Current Status: Disconnected

[BDuncan]

I have an Eisy running IoX v5.8.4 and PG3x v3.2.27.  The OpenWeatherMap (v 4.0.2) shows a status of disconnected.  I installed some additional plugins as a test and they all show a current status of disconnected and none of them generate a log file.  There is a Real-time Polyglot log file, but it does not list any errors or warnings.

This might not be an OpenWeatherMap issue, but I am focusing on it because that is the plugin I want to use.

I can successfully make this API call, so I think my API key is working:

https://api.openweathermap.org/data/3.0/onecall?lat=39.739178&lon=-104.989765&4&appid={API key}

I tried rebooting many times.  I have upgraded packages in the administrative Console.

My guess is that PG3x is not communicating with IoX.  Under IoX Configuration – Update IoX, I entered username “admin” and the password that I use log into the Admin Consol.

Without a log file with an error message, I am not sure how to troubleshoot this issue.

I am looking for troubleshooting suggestions.

[bpwwer]

It appears that PG3x is unable to start any of the plug-ins.  If you select he details/log for one of them (there won't be a log) there should be a button to download a log package.  Download that and post or PM it to me.

[BDuncan]

Thanks for replying.  This is what I see when I click on Download Log Package.  

 

 

This is the Polyglot log file from the last time I started PG3x to when I clicked on Download Log Package in OpenWeatherMap (with some things x'ed out).

 

2024-11-30 10:49:07.463 [pg3] info: ------------------------------------------------------------
2024-11-30 10:49:07.464 [pg3] info: Starting PG3x version 3.2.27
2024-11-30 10:49:07.465 [pg3] info: Using Workdir /var/polyglot/pg3/
2024-11-30 10:49:07.469 [pg3] info: Starting sqlite database at /var/polyglot/pg3/pg3.db
2024-11-30 10:49:07.494 [pg3] info: Encryption key found ID: 5cc8b6ee-3435-490f-xxxx-xxxxxxxxxxxx. Database version 1
2024-11-30 10:49:07.497 [pg3] info: Query IoX for platform UUID.
2024-11-30 10:49:23.159 [pg3] info: ------------------------------------------------------------
2024-11-30 10:49:23.160 [pg3] info: Starting PG3x version 3.2.27
2024-11-30 10:49:23.161 [pg3] info: Using Workdir /var/polyglot/pg3/
2024-11-30 10:49:23.164 [pg3] info: Starting sqlite database at /var/polyglot/pg3/pg3.db
2024-11-30 10:49:23.170 [pg3] info: Encryption key found ID: 5cc8b6ee-3435-490f-xxxx-xxxxxxxxxxxx. Database version 1
2024-11-30 10:49:23.173 [pg3] info: Query IoX for platform UUID.
2024-11-30 10:49:23.197 [pg3] info: Found IoX with UUID 00:21:b9:02:64:95
2024-11-30 10:49:23.201 [pg3] info: Loaded globalsettings successfully. Database version 1
2024-11-30 10:49:23.204 [pg3] info: isys currently in table: [{"id":"999affbe-3ee0-4732-xxxx-xxxxxxxxxxxx","uuid":"00:21:b9:xx:xx:xx","name":"ISY","ip":"localhost","port":8080,"username":"xxxxxxxxxx@gmail.com","password":"xxxxxxxxxx","enabled":1,"discovered":1,"version":"5.8.4","secure":0,"timeAdded":1612319665051,"timeModified":1732988848318,"dbVersion":1}]
2024-11-30 10:49:23.204 [pg3] info: isy table: Loaded (1) successfully
2024-11-30 10:49:23.205 [pg3] info: IoX: 00:21:b9:02:64:95 5.8.4 localhost 999affbe-3ee0-4732-xxxx-xxxxxxxxxxxx
2024-11-30 10:49:23.207 [pg3] info: nodeserver table: Loaded 4 nodeserver(s) successfully
2024-11-30 10:49:23.209 [pg3] info: store is up-to-date
2024-11-30 10:49:23.220 [pg3] info: Forcing custom certificates to off
2024-11-30 10:49:23.222 [pg3] info: Updated configuration with overrides
2024-11-30 10:49:23.223 [pg3] info: Setting PG3 log level to warn
2024-11-30 10:50:10.127 [pg3] warn: Logging to console is disabled. Log file is in /var/polyglot/pg3/logs/pg3-current.log
2024-11-30 11:33:31.078 [pg3] warn: Request for customparamsdoc. Not found in database
2024-11-30 11:33:31.079 [pg3] warn: Request for customtypedparams. Not found in database
2024-11-30 11:33:31.079 [pg3] warn: Request for notices. Not found in database
2024-11-30 11:33:31.740 [pg3] warn: Request for customparamsdoc. Not found in database
2024-11-30 11:33:31.741 [pg3] warn: Request for customtypedparams. Not found in database
2024-11-30 11:33:31.741 [pg3] warn: Request for notices. Not found in database
2024-11-30 11:45:51.870 [pg3] warn: Request for customparamsdoc. Not found in database
2024-11-30 11:45:51.870 [pg3] warn: Request for customtypedparams. Not found in database
2024-11-30 11:45:51.870 [pg3] warn: Request for notices. Not found in database
2024-11-30 11:55:22.754 [pg3] warn: Request for customparamsdoc. Not found in database
2024-11-30 11:55:22.754 [pg3] warn: Request for customtypedparams. Not found in database
2024-11-30 12:01:48.923 [pg3] warn: Request for customparamsdoc. Not found in database
2024-11-30 12:01:48.923 [pg3] warn: Request for customtypedparams. Not found in database
2024-11-30 12:07:49.315 [pg3] warn: Request for customparamsdoc. Not found in database
2024-11-30 12:07:49.315 [pg3] warn: Request for customtypedparams. Not found in database
2024-11-30 15:40:45.162 [pg3] warn: Request for customparamsdoc. Not found in database
2024-11-30 15:40:45.163 [pg3] warn: Request for customtypedparams. Not found in database
2024-11-30 15:40:45.163 [pg3] warn: Request for notices. Not found in database
2024-11-30 15:40:55.203 [pg3] error: downloadLog: Error: File not found: /var/polyglot/pg3/ns/0021b9026495_12/logs/debug.log
    at Object.addLocalFile (/var/polyglot/node_modules/adm-zip/adm-zip.js:258:23)
    at /var/polyglot/node_modules/@universaldevices/pg3x/lib/routes/log.js:151:16
    at async /var/polyglot/node_modules/@universaldevices/pg3x/lib/services/https.js:48:9

