ISY994 found on My PC, but not the customer's PC

[Schederz]

I'm an installer, IOX Launcher found the customer's ISY994 right away on my laptop, and worked fine. At the end of the service call, I tried to set up the customer's computer so he could access the admin console too. So I installed Java and IOX Launcher, and then I tried accessing the admin console from his laptop via WiFi, but IOX Launcher didn't find any ISYs on the network. So I decided to unplug my working computer from the network switch and plugged his laptop into the same cord and port I was using, but the IOX launcher still didn't find an ISY on his network. We tried restarting the computer, we tried power cycling in ISY994, and I tried to look through the security settings on his laptop. I'm not familiar with Bitdefender so I could have missed some firewall settings. The only other thing I could think of is his computer had a USB-C to USB-A adapter, could that be the issue? I've used one on my computer before with no issues, but maybe some types can handle network signals while others can't. I also use an adapter from Ethernet to USB-A which I used on his computer along with the USB-C to USB-A adapter, but that same setup has worked before with no issues on mine. The only difference was the brand and there is an SD card reader as well as a few USB-A ports on his, while mine only has USB-A ports. Oh, we also tested plugging in his laptop to the network immediately after successfully finding and logging into the admin console on my computer, without fail, mine worked, while his never did.

[Techman]

Is his computer MAC or Windows

[Geddy]

2 hours ago, Schederz said:

I'm not familiar with Bitdefender so I could have missed some firewall settings.

@Schederz welcome to the forums. Sounds like the firewall is more than likely the issue. Is there a way the user would be able to disable it completely and attempt?

Also be sure if they're running Windows (10 or 11) that they have just the standard version of Java installed (directly from java.com - currently Version 8 Update 441 - Release date: January 21, 2025). 

 

If they must keep the firewall active perhaps review this portion of the wiki for guidance: https://wiki.universal-devices.com/Configure_Firewall_Software

It doesn't specifically mention Bitdefender, but I suspect some settings should be similar to the ones mentioned in the wiki. 

If IoX Finder window doesn't find the ISY994 you can attempt to add it manually:  http://isy994.ip.address/desc (I think this works for the ISY994. It's been a while since I had to attempt to add it manually and don't remember if it needed a port. You might need to include ":8080". Be sure to replace "ISY994.ip.address" with the actual IP address of the device)

If the above fails try using the admin.jnlp directly downloaded from the device (use a browser and surf to http://isy994.ip.address:8080/admin.jnlp) then you bypass the need for the IoX Launcher/Finder process. Since it's an ISY994 there aren't any more firmware updates coming so they wouldn't need to get a new admin.jnlp file down the road. 

 

[Schederz]

14 hours ago, Techman said:

Is his computer MAC or Windows

It was a Lenovo laptop of some kind running Windows

[paulbates]

If it's connected via wifi, there's a chance that they picked Public vs Private network under the wifi settings. That could explain the symptoms

[Schederz]

14 hours ago, Geddy said:

@Schederz welcome to the forums. Sounds like the firewall is more than likely the issue. Is there a way the user would be able to disable it completely and attempt?

Also be sure if they're running Windows (10 or 11) that they have just the standard version of Java installed (directly from java.com - currently Version 8 Update 441 - Release date: January 21, 2025). 

 

If they must keep the firewall active perhaps review this portion of the wiki for guidance: https://wiki.universal-devices.com/Configure_Firewall_Software

It doesn't specifically mention Bitdefender, but I suspect some settings should be similar to the ones mentioned in the wiki. 

If IoX Finder window doesn't find the ISY994 you can attempt to add it manually:  http://isy994.ip.address/desc (I think this works for the ISY994. It's been a while since I had to attempt to add it manually and don't remember if it needed a port. You might need to include ":8080". Be sure to replace "ISY994.ip.address" with the actual IP address of the device)

If the above fails try using the admin.jnlp directly downloaded from the device (use a browser and surf to http://isy994.ip.address:8080/admin.jnlp) then you bypass the need for the IoX Launcher/Finder process. Since it's an ISY994 there aren't any more firmware updates coming so they wouldn't need to get a new admin.jnlp file down the road. 

 

I figured that the firewall was causing the issue, but I couldn’t locate the setting that blocks unknown IP addresses—and he didn’t know how to disable it when I asked. I’m used to Windows Defender, as I routinely turn off the firewall on my laptop when programming Lutron Radio Ra2. I’ll check out the wiki section you mentioned to see if I can figure out how to disable it and/or create an exception for the ISY’s IP.

Also, is there a way to get the ISY's IP without logging into the router? I doubt he knows how to log into it because I think the router he has is the previous homeowner's.

[Schederz]

16 minutes ago, paulbates said:

If it's connected via wifi, there's a chance that they picked Public vs Private network under the wifi settings. That could explain the symptoms

I hadn’t even thought of that—I’ll make sure he corrects it. I don’t want him having to go to his basement every time a change is needed, unless absolutely necessary.

[Geddy]

4 hours ago, Schederz said:

Also, is there a way to get the ISY's IP without logging into the router? I doubt he knows how to log into it because I think the router he has is the previous homeowner's.

If the device is connected to UD Portal in the "ISY Information" screen it should show the "Internal IP".

Another option is the ISY994 is running 5.x firmware and if you setup UD Mobile it might have the IP in the "Local Connection Settings" for the controller information. Settings menu in bottom right -> Controllers -> click ISY994 -> click "cancel" on sync pop-up -> "Local Connection Settings" (down arrow on right) 

Otherwise, you'll need to log into the router to find the IP.

Sounds like "user" might be good description for this client of yours. If they're using the prior homeowner's network equipment and needing somebody else to setup the ISY994 seems like there will be a lot of future support calls for you. Good luck! Best thing would encourage them to remove/uninstall the Bitdefender firewall software, replace or reset the router with their own login information so the prior owner isn't able to access it.