HC2 unreachable after crash(?)

[MaTi 29]

Hi all,

 

Hopefully someone can give me some advise here.

 

Until tonight I have had no issues with my HC2. Everything has been working like a charm.

Tonight, I modified a node. I moved it from room A to room B. The saving action of this seemed to have gone right.

 

However, about 5minutes later I again tried opening the web interface but it did no longer work. My browser kept telling me the 'page got reinitialized' and failed to display the page.

I am not sure whether there is a relation to the change room action I did on the node, but that's the last thing which I did. When checking my HC2 I couldn't see anything particular. The 3 leds most right on the device were BLUE (as they normally are), while one LED was blinking blue. The manual read that this meant that there is an update available for the HC2.

 

Since I by no means could access the HC2 anymore I powered it down with the button on the HC2 (holding it for x seconds), after which I turned it back on.

 

Ever since then, it seems to boot differently. I can't see anything ofcourse, but this is what I see based on the LEDs of the HC2. What I see is that they start running ON and OFF from right to left (all LEDS). THen after x seconds the most right LED keeps to be turned on, while the others keep running ON and OFF, then the second from right also stays on, the others running ON and OFF still.. This continues until after +/- 1min all LEDs are ON. Normally when in operational mode I only see the most 3 (or 4?) right leds ON, while the others are OFF.

 

I cannot approach the HC2 in the browser though. Nor via the IOS app on my devices, nor does it reply to ping requests anymore. I have tried rebooting the device a few times already, but to no avail.

 

How do I get it back up and running?

Any help/advise is highly appreciated! THank you.

 

 

Some additional info:

 

- The Fibaro Finder application (which scans on MAC address I assume?) does not find my HC2 at all.

- Not reachable on the static IP specificied on my HC

- No DHCP lease request was asked/provided by my DHCP server I see in its logs.

[RH_Dreambox 189]

Shut down your HC2 and then remove the Recovery stick.

Then restart your HC2 again and when started reinstall the Recovery stick.

 

The problem is probably a defect boot sector on the Recovery stick.

 

Then test to restart your HC2 again. Tell me if the problem remains.

[MaTi 29]

Hi,

THanks for your reply!

 

What exactly do you mean by 'reinstall the recovery stick'?

Like physically putting it back in the USB port? And then, before the restart, should I do anything or wait a certain amount of time?

 

Thanks

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[RH_Dreambox 189]

 

 

Like physically putting it back in the USB port? And then, before the restart, should I do anything or wait a certain amount of time?

Yes, put back the Recovery stick during reboot or after boot is finished.

Then, to check if the boot problems remain, switch off and on your HC2 again. (with inserted Recovery stick)

 

If your HC2 don't start this time then there is problems with the Recovery stick.

Let me know the resault.

[j.nowacki 5]

Also, if controller boots up without stick inserted but does not with it, warranty will be necessary, or you won't be able to perform recovery.

[MaTi 29]

Hi all,

 

I tried RH_Dreambox's instructions, but to no avail.

Same result.

 

What should I do next? Already contacted the reseller as well..

 

Thanks for your support!

[j.nowacki 5]

One last thing would be to connect monitor or TV to your HC and check what happens when it boots up. Send support photo or clip of booting up in normal mode and recovery one.

[MaTi 29]

Will do.

Support as in... [email protected] ?

Referring to any case ID? Should I raise one somewhere? (if so, where please?) Or can I simply refer to this thread?

 

THanks for the support.

I have been in touch with the reseller in the meanwhile, and she advises me to wait and see what Fibaro suggest as a solution..

[j.nowacki 5]

Will do.

Support as in... [email protected] ?

Referring to any case ID? Should I raise one somewhere? (if so, where please?) Or can I simply refer to this thread?

 

THanks for the support.

I have been in touch with the reseller in the meanwhile, and she advises me to wait and see what Fibaro suggest as a solution..

 

Exactly. Refer to this thread, and please attach screens I mentioned earlier.

[MaTi 29]

Alright, so I hooked up a monitor and it turns out my HC2 freezes up at BIOS POST.

In the right corner it shows error code 'EB'.

 

Thank you all for your support, I will now turn to support to solve this further.

[RH_Dreambox 189]

MaTi, ther is one thing you can do to repair your Recovery stick by yourself.

This method is NOT supported by Fibaro (yet) but it worked for me.

I had the same issue with boot problem but I needed my HC2 and could not send it for service to Poland. I saved a lot of money and time to fix i myself.

 

But again, I don't think this method is supported by Fibaro.

[j.nowacki 5]

MaTi, ther is one thing you can do to repair your Recovery stick by yourself.

This method is NOT supported by Fibaro (yet) but it worked for me.

I had the same issue with boot problem but I needed my HC2 and could not send it for service to Poland. I saved a lot of money and time to fix i myself.

 

But again, I don't think this method is supported by Fibaro.

 

All unauthorized modifications and actions on HC may result in voiding warranty, hence do not share such guidelines with other users, due to possibility of  damaging their equipment.

[RH_Dreambox 189]

 

 

All unauthorized modifications and actions on HC may result in voiding warranty, hence do not share such guidelines with other users, due to possibility of  damaging their equipment.

You are right! I don't recommend any modifications inside the HC2. I talking about a way to update the Recovery stick from a non working unit to a working one and save a lot of money and time. But I will not write about this procedure more.

[MaTi 29]

RH: Thanks for the support, but I will just send it in I assume... Would be a shame to loose warranty (or risk to) on a 3 weeks old expensive device..

 

Contacted support this morning via email, but no reply so far, other than an automated email which was sent automatically. Let's wait and see how good Fibaro's aftersales is

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..Will keep you posted!

[RH_Dreambox 189]

Yes. please do that. I am interested of transport cost's and support time.

But I had hoped that Fibaro could fix this issue online because the problem is quite easy to solve

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[MaTi 29]

I am not too sure it's easy to fix.. The error code refers to different errors, depending on the mainboard inside. It's an intel board I can tell by the BIOS post, but unsure which one exactly.

 

I just sent another email to FIbaro. All I have received now was an automated email saying my case was logged with ID 26207.

It has been 48 hours and up until now nothing but silence..

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[MaTi 29]

Had received an RCA number in the meanwhile, and now I have the time to ship it.

Will send it in using DHL tomorrow.

[MaTi 29]

Received back my HC2 today, so within two weeks. More than happy with the TAT! Thanks FIbaro!

[RH_Dreambox 189]

Good to hear!

How much did you pay for the DHL transport to Poland?

[MaTi 29]

I am not sure, but I believe it was €22 from The Netherlands..

Possibly I could have gone for the €18(?, I believe it was 18..) option, but I wasn't sure whether the package wasn't too heavy for that.

 

And since, I admit, I am pretty lazy I just figured what the heck and paid the €4 extra lol..