I used "upgrade packages" inside of the Admin Console and then when it later said to "reboot", I did so. after a long time I rebooted again, but I still cannot get the portal connect.

when I go to: https://eisy.local/settings/portal my browser switches that to http://eisy.local/settings/plugins

so I cannot even get to the portal part of eisy.

I'd appreciate any help.

Yet you're able to log into eisy-ui with your portal credentials?

Have you tried accessing the portal online, at https://www.universal-devices.com/ ?

Edited April 18Apr 18 by Guy Lavoie

56 minutes ago, someguy said:

so I cannot even get to the portal part of eisy.

Don't try to go directly to that URL. Be sure you're logging into the eisy_ui first then click the menu and then settings then there is a portal portion you can click from there.

There could be a hung update.

Have you confirmed through my.isy.io that the device is not connected to the portal? If it's not connected then I would perform a power cycle (press and hold the power button until it turns red. Then unplug for 20-30 seconds. Then plug in and press power button (should turn blue). Wait 3-5 minutes for the device to fully boot and connect.

If it's not reconnecting just by power cycling then I would use Admin Console and run update packages again. Allow it to run and should tell you to reboot, but might not. I'd let it run at most 20 minutes. If no changes or alerts then hit "reboot" in admin console.

If it's not connecting after that then I would open a support ticket with UD.

Do you happen to know what IoX version you were running before you did this update?

I was on 6.0.3. I tried the power cycle and it didn't solve the problem.

I tried upgrading package (again) and rebooting and it still hasn't come up. (when I login to my.isy.io it shows that my Eisy hasn't connected since just before I upgraded to 6.0.3)

I'll open a ticket but I'd appreciate any other suggestions that anyone might have.

16 hours ago, someguy said:

I'll open a ticket but I'd appreciate any other suggestions that anyone might have.

A ticket is probably your best bet. Power cycle and running another update are the top troubleshooting tips to try. The only other issue would be a local network situation. Make sure the device is shown connected to your router. If wireless connection is being used try to change to wired if possible. Reboot modem and router (if separate devices). Let the modem bootup and connected before turning on the router. Are you running any special network situations (Firewalls or VLANs)?

It's not "typical" for the eisy to just not reconnect. There are basically only two things that would keep it from connecting and that's network issue or hung update. I'd say more often than not it's a hung update.

UD is better able to tell you what to look for in logs or other specific commands to attempt. Random (ssh) commands are not something I would expect users to suggest and certainly not something I'd randomly attempt if suggested as it could cause more problems. Also, if it was a simple update and something failed to complete this gives UD a data point for potentially what happened, what failed, and what they could change in a future update so it doesn't impact other users.

Please post back once you've got it up and running with the Portal.

I have the exact same problem (on an eisy). What was the resolution @someguy ?

@maxnorth here is my problem: my Eisy connects to the portal with IPv6 on and won’t contect with it off. I believe you may have to reboot your Eisy after you change the IPv6 settings for it to try again

If you have the same situation then let me know and we can message each other to try to figure out what else we have in common that could be the cause

The solution has not yet come to fruition. After about a dozen messages back and forth with support, they’ve moved to doing an online session to try to work it out. I was told that I am the only person (yet) having this problem.

Interesting. I'm not sure what to make of the IPv6 comment. I have never had IPv6 addresses on my network. My portal connection broke spontaneously on 5/2 when I was doing nothing on the system.

I find it very odd that neither us has a "portal" page in eisy UI Settings. To me, that seems like a failed upgrade.

I did just notice that the Configuration->Network Settings are grayed out on my Admin Console. DHCP is checked, but it is grayed out and nothing can be changed. I don't recall if that is normal after initial setup, but it does not seem right.

I've got a ticket in and will report back.

18 hours ago, maxnorth said:

I did just notice that the Configuration->Network Settings are grayed out on my Admin Console. DHCP is checked, but it is grayed out and nothing can be changed. I don't recall if that is normal after initial setup, but it does not seem right.

This is correct and has been this way since day one for Polisy and eisy devices. UD made the change post 5.x firmware on ISY994 to not allow to set a static IP address on the device due to the number of issues it created and support tickets that were created when people had static IPs set and replaced network equipment.

18 hours ago, maxnorth said:

I find it very odd that neither us has a "portal" page in eisy UI Settings. To me, that seems like a failed upgrade.

What do you see if you're logged into eisy_ui and click the three bars on the top left? Go to settings then what do you see? Should see similar to this:

If not, then I might agree about an update issue and you should have UD focus on that issue. Strange that @someguy is having IPv6 issues. Hopefully support is able to get those sorted out and make sure others don't suddenly have the same issue.

I know UD made a comment when eisy_ui was in the early days that it did take over portal authorizations so you cannot confirm those in admin console anymore.

Did either of you have the device only connected via wifi before the update? I wonder if you connected with a wire if that would resolve any issues.

Here is how this resolved for me. At first, they wanted me to disable IPv6 on my router (it was never enabled, so not the issue).

Did a long remote session with Benoit, who was very helpful. Noticed slowness from the eisy in web calls. Calls to the portal continued to fail even after extending the retry to 20 seconds. Did a bunch of diagnosis via SSH. Thought there might be DNS issues.

I decided to take a look at my Pi-Hole instance on my NAS. It was hung. I stopped the docker container for that and the portal instantly started working. Restarted Pi-Hole and it still works. So, that being hung was the issue.

No, I still do not have a portal tab in eisy-ui. I will have to focus on that another day.

Thanks for the input, everyone.

Update: The portal page shows in Chrome, but not Safari.

Hopefully final update: Safari now has a portal tab after logging out and back in.

According to Benoit, certain features are disabled in eisy-ui when there is no internet access. I guess that means they disappear completely from the UI, which is a bit confusing. So, now that my portal access is restored, the feature is back, but it required a logout.

19 hours ago, maxnorth said:

d the portal instantly started working. Restarted Pi-Hole and it still works. So, that being hung was the issue.

@maxnorth : I have a pi-hole so this may be my problem. I have my eisy set as exempt from any of the filtering that the pi-hole does, so I don't know how it could be the problem though.

I do have a question: if I power down my pi-hole, which is running on a raspberry pi by the way, my network doesn't work because I am using it for DNS and filtering. to truly temporarily remove my pi-hole I'd had to reset the settings in my router but I don't want to do that because I want all three: pi-hole, IPv6, and Portal!! 😁

For starters, I would at least restart it and make sure it is performing normally. Mine is working fine now with Pi-Hole running.

I just got confirmation from Benoit who said that the problem is the PiHole is giving such slow DNS resolution. How could I speed up my SNS resolution from the pi hole?