Kentinada Posted December 19, 2023 Posted December 19, 2023 (edited) I was trying to set up a notification through the UD Mobile app this morning and I got these Notifications (See attached). I did not request an upgrade so I don't know why it happened or what was upgraded. My Eisy will now not come online. I can still log into the admin console and turn on/off devices but UD Mobile and the ISY Portal think it's offline. I have completely rebooted more than once by removing the power and plugging in again. My Eisy is plugged into an ethernet switch. I have also moved it to a different port on the switch. Help please. Edited December 19, 2023 by Kentinada Added 2nd screenshot
jkmcfadden Posted December 19, 2023 Posted December 19, 2023 I ran across this post because I am having the same issue - my eISY went offline last night. It was initially still showing in my local network but could not reach the UDI portal. I rebooted and now it won't even show up as attached to my router. I tried the button clicks to reset network, reboot (several times now) and still no luck, it is not attaching to my router. Not sure what else to try except a full reset. I'll wait to see if maybe it clears up but I am not hopeful.
Whitehambone Posted December 19, 2023 Posted December 19, 2023 I think there might be a problem on UD's side. The ISY Portal shows my device has been offline since 7:19 a.m. I rebooted early this morning because a program was not responding and that is when I noticed.
Kentinada Posted December 19, 2023 Author Posted December 19, 2023 @jkmcfadden and @Whitehambone OMG, thanks. I thought I was losing my mind and couldn't figure out what I did to mess this up.
jkmcfadden Posted December 19, 2023 Posted December 19, 2023 (edited) I also have two eISYs at two locations. One is still showing online with the portal so I don't think this is a portal issue. I worry that this might be an update issue. I also saw a brief message that an upgrade was in process before all of this happened. Edited December 19, 2023 by jkmcfadden
Kentinada Posted December 19, 2023 Author Posted December 19, 2023 @jkmcfadden I wonder if the upgrade part is the common factor?
Geddy Posted December 19, 2023 Posted December 19, 2023 @Kentinada and others this looks to have been a Portal issue. Should be resolved based on @bmercier post.
Solution bmercier Posted December 19, 2023 Solution Posted December 19, 2023 12 minutes ago, Geddy said: @Kentinada and others this looks to have been a Portal issue. Should be resolved based on @bmercier post. Hi Geddy, This was not a portal issue. The infrastructure was up all the time, and over 6000 units never lost their connection. There has been no changes on portal, no reboot, no lack of resources, nothing. Some units just disconnected and reconnected later. Something happened on the internet between some customers and the portal infrastructure. 1
Geddy Posted December 19, 2023 Posted December 19, 2023 @bmercier sorry...you're correct. Was just looking at the initial subject of your post.
Kentinada Posted December 19, 2023 Author Posted December 19, 2023 (edited) I am still offline. Do I need to reboot to get back online or should I go online automatically? Edited December 19, 2023 by Kentinada
bmercier Posted December 19, 2023 Posted December 19, 2023 2 minutes ago, Kentinada said: I am still offline. Do I need to reboot to get back online or should I go online automatically? It should be automatic. The unit retries to connect every minutes or so. You must have another problem going on as we have pretty much the same number of units connected as before. So perhaps in your case you should try a reboot. If this does not come up, please open a ticket, reference this thread, let me know your uuid, and attach your error log.
Kentinada Posted December 19, 2023 Author Posted December 19, 2023 A reboot got me back online. Thanks. 1
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