403 Access Forbidden during firmware upgrade

[liptsin 0]

Hi,

I've been trying to upgrade my HCL from 4.10 to the latest firmware. But I get "403 Forbidden Access" every time I do the upgrade.

 

Been trying to get Support from Fibaro for almost a year. There were issue with the support, mid way through the support I get an email to resubmit the support again, I gave up after a few time.

But with Google home I needed version 4.10 an above so end of last year I started with support again. In short after summiting 4 cases, cause of non follow up, I finally got an answer to say that my HCL is faulty and to send it back to Poland via DHL. I replied to say that the HCL is still functioning, just cannot upgrade but there was no reply.

So I'm here to see if anyone can help me in regards to my problem. 

I've also tried to go into recovery mode but HCL doesn't launch after getting into that mode, the lights just keep moving from inside out and vice versa forever.

I can access it again after a reboot.

I know some others have experience this same problem as there they have  left comments on a youtube video showing how to get into recovery mode.

 

Would appreciated if anyone can shed lights on this or has any experience on it.

 

Thank you

 

 

[T.Konopka 8]

Error 403 is linked to the forbidden access so you have to check if you are logged in as a Superuser. Make sure you use correct credentials when you login.

Also, can you provide me with the cases' numbers?

 

[liptsin 0]

Thanks for your reply T.Konopka. Yes, I've logged in with the superuser account. If fact one of the support person logged in remotely but lost connection. That was case id #122269. He/She then sent me an email asking me to set my HCL to recovery mode and gave me instructions to do it. I never heard from that support again despite me following up with an email reminder. I then started a new email support again, this time case id #122911, explaining the situation and problems. This time I  received an email to say that my HCL is faulty and to send it to Poland. I replied explaining that the HCL is fully functioning except for firmware upgrade but never received a reply again.

 

The other earlier case number in Dec 2017 was #115842, I recevied the initially respond, replied to it and never heard back again.

 

The earliest support for this issue was back in April 2017 where the support for Australian customer was a firbaro support email in New Zeland. I went through that 3 separate times. The first 2 times, half way through support, I received an email that says there was a local resturcting and to resumit my support ticket again. The 3rd time after setting up teamviewer for the support personal I never heard back from them. I gave up after that.

 

Hope the forum can do better than Fibaro support.

 

Thank you

Edited March 8, 2018 by liptsin

[edward.sg 0]

Hi I encountered the same issue with error 403 during upgrade to version 4.160. Would like to seek help on the matter. Thanks very much.

[Tommy_BR 0]

Hi.... the the same issue (error 403) during upgrade to version 4.170.

Would like to seek help on the matter, thank you.

[liptsin 0]

Hi Tommy,

sorry can't help you and am not sure if you will get any help in this forum for this issue.

Seems like a common issue with the Fibaro HCLs.

I've been back and forth with Fibaro on this issue, lost contact and re-contacted them with new support request.

After the last tech support lost connection while accessing my HCL, I was not contacted again by Fibaro.

A few days lates I emailed support again informing them the problems and got a reply to say my HCL is faulty and ask me to send it back to Poland by DHL.

I replied telling them the unit is working, just that I have issue updating the firmware. Never heard back from them again.

 

My HCL is 2.5 year old when I first contact Fibaro about the issue. By the time I get any meaningful help it's alreay over 3 year, way out of warranty.

Postage from Australia cost a lot especially they want it to be sent by DHL only. On top of that, it's out of warranty.

 

I use to be proud and tell friends about it but not anymore. For a $600 piece of thing that according to Fibaro Support is faulty in 2.5 year, you won't want to recommend anyone.

 

Lesson learned is to never buy products that does not have support in your own country especially something of that value.

 

If yours is still under warranty get them to replace it locally if not good luck to you. 

 

I will save my postage money and wait till Samsung launch their Smartthing hub here and give it a go. Lest I can get local support.