Cannot log into ISY Portal -- error 429

[f11]

All back up as normal, Alexa voice control as well.

**Serious KUDOs** to the IT team who put in the hours early on New Year's Day to get this problem solved. As others have mentioned, its not unusual for a telecommunications problem that happens on a holiday to be left until a business day to fix.

Thank you for cutting your New Year's celebrations short to go to work, and/or getting out of bed in the wee hours to look after your customers. That's the sort of dedication that buys you good will when things go wrong.

Rod

[gdntx]

Yep - glad things are back up.   Working in IT I get what it takes to have a major outage anytime, let alone a holiday.    But, tongue in cheek, let's just say - AUTOEXTEND.  

[PaulB]

When I log into my.iso.io I still do not get a green dot next to my device. When I select the ISY WEB Access  option, I get a pop-up box saying "ISY is not online".

For those of you that are back up and running, are any of you using an ISY994i or are you on the newer IESY?

Also, I am located in Toronto Canada - not sure if that makes a difference.

[Geddy]

@PaulB Welcome to the forums. Are you using an ISY994? First make sure the network cable is properly connected.

First, when you're on the portal please confirm that your license is active (Select Tools -> Information -> ISY Portal Access License). 

I don't know why it wouldn't come back automatically, but you might need to re-authorize it. If you're local to the ISY994 open Admin Console and check the Configuration tab then Portals tab. If it isn't online there, but you know the device is able to access the internet I might remove UUID from the portal, close admin console, add it back in the portal, re-launch admin console and approve the portal request.  

[DKump]

I have a ISY994i and had a green dot.  I had to go to Google home on my mobile device and reconnect.  Then everything worked.

[googlenowork]

1 hour ago, DKump said:

I have a ISY994i and had a green dot.  I had to go to Google home on my mobile device and reconnect.  Then everything worked.

Followed the steps and it still doesnt work for me. Some devices show up in google home app then when i try to use them they go offline and wont come back online.

[johnstonf]

14 hours ago, DKump said:

I have ISY portal connected to Google Home.  It's still down for me.  I saw a comment about relinking.  Should I wait or relink?  I'm not sure how to relink other than remove and add device again in ISY portal.  Afraid to do that if it's not fully recovered.  I haven't seen an announcement saying it's down, so not sure how long to wait for an announcement that it's back up.  Not sure what to do, but still down for me.

I'm still down... is it done in ISY Portal??

(Would be nice for @bmercierto provide FULL solutions as they appear... so we don't have to hunt around and waste time)... I found his "solution" but not for ISY owners maybe?).  I attached screenshots...  Error below is when I try to send spokens to Google...

PS was this outage IMPOSSIBLE to forsee?

Edited Thursday at 05:46 AM by johnstonf

[oberkc]

8 hours ago, PaulB said:

For those of you that are back up and running, are any of you using an ISY994i or are you on the newer IESY?

I am on Polisy

[oberkc]

6 hours ago, johnstonf said:

I'm not sure how to relink other than remove and add device again in ISY portal. 

In the google home app, navigate your way (under settings, I think) to "works with google".  Scroll to "universal devices".  If your account is not linked, it should ask you to sign in again.  

I did not have to remove and add devices in the portal, but I ended up deleting non-responsive devices from the google home app and scanning for new devices.  This added back the same devices, but now responsive.  What I did not try, but perhaps you could if your devices remain unresponsive, would be to scan for new devices before deleting them from google home.

[PaulB]

Just got my system back up and running. Thanks to the admin for suggesting that I re-boot my ISY. Once I did that, the system came back on line and I was able to re-link my devices in Google Home.

Appreciate the help, and being back in business!

[johnstonf]

9 hours ago, johnstonf said:

I'm still down... is it done in ISY Portal??

(Would be nice for @bmercierto provide FULL solutions as they appear... so we don't have to hunt around and waste time)... I found his "solution" but not for ISY owners maybe?).  I attached screenshots...  Error below is when I try to send spokens to Google...

PS was this outage IMPOSSIBLE to forsee?

I was able to find the 'Works with Google' in the Home app, and I link the account, sign in with google, then I get a screen 'smart devices added' and I'm supposed to review or add more devices to a room and I click 'done' and then I'm back to the settings screen, so i go 'Works with Google' again and universal devices is not in the linked services!  Still working on this silly thing... driving me nuts!

[DKump]

I'm also very frustrated, but I'm back online.  I had rebooted by ISY twice, but not sure if that really helped.  I reconnected Google and then it was working again.  My only side effect was "ghost" devices in Google home.  I had Chromecast devices that were offline.  I couldn't get them back online.  Then I noticed I had another entry for each (one called TV and other called Chromecast).  I believe I had renamed them to TV.  After reconnecting, it seems to have restored original name and created a ghost of the revised name.  I just deleted the offline devices in Google Home.  Maybe this is the same situation for you about the offline devices.  I know how annoyed you must be.  Given UD knew about the low disk space and assumed it wasn't issue, convinces me it was avoidable.  Bad decision.  Wouldn't want to be that person right now.

[johnstonf]

A day wasted of my life!  WTF guys... 95%!??  (I get very alarmed at 80% full!)

I rebooted my ISY (AGAIN) just to be sure... still no love!

It says connected, but... nope...

See attached video...

