Hc3 bricked does not go past starting services

[marius de jong 12]

Hello, I have a big problem with my hc3. It just stopped working yesterday.I got a mail from fibaro that the connection to the cloud was lost so I rebooted my hc3 en now it is stuck at Starting services. I tried system a and b, auto repair, but nothing works. I reset it to factory settings and then I could log in and I got the interface. But when I restore the last cloud backup from 1 month ago, it again hangs in Starting services.
 

[Sjakie 156]

Hi at first dont do nothing after recieving email connection clous lost, just try to connect by the cloud and you will see you have connection.

Perhaps you ca try two types of restore if your back up has an older version,:

-one with update version

-one without update version

Or go back further more and if functioning

Others you need Fibaro support>

Succes,

//Sjakie

[marius de jong 12]

Hi

I normally don't do anything with connection lost, but it also stopped executing the scene's so I rebooted.
I did a factory reset now and then I tried to restore a backup but non of the backups work.
It's strange because I did not change anything the last 3 weeks and suddenly it crashes

[tinman 1,070]

in your profile i see HC2, so i assume you did migration from HC2?

These backups, are they already from 5.070.42?

Did you saved history during backups?

 

[marius de jong 12]

Yes backup is 5.070.42 the rest of the cloud backups of the older version are not visible anymore. Is this normal?

[tinman 1,070]

57 minutes ago, marius de jong said:

the rest of the cloud backups of the older version are not visible anymore. Is this normal?

 

depends, normally they should be there.

 

As you already tried with recovery and restore, i think you will have to create support ticket (and if you need immediate reaction, give them a call).

Probably you will have to run recovery once again, and after that enable remote support, to allow Fibaro support to log it and restore manually latest backup (and watch why this is crashing for you), so be prepared for that step.

 

[VascoFilipe 11]

Have you tried unplugging the HC from the power outlet for a minute or so and then reconnect it? It has happened to me this week, my scenes got bugged and I reboot it but got stucked on "Starting Services" for a long time, I decided to unplug it from power outlet for a bit, plugged it again and after a while I got through the "Starting Services" pane.

[marius de jong 12]

yes and fibaro is working on it now but after 3 dayes i am losing hope

[Hedz 1]

Did you get it working again? If so how? I am in the same situation. The last led light (security) keeps blinking.

 

[akatar 208]

3 hours ago, Hedz said:

Did you get it working again? If so how? I am in the same situation. The last led light (security) keeps blinking.

 

What did you do, before you got into this situation?

 

[Hedz 1]

Some scenes were not running anymore, so I rebooted the HC3. That is how I got in this situation. In mean time I have been able after many attempts to recover and restore an older back up

[Gabor1 3]

Hi Guys,

It is a little old topic, but I hav e the same issue.

One of my client's house is otterly complicated. 2 hc3 and 1 hc3l running the show there. Suddenly, about 2weeks ago it was a power outage on the strret. Then, one of the slave, the hc3 not starting, stuck at the last led blinking, and starting services going forewer. then it is restarting twice, last in recovery mode. Support not answering, and it is a super urgent matter i need to solve, very important client, big system. The system was running fine since jun...

If anyone could give me a hand.. I have a spare hc3 on site, but i cant trransfer the faulty looking hc3, as it is not starting. Support doesnt answer since tuesday, even i have give them a phone call.

Thank you,

Gabor

[petrkl12 228]

You should call to Fibaro support line. They were able to help me everytime. 

[Gabor1 3]

I have already opened a ticket and gave thema phone call, still no response, they said on the phone to be patient...

[petergebruers 1,268]

1 hour ago, Gabor1 said:

it was a power outage on the strret.

Sorry for talking out loud but seems you cannot get official support so I am going to try anyway:

 

This suggests database corruption, or filesystem corruption, to me. We probably need to go back to a known-good backup. You cannot do that right now because of "recovery mode issues" I guess

 

But don't jump to conclusions yet.

 

I am not very familiar with master slave setup but AFAIK they all need to run the same firmware version. And this leads me to think they all need to have a running database in a certain version range.

