HC2 all lights on panel and does not respond

[msgasson 1]

Hi,

 

My HC2 is stuck when I switch it on and I can't see it in the homefinder. The following happens when I switch power on:

 

All led's light up simultaneously and blink, then go off after a few seconds.

If I press the power button on the back, they light up again and all flash rapidly.

If I press the recovery button (+) on the back, then the lights start lighting up from right to left.

After all lights light up, they all stay light and I still can't see the hc2 in the homefinder.

 

At this point, the on/off button on the back does not respond.

The only option is to pull the power, but then the process is repeated.

 

Holding in the recovery (+) when switching power on only makes all lights blink rapidly.

 

How do I get the system working again? Tried recovery, but it does not respond. Is it bricked?

Edited October 2, 2016 by msgasson
Spell and added info for recovery

[akatar 208]

try to boot it without the usb stick in the back,

at you're own risk ofcourse

[msgasson 1]

Thanks, but I've tried that after reading about this on the forum. Still no luck. The only two options for lights I get are either all blinking or all stay on.

[akatar 208]

connect a monitor to the hc2 and look what the error is

[msgasson 1]

Tried this as well and nothing appears on the screen. I will try a second monitor just to be sure. My hc2 uses the old style vga connection. Thanks

[msgasson 1]

Just tried a second monitor  and still no picture.

[akatar 208]

then it's time to contact fibaro support

Edited October 2, 2016 by akatar

[msgasson 1]

Thanks, I've sent them an email.

[Sharparrowz 0]

The day after the  4.100 firmware update I arrive home to find all the blue lights permantly on, restarted and flashes 

on each L.E.D and then stays on constantly contacted fibaro and they suggested a power on setting in the system BIOS

 on my HC2 was on by default HC2 is now not recoverable and is on its way to Poznan

not impressed

[tom.dewit 0]

Hi 

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,

 

Did you find a solution for your problem yet ?

 

After a loss of network-connectivity this morning, I restarted my HC2 to find it in exactly the same state as you describe with all LED's on. This is probably the first time the HC2 was rebooted after the latest stable firmware was installed some time ago, so this looks like a firmware bug to me ...

 

Tom

[tom.dewit 0]

I found a solution to my problem ... but it is not pretty.

 

When I attach a keyboard to one of the USB ports of the HC2 and press the enter key during the BIOS screen, then the HC boots up normally. It is like it is stuck waiting on a message you can't see ...

 

Grtz,

Tom

Edited November 3, 2016 by tom.dewit

[tom.dewit 0]

That can sure be the cause of this behaviour. However, I'm not so keen to attach a keyboard and again restart the HC2 now that it is running. I wil surely try this next time I have to restart the system.

 

Thanks for you input 

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Grtz,

Tom

[T.Konopka 8]

Dnia 7.11.2016 o 19:10, tom.dewit napisał:

That can sure be the cause of this behaviour. However, I'm not so keen to attach a keyboard and again restart the HC2 now that it is running. I wil surely try this next time I have to restart the system.

 

Thanks for you input 

Please login or register to see this link.

 

Grtz,

Tom

Hello,

 

Should you encounter an issue with all LEDs on, please contact our Support at [email protected].

We are aware of the issue.

[tom.dewit 0]

1 hour ago, T.Konopka said:

Hello,

 

Should you encounter an issue with all LEDs on, please contact our Support at [email protected].

We are aware of the issue.

 

Hi T.Konopka

 

I opened a case at the first sign of problems: case 62561.

 

I did not get any response after I shared my findings on the 4th of November however.

 

Can you please take a look ?

 

Grtz,

Tom

[T.Konopka 8]

Dnia 9.11.2016 o 13:31, tom.dewit napisał:

 

Hi T.Konopka

 

I opened a case at the first sign of problems: case 62561.

 

I did not get any response after I shared my findings on the 4th of November however.

 

Can you please take a look?

Hello,

 

I checked the ticket and I think that you should send the gateway back to us to the provided address.

Broken recovery module cannot be checked or exchanged without having your gateway.

So, please do as our engineer advised you to do.

Thanks!

