No access to app on 3/4G

[mark thornhill 0]

Hi,

 

Was wondering in anyone is struggling to connect remotely to a HCL? Currently running software 4.130 and all works ok hence not updated. 
 

Replaced router two weeks ago, updated IP address assigned by DHCP and tested internal and external connections, all worked ok.
 

Went to gain access today on 4G but the app can’t find HCL. Got home, checked on WiFi and all ok!!??

 

All the LEDs are as they should be and it works fine on WiFi and logging in via laptop. 
 

Logged into Fibaro ID and it cannot see the HCL.

 

I’m flat out of ideas......can anyone help? Or experiencing similar issues?

 

Kind Regards

 

Mark. 

[Antti 0]

Hi,

 

I have same problem with HC3. Ethernet connection & Wifi are working fine. Remote connection is working when I power on HC3, but after a while, I don't get connection anymore. I have tried Android & iPhone application. I'm using static IP-address and Google DNS. I have sent support ticket to Fibaro yesterday, but I haven't got answer yet.

 

-Antti

[mark thornhill 0]

Hi Antti,

 

Thanks for the reply, ok, so I’m not alone on this one and interesting you have it on a HC3. 

 

I have had this response from Fibaro:

 

I recommend you to re-enable Remote Access in configuration -> LAN Settings. If that would not help - please try to set Static IP address using this tutorial. 

Please login or register to see this link.

 

Hope that will help you - if not, please get back to us. In our diagnostic tool I can see that HCL has no internet connection - make sure that 3 rightmost diodes are lit, if firewall does not block anything. Please add cloud.fibaro.com, 

Please login or register to see this link.

 to whitelist. 

I’m going to try the following:

 

Fix the IP address at a higher number so out of the DHCP pool. 

 

Turn off “remote access” save, log out. Log back in and enable remote access. 

 

If I can find the white list in my router, add the two links they have suggested. 

 

If that doesn’t work I’ll contact them again. 

 

Let me know if you find a solution or hear back from Fibaro. 

 

Mark. 

[CybPL 2]

I have the same issue. Fibaro said they know about it and it will be fixed in the next update.

[Antti 0]

3 hours ago, mark thornhill said:

Hi Antti,

 

Thanks for the reply, ok, so I’m not alone on this one and interesting you have it on a HC3. 

 

I have had this response from Fibaro:

 

I recommend you to re-enable Remote Access in configuration -> LAN Settings. If that would not help - please try to set Static IP address using this tutorial. 

Please login or register to see this link.

 

Hope that will help you - if not, please get back to us. In our diagnostic tool I can see that HCL has no internet connection - make sure that 3 rightmost diodes are lit, if firewall does not block anything. Please add cloud.fibaro.com, 

Please login or register to see this link.

 to whitelist. 

 

 

Hi Mark,

 

Thanks for the reply! I tried to re-enable Remote Access and it helped!

 

-Antti

[mark thornhill 0]

6 hours ago, CybPL said:

I have the same issue. Fibaro said they know about it and it will be fixed in the next update.

Hi,

 

I tried the following which worked:

 

I recommend you to re-enable Remote Access in configuration -> LAN Settings.

 

This was advice from Fibaro. I just turned off remote access, saved, turned it back on, saved then logged off. 
 

tested on 4G and it works fine.

 

hope this works for you. 

[CybPL 2]

I tried the same solution. It works for a moment and then the same story, no remote access.

[mark thornhill 0]

4 hours ago, Antti said:

 

Hi Mark,

 

Thanks for the reply! I tried to re-enable Remote Access and it helped!

 

-Antti

Hi Antti,

 

No problem, glad it worked. I had the same success.

 

if it happens again I’ll try this first for sure. 

Just now, CybPL said:

I tried the same solution. It works for a moment and then the same story, no remote access.

So strange.
 

I’ll keep an eye on mine and maybe wait for Fibaro to sort their end. 
 

hope you get it sorted soon. 

 

 

[AbiAti 1]

Hi All,

I encountered the same issue.
I attempted to resolve it by repeatedly enabling and disabling remote access, but without success. 
Ultimately, I cleared the cash in the Yubii app (…more / settings / application settings / clear application data) and reentered all login credentials again (FibaroID).

Since then, it has been functioning correctly.

When using the Yubii app with 4G/5G then it shows that I am connected remotely and highlight it with light green color (“Remote access”) under the HC name.