eisy not working properly - failed upgrade?

[palacekeeper]

I was doing some maintenance on my servers and unplugged the EISY. Later on my phone I noticed that it appears it may have been in the middle of an upgrade when it was powered off because there was a notification from the EISY app that it was upgrading. After that it wouldn't come back up correctly. I was not aware that it was upgrading nor was I aware that it would upgrade on its own!

I am able to get to the console with a monitor and keyboard and logon with default admin account, and I was able to set the dhcp address and login with iox and the admin console. At this point I can log into the admin console with my usual credentials and see my devices, programs etc. but none of them work if I try to turn them on. Anything I try says request failed. All devices are zwave.

The Z-wave menu says "Zmatter z-wave not responding". I've tried powering off and removing the zwave dongle and plugging it back it, but no luck. It does show up on the computer in device manager, but with ? icons - not sure if that is normal. 

HELP! Other symptoms are that it doesn't seem to reboot remotely from the admin console and restarting iox from the admin console does nothing. logs show "0    null         Fri 2025/03/07 08:54:23 PM    System    Unknown    " repeatedly but with updated timestamps, of course.

I would consider trying a factory reset but before I try anything else I wanted to see what you recommend next. I do have backups including zwave devices if needed, but they are a couple months old. That would be fine but I need guidance on what to do next and whether to try a factory reset.

I can't control any lights. what a mess!

Thanks!

[Jimini]

Hi,

Your message popped up in my email queue so I thought I should at least answer.  I am currently having problems with my eisy but I am not sure my experience will have relevance or not to your issue.  I don't have any z-wave devices, only Insteon ones.  I just replaced my old 994i with an eisy in January so I'm new the different platform.  I managed to get all my Insteon devices working with my old programs.  Then I tried getting into something new by installing a UD Mobile notification plugin.  I thought that also was working fine when a few days ago an error popped up from the UD Mobile app, complaining that my eisy is not connected to my network.  One of the suggestions in the error message was to try rebooting so I tried that using the button on the eisy, pushing it 5 times. The reboot seemed to work OK but it didn't make the error message disappear.  I submitted a ticket and Michel suggested that I try rebooting by holding the eisy button in until it turned red and then push it again so it turned blue.  That did initiate a reboot but it also initiated an upgrade, which I didn't anticipate.  When this finished, none of my Insteon devices worked.  Consequently, my programs all failed. Not knowing what else to do, I repeated the reboot with eisy button (red to blue). When that finished, there was no message whether the upgrade completed or not. I found out later that it had not.  But after this second reboot, all my Insteon devices magically worked.  My programs also worked.  

At that point, I still had the error message from UD Mobile, the upgrade didn't complete and ISY Portal claimed that my eisy was not connected to the network even though I could communicate with eisy from Admin Console on my Mac computer. Michel worked with me for most of the morning such that he got what appeared to be a successful upgrade, but still the error message persisted and ISY Portal still claims that my eisy is not connected to the network.  But my programs work and I receive valid notifications from UD Mobile, etc.  

The only part of my experience that might relate to yours is that after one reboot left me with non-working Insteon, the second reboot got them back working.  But I have no idea if the is relevant to your case since I don't know what is causing your problem or mine for that matter.  The downside of doing a factory reset may be that you will have to reset some parameters back to what you set them to in the course of bring up your system.  It would seem that if stopping your system in the middle of an upgrade left your system partly upgraded, rebooting likely won't return your system to the original state or the fully upgraded state.  Likely, you may need to get back to the state of your system before the half-completed upgrade ran.  Going back to a factory default configuration may give you something that you can then upgrade, but if you have a backup, would it be better to retreat to the backup version that was working and then look at a possible upgrade?  

I wish you the best.

[DennisC]

I would suggest opening a service ticket with UD.

