Cannot access system remotely

[Roberto Tokici]

New system installed with 5.88

 

Cannot access system remotely form app or from Elkconnect browser

Says system did not respond to requests after 0 attempts, please try again later.

[Michael Burrell]

Can you please provide the last four digits of the MAC. I will take a look from our end.

[Roberto Tokici]

3A1C

[Michael Burrell]

Thanks for confirming.

I was looking at the systems assigned your company, and I assume the system in question was the 3A1C (it was the only one running 0.5.88). We are were showing this system as offline on the server side. But, I could see where the status was showing it online for the apps and web. I sent the servers a command to refreshed the available list of online panels that is presented to the web and apps. It appears it is showing offline now.

I assume there is some sort of connectivity issue preventing the system to communicate with the servers.

I will ask engineering to dig into the issue of why it didn’t refresh in the list when the system was not online.

 

[Michael Burrell]

For additional information I pulled the logs for this control as well to help. It appears this system first connected 12/19 at 3:11pm (my time) and then began reconnecting every few mins until 5:53pm in which it stop and doesn’t appear to reconnect after that. So it does appear to be having some sort of connection issue. If we can assist let me know.

[Roberto Tokici]

system is showing that it is online, local on the network switch. Reset the switch and can still see it on the network. Integration with elan seems to be connected but periodically getting disconnect.. seemed to be working fine when connected originally and programming it. will check the wiring.

 

Thanks for looking in.

[Roberto Tokici]

We reverted back to .80 and the system is working fine now for a month. Something is wrong with the new .88 firmware release and integration with ELAN. Could not stay connected to system with ELK app, kept kicking out.

[Michael Burrell]

Can you provide additional insight on how it was kicking you out of the system. It will help us try to pin point the issue with the Elan Integration. I have asked to QC to set up the Elan system so that we can test it with 0.5.88, I will let you know what we find out. But any additional info on what your experiencing when it disconnects you might help is find out what might be causing it.

 

Thanks,

Mike

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