Blue LED can't connect and no platform version

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1

Hey folks,

Just bought and HE and running into issues :frowning_face:

  • Can't find the hub automatically, have to use IP ranged
  • Diagnostic tool reports no platform version
  • Download latest version reports success, but there's not option to update / install
  • Set date and time doesn't do anything
  • MAC address on underside of hub matches what my router reports, but gives me an incorrect password message when attempting to login
  • /factory/recovery reports a different MAC address which is accepted for login attempts

I've logged a ticket with support covering all this, but they're not about right now so thought I'd reach out to you fine folk. Appreciate any help you can give me.

2

Is you hub a C-7 or something else?

You're describing a set of symptoms that remind me of the initial batch of C-5. Is yours a month old, perhaps?

3

It is a C-7, no idea of the age, it arrived on my doorstep yesterday entirely possible that its been sitting in a warehouse for a month.

4

Sorry, I typo'd ... the batch that had these symptoms was C-5 not the C-7. Sorry, again.

The Solid blue LED is a symptom of the Platform not loading.

The Diagnostic menu is a different, independent package. It's intended to be available independent of the Platform state. Failure on MAC address to log into Diagnostic Menu, indicates it's out-of-date too. Once a day it checks for a new Diagnostic Menu package, and auto-updates. (The Platform never auto updates.)