Sudden Polisy Pro issues - Please Help!

[StangManD]

For starters, this unit has been "in production" running my home automation for 5 or more years with no changes to networking or anything that would cause any connectivity issues.  I can ping the device IP just fine but I cannot get to it any other way suddenly.

This all started by the unit erroring out from the UD app and my Echos with voice commands saying it was offline or unavailable.  So I was able to ping the IP, get into the local portal just fine via the IoX launcher, backed the unit up for good measure (IoX Backup), then pressed the button on the face twice to do a safe reboot.  Once it came back up, everything reconnected and was fine for about 5 min.  Then the app started complaining again and this time, I could not get into the interface from the IoX launcher.  This has ALWAYS worked.  So I rebooted it again, no help.  I then waited a good 10min and pulled the power cord and plugged it back in... same thing.  On the face, when it's rebooting it has left light solid, right two blink together for a while then go out and it's just the left light.  When it's done booting, the left light is solid, no other lights are on or blinking.  Still after a power cycle this is where I am.  I've had this thing up and running for years with no issues, don't know what happened or what I need to do here to get it working again.  Also, I can still ping the IP of the box, so that is fine but that isn't helping much as I can't get to it via the IoX launcher or app.  I'm fairly certain it's just not working at this point as I can usually tell when it's poling the Insteon devices (lights dim ever so slightly when they are communicating... and it's not doing this anymore when the box boots up which tells me it's probably not actually booting up correctly or completely)  Please help!  Thank you!

[DennisC]

If you clear Java cache and download a new Launcher, and enter the IP address and port manually in to the Launcher does it work then?

If not, suggest you open support ticket with UD.

[StangManD]

Thanks DennisC, really appreciate it.

 

I ended up creating a support ticket after documenting the boot cycle (lights/beeps) and I think I'm in real trouble here.  I don't think it's actually booting.  I have no idea what happened to it to get here.  Whole rack is on a UPS, all equipment has been "power happy" for 3.5+ years with no power bumps or anything.

 

So after a good solid power cycle and staring at it for 30min while I watch lights/beeps to document for this ticket... I don't think it's booting.

 

This is what happens when I power it up (plug the power cable in):

• All 3 lights come on for about 1-2 seconds
• Just the left most light remains on - and that's it.

 

No beeps at all, no more blinking, no nothing.  Just that sequence above when first applying power to the unit and that's it.

Wondering if a factory reset is in order?  As much as that makes me cringe, I'm HOPING my IoX backup helps me out when I get it back up and running.

 

Do you think that's my only chance at this point?  Seems that this thing has somehow become corrupt... again, no good reason why but sometimes these things happen.

[StangManD]

Additionally, I followed your instructions and cleared Java cache and re-installed a new launcher and tried to access via the correct IP/port/address with no luck.

[StangManD]

Another update... what I see (status lights on the box) when I power it on is accurate.  It's silent and I only see the one light change noted previously.  What I DO see suggests that something else is likely going on behind the scenes and perhaps I might be lucky enough to get bailed out of this without a factory reset?

 

With pings, I can see this on my network when I plug power into the unit:

• 35-40 seconds after power is applied, it pulls an IP from DHCP and is on the network with an IP (pingable)
• It begins querying DNS for pkg.isy.io every ~30 seconds repeatedly and constantly

 

All I can do is ping it... SSH is disallowed on the unit as it refuses the connection and I cleared my Java cache, reinstalled the IoX launcher fresh and tried to manually connect following the Wiki instructions with no luck.

 

Thanks, I think this is about all of the troubleshooting / investigation I can do at this time without further ideas or direction.  My gut is to factory reset it and give the IoX backup a shot... but I'll wait for a response in the meantime if anyone can help.  Thank you very much in advance!

[tazman]

You can try replacing the power supply if you have something laying around because it sounds like the unit is not fully booting.

[StangManD]

We have an electronics store near by, I can swing over there and find something of the same spec and hopefully same connector to try... good suggestion, thank you.  I have not yet tested the power supply or tried a different one.

[Goose66]

Sounds like an SSD card problem. Hope not, but I went through something similar. IIRC, UD had to send me a new module.

[StangManD]

Hope not as well... is there even a SSD card in the Polisy Pro?  I know there isn't one accessible from the exterior of the unit.  Do you mean there's a slot and card on the inside of the unit?

[Goose66]

There’s an SSD (not SD card) on the board. Don’t remember the actual interface protocol(s). NVMe? PCIe? eSATA?

Edited Saturday at 03:42 PM by Goose66

[StangManD]

Ah... yes, when it becomes corrupt (certain light arrangement) you have to plug the little ROM flash board they send into the pin header if I remember correctly and it re-flashes it.  Yes, that actually happened to me a few years back but that was a specific light combo after some beeping during boot... where the BIOS becomes corrupt I believe.  Is that what you recall or something different?

 

Mine is not doing that scenario this time unfortunately (as I have that little flash board they sent on-hand).  That issue and solution is outlined in the Wiki.  This is a whole different situation that I am not finding any documentation on.

[Goose66]

Right. That’s exactly what it was. I also have that USB interface board for loading the flash module. I didn’t remember all the details.

Edited Saturday at 03:56 PM by Goose66

[StangManD]

Yep, I kind of figured, that one is well documented... the light combo tells them exactly what needs to be done.  Not sure what happened to mine but this one is unfortunately different... I'm going to test the power brick for kicks before I run up and buy some other one just to rule that out... not sure.

[Guy Lavoie]

31 minutes ago, Goose66 said:

There’s an SSD (not SD card) on the board. Don’t remember the actual interface protocol(s). NVMe? PCIe? eSATA?

The slots in the Polisy are mini PCIe

[StangManD]

The power supply is outputting 12.34v and there's no reason to believe the current (1.5A) isn't there... the light ON the power supply itself is green and the unit doesn't seem to have any sort of "dimming lights" signs or anything else with a shortage of current.  I don't think it's power either.