Edited November 30, 2024 by BDuncan
More log file info

[Geddy]

6 hours ago, BDuncan said:

I tried rebooting many times. 

Have you just been rebooting from the admin console option or performing a full power cycle by using the multi function button or pressing and holding the power button?

Since it appears multiple plugins are not connecting you might have a failed update and would need to open a support ticket with UD to check the system for hung processes. 

I would suggest opening a ticket: https://www.universal-devices.com/my-tickets/

Please be sure to post back the solution from support for this issue to help others if they should have similar issues.

[bpwwer]

18 hours ago, BDuncan said:

Thanks for replying.  This is what I see when I click on Download Log Package.  

 

 

And did the browser download a <plugin>.zip file?   The .zip file includes more than just the PG3x and plug-in log files which is why I asked for that.

From the log above, it looks like you changed the logging level for PG3x from 'info' to 'warnings'.  When trying to debug issues, that's not really a good idea as we use the info level messages to understand what PG3x is doing.  The one error shown was expected since we know the plug-in didn't start and generate a log file yet.

[BDuncan]

21 hours ago, Geddy said:

Have you just been rebooting from the admin console option or performing a full power cycle by using the multi function button or pressing and holding the power button?

Since it appears multiple plugins are not connecting you might have a failed update and would need to open a support ticket with UD to check the system for hung processes. 

I would suggest opening a ticket: https://www.universal-devices.com/my-tickets/

Please be sure to post back the solution from support for this issue to help others if they should have similar issues.

I have rebooted using the admin console and with the multi function button (clicking six times).

The Upgrade BIOS button in the Admin Console is greyed out, which is normal, right?  I clicked on the Upgrade Packages button, after which I was able to open Polyglot 3x and install the packages.

I will open a ticket and, of course, post back the solution from support.

[BDuncan]

5 hours ago, bpwwer said:

And did the browser download a <plugin>.zip file?   The .zip file includes more than just the PG3x and plug-in log files which is why I asked for that.

From the log above, it looks like you changed the logging level for PG3x from 'info' to 'warnings'.  When trying to debug issues, that's not really a good idea as we use the info level messages to understand what PG3x is doing.  The one error shown was expected since we know the plug-in didn't start and generate a log file yet.

The browser did not download a <plugin>.zip file.  I cannot download log files from any of the plugins.  I can download pg3_.zip and system_.zip from the Polyglot log file page.

[bpwwer]

18 hours ago, BDuncan said:

The browser did not download a <plugin>.zip file.  I cannot download log files from any of the plugins.  I can download pg3_.zip and system_.zip from the Polyglot log file page.

Ok, that seems like a bug in PG3x, it should be able to create/download something even if the plug-in doesn't start.  Not having that will make if more difficult to debug.

At this point, I'd suggest reinstalling one of the plug-ins, capturing the PG3x log file after that (make sure it's level is set to 'info') and attaching that log to a ticket to UDI.

[BDuncan]

Just to follow up…

I submitted a ticket to UDI and they were able to quickly resolve the problem.  They also suggested the problem might have been caused by a failed update.

I logged into eisy using SSH with the command:

ssh admin@eisy.local.IP

where eisy.local.IP is my local esiy IP address (just the numbers with no port number).  I logged in using password admin, even though my Admin Console and Polyglot V3 password is something different.

I then ran the command:

curl -s https://pkg.isy.io/script/fix.it | sudo bash

I had to enter the password admin again.  At the end of that command the esiy restarted.  I then reinstalled all plugins and everything worked.