[palacekeeper]

11 hours ago, Jimini said:

Hi,

Your message popped up in my email queue so I thought I should at least answer.  I am currently having problems with my eisy but I am not sure my experience will have relevance or not to your issue.  I don't have any z-wave devices, only Insteon ones.  I just replaced my old 994i with an eisy in January so I'm new the different platform.  I managed to get all my Insteon devices working with my old programs.  Then I tried getting into something new by installing a UD Mobile notification plugin.  I thought that also was working fine when a few days ago an error popped up from the UD Mobile app, complaining that my eisy is not connected to my network.  One of the suggestions in the error message was to try rebooting so I tried that using the button on the eisy, pushing it 5 times. The reboot seemed to work OK but it didn't make the error message disappear.  I submitted a ticket and Michel suggested that I try rebooting by holding the eisy button in until it turned red and then push it again so it turned blue.  That did initiate a reboot but it also initiated an upgrade, which I didn't anticipate.  When this finished, none of my Insteon devices worked.  Consequently, my programs all failed. Not knowing what else to do, I repeated the reboot with eisy button (red to blue). When that finished, there was no message whether the upgrade completed or not. I found out later that it had not.  But after this second reboot, all my Insteon devices magically worked.  My programs also worked.  

At that point, I still had the error message from UD Mobile, the upgrade didn't complete and ISY Portal claimed that my eisy was not connected to the network even though I could communicate with eisy from Admin Console on my Mac computer. Michel worked with me for most of the morning such that he got what appeared to be a successful upgrade, but still the error message persisted and ISY Portal still claims that my eisy is not connected to the network.  But my programs work and I receive valid notifications from UD Mobile, etc.  

The only part of my experience that might relate to yours is that after one reboot left me with non-working Insteon, the second reboot got them back working.  But I have no idea if the is relevant to your case since I don't know what is causing your problem or mine for that matter.  The downside of doing a factory reset may be that you will have to reset some parameters back to what you set them to in the course of bring up your system.  It would seem that if stopping your system in the middle of an upgrade left your system partly upgraded, rebooting likely won't return your system to the original state or the fully upgraded state.  Likely, you may need to get back to the state of your system before the half-completed upgrade ran.  Going back to a factory default configuration may give you something that you can then upgrade, but if you have a backup, would it be better to retreat to the backup version that was working and then look at a possible upgrade?  

I wish you the best.

Thanks Jimini, that information was helpful. I was not aware of the red/blue sequence causing an update. In fact, my intent was to power off the device before unplugging it and must have ended up with it coming back on to upgrade. In any case, I tried the red/blue sequence again, but in my case it didn't make any difference. 

I did open a ticket but since it was on Friday I'm floating helpless until Monday because I'm doubtful that support will help over the weekend, and unable to control my landscape lights outside (it's so dark!). 

It's in an odd state at this point:

1. I can get into the console locally with a monitor and keyboard.

2. DHCP doesn't work on its own but I can use a sudo command to release/renew an IP, which is enough to connect using IoX.

3. In the IoX, all of my devices and programs are there, and I did a backup in its current state, but the Zwave menu is unavailable/not responding.

4. I tried the reset button 5 times for reboot, and also 6 times to reset the zwave dongle. Both seemed to have yielded nothing. After the 6 button presses the power button has been red for about 15 minutes so far, so I tried pushing the power button to see if it changes to blue, but it stayed red. I'm thinking it could still be resetting the dongle or doing nothing at all. Who knows!? Nothing on the screen of the connected monitor, though.

5. Next I'm thinking of 10 presses for a factory reset and then maybe restoring whatever backup I have OR following the migration backup/restore that I did almost a year ago, but of course I'd lose my changes since then.

If you or anyone else is reading this and have any other ideas, I'd appreciate anything else to try!

3 hours ago, DennisC said:

I would suggest opening a service ticket with UD.

Thanks, I did open one last night, but since I'll be down the whole weekend waiting on a response on Monday I'm trying to find other solutions in the meantime.

