eisy no reboot after package upgrade

[SRS]

I purchased eisy with zwave dongle May 2024 and migrated from isy. All well.

Today the admin console notified me of available package updates. I clicked on the button to upgrade packages. I received 3 notifications of upgrade in progress then nothing for over 30 minutes. I logged out of admin console and tried to reconnect but Eisy not found. I tried adding http://192.... discovered using arp -a. Eisy not found. 

UD Mobile reports offline.

I single-clicked the multi-function button on the eisy thinking it just needed a nudge. Nothing. 

After an hour since start, I powered down, unplugged, counted to 30, and plugged back in. Power button turned from red to green. But still offline. 

I cannot view logs through the portal because, well, offline. 

Am I going to have to do a hard reset and reload everything? I do have a recent backup so it would be the very end of the world but if there are other ideas I'm all ears. 

[Guy Lavoie]

This is an issue that's known to sometimes happen with the update, and is almost always recoverable. UDI strongly prefers that you open a ticket.

[SRS]

I shall. Thank you. 

 

[SRS]

I read someplace on this forum that I should try to connect using ssh. I found a discussion of how to do that via the Windows command prompt and I receive the message "The authenticity of host [IP address] can't be established... Are you sure you want to continue connecting?" Am I sure? 

 

FYI the UD Mobile error message is "Error. Connection Type: oAuthPortal. 03 Controller not online or not communicating with Universal Devices Portal... Try reboot." I did try reboot... It seems connected to my network, see ssh post prior. 

 

[Guy Lavoie]

19 minutes ago, SRS said:

I read someplace on this forum that I should try to connect using ssh. I found a discussion of how to do that via the Windows command prompt and I receive the message "The authenticity of host [IP address] can't be established... Are you sure you want to continue connecting?" Am I sure? 

 

That should not be a problem. If you're willing to try the fix yourself, scroll down to tokenworker's post in the following thread. If you're not comfortable with that, open a ticket with UDI.

 

[SRS]

Thank you for the read. I had skimmed through that and related. I think a ticket is the ticket. I did submit one on Friday #26592. I just thought I'd try connecting via ssh just to see if I could. 

I replied YES to the ssh question and received: ssh_dispatch_run_fatal: Connection to [IP addr] port 22: Unknown error

Edited March 17 by SRS

[Geddy]

2 hours ago, Guy Lavoie said:

That should not be a problem. If you're willing to try the fix yourself,

A ticket is the preferred option! As the post (solution) from Michel in the thread linked above DO NOT ATTEMPT TO FIX YOURSELF! It could cause more damage and put the device in a state that's difficult/impossible to fix. Wait for the ticket to receive a reply. It shouldn't go too many days without a reply, but if you don't have a reply soon then post an update to it for it to re-trigger in their system. 

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

As Michel points out that support tickets also benefits UD as they learn what is causing systems to fail/stall with the update. So please don't go goofing around in SSH and trying random commands that others are posting.

[SRS]

Roger that. No goofing here. Was just trying to determine if ssh connection possible. Ticket rules.

[balli]

So is the upgrade safe or does it always fail?

[SRS]

Back up and running. Re "safe": nothing was screwed up other than the off-line issue. Support had me up and running quickly and simply. (Highly recommend NOT installing packages late on a Friday.) 

SRS out. 

[Geddy]

1 hour ago, balli said:

So is the upgrade safe or does it always fail?

Which upgrade are you talking about and what device are you using? I updated my eisy to 5.9.1 a few weeks ago without issue. You have to expect that those that have issues will post to the forums to get help. Those that have simple updates tend not to post about their successful updates.

Don't be in a hurry. Don't expect it to be done in 60 seconds. This (5.9.1) is a major update and took a while to process. I suggest using a computer with the admin console to run the update. Be sure you follow the directions on the release post from Michel.

 

@SRS glad you're back up and running! Support at it's finest I'm sure.