 

This might explain why it cannot start "System A", then ends up trying "System B" but that one cannot start either so you end up with 2 reboots and "recovery mode"

 

So far, ending up into "recovery mode" seems to work as designed and is a good think because from this console you can install firmware and do restore's

 

1 hour ago, Gabor1 said:

I have a spare hc3 on site, but i cant trransfer the faulty looking hc3, as it is not starting.

I would keep that spare HC3 for "PLAN B" because you need support to help you with getting data from a crashed system to a new system due to encryption of various parts.

 

PLAN A

 

- Check what online (cloud) backups you have and what firmware version they are. If you do not have a backup, you cannot continue because that would only give you an empty system.

- If you do not have a good backup I would wait 24 - 48 h to get official help, seems like less trouble than to factory reset and start from scratch. You have to deal with that, not me, so this is only a suggestion, different people have different opinions.

- Get the running systems at least on the same firmware version(s).

- In recovery then try "switch system" one more time (I guess it would fail because neither A nor B system are OK). Feel free to skip this idea, especially if you have a very recent backup. It might crash and that will take some time...

- In recovery try "auto repair" - this will need no backup and you will have minimal data loss, but it cannot fix every possible issue

- Lastly, try a "restore from file" then "restore backup to get a specific firmware version... Details:

 

- Use a "special URL" in your browser to download the firmware version you need. For example, to download latest firmware

Please login or register to see this link.

- (You would make a backup here IF you had a running system... But you do cannot boot - so no backup. You need it because installing firmware erases config).

- Recover the inactive system using the update7.z you downloaded.

- At this point the system reboots, runs 5.120.10, is empty, and can be logged in with admin/admin

- Restore the backup of this system and reboot to get back the complete configuration (Ip, users, devices, ...)

 

Good luck

 

 

 

 

 

 

 

[Gabor1 3]

@petergebruers  Thank you for your help.

 

all of the system runs on software version 5.110.15. ( i guess it is the firmware version as well. I have a backup from jun, nothing happened since, so it would be ok to use. Sorry if I look dump, but i am kind of lost right now, and the house owner coming home tomorrow morning, i have must finish by then, and the hosemaid only available after 3 pm today, until 9pm

.

What I have done is, I have  pushed th buitton change gatway, and choose the new hc3, it has been added, but no devices on it, i guess, because i have missed the step: transfer configuration prior, because the old slave not working, i couldn do it anyway.

Befor of that, i have tried all of the first session.

 "

- Check what online (cloud) backups you have and what firmware version they are. If you do not have a backup, you cannot continue because that would only give you an empty system.

- If you do not have a good backup I would wait 24 - 48 h to get official help, seems like less trouble than to factory reset and start from scratch. You have to deal with that, not me, so this is only a suggestion, different people have different opinions.

- Get the running systems at least on the same firmware version(s).

- In recovery then try "switch system" one more time (I guess it would fail because neither A nor B system are OK). Feel free to skip this idea, especially if you have a very recent backup. It might crash and that will take some time...

- In recovery try "auto repair" - this will need no backup and you will have minimal data loss, but it cannot fix every possible issue"

 

so now, what is your suggestion on my understanding...

 

- get the master and the slave on the same software version, which is done 5.110.15 in my case, and it is done.

- under the gateway connection, change back the slave device to the old and faulty one ( if it allowes me)

- Use a "special URL" in your browser to download the firmware version you need. In my case, it is 

Please login or register to see this link.

- go to recovery mode on the faulty hc3, and recover it from the file, i have downloada from the special url

- restore the cloud backup which was last working.

 

Am I understand you right?

 

Thank you

Gabor

 

 

[petergebruers 1,268]

3 minutes ago, Gabor1 said:

Am I understand you right?

Yes!

 

But if you still have 1/2 hour or more left then please wait, maybe someone else with more experience regarding master/slave can join this topic. I don't doubt the recovery procedure. I have done the recovery from file and restore many times myself, I am confident it works on a "single" device - but I have never tested in master slave configuration.

[Gabor1 3]

sure I have, I only can have acces to the house at 3pm at the earliest.

Thank you so much, you have pushed me on the right direction, and give me back some hope.