Frequent eisy offline/online notificatio

[inovermyhead]

I’m getting frequent UD Portal notifications that my eisy is offline, then a few minutes later that it’s back online.  The notifications seem to come in random spurts, sometimes many (6-10) in a day, sometimes none.  And the offline to back online interval is always 8 or 9 minutes.  The eisy is on a wired Ethernet connection, not Wi-Fi.  So far I haven’t been able to discern any pattern or obvious cause for the notifications.  Anybody have any clues or suggestions for what to check?

[Jimini]

I started to see the same problem over the weekend, 4 days ago.  A day later my neighbor, who is on the same cable internet service, told me that he was having the same problem.  At that time, the off periods were longer, many minutes long interrupting my work.  We were having some rain and I thought that may have something to do with it.  I was busy with other non computer work and didn’t want to take the time to deal with my ISP.  He called the ISP and they rebooted his modem/router combo. The next day, I power cycled my modem and the problem reduced fewer and shorter offline periods.  Yesterday, it occured 4 times, with each only one minute long.  I have been assuming this is still a problem with my ISP.  My neighbor does not have any ISY or EISY.  He didn’t report to me any more problems after his modem/router was rebooted so I have assumed his is fixed, but he likely doe not have any monitor that would report offline problems of a  minute or two.   

[flsenior]

I too have been seeing the same problem over the past couple of weeks.  It is always in short duration.  My ISP is showing no outages.  I do not see the same problem on other devices.  For example, I was accessing the Eisy via the UD portal on my desktop.  The app indicated that the Eisy was offline, however, I was able to access other web sites during the "outage".  Also I stream tv and there was no interruption. 

[inovermyhead]

@flsenior - same here: During the eisy "offline" periods I can and have other internet services going, like Amazon Music.  So the problem is not at the ISP end...   Sort of reassuring to hear that others are observing the same issue; suggesting that it's not something unique to my setup.  Thanks.

[Ross]

I've been seeing the same messages with my ISY for the past few days.

[bwdavis7]

Yup. Just like @inovermyhead described initially.

Care to share your last offline / online times?

Offline last 2/7/2025 09:32 PM EST

Back Online at 2/7/2025 09:41 PM EST

[bwdavis7]

Does your offline periods align with mine?

Offline 02/01/2025 04:02 PM EST

Online 02/01/2025 04:11 PM EST

.

.

.

Offline 02/07/2025 09:32 PM EST

Online at 02/07/2025 09:41 PM EST

Offline 02/08/2025 07:53 AM EST

Online 02/08/2025 08:02 AM EST

Offline 02/08/2025 10:02 AM EST

Online 02/08/2025 10:11 AM EST

Edited February 8 by bwdavis7

[Geddy]

@inovermyhead @Jimini @flsenior @Ross @bwdavis7

There was a portal maintenance post a few days ago. Have any of you performed a full power cycle since that maintenance? I wonder if maybe some devices didn’t reconnect correctly and are dropping randomly trying to update or properly reconnect. 

I would suggest making sure all devices are up to date and power cycle (either by button push to reboot or power down and completely pull the power supply doe 20-30 seconds).

HOWEVER, by being “up to date” I’m not suggesting randomly pushing the update packages button. There were reports of an update out, but there have been some that had issue with that so DO NOT just push the update button.

Go here: https://eisy.local:8443/WEB/sysconfig.txt  (Or replace “eisy.local” with the device IP)

Also check here:  https://eisy.local:8443/WEB/pkg.upgrade.htm (Again, might need to replace “eisy.local” with the device IP)

looking for something like:  (for eisy/Polisy)

• udx-3.5.8

• isy-5.8.4

• pg3x-3.2.27

If you’re devices are current and you have performed a power cycle and still getting disconnects please open a support ticket with UD and see if they can narrow down the issue. Please post back any results from the support ticket to help others having this issue.

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

 

 

[bwdavis7]

12 hours ago, Geddy said:

looking for something like:  (for eisy/Polisy)

• udx-3.5.8

• isy-5.8.4

• pg3x-3.2.27

I checked and have all the above. I had previously opened a ticket and exchanged comments with Michel. So far, no resolution. Also, prior to the ticket, I did all I could think of (reboot, upgrade, one-button push) with no change. From what I can see it is not on my end. My internet connection is stable, no parental filters, not using WiFi (wired Ethernet to EISY) 

Based on what I can see from my notifications, the first instance of this behavior occurred on 

02/01/2025 04:02 PM EST

Hopefully, that aligns with some event that occurred on the Portal side so this can be resolved. 

Edited February 9 by bwdavis7

[inovermyhead]

@bwdavis7, no, no match between your offline/online times and mine. @Geddy, yes same versions of UDx, isy and PG3x.  I haven't tried (but will) a hardpower off restart on my easy.   However, the fact that my cycle/notification times don't match those of bwdavis7 AND that the offline/online notifications have been going on for me for some time (I just finally got tired enough of this to post in the forum) would suggest that the problem is local to individual eisys, not something at UD's end, correct? 

