Cant Access EISY|Home

[DBC]

EISY working great for past 10 months. Last week between midnight and 4 am it looks like the EISY lost all configuration. IP was lost, IoX wont connect, tried adding the EISY manually in the IoX client to no avail. Cant ping it. UDMobile wont connect ..... says cant contact host error 403. No other network changes made at that time. No router updates or changes. Rebooted EISY several times to no avail. Connected to screen and keyboard and can see bootup process running. ifconfig shows no ip address on re0. Any thoughts? 

[Guy Lavoie]

What version of IoX were you running up until now? 5.9.1 or older? If older, any hints that an update might have happened? Tried just unplugging and reconnecting the network cable, or a different cable? Everything else in your local network is working as before?

[Techman]

@DBC

In addition to what @Guy Lavoie suggested, try removing power from the eisy for about 30 seconds

[Guy Lavoie]

Since you can access it on the console, what happens if you try to reinitiate the acquisition of a ip address? Something like this:

sudo dhclient -r re0

What error message do you get, if any?

Edited Wednesday at 09:00 PM by Guy Lavoie

[DBC]

18 hours ago, Guy Lavoie said:

What version of IoX were you running up until now? 5.9.1 or older? If older, any hints that an update might have happened? Tried just unplugging and reconnecting the network cable, or a different cable? Everything else in your local network is working as before?

Cant confirm version as cant access right now. Don't believe an update occurred. All cables changed and all other local devices performing as before. Full internet capability on all other devices. 

18 hours ago, Techman said:

@DBC

In addition to what @Guy Lavoie suggested, try removing power from the eisy for about 30 seconds

Performed hard reboot and soft reboot to no avail. also unpowered for 2-3 hours. No difference.

[DBC]

17 hours ago, Guy Lavoie said:

Since you can access it on the console, what happens if you try to reinitiate the acquisition of a ip address? Something like this:

sudo dhclient -r re0

What error message do you get, if any?

Hi there. So got into console via putty SSH. Did get new IP address using similar command. got error DHCP Client Service not running. Started the DHCP Client service and now have an IP on the EISY. Can ping internal and external ips so DNS and IP/TCP working. Tried to connect via manual method through IoX using IP Address but no luck. Found the following in the /var/log/messages file ..

Jun 19 09:01:09 eisy daemon[76888]: 2025-06-19 09:01:09.271 [pg3] ^[[32minfo^[[39m: ------------------------------------------------------------
Jun 19 09:01:09 eisy daemon[76888]: 2025-06-19 09:01:09.274 [pg3] ^[[32minfo^[[39m: Starting PG3x version 3.2.27
Jun 19 09:01:09 eisy daemon[76888]: 2025-06-19 09:01:09.275 [pg3] ^[[32minfo^[[39m: Using Workdir /var/polyglot/pg3/
Jun 19 09:01:09 eisy daemon[76888]: 2025-06-19 09:01:09.279 [pg3] ^[[32minfo^[[39m: Starting sqlite database at /var/polyglot/pg3/pg3.db
Jun 19 09:01:09 eisy daemon[76888]: 2025-06-19 09:01:09.284 [pg3] ^[[32minfo^[[39m: Encryption key found ID: 4e2e082c-144b-46a7-aa0d-85183fdfda27. Database version 1
Jun 19 09:01:09 eisy daemon[76888]: 2025-06-19 09:01:09.288 [pg3] ^[[32minfo^[[39m: Query IoX for platform UUID.
Jun 19 09:01:09 eisy daemon[76888]: 2025-06-19 09:01:09.302 [pg3] ^[[31merror^[[39m: Getting IoP UUID failed: Error: connect ECONNREFUSED 127.0.0.1:8080
Jun 19 09:01:09 eisy daemon[76888]: 2025-06-19 09:01:09.303 [pg3] ^[[31merror^[[39m: Is the IoX service enabled?  The IoX service must be enabled for PG3x to start.
Jun 19 09:01:09 eisy daemon[76888]: 2025-06-19 09:01:09.303 [pg3] ^[[32minfo^[[39m: PG3 shutdown complete with code: 0

 

 

[DBC]

Looks like IoX Service not running. Checked in the rc.conf file and no inication of IoX starting. Also says maintain by UDX so not making any changes there.

