C-5 → C-8 Pro migration: "Internal error occurred while restoring backup"

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1

I know there are other threads on this topic, but they seem to reference older versions so I want to start a new thread.

I'm trying to migrate a C-5 to a new C-8 Pro, and every restore fails with "Internal error occurred while restoring backup." with all components marked Failed. I've opened a support ticket too, but wanted to see if anyone has hit this.

Setup

  • Source: C-5 on 2.5.2.129. Today I switched it from legacy Z-Wave to Z-Wave JS (Settings > Z-Wave Details > Switch to ZWave-JS). All 10 Z-Wave devices completed their interviews and work normally on the C-5.
  • Target: brand-new C-8 Pro on 2.5.2.129, Z-Wave JS 15.29.0 (firmware 7.18.1), empty, wired Ethernet. The C-5 is powered off during attempts.

What I've tried

  1. Older cloud backup (C-5 on 2.5.1.183, legacy Z-Wave) with all components: rejected with "This backup contains legacy Z-Wave data, but this hub is using ZIP Gateway" (same after switching the C-8 Pro to Z-Wave JS). That's why I converted the C-5 to Z-Wave JS.
  2. New cloud backup (C-5 on 2.5.2.129 with Z-Wave JS, new "full backup" format), all components: Internal error (twice).
  3. Same backup without File Manager: Internal error.
  4. Same backup without File Manager or Z-Wave (database + Zigbee only): Internal error.
  5. Local full backup (.tar.gz) of the same, uploaded through Restore on the C-8 Pro: Internal error. The archive looks intact (database, File Manager and Z-Wave JS data present, checksums match the manifest).

Nothing shows up in the C-8 Pro's logs. Has anyone gotten past this, especially a C-5 that was converted to Z-Wave JS? I'd really like to avoid re-pairing everything.

2

Likely going to need smarter help than I, but you could try shutting down both hubs, wait for red LEDs on hubs, pull power for 30s, restore power, and then after they boot up try the backup and restore again. Leave everything on Z-WaveJS. Full reboot w/pulling power restarts the hubs radio, likely won't help, but won't hurt to try.

You could also reboot both hubs w/a database rebuild.

3

Shutting down both hubs, pulling power, already tried.

Also just in case it wasn't clear, the C-8 Pro is replacing the C-5. Not trying to run them in parallel.

4

Yup, that's quite clear, you did a good job of clearly summarizing what you've tried. Hopefully the @support_team will have some suggestions.

For now, will likely help if you PM your two hub's UIDs to the @support_team address so that they have the ability to look at the engineering logs on both hubs.

5

Can you PM me the hub ids for both hubs? We'll take a look.