[bwdavis7]

@inovermyhead I added my first notification of being offline on 2/1. Was your first occurrence before that date? Also, does it not seem odd that both of ours are offline for 9 minutes exactly almost every time?

I still say it's on the remote side until something else convinces me otherwise. There is nothing else that is internet connected on my end that is showing stability issues.

Edited February 8 by bwdavis7

[inovermyhead]

@bwdavis7, yes, I've been getting the offline/online notifications well before 2/1.   I don't recall exactly when I started noticing these, since I was just deleting them.  Part of the impetus for "fixing" the issue and posting on the forum is that I will be going on a long international trip soon and wanted to delete unnecessary push notifications that will incur roaming data charges.  Did you recently add or update your eisy?   While I've had my eisy for nearly a year, it was only in December that I finally sat down and migrated everything from my trusty but old ISY994.  Extending from @Geddy's thinking could it be a plugin that's causing this?  I have installed: ISYLink, Weatherflow, Wireless Tags, Holidays, Webcontrol832, AVremote, Roku Media Player, Push, Sun, ISY Portal, Nanoleaf, Presence, Backup, Ecobee, TimeData, UnifPresence and Kasa (some outdated from ISY994/PG2)

[dex]

I see these momentary offline gaps on my system, as well.  My offline-to-online gaps are typically 3 minutes long (not 9 as others have observed).  This has been going on for many months, perhaps more than a year, and has appeared to be harmless.  I assumed it to be some maintenance, since it is always off hours/overnight.

Today, however, the system went offline at 4:48 AM (Pacific time) and has not returned online. 

I can sign into the Admin Console on a PC and navigate and control devices.  Programs are running locally from my Polisy execute just fine (e.g., exterior lights were turned off at sunrise).  I've done a hard power-off/on reset and reboot from the AC, but when the device comes back up, it works but is not connected to the ISY Portal.

In the Configuration / Portals tab, my Portal Integration shows "Offline" and "Registered."  The Refresh button doesn't alter the status — still offline.  

Meanwhile, if I sign into the ISY Portal site via a browser, it says my ISY is offline.  

The UD mobile app says the Polsy device is offline, but I can ping the Polisy IP address.  

No other internet issues with the other several dozen things on my network, so I don't think network instability or service is an issue.

Agree with @bwdavis7 — this feels like a remote-side issue.  However, one thing feels like it could be a local problem.  Even though the Admin Console on a PC on the same network can access the ISY with no problem, using the Polisy device's IP address (with port number) in a browser gives a "connection refused" error.  This typically allows browser access without problem.

Any additional troubleshooting suggestions to narrow the cause?

Firmware and UI are v5.8.4.

 

Update: I submitted a ticket.  I'll post anything I learn that may help others.

Edited February 8 by dex
added note that I submitted a support ticket

[Geddy]

1 hour ago, dex said:

In the Configuration / Portals tab, my Portal Integration shows "Offline" and "Registered."  The Refresh button doesn't alter the status — still offline. 

@dex be sure that your portal license is still valid and hasn't expired.

Login to the web portal then:

Select Tools -> Information -> ISY Portal Access License

 

@bwdavis7 Keep us posted on if there is any additional information on the support ticket.

@inovermyhead not sure if a plugin could cause this. Doubtful, but if something is sending a lot of information to the log it could cause problems. I recall that being an issue early on, but think it's been resolved in recent updates to PG3x. It would be good to doublecheck that you don't have plugins set to debug log level. It's fine to leave them at "info" or "warning" until you're in a need to troubleshoot specific plugins. Again, there was something along the way that I thought PG3x will default a plugin log mode to "info", but can't be sure that's still the case. Just check each plugin and the log levels to be sure. 

 

The portal maintenance was 1/30. So if you started having issues 2/1 (or later) it probably isn't directly related. Though if they go back before that time it's also more than likely a different issue.

Last ditch option for those that have them hard wired to the router would be to use a different network cable and a different port on the router/hub it's connected to. 

[dex]

@Geddy Yep, I checked that earlier, but I forgot to list it in my actions taken.  My subscription renewed in September and good through 9/2025.

[dex]

40 minutes ago, dex said:

@Geddy Yep, I checked that earlier, but I forgot to list it in my actions taken.  My subscription renewed in September and good through 9/2025.

Update:  Oddly, without any additional action, the system came back online after 9+ hours.  I'm grateful it's back, but I would like to know what caused it all.

[inovermyhead]

@Geddy Thanks for the suggestion: I checked all of my plugins and the log level for a couple were set at "error" or "critical" level .  I've now got them all at "warning".  I can rule out a router problem: two weeks ago my custom router (Untangle running on a Supermicro 1U) failed (I think an HDD problem but haven't had a chance to do a real diagnosis yet) so I switched to a backup - an old Linksys WRT54G - and the offline/online notifications have continued.

 

[Geddy]

3 minutes ago, inovermyhead said:

I can rule out a router problem

I’d still try a different network cable. Just a random attempt. 

[inovermyhead]

@geddy,  will do🙂