ISY is offline after getting new modem/router

[smarthome_newbie]

I got a new modem/router and now my ISY is offline. I powered ISY off and on, but still says offline. The Tx/Rx lights are solid. It says not found in admin console and not online in the UD app. Please let me know if you can help with a fix. Thanks!

[paulbates]

Do you know how you configured Networking, specifically TCP/IP addressing in the ISY? This sounds like the problem of a static locally administered address was configured in the ISY, and the new router has a different subnet.

Can you get to the interface of the new router in LAN settings and see if you can see the ISY trying to connect?

If you can't get to it this way, there are 2 options I know of:

1. Less drastic: Use a terminal to login to the ISY

   • Get a USB to serial connector

   • Connect via serial using a mini USB cable and terminal software (e.g., PuTTY. Pretty sure the cabling matters, maybe someone else knows the specifics)

   • Use command CT to reset network settings to DHCP.

2. More drastic: Factory reset the ISY and reload a current backup

   • Power off the ISY.

   • Use a non-conductive object to press and hold the reset button.

   • Power it back on while holding the button for ~10 seconds.

   • You should find it in the finder now, but will be in factory state

   • Restore the ISY from a resent back up

In either case, do not manually configure the networking in the ISY config, it sets up for this happening again. Also if you have older node servers that use hardcoded IP addresses, they may still be affected

[smarthome_newbie]

Hi, thanks. Before you responded, I followed instructions from somewhere else that said to do a soft reset, but it sounds like from your instructions, it was a full factory reset. Now the memory and error lights are flashing. Any suggestions? 

[smarthome_newbie]

I have a Polisy too, but I found out that I have been using ISY because only ISY shows in admin console. I want to be able to get notifications in the app, but was told I need to migrate to Polisy to do that, but haven't yet. I'm wondering if at this point I should just buy an eisy and start over. Not sure if this means anything, but my KPL still controls my scenes. I see where I can buy the eisy with remote support for $500 from Universal devices. Would they help with everything? Would I need to buy anything else?

Edited 21 hours ago by smarthome_newbie

[paulbates]

1 hour ago, smarthome_newbie said:

Now the memory and error lights are flashing

That means that the ISY has woken up and is trying to access the network.... and not successful in getting network information. It looks like you didn't actually factory reset which is necessary.. a soft reset won't resolve it

Do you have a recent backup covering your current state? If you can't do the terminal method (1. above), then you'll need to do a full reset and restore your ISY from that backup.

1 hour ago, smarthome_newbie said:

I see where I can buy the eisy with remote support for $500 from Universal devices. Would they help with everything?

You'll eventually need to upgrade. I would go to the eisy, as the new web based access that replaces the admin console / iox requires eisy. However, you will still need a good backup, so lets start with that question

[smarthome_newbie]

I have a backup, not recent, but I don't think much has changed. I don't have a serial to USB cable, but could buy one. I definitely am interested in upgrading to the eisy. Not sure what my next step should be though. Thank you.

[paulbates]

I would try to get the cable and terminal software (putty, or Telnet on windows) working using the simple command (above) for the ISY to reset networking. 

Get it back on its feet, confirm everything's working, especially Insteon, and then back it up.

For upgrading to eisy, that will be a larger project and I would do it when you have time to deal with whatever things come up. When you do, I'd consider moving your existing PLM and then consider replacing it, depending how old it is.

[Techman]

@smarthome_newbie

Being that the problem started when youu replaced the router, I would first focus on the router rather than your controller(s)

1. Make sure that DHCP is enabled in the router

2. if you have a VPN, turn it off

 

[smarthome_newbie]

1 hour ago, paulbates said:

I would try to get the cable and terminal software (putty, or Telnet on windows) working using the simple command (above) for the ISY to reset networking. 

Get it back on its feet, confirm everything's working, especially Insteon, and then back it up.

For upgrading to eisy, that will be a larger project and I would do it when you have time to deal with whatever things come up. When you do, I'd consider moving your existing PLM and then consider replacing it, depending how old it is.

I will get a cable and try that. My PLM is around 7 years ago. I'm assuming I should get a new one, right?

1 hour ago, Techman said:

@smarthome_newbie

Being that the problem started when youu replaced the router, I would first focus on the router rather than your controller(s)

1. Make sure that DHCP is enabled in the router

2. if you have a VPN, turn it off

 

Hi. DHCP is enabled. I turned VPN off on router, power cycled the ISY and now tx and rx are both solid blue.

[apostolakisl]

maybe isy had a static ip address set and the new router is in a different subnet.  When ISY works, you get a new router, and now ISY doesn't work, logic would say there is nothing wrong with ISY and that it is the router configuration.  Put your new router on the same subnet as your old one and probably ISY will show up.

[smarthome_newbie]

1 minute ago, apostolakisl said:

maybe isy had a static ip address set and the new router is in a different subnet.  When ISY works, you get a new router, and now ISY doesn't work, logic would say there is nothing wrong with ISY and that it is the router configuration.  Put your new router on the same subnet as your old one and probably ISY will show up.

Hi. That does make sense, but I don't remember how the old router was set up.

[smarthome_newbie]

It's back online! I'm embarrassed to say that I had the ethernet cable plugged in wrong. I've been trying so many different things since my internet went down yesterday that I must have plugged it up wrong in a hurry. Thanks for the advice! Now that it's up I still think I should upgrade to eisy. What would be next step for that?

[Techman]

1. Buy the eisy

2. If you use or plan to use Zwave, Zigbee or Matter then you'll also need to purchase the UDI Zwave dongle. It can also be added on at a later date. 

3. Follow the migration instructions:  Eisy:User Guide - Universal Devices, Inc. Wiki

 

 

[smarthome_newbie]

OK, do I need a new PLM? Mine is 7 years old. Are there not any additional steps I need to be aware since I'm still on  IoX version 5.0.15A? Thanks!

[Techman]

All the steps are outlined in the migration notes. Be sure to make a backup of your ISY before migrating.

Being the the PLM is 7 years old it would probably be a good idea to replace it as the newer PLMs have updated hardware and firmware. You should replace it with the 2413U PLM which is a USB model and plugs directly into the eisy USB port using a standard USB cable.

If you were tio use your existing PLM then you would need a conversion PLM to USB adapter cable as the eisy doesn't directly support the 2413S which is PLM to serial.

[Brian H]

Is the old one a 2413S or 2413U?  Not well up on the Polisy I vaguely remember it could also use a 2413S serial.

The eisy is USB so you need a 2413U or the specially made USB to serial UDI cable UDI has available.