[DennisC]

24 minutes ago, palacekeeper said:

Thanks Jimini, that information was helpful. I was not aware of the red/blue sequence causing an update. In fact, my intent was to power off the device before unplugging it and must have ended up with it coming back on to upgrade. In any case, I tried the red/blue sequence again, but in my case it didn't make any difference. 

I did open a ticket but since it was on Friday I'm floating helpless until Monday because I'm doubtful that support will help over the weekend, and unable to control my landscape lights outside (it's so dark!). 

It's in an odd state at this point:

1. I can get into the console locally with a monitor and keyboard.

2. DHCP doesn't work on its own but I can use a sudo command to release/renew an IP, which is enough to connect using IoX.

3. In the IoX, all of my devices and programs are there, and I did a backup in its current state, but the Zwave menu is unavailable/not responding.

4. I tried the reset button 5 times for reboot, and also 6 times to reset the zwave dongle. Both seemed to have yielded nothing. After the 6 button presses the power button has been red for about 15 minutes so far, so I tried pushing the power button to see if it changes to blue, but it stayed red. I'm thinking it could still be resetting the dongle or doing nothing at all. Who knows!? Nothing on the screen of the connected monitor, though.

5. Next I'm thinking of 10 presses for a factory reset and then maybe restoring whatever backup I have OR following the migration backup/restore that I did almost a year ago, but of course I'd lose my changes since then.

If you or anyone else is reading this and have any other ideas, I'd appreciate anything else to try!

Thanks, I did open one last night, but since I'll be down the whole weekend waiting on a response on Monday I'm trying to find other solutions in the meantime.

While it is possible if you do upgrade packages the upgrade will complete.

However, I highly recommend waiting until you hear from UD, in order to minimize risk.

Often you can receive a response on Sunday.

[palacekeeper]

ok thanks Dennis.

I did try pushing the reset button 10 times, but it's been 20 minutes and still on the red light. I suspect it did nothing like the other things I tried, but I will wait longer to try bringing it back up again.

in the meantime, I will probably bring up the old ISY994 and add the landscape lights back on that one. It's a security issue because we are in the middle of the woods, and it's pitch black out there without them!

[palacekeeper]

So even pushing the button 10 times did not seem to revert to factory because it still isn't getting an IP address on its own. Now when I assigned it IoX finds it but no longer shows the menu to start the console. Totally sucks.

 

For the old ISY, should I be able to use the same IoX launcher to connect to it? I have the ISY994 up and using a static IP that I had set up in the past, but IoX won't find it and won't connect by IP address.

I tried both http://1.2.3.4/desc format and http://1.2.3.4:8443/desc and both with https but I get Not Found. I also cleared Java cache, apps, etc. 

Is there something I need to do in order to be able to connect to the old one using the currently installed Java and Iox?

Thanks.

[mmb]

11 minutes ago, palacekeeper said:

Tied both http://1.2.3.4/desc format and http://1.2.3.4:8443/desc and both with https but I get Not Found. I also cleared Java cache, apps, etc.

Try pinging the IP address and see if it's alive.

[palacekeeper]

yes I can ping it, and I verified that the IP is correct - even power cycled with a ping -t and watched it go off and back on. The launcher won't add it and a browser says ERR_CONNECTION_REFUSED

[mmb]

42 minutes ago, palacekeeper said:

I tried both http://1.2.3.4/desc format and http://1.2.3.4:8443/desc and both with https but I get Not Found. I also cleared Java cache, apps, etc. 

Is there something I need to do in order to be able to connect to the old one using the currently installed Java and Iox?

Thanks.

Try http://1.2.3.4:8080/desc  or https://1.2.3.4:8443/desc 

[palacekeeper]

I didn't try the 8080 but did try the other one. I was able to get in by using the portal, but I had to pony up another $44 for my old ISY license because it wouldn't function until I renewed the license. Oh well, at least for now I was able to add the outside lighting into the old system until I get some help for UD support.

