kohanim]

Hi again,

 

Yes, in all likelihood your ISY is working fine/properly.

 

Did you try changing the cable? Also, in some cases, the RJ45 jack on the PLM might not make good connection. As such, take a sharp object and try and push up the gold pins inside the RJ45 on the PLM. If that works, then you do not need a new PLM (it's a connection problem).

 

Please note that SH does not have 2412 in stock. So, you will want to ask them to send you a power supply in case your PLM is replaced with a 2413.

 

With kind regards,

Michel

[johnmsch]

Hi again,

 

Yes, in all likelihood your ISY is working fine/properly.

 

Did you try changing the cable? Also, in some cases, the RJ45 jack on the PLM might not make good connection. As such, take a sharp object and try and push up the gold pins inside the RJ45 on the PLM. If that works, then you do not need a new PLM (it's a connection problem).

 

Please note that SH does not have 2412 in stock. So, you will want to ask them to send you a power supply in case your PLM is replaced with a 2413.

 

With kind regards,

Michel

 

Talked to SH support today. He agreed that I had tried every way of testing (including using a new cable), so the 2412 is bad. Since the 2412 is out of stock and not due in until mid-to-late June, they agreed to send me the 2413s and the power supply. I just pay the difference between those two and the price of the 2412, and send my back 2412.

 

Thanks for all the help here!

[johnmsch]

Ok, I just got the 2413s and the power supply for the ISY. Plugged everything in and brought up the admin console. I'm trying to do the Restore Modem, but am getting this error:

 

[-110022] Couldn't open file [/CONF/FF0A04.REC]

[-110022] Couldn't open config file to read[/CONF/FF0A04.REC]

 

Any ideas what the problem is?

 

Thanks

[Michel Kohanim]

Hello,

 

In all likelihood, the file system has those files locked. What I recommend is this:

1. Restore your last good backup (File | Restore ISY)

2. Follow it up with File | Restore Modem (PLM)

 

With kind regards,

Michel

[johnmsch]

Thanks Michel, that worked, but with a twist.

 

It has been a couple of months since I've done a backup of the ISY. So before I did the restore, I did a couple of extra steps. I took a screenshot of the My Lighting page and did an export of all my programs. I did the restore, and sure enough, there were a few devices that were not in My Lighting. I added them manually, then imported the programs. Everything looks good now.

 

I was curious about something. The restore I did was from a pre-2.7.13 backup. Will this have any effect on the ISY?

 

Thanks again for your help!

[Michel Kohanim]

Hi johnmsch,

 

You should not have any problems with the older backup.

 

With kind regards,

Michel

[Sub-Routine]

Creating a Topology is also a good way to save your work. This will create an HTML page that lists all the scenes a device is a member of and all the members of all the scenes.

 

Rand

 

Thanks Michel, that worked, but with a twist.

 

It has been a couple of months since I've done a backup of the ISY. So before I did the restore, I did a couple of extra steps. I took a screenshot of the My Lighting page and did an export of all my programs. I did the restore, and sure enough, there were a few devices that were not in My Lighting. I added them manually, then imported the programs. Everything looks good now.

 

I was curious about something. The restore I did was from a pre-2.7.13 backup. Will this have any effect on the ISY?

 

Thanks again for your help!