Unable to connect to HC2 from outside my network

[sf.lahr 0]

Dear Fibaro team,

I am astonished as to how slow your support team is and how incompetent they are.

I have been unable to connect to the HC2 through home.fibaro.com or in general from outside my network for over a month. My attempts and contacting the support team resulted only in more frustration as they didn't even read what I wrote. They simply proposed "solutions" I had already tried and even written I did... After asking to forward port 80 and 22 to the HC2. I did but they keep on saying they're unable to connect. I send screenshots showing I can connect. They ask for TeamViewer "between 10 am and 16pm Polish time" I set 2 appointments and wait in vein... anyhow Sorry to say that FIBARO Support is EDITED

 

Now I hope that MAY be the community will be more helpful than the actual people that sell us EDITED

• Set a static IP to the HC2
• Set DNS to google's 8.8.8.8 / 8.8.4.4
• Removed and readded the HC2 from and to home.fibaro.com
• Rebooted the router
• Turned off the firewall on the router
• Tried from many devices and many connections and many browsers even many OS's
• Created a new account and added the HC2 to it after removing it from the old account
• Changed the password on the admin interface
• Added a new account
• Turned off and on "Remote Access" from Lan settings
• Rebooted the HC2 several times
• Changed the static internal IP

When forwarding port 80 to the HC2 on my router and adding it manually in the app everything works fine. But that's something I don't want ofc as it's riskier...

 

Thanks in advance for any help.

Edited September 22, 2015 by j.nowacki
Please cease this name calling, there is no need for that. Your post was edited.

[j.nowacki 5]

Hi, I am sorry to hear about your experience, but as support stated the remote connection will be necessary. I checked your support history and noticed one thing: you need to give support a heads up before you are available for TeamViewer session, we are not always available at once, when email comes in. Let us know at leas one day before. Or just call us, our agent suggested this as well. Regarding redirected ports, support is unable to connect, just checked it - indeed some device is there, but it denies password - so it is either some other device, or it is damaged in some way.

[sf.lahr 0]

'Just call us' ? what is the support's phone number? Or Skype?

Your collegue didn't explain that he "can't connect" do to password mismatches... yes that might be the reason I guess for the unavailability thourgh the tunnel...

But this will not change anything even if he connects through teamviewer on my comp. The passwords will still not be the same.... should I factory reset ?

That is the only thing I haven't done yet.

If the root / remote access acct password somehow changed then there is a bigger issue... did anyone tamper with my HC2?

[j.nowacki 5]

All contact data is on our website:

Please login or register to see this link.

Issue of mismatching password may be caused by inappropriate configuration of network - when incoming connection on port 22 are redirected somewhere else. This can all be determined in TeamViewer session

[1152 33]

I have two smart homes w/HC2 sw 4.056 - one in the city and one at the beach - and by physics I´m always to some extent dependent on remote access. How often and how long I spend at each place are heavily dependent on the time of year. My last visit to my beach house was to close it for the season. But I made a stupid mistake. I made a change to my HC2 configuration, made a quick test that everything worked as a charm, locked the door and left the premises, but I did not test for remote access before I left. As the place cooled down, for one reason or another, one of my Fibaro smoke sensors decided to warn me by push and email of a possible fire. Well for the last 14 days I have received several hundred emails and push messages, eg per day. I can not blame Figaro support for not being there when I needed, but I´m sorry to tell that even though my HC2 quite happily communicates reaching out to the world via the internet, neither I, nor Fibaro can access it at the moment. Bottom line is "an autonomous smart home" yelling to the world, but not willing to listen or tell me what I really would like to know about the status. So I have to confess I´m a little bit surprised and little angry with Fibaro for not being able to establish contact with the HC2 - and with myself for not testing remote access before I left. So a little bit older and wiser (again), but I hope the rest of you learn by my mistake.

[sf.lahr 0]

My issue came on it's own. And after 3 months of slow reactions and incompetent "diagnosis". The solution is = Send us the HC2 by DHL and we will repair and send it back.

The support team did connect to the teamviewer session.

They were unable to login via ssh which means that the system has somehow been tampered with. (BIG BIG BIG ISSUE)

They told me to leave port 80 and 22 forwarded to the HC2 (an even bigger security issue)

They were unable to solve the issue and they sent the ticket to the developpers.

After a month of waiting and no replies to my emails, they finally told me that the connction is the issue (which is impossible as i tested with another HC2)

Now with 3 months of no remote access (except via the port 80 which I hate cause it's not even encrypted....) I need to send the HC2 to them and I will have to pay around 100USD for freight because of a bug in their system and for which they should take responsibility

Fibaro support is just aweful!!!

And the lack of focus on security makes me think this system will get worse the bigger it gets.

TLDR: FIBARO is strong at marketing and design but lack support and are unaware of the existence of something called security.