[admin@eisy /etc]$ more rc.conf
###MAINTAINED BY UDX####
###DO NOT MODIFY###
###MATTER SUPPORT###

hostname="eisy"
# Set dumpdev to "AUTO" to enable crash dumps, "NO" to disable
dumpdev="NO"

zfs_enable="YES"
dbus_enable="YES"
sshd_enable="YES"

clear_tmp_enable="YES"

#NTP
ntpd_enable="YES"
ntpd_sync_on_start="YES"

#HDMI is disabled by default
#kld_list="i915kms"

#make sure we support double stack
ipv6_ipv4mapping="YES"

#don't delay the boot waiting for default route
defaultroute_delay="0"

#Network Interfaces (default)
rtsold_enable="YES"
rtsold_flags="-a"

dhcpcd_enable="YES"
dhcpcd_interface="re0"
dhcpcd_flags="-b -h eisy"
UDX_UPGRADES_LOCKED="YES"

 

[Geddy]

@DBC the best course of help on this would be to open a support ticket with UD. Please don't dig into SSH and running random commands at this point because it could put your system into an unrepairable (or more difficult to repair) state.

Please contact support:  https://www.universal-devices.com/my-tickets

UD has posted elsewhere if issues like this happen to open a support ticket right away. This not only can get your system back online (quickly - hopefully), but it also helps them find the actual cause of the situation. By running SSH commands could change what was the cause to the issue and makes it more difficult for UD to troubleshoot/learn what caused the issue in the first place.

[DBC]

1 minute ago, Geddy said:

@DBC the best course of help on this would be to open a support ticket with UD. Please don't dig into SSH and running random commands at this point because it could put your system into an unrepairable (or more difficult to repair) state.

Please contact support:  https://www.universal-devices.com/my-tickets

UD has posted elsewhere if issues like this happen to open a support ticket right away. This not only can get your system back online (quickly - hopefully), but it also helps them find the actual cause of the situation. By running SSH commands could change what was the cause to the issue and makes it more difficult for UD to troubleshoot/learn what caused the issue in the first place.

Thanks Geddy ....... agree, getting a bit deep now. So far all commands run are queries vs changes so nothing should be corrupted. Cheers.

1 minute ago, DBC said:

Thanks Geddy ....... agree, getting a bit deep now. So far all commands run are queries vs changes so nothing should be corrupted. Cheers.

Any idea how to grab the version from the console? Required to create a ticket. TKS

[Guy Lavoie]

2 hours ago, DBC said:

 

Any idea how to grab the version from the console? Required to create a ticket. TKS

Look at the file:

/var/isy/FILES/WEB/sysconfig.txt

Scroll down to the *****IoX*******    heading and you'll see the version on the following line.

[Geddy]

2 hours ago, DBC said:

Any idea how to grab the version from the console? Required to create a ticket. TKS

Looks like Guy has a method if you're able to access it still via SSH. I wasn't sure about that. If you've updated in the last couple of months it would be 5.9.1 (has been out since Feb). I'd just go with that unless you don't think you've updated since February. 

Or there appears to be a "N/A" option for firmware. If you cannot find it as @Guy Lavoie describes above I would choose "N/A" and they can find it out as you progress through the ticket troubleshooting. 

 

[Techman]

You can also view the eisy version info at this link

https://eisy.local:8443/WEB/sysconfig.txt

Current eisy firmware version is 5.9.2_2

Current UDX is 3.9.1_3

[DBC]

Folks, great news. Back up and running. One of the techs at UD was able to assist. Looks like we lost network/internet connectivity during an automatic update. Went through a series of commands in console and poof! Like magic all returned. Thanks for all the assistance!! Much appreciated.

[Geddy]

@DBC Glad you're up and running. Yeah, from what you were describing it seemed like a corrupt update. UD's top notch support wins again!

 

[Michel Kohanim]

All,

To be clear:

1. There is not and has never been an automatic update 

2. In releases prior to 5.9.x, clicking the power button initiated the upgrade process. The majority of issues relating to upgrade stemmed from inadvertently clicking the power button. This is no longer the case

With kind regards,

Michel

[Guy Lavoie]

We love happy endings 😀

2 minutes ago, Michel Kohanim said:

All,

To be clear:

1. There is not and has never been an automatic update 

2. In releases prior to 5.9.x, clicking the power button initiated the upgrade process. The majority of issues relating to upgrade stemmed from inadvertently clicking the power button. This is no longer the case

With kind regards,

Michel

Good to know. So no automatic updates, but there were some unintended update errors caused by this.

[Guy Lavoie]

2 hours ago, Geddy said:

Looks like Guy has a method if you're able to access it still via SSH. I wasn't sure about that. If you've updated in the last couple of months it would be 5.9.1 (has been out since Feb). I'd just go with that unless you don't think you've updated since February. 

Or there appears to be a "N/A" option for firmware. If you cannot find it as @Guy Lavoie describes above I would choose "N/A" and they can find it out as you progress through the ticket troubleshooting. 

 

He's logged in on the console (physical keyboard and hdmi monitor) so no network access is needed to log in and see this.