eisy had been working fine for a long time.

Suddenly, attempts to query devices from iOS app get an error:

<?xml verison="1.0" encodings="UTF-8"?>

<RestResponse succeeded="false"><status 404</status>

<reason code="1"/> </RestResponse>

--------------------------

Attempt to query device status from the UDI Admin console also gets errors:

[PLATFORM_ERRORS--7058]

[ID 0000:[.178] err=0, tag='cmd', num=4, nest=4]

[PLATFORM_ERRORS--7115]

[ID 0002:[.178], err=0, tag='cmd', num=4, nest=4

----------------------------

I have attempted updating all packages and rebooting the eisy to try to fix this.  Nothing worked.  Eisy is not communicating with my Insteon devices now.  In the UD Admin Console, current state of all devices is blank.

I also unplugged the PLM and plugged it back in after waiting a little bit.  The LED on the PLM is green, but devices are still not working.

How do I fix this?

 

ISY Log.v5.9.1__Wed 2025.06.25 19.58.34.txt

Edited June 26Jun 26 by hspindel

Tried doing a restore from a backup?

Edited June 26Jun 26 by Guy Lavoie

How old is the PLM?

Any electrical events like nearby lightening strike, brown / black outs?

In iox, go to tools/diagnostics/PLM info. What does it say?

@hspindel

Can you access your error log, if so post it.

 Under TOOLS, DIAGNOSTICS, PLM INFO, does it show the PLM as connected?

Thank you for your help.

Diagnostics shows "PLM not connected."

No recent electrical issues.  

Tried reconnecting both ends of PLM cable, power cycling the PLM, and rebooting the eisy.  Still PLM not connected.

The green LED on the PLM is lit.  What does the button on the PLM do, and should I try pressing that? I tried to look up the manual for the 2413S, but I get Page Not Found.

When I upgraded to eisy, I had to get a serial PLM cable.  I think I have a 2413S.

I looked at restoring the eisy from backup, but apparently when I upgraded from isy to eisy I apparently didn't take a new backup.  So my most recent backup is quite old (v4.9 from isy).  Don't know if I should try restoring the old backup.

I had a spare PLM, so I plugged it in.  Green LED came on, but eisy still says PLM not connected.

Error log attached.

errorLog.txt

10 minutes ago, hspindel said:

The green LED on the PLM is lit.  What does the button on the PLM do, and should I try pressing that? I tried to look up the manual for the 2413S, but I get Page Not Found.

You can use it to factory reset the PLM. Pull the PLM out of the wall plug, hold the button as you plug it back in and keep holding until it beeps. Then do a restore modem

This is symptomatic of an older PLM that's dying. How old is the PLM? There's a sticker on the back with 4 digits, while you have it unplugged. What are those digits?

i had issues withe the serial cables  the RJ45 end was flakey  replacing the end fixed the issue. One didn't work at all the other worked intermittently

 

It's possible that either your PLM cable is defective or the PLM died.

The button on the PLM is used to factory reset it. Being that the green led is lit, I would first focus on the cable.

Have you tried plugging the PLM cable into a different USB port?

As a last resort you could replace the PLM with a 2413U which is the USB version that doesn't require the serial cable and uses a standard USB cable

I tried a different USB port.

The four digit sticker says 1619.

I held the reset button in with the PLM unplugged, plugged it in and it beeped.  eisy still says PLM not found.

I do not have another serial cable to try.

Looks like it's time to order a 2413U, unless someone has another suggestion.

 

To factory reset the PLM, Unplug it, hold the reset button in, plug the PLM in and continue to hold the reset button in until the beeping stops.

I bought  a replacement PLM (a 2413U this time).  The eisy still does not recognize it, nor did it recognize the 2413S.

As a test, I found my old isy994 and tried using it instead of the eisy.  The isy works fine with the 2413S, so that PLM must be good.

I am unable to test the 2413U with the isy as I don't have a cable that connects them.  Anybody know if one is made (isy end is RJ45 and PLM end is USB-B)?

Any further suggestions to fix the eisy?  Seems like it has the problem, not the PLM.

My eisy was at a new house and a from scratch set up. However, when I first set it up, the eisy would not see the PLM, I got a "not connected". My recollection is that I pulled the eisy power plug and plugged it back in... several times, for it to see the PLM and show "Connected". 

It's been fine since then.

@hspindel

When replacing a PLM it's important to exactly follow the replacement procedure (sere attached).

Your previous problem was most likely with the serial to USB cable on your eisy. The 2413U uses a standard USB cable.

 

 

Replace PLM Procedure (EISY or POLISY).pdf

I followed that procedure exactly.  The eisy sees neither PLM, while the isy sees the 2413S.

The eisy worked for a year with the 2413S and its serial cable before failing.

It's possible that you may have an eisy firmware issue. What's your eisy firmware version?

Probably best to open a support ticket:

My Tickets - Universal Devices - The Most Powerful Automation, Energy Management, and IoT Platform

 

eisy version is 5.9.1.  

I've already opened a support ticket.  Initial investigation said my PLM was bad.  But I've now proved that not to be the case, since the PLM works fine with isy.

@hspindelexperiencing exact same thing here.   Michel was very responsive in troubleshooting but basically landed on bad PLM, but i have a spare and can't get it working.  Nothing more to add but watching here

@jdm5 Very interesting.  I think I've proven that this is an eisy problem, but waiting to hear more from Michael.

For anyone following this discussion...  I just stumbled on the solution.

In the Config section of the eisy, somehow the Insteon support radio button was not checked.  Since this used to work, it must have gotten "magically" unchecked.  I didn't even know that button existed until I just accidentally stumbled upon it.

I checked the button, rebooted the eisy, and it's now working fine using the 2413S PLM.

So, sadly, I unnecessarily purchased a 2413U.  At least now I have a spare.  But I was unable to get the eisy to work with the 2413U.  The eisy sees the 2413U as connected, but I was unable to use the eisy to control any of my devices (even after trying Restore PLM).  Don't think I'll pursue that right now because it would mean messing with a working system, but if anyone has further suggestions please post.

Edited July 6Jul 6 by hspindel

Did you use the replace modem function to take the replacement PLM's six digit ID into all the modules in the system? If you did not use the procedure. All the devices will still be expecting commands from the old PLM.

I don't see a Replace Modem function.  Where is it?

I used the Restore Modem function found on the File menu.

@hspindel

@Brian H was referring to a procedure, not a function.

The procedure to replace a PLM is attached

Replace PLM Procedure (EISY or POLISY).pdf

@Techman: Okay, thank you very much!