I think a scene is crashing my HCL?

[dirkies 1]

Hello

this morning I ran a scene (opening shutters on ground floor) and I noticed that the scene took several seconds to start. Then when finished (1 shutter 100% up + 2 shutters 50% up), after about a minute the 2 shutters at 50% open went 100% open by themselves (?)

Right after this, the HCL went completely offline, impossible to access it from android app or webbrowser (WWW just timed out, Android App said "HCL not found"). I saw on the unit itself the internet led on the HCL was off. The network and power led were still on.

I had to power cycle the HCL to make it work again. 

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- Last time I had to do this was after I switched on a external lamp with the Android interface, right after that nothing else worked anymore and also here I had to power-cycle the HCL before it responded again.

- Before that it was the Z-Wave that seemingly was dead, the interface and WWW access seemed to work just fine, it just did not transmit any Z-Wave command. The last entry in the log was that it did ran the scene I usually run in the evening aroun 9pm. After that no log entry, and a task supposed to run at 5am did not run anymore. Restarting the services from within the GUI restored Z-Wave traffic.

- The 1st time the unit hung on me was the same day I started using it, it was during scene testing it hung completely. 

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Question now is:

since the 2 weeks I have the HCL running at my house, this is now the 4th time the unit crashes. It never stayed OK for more than 5 days before I had to reboot it.

Is there anything that I can do to see why it does this?

If this would be a general issue I am sure others will experience the same thing.

I think this has to do with the scene engine doing something wrong.

 

For now, HCL looks like a nice solution compared with the Vera Edge I had before, but while being a pain to use, the Vera at least never crashed while I used it, and frankly this makes the HCL unusable to me if I have to power cycle it every 4 / 5 days.

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Any suggestions more than welcome!

 

[j.nowacki 5]

Our support can connect to your controller once it has crashed, let them know.

[dirkies 1]

even with the internet led being off?

 

Should I then just send an email to the support address?

[j.nowacki 5]

If there is local address assigned (you mentioned LAN LED is on) we can still connect (most likely). It is hard to say anything more without access to controller, so please contact support.

[dirkies 1]

I tried to get to it through the IP address but it just timed out. Anyway it is running now again, fingers crossed...

[dirkies 1]

update:

 

this morning AGAIN the unit malfunctioned, not a total hang but no commands were sent out anymore.

the scene that ran at 5:22am (switch on a lamp) worked, but when the lamp was supposed to switch off again (at 5:57am) it seems my HCL lost all Z-wave capabilities once more. (the lamp was still on at 6:30!)

I had again to go into the configuration main screen and do a "Restart services" to make the HCL send out Z-Wave commands.

 

I did however notice something that may give Fibaro an idea what went wrong, see attached. (picture was taken at 6:46am this morning)

Moreover even the hours & minutes number is NOT correct, otherwise it would mean the unit was last time restarted at 2:00am sharp, which is not true, last time it was rebooted was on Monday 8th around 7:30am. (so it should have been like 3d,23h,15m) 

 

So again it did not last more than 4 days before the unit failed again, this becomes a MAJOR problem for me.

Do I have a hardware issue? As I cannot imagine if these are bugs no-one else is experiencing them?

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[j.nowacki 5]

@dirkies, to be honest I do not know, since we have not had a chance to take a closer look, such issues need to diagnosed by support, forum simply is not enough. Please let support know when controller shows these symptoms, you can give them a call, numbers are available on our website, depending on your country.

[dirkies 1]

ok, but when this happens I cannot stay at home all the time while your support looks into it. Will see when it occurs again.

 

It is still working today (touch wood!), but I already noticed that despite having a valid backup, it says in the status screen:

 

Last Backup:N/A

(?)

 

So I did another backup to be sure (the previous backup was still listed)

 

Now it shows:

Last Backup:N/A (so no change)

 

but now also:

Server Status:1h, 18m

 

So the Server Status has reset/changed from 3 days and a few hours to basically the moment the backup was taken (1h18m ago)

 

Last time my HCL hung, this Server Status showed some crazy value and could be related to some overflow somewhere.

It may give you a lead to what is going on by checking that code area and see if this algorithm could trigger any other effect. 

[j.nowacki 5]

Creation of backup simply restarts services, hence it reset that counter. Sorry but there is not any known issue that look like this.

[sllcsllc 0]

I've had same problem a lot of times not for the same reason. In the sense that I've HCL with the same software version (4,041) and every 3-4 days it stops all the functioning, without reason. I think is a problem of the soft. version (a bug) because others say that HCL is stable...(old version), and as you, I cannot comunicate promptly with fibaro's support....

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Sorry if I'm off topic....but the answer is this: Is possible to create a scene ro restart every day automatically the unit?

[Quarryman 0]

My HCL also stops controlling lights etc when operating remotely after 4 to 7 days. I have no scenes set up so it looks like some fundamental reason that the interface (although visible) will not action commands. I will attempt to involve support when this happens again.

[dirkies 1]

so it crashed again after 4 days, opened a ticket yesterday around 3pm. Other than an autoreply that they received my message, noone contacted me. How long am I supposed to wait until I can use it again, as it starts to annoy to be unable to enjoy my automated house after almost 24hrs...

 

How is it possible Fibaro still has not seen this if seemingly more people suffer from the exact same issue, which renders the HCL product pretty much useless IMHO?

[Quarryman 0]

dirkies makes a valid point j.nowaki, are Fibaro aware that this is wide spread issue? I cannot even access my remote unit via home.fibaro.com to force a re-start.

[dirkies 1]

my HCL is still accessible, it just does not send out any commands anymore.

this happens really EVERY 4 days! Sometimes the whole unit is unreachable but in the last 2 weeks it happened 3 times the system is still "running" but won't run any scene nor any device can be triggered over the interface by browser nor Fibaro app on my Android phone.

 

Hopefully they are going to check into my HCL today and discover what the cause is so everyone will benefit from this critical fix.

 

So, waiting...

[Quarryman 0]

Thanks for leading on this dirkies, I look forward to some explanation, we can't be the only ones!

[dirkies 1]

Sadly still had no reply whatsoever from support. 24hrs should be the max delay for such a critical issue. Really disappointed

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[Quarryman 0]

Thanks for the update, the longer this goes on the more suspicious I get that this is a major problem. I will also raise a ticket and will report back.

[dirkies 1]

I don't think this is some cover up or so but if they are willing to fix this urgently I hoped they would treat it as such...

[dirkies 1]

ok, support contacted me now!

 

had to open my HCL to internet (ports 22 and 80) so they can get in

but hopefully I can close these again once they found what they were looking for.

[Quarryman 0]

Good, please let us know what happens.

[dirkies 1]

News!

Krzysztof Gumny 03 Jul 15

Dear Sir,

I have logged into your system and checked what may be the reason.

Your situation is related with RAM uses. We forwarded this topic to our Software department.

The will create a solution which will be available in one of the next update.

In this moment you can create a virtual device which reboot your HCL and scene which push the button of the virtual device when you want.

In attachment I added a virtual device which can reboot your Home Center.

Please install it and create a scene which will be do a reboot (push the button on virtual device) of your Home Center for example once a day.

In the virtual device you should change IP address and data(login and pass) if you do not have admin:admin.

Best regards