What's especially odd about this, though, is that the EISY won't even factory reset, but it will let me log in to the admin console. Things like time zone don't seem to sync, I can't uncheck network settings options, it won't reboot or restart IoX within the console, etc. 

All I should have to do to factory reset is push the little reset button 10 times, correct? Am I missing something?

 

[mmb]

10 minutes ago, palacekeeper said:

I didn't try the 8080 but did try the other one.

Did you make sure you used https with 8443 and not http?

[bgrubb1]

can u SSH to it ?

if so try

sudo pkg install -f isy

sudo shutdown -r now

 

[palacekeeper]

Sorry if it wasn’t clear. I got into the old isy994 and added my lights outside to the old system for now.

Now I’m back to trying to factory reset the eisy.

Was the ssh suggestion for the factory reset of the eisy?


Sent from my iPhone using Tapatalk

[mmb]

Pretty rare you would have to do a reset.

Can you ssh to it?

[palacekeeper]

Yes I can ssh to it, and I attempted the command suggested earlier, assumedly to force the packages install and reboot. Didn't work though. I got several lines of "pkg: An error occured while fetching package", "unable to update repository udi" and "error updating repositories"

All attempts to factory reset have failed so either it's half bricked or I'm doing it wrong. I've tried pushing the button 10 times both when its up with a blue power button and when its down with a red power button. 

[mmb]

I would submit a ticket then, they are are pretty prompt on their response time.

My bother had strange problems and Chris sorted it out pretty quickly.

The OS is pretty bullet proof.

[palacekeeper]

Yeah I did that last evening. Just waiting to hear back. In the meantime trying to make some progress but epic fail so far.


Sent from my iPhone using Tapatalk

[mmb]

 

Edited Saturday at 10:57 PM by mmb

[cutthroat]

7 hours ago, bgrubb1 said:

can u SSH to it ?

if so try

sudo pkg install -f isy

sudo shutdown -r now

 

This fixed mine that wasn't working after the upgrade.

[palacekeeper]

I tried it again and it runs successfully but doesn't fix anything. After every reboot I have to tell it to release/renew an IP address in order to connect again. Once connected, no changes and still in the same state.

Michel responded to my ticket this morning and sent me some commands to run. As far as I can tell, those commands didn't fix anything yet. After running those, I can no longer connect with IoX. 

I'll reply back with any significant updates and hopefully a resolution once Michel provides next steps.

[palacekeeper]

Update: I didn't notice it right away because the IP address changed. It appears to be working after running the commands that Michel provided, as follows:

-----

"

Hi James, I am so very sorry to hear. 

If you can ssh or login directly, please do this:

sudo pkg install -f isy
sudo pkg install -f udx

sudo tail -f /var/udx/logs/log ... wait till it either errors out (let me know the error) or successfully starts.

If successfully starts:

sudo shutdown -r now

If it errors out, please let me know the error."

-----

So, to clarify, when I ran the first two commands I got the prompt back very quickly, so I wasn't sure if I should run the tail command right after. I tried it and got a few errors but then a little later the second command apparently finished and it rebooted. After that I reconnected and ran the tail command (was just for logs I'm assuming but no big deal to run it for future reference). 

Later I noticed on my phone that it had come back up (from the app) so I went in and tried IoX which worked with a new IP it grabbed. Everything seems to look okay and I ran a few tests which worked. Interestingly, the 3 landscape light switches all still work - even though I added them to the old ISY system yesterday. I shut down the ISY and as of now the EISY seems to be back up and running fine. 

Added bonus - in the process it upgraded to version 5.9.1

Kudos to Michel!

Edited 14 hours ago by palacekeeper

[tokenworker]

Problem resolved - followed resolution forum instructions
 

sudo pkg install -f isy
sudo pkg install -f udx

sudo tail -f /var/udx/logs/log ... wait till it either errors out (let me know the error) or successfully starts.

If successfully starts:   

sudo shutdown -r now