[jpfernandez 1]

We just had a power fail at the office and our HC2 showed all the leds on.

it was not connected to a UPS or power regulator

We unplugged it from the network and we had to re start it about 4 times

We waited about 2 min to reconnect it to the network and then we waited another 2 min to look for it on the network and finally it showed the common 3 leds on.

[HomeSystem.sk 69]

On 10/11/2016 at 3:20 PM, T.Konopka said:

Hello,

 

I checked the ticket and I think that you should send the gateway back to us to the provided address.

Broken recovery module cannot be checked or exchanged without having your gateway.

So, please do as our engineer advised you to do.

Thanks!

I am dealing with the same issue right now. It is from a customer who has the whole house running on fibaro. I mean light, heating (without theromostat), gate to the house and roller shutters (without switches). His HC2 works without USB inside, now your support asked me to send the whole thing to Poland.

IS this real? How do you explain this to customer? It is new (2 weeks old) HC2 and you really want me to explan him why he can not use his house heating, open the gate or the blinds for a month because the small USB is not working? 

I am always standing behind you as a company but this can not be serious. Today, when Teamviewer is a usual thing, USB can be cloned, ... you need the whole thing to be send to you just because of USB?

 

Please tell me another solution as this is not very good for your brand, for my business and for my customer well being.

[tom.dewit 0]

I agree with you 

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 that Fibaro needs to find a solution for this problem and try to create a fix without you having to send the device back to them.

 

On the other hand, I was also asked to send my device back to Fibaro with UPS and I received it back within the week. So it may be difficult to lose the device for some time, but at least that time is limited.

 

Fibaro also pays for the costs you make for sending (still waiting for that re-embursement though)

 

Grtz,

Tom

[tinman 1,070]

1 hour ago, HomeSystem.sk said:

I am dealing with the same issue right now. It is from a customer who has the whole house running on fibaro. I mean light, heating (without theromostat), gate to the house and roller shutters (without switches). His HC2 works without USB inside, now your support asked me to send the whole thing to Poland.

IS this real? How do you explain this to customer? It is new (2 weeks old) HC2 and you really want me to explan him why he can not use his house heating, open the gate or the blinds for a month because the small USB is not working?

 

this is why we offer emergency service

 

1 hour ago, HomeSystem.sk said:

 I am always standing behind you as a company but this can not be serious. Today, when Teamviewer is a usual thing, USB can be cloned, ... you need the whole thing to be send to you just because of USB?

 

this is due to the fact, that a specific usb stick need to be used (one which match the pairing procedure) the cloning can not be done remotely (except - see below)

 

1 hour ago, HomeSystem.sk said:

Please tell me another solution as this is not very good for your brand, for my business and for my customer well being.

 

so if you have spare HC2, give me a call, we can do it remotely.

[T.Konopka 8]

2 godziny temu, HomeSystem.sk napisał:

I am dealing with the same issue right now. It is from a customer who has the whole house running on fibaro. I mean light, heating (without theromostat), gate to the house and roller shutters (without switches). His HC2 works without USB inside, now your support asked me to send the whole thing to Poland.

IS this real? How do you explain this to customer? It is new (2 weeks old) HC2 and you really want me to explan him why he can not use his house heating, open the gate or the blinds for a month because the small USB is not working? 

I am always standing behind you as a company but this can not be serious. Today, when Teamviewer is a usual thing, USB can be cloned, ... you need the whole thing to be send to you just because of USB?

 

Please tell me another solution as this is not very good for your brand, for my business and for my customer well being.

Hello,

 

Yes, the gateway has to be sent to our customer service. If Support suggest that then it is necessary.

What if the HC2 is malfunctioning because of hardware? How Support would be able to help in such a case? With Teamviewer?

 

USB stick can be cloned, but not a recovery module. It is not a simple USB stick. As @tinman explained: a recovery module has to be paired with the gateway. At the moment, there is no other way.

[RH_Dreambox 189]

It was long time ago that the software industry used hardware locks. These have thankfully disappeared and replaced of codes because of all the problems.
But Fibaro are still using them. (Yes Recovery stick can be considered a hardware lock)

 

Imagine if I had to send my car to France to get the steering lock replacement!
Think again, and do it right!

Edited December 15, 2016 by RH_Dreambox