[4wireE&M]

Reporting from Florida:

I am using a Policy v5.8.0 with INSTEON and Z-wave devices.  I can log into the console and it will read and display my Ecobee data on the console screen.  When I select and attempt to operate any thing else, like a switch or lock, I get "Request Failed" error.  I noticed it stopped working on 12/30, and hasn't since.

[Geddy]

1 hour ago, 4wireE&M said:

I am using a Policy v5.8.0 with INSTEON and Z-wave devices.

If you were to put in a support ticket the first step they would probably suggest is updating the system to the current IoX release (5.8.4 - been out since summer). Not that it would specifically fix THIS issue, but would put you on the current release so that troubleshooting would be easier to see what's happening. Since you say it stopped working 12/30 it's doubtful that the outage of Jan 1st is the cause. Your issue sounds more PLM related. 

4 hours ago, johnstonf said:

I rebooted my ISY (AGAIN) just to be sure... still no love!

Did you see the information @bmercier posted regarding the issue?

https://forum.universal-devices.com/topic/44576-outage-2025-01-01/

It said to unlink then re-link. Since you're still having issues it might be best to open a support ticket and get assistance with the issue. 

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

[bmercier]

4 hours ago, johnstonf said:

A day wasted of my life!  WTF guys... 95%!??  (I get very alarmed at 80% full!)

I rebooted my ISY (AGAIN) just to be sure... still no love!

It says connected, but... nope...

See attached video...

Thanks for the video.

This is not normal. Looks like account linking is successful, but it won't show it as linked after linking. I suspect something needs to be reset in your Google account. 

Not sure if you use multiple Google account, but one possibility I'm thinking of is it might have been linked previously using a different google account on this same device.

[oberkc]

3 hours ago, bmercier said:

This is not normal. Looks like account linking is successful, but it won't show it as linked after linking. I suspect something needs to be reset in your Google account. 

Not sure if you use multiple Google account, but one possibility I'm thinking of is it might have been linked previously using a different google account on this same device.

This is what happened to me, as well.  I can tell you that I do not have multiple gmail accounts and have only had a single gmail account ever.

[bmercier]

9 hours ago, oberkc said:

This is what happened to me, as well.  I can tell you that I do not have multiple gmail accounts and have only had a single gmail account ever.

Did "Universal Devices" end up being listed as Linked in the Home app?

[Sachelis]

It is down again for me. When I attempt to log in the message “HTTP error ()” is displayed. When I issue a command to Alexa, she replies, “Sorry, the hub that device office lights connected to is not responding. Please check its network connection and power supply.” It has been down for at least 12 hours. I can control devices from the Universal Devices Portal (so I know the hub is working).

[Sachelis]

On 1/2/2025 at 4:32 AM, oberkc said:

I am on Polisy

I’m am using the older device. I got back on when the server (I assume) came back online (although I did need to reconnect Alexa to my account). It appears to be down again and I can no longer log into my.isy.io from a browser. FWIW, I don’t use Google Home.

Edited Friday at 03:32 PM by Sachelis

[Sachelis]

I can now log into https://my.isy.io, but when I choose "Select Tool > Connectivity > Amazon Echo" I get the error message, "ISY is not online."

[Geddy]

1 hour ago, Sachelis said:

I can now log into https://my.isy.io, but when I choose "Select Tool > Connectivity > Amazon Echo" I get the error message, "ISY is not online."

When on the main portal page is there a green dot next to the UUID for your device? It's possible it could be a local network issue that is blocking the Polisy from connecting to the portal. 

If the indicator is that the devices is not online check all network cables to the device and your switch/router. Also, check that you can access the device locally and then click on the Configuration tab then Portals tab to see if the portal is active and shows online or not. 

Log into your router to be sure you see the device as a connected device (since all routers handle this differently you might need to search how to find connected devices if you're not familiar with this process.

Lastly, power cycle the device to attempt to reestablish the network connection. 

Since it appears you're running an ISY994 your support is limited with UD. 

[johnstonf]

14 hours ago, oberkc said:

This is what happened to me, as well.  I can tell you that I do not have multiple gmail accounts and have only had a single gmail account ever.

And I have NEVER used any but my main gmail account.  Also... I have tried it on MULTIPLE devices... of which one is my wife's ipad... so looks NOT device related.

/f

[Sachelis]

1 hour ago, Geddy said:

When on the main portal page is there a green dot next to the UUID for your device? It's possible it could be a local network issue that is blocking the Polisy from connecting to the portal. 

If the indicator is that the devices is not online check all network cables to the device and your switch/router. Also, check that you can access the device locally and then click on the Configuration tab then Portals tab to see if the portal is active and shows online or not. 

The dot (between my UUID and Alias at https://my.isy.io/) was gray. Restarting the device (an ISY994i) resolved it.

Thanks, Geddy!!

[johnstonf]

1 hour ago, johnstonf said:

And I have NEVER used any but my main gmail account.  Also... I have tried it on MULTIPLE devices... of which one is my wife's ipad... so looks NOT device related.

/f

Also, inside my home, @bmercier everything is working ok (my UD-mobile, mini-switches, sensors, blah blah... just no Google commands).  I can run my UD-mobile on data, so the portal is working... but I've been excommunicated by you guys and Google... GET ALONG GUYS! 🤣