"Failed enabling Internet Access"

[iicdev]

Status & problem description:

1. This ISY has been in service about 4 years for OpenADR at a commercial site. We have not updated firmware (2020 version Isy_UD v.4.9.0), has been running ok.  We just received a new OpenADR URL for it.
2. IoX launcher accesses your site. Also proved access with screenshot where that site returns the expected "Forbidden" for a normal browser access.  Browser can access external sites. 
3. Now the ADR console says "Online" at the top, but in the "My OpenADR" window it says "Offline"
4. We have reviewed & clicked save on network settings in both main dashboard & OpenADR dashboard. Note this is an old rev which allows a static IP address for ISY, which has been working for those 4 years. 
5. We then clicked on "Enable Internet Access (ISY)" on the main console and rebooted. Still Offline as above
6. Screenshots below illustrate each point.

Thank you for your help.

ISY-DR-IssuesWithInternetAccess.pdf

[Techman]

Is the ISY using the router's guest network? 

You might try selecting DHCP on the ISY, assumming that the router is also supporting DHCP

UDI discontinued support for the ISY994 effective last month. The ISY has since been replaced with the EISY, a more powerful platform. See the attached link.

Final Goodbye to ISY994 Series - Universal Devices - News (universal-devices.com)

 

[iicdev]

Thank you for responding. However:

• Note all the screenshots. The IoX launcher finds the ISY & IoX seems to call out for the JNLP file.
• We didn't change settings since it was working last year
• We're very aware of the new eisy - we recently brought one up for OpenADR at another site
• We would want to assume the old model would continue operating at least. In fact the link you give above says "With the exception of ISY 994r, ISY 994 PRO OADR, and OEMs all other models are affected". This is an OADR model.
• This is a commercial install, we really prefer fixed IP, rather than having to reserve it in the firewall.
• However, we tried switching to DHCP & rebooting -- same result.

[Techman]

If you think you're still covered under warranty you can try submitting a support ticket:

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

 

[Brian H]

Do the LED indicators on the network jack on the ISY994i and network jack on your interface. Show anything useful?

 

[iicdev]

Thanks @Brian H.  It's remote at a customer site, a trek to get to. All other networking is working correctly (our site controller, local network devices, internet access inbount & outbound).