HCL freeze during update

[Frans 0]

Hello.

 

Trying too update my HCL to lateste firmware but every time I try the browser is stuck in the update page. Led on HCL flashes from middel to the sides. Tried with 3 different computers, different browsers and app. Same thing happens every time. Tried refresh during update, page not found. Tried reset during update after 15 min. Restarts to old firmware. 

Tried to start HCL I recovery mode but same happens with led flashing and newer boots up. Tried with different router and checked that the time is correct. 

Any tips what els I can try? Have updated successfully many time earlier. Current version is 2.151 

[Al Yakuzo 1]

Hello,

I have the same problem. Update was successful many times before. Now my system is on 4.15. The update to 4.16 and also now to 4.17 doesn't work with the above described behaviour. Update is indicated by flashing light on the system. Initiated update by pressing the button on HCL and by system dashboard both don't work.

Any help would be great.

[kunoch 27]

I also have freezes in this version. I even power down the HCL twice a day for 15 min, but it still happens.

[Al Yakuzo 1]

But you are now on 4.16? That didn't work for me either. 

After reboot (an hour later or so) I am still on 4.15. The file download worked properly, I saw that on the dashboard, but the following update doesn't work.

I already paused all scenes and deleted not used system backups to reduce any workload, but that had no effect.

Edited April 7, 2018 by Al Yakuzo

[T.Konopka 8]

@Al Yakuzo , were you able to update the gateway? Or do you still struggle with the update?

[Al Yakuzo 1]

@T.Konopka thank you for your answer and sorry for my late reaction. Unfortunately I still have the same problem with the update. Have you heard of more users with this problem? Any suggestion to fix it?

 

[T.Konopka 8]

@Al Yakuzo , no problem

So let's sum up what we know:

1. You have your HCL on 4.150

2. Do you have access to the system? Is it operational? Are you logged in as a Superuser and you can change configuration of the system?

3. Does the Internet connection work fine? Any lags when you are using it?

 

Then, as I understand you start the update, it finishes the process properly and after the reboot you are still on the 4.150? Did you notice anything strange regarding the process of the update?

 

And finally, did you reported the issue to our Support?

[Al Yakuzo 1]

@T.Konopka Here some more details to your post:

To 1: correct

To 2: all three points yes

To 3: all ok, for some weeks also with higher speed contact

 

I start the update, on the browser interface no change comes up anymore (more than 30 minutes). The system can't be reached anymore, no access. Only the changing lights on the box, that indicate a running update.

I must reboot the system manually by pressing the button on the box, otherwise no operation is possible. Here is one strange thing: After reboot no auto detection of internet connection takes place. Unplug and replug of network cable makes it work again.

I also checked setting in internet router, tried fix or self chosen IP address for the HCL. But didn't have any effect. The IP was correct both times. No change of settings done in router in comparison to the times, when HCL updates worked fine.

The system is still on 4.15 afterwards. The auto backup before update is on the history table correctly. Everything else is as before.

 

I also tried to update without browser interface. One blue light at the box indicates the waiting update. Pressing the update button starts the process. Afterwards the same as described above. The systems does not reactivate on his own.

 

And finally: I didn't contact the support, I first wanted to try out all possibilities (and learn to solve for the future). This would be the next and last step.

 

[T.Konopka 8]

@Al Yakuzo , I was informed by Support that they will have to access your gateway remotely. Please, be prepared for port forwarding or enable Remote Access in Configuration tab.

File a case at [email protected] and let me know the case number

[Al Yakuzo 1]

@T.Konopka Done, here is the number

Case Notification for #133958

Edited June 4, 2018 by Al Yakuzo

[T.Konopka 8]

Thanks! The Support has been informed about the case.

[Al Yakuzo 1]

@T.Konopka hello, i got (really quick and professional) answer from support and followed the instructions. I was not able to reach the recovery screen (by unplugging power supply and replugging while button + pressed) and therefore the HCL has to be sent to Poland. Internal memory seems to be corrupted. Although this is nothing I am happy about (don't know how long it takes and what it costs without warranty) I would like to thank you very much for your help!

Greetings

Chris

[Matúš Noga 1]

Good evening,

my HCl is not working and remote access is all the time inaccessible.

 

Please, help me!

 

Edited June 9, 2018 by Matúš Noga

[Al Yakuzo 1]

Please describe more details to "is not working"

[Matúš Noga 1]

HCl Autorestart is every four hours, but remote access is not online. 

[Al Yakuzo 1]

Do you have connection to your router and to web? A blue light at the symbol with the ball/world has to be on. In total three lamps (four when an update site) must be on.

[Matúš Noga 1]

Yes, HCl was Ok with connection on internet.

Could HCl has any problem with connection on remote access? I can restart HTTP address, but HCl is still not working.

[Al Yakuzo 1]

You can connect directly to a computer via LAN connection. Hopefully you get access to use interface that way. Under system/general there is a checkbox for remote access. Is it ticked?

Edited June 10, 2018 by Al Yakuzo
Correction

[Matúš Noga 1]

I was connected yesterday, but from this morning is HCl offline all the time.

HCl is loading about 5 second and then it’s offline.

[Al Yakuzo 1]

You were connected yesterday with LAN cable directly between HCL and computer or with LAN cable connected to your router?

I still wonder, if it can be communication problem or setting problem with router?