Get support from fibaro

[Riwa01 1]

When I upgraded from 3.60 to 4.032 January 16th, my hc2 stopped sending any wave commands. Also polling is not working anymore. Soft reconfigure does not work, status remains in progress for 12 hours. Removing the unconfigured devices didn't help, restarting didn't do it either. So recovery was left. Even after >10 reconversies, trying al scenario's with incremental backups from every version available or even clean upgrade, hen trying to add a device up to staying at 1.038 did not get the z-wave started. The log doesn't reflect any sign of life on earth since I hit that update button.

I have send an email to support numerous times since, but have not yet received one reply. Does anyone here have any tips on how to get Fibaro support to look at the issue? Getting a feeling nobody is watching the support mailbox or no one cares, either of which isn't warm and fuzzy (esp after a couple of weeks with no heating it's hard getting a warm and fuzzy feeling at all.

Any tips from this community on how to get some support from fibaro would be greatly appreciated!

[SirMaggot 12]

I've got an answer from [email protected]

I think they have pretty much to do with v4

[Riwa01 1]

Yeah, guess they are but it's taking so long it stopped being funny. Also not getting a response on how long it would take them is quite frustrating. How long you had to wait to get anything back?

[petergebruers 1,268]

I contacted them several times over the last couple of weeks and always got an answer in less than 24h on business days. You are talking about [email protected] as a contact method? Yesterday I contacted them with a minor issue (for me, that's...) and got a reply in less than an hour.

 

Regarding "Polling"... it is disabled in the current V4 series of firmware. If some of your devices need polling to show correct status, then V4 won't be the best choice.

 

You have obviously been working hard to get it solved and forgive me if I've lost track in your story. But can you get the basics working again? For me, that would be... Recovery to V1 (or whatever version your HC2 came with, mine is 3.4), then upgrade to 3.6 (if you don't get that choice, but you only get V4 offered, then do an upgrade to 4.X... It should actually take you to 3.6) without restoring your database. If that looks normal... Can you restore the last V3 backup? Or am I missing the point?

 

BTW what does your dealer say, can he assist you?

[SirMaggot 12]

Yeah, guess they are but it's taking so long it stopped being funny. Also not getting a response on how long it would take them is quite frustrating. How long you had to wait to get anything back?

 

Well, two weeks...

[fuuss 25]

It's strange , I never had Problem , did you check your spam . Maybe try to call them , they are very friendly and funny on the phone , especially the guy I had

Please login or register to see this image.

/emoticons/default_icon_smile.gif" alt=":-)" /> and fixed my problem in a few minutes.

[Riwa01 1]

I contacted them several times over the last couple of weeks and always got an answer in less than 24h on business days. You are talking about [email protected] as a contact method? Yesterday I contacted them with a minor issue (for me, that's...) and got a reply in less than an hour.

 

Regarding "Polling"... it is disabled in the current V4 series of firmware. If some of your devices need polling to show correct status, then V4 won't be the best choice.

 

You have obviously been working hard to get it solved and forgive me if I've lost track in your story. But can you get the basics working again? For me, that would be... Recovery to V1 (or whatever version your HC2 came with, mine is 3.4), then upgrade to 3.6 (if you don't get that choice, but you only get V4 offered, then do an upgrade to 4.X... It should actually take you to 3.6) without restoring your database. If that looks normal... Can you restore the last V3 backup? Or am I missing the point?

 

BTW what does your dealer say, can he assist you?

I tried all versions available thinking I would stick to the first one working but no commands get send in any version.

Strange to see such different response times from support, hours in some cases and weeks for others... Will give them a ring tomorrow during business hours. Thanks for the suggestion fuss, only noticed that option now . Hopefully I can get someone on the phone...

[petergebruers 1,268]

Thank you for sharing, I am always keen on learning something from other people, hoping that will help someone else later. Let's hope they diagnose it quickly and either fix it or make it a quick repair!

[fuuss 25]

@ Riwa01 , did you get somebody on the phone . Please share your experience

[Riwa01 1]

I have spoken to someone from support on Monday who promised to have a look but they probably had some issues with teamviewer login. So being onsite on Friday I called again. The guy on the phone was very helpful and solved everything in no time. So it seems like raising a ticket via email is ok, but if you really need something fixed, following up by phone speeds things up.

Now everything back up and running again on 4.033. Of course encountering some known issues now but nothing I cannot live with. System is running stable for >24 hours now