Power failure, now problems

[shawnv]

Hi all,

Been a long time ISY user, upgraded to EISY many months ago and it’s been working fine. Was running version just prior to the Matter upgrade (been waiting on that). Today, there was a several hour power outage. Power came back on and realized some things were not working (specifically Polyglot Ring integration). Attempted to login to Polyglot and got an error. Then tried the portal and EISY was connected there. Figured maybe it didn’t startup correctly when the power came back so went to reboot EISY… now nothing is online. Upon further investigation I was looking through UD mobile and saw that it stated “Upgrade in progress. Do not power off”. WTH? I didn’t invoke an upgrade, now it’s dead, cannot ping it, doesn’t show up anywhere…Ethernet port shows activity, but that’s all I have. Where do I go from here. 
 

Many thanks in advance for any help. I realize I’ll likely need to open a support ticket, but of course it’s the weekend. 

[paulbates]

Based on your write-up, it seems that it's the eISY. One possibility is if there was a brown out, the hardware of the eISY could have been affected by that.

Have you tried unplugging the eISY and the PLM, if you have Insteon. Wait 30 seconds... Plug in the PLM, wait 10 seconds and plug in the eISY?

[shawnv]

Thanks Paul, 

I haven’t done anything with the PLM. I cannot access the ISY, which, maybe I’m wrong but the PLM is a different branch that should not affect general connectivity via UD mobile, Java app, or portal. 

[paulbates]

The PLM shouldn't affect the ISY, but if it was a brown out and it affected the eISY, it may have affected the PLM too. My comment was more about pulling the plug on the eISY versus rebooting as it could be the electronics affected, not the software

[Geddy]

On 4/26/2025 at 6:53 PM, shawnv said:

Then tried the portal and EISY was connected there. Figured maybe it didn’t startup correctly when the power came back so went to reboot EISY… now nothing is online. Upon further investigation I was looking through UD mobile and saw that it stated “Upgrade in progress. Do not power off”. WTH? I didn’t invoke an upgrade, now it’s dead, cannot ping it, doesn’t show up anywhere…Ethernet port shows activity, but that’s all I have. Where do I go from here. 

Probably best to open a support ticket on this one. If it came up after the power outage and showed was online when you checked the portal, but couldn't access it locally is probably a local network issue. 

Then you said you power cycled it and now UD Mobile said it was updating, but is/seems dead. Not sure how an update got triggered, but if you did pull the power during the update it could have corrupted the update. UD will need to try to see if you can get it started and working again.

Open a support ticket here: https://www.universal-devices.com/my-tickets

Please try to keep up with what is done to get this resolved and try to post back what gets you back up and running. Hopefully it's a "simple" issue. 

[BobM99]

On 4/26/2025 at 7:02 PM, paulbates said:

Based on your write-up, it seems that it's the eISY. One possibility is if there was a brown out, the hardware of the eISY could have been affected by that.

Have you tried unplugging the eISY and the PLM, if you have Insteon. Wait 30 seconds... Plug in the PLM, wait 10 seconds and plug in the eISY?

Coincidence, I had a blackout today. PLM/X-10 wasn't responding, and this advice worked. Thanks!