Went to bed all is good. Woke up this morning around 4am blue light on hub. When Connecting to the hub the dialogue box shows:
Since I can connect to it i am pretty sure it is not a network issue. The IP address is statically assigned the IP reservation in the firewall which assigns the IP addresses but did ping it just to be sure. The results of the ping:
I may be at the point of a reset, reload, etc. or something more drastic but would like to check with the community & support before doing so. I have tried the turn un-plug, wait 10 minutes, and new network cable, I would help he a lot if someone could point me to the directions for the reset or what is the next step to get it back on the network for the cloud database restore if that is where I am headed.
Click Download backups > download all your backups to your PC
Click Download latest version (may say you already have it)
Then Click Restore Previous Version
First you could try installing the newest version if not already on it.
If that does not work, roll back to an older version, 2.3.6 or older if you have one (if not there is an endpoint link you can use to download it)
If none of that works, do a soft reset, then restore from your newest downloaded backup. Does not seem to matter what firmware you are on at this point. (Restoring a backup does not change the firmware version, you can restore any backup to any firmware, does not need to match).
If still hanging up, try your next newest backup, etc... try all the backups newest to oldest to see if one will work.
Often times going back one or two backups is what fixes it.
The only automatic process is to use the automatic backup function. That is set to occur weekly at 3am.
Thank you for resurfacing the thread. I couldn't find out on how to do the soft reset when reading through that. Could you tell me how to do that or point me where I can read about that. Thanks for your fast response!! Appreciate it.
Great idea tagging them. I was thinking it should probably skip the database check if an error occurs and continue on if they are just checking to see if a new update is ready. I have no idea what is occurring.
I will revisit the post. I am hoping the diagnostic tool is available after the soft reset which hoping those instructions are in there since I don't have access to the hub and not the diagnostic tools that are within the hub. Sorry I am rambling :-(. Long night.
If you are getting to that 15% loading screen the diagnostic tool has already loaded and is accessible. If you are on the same LAN or a VPN you do have access to it and can perform all the steps I recommended above. It is all explained in the documentation link provided above.
It took me two times however. During the recovery it ask if you would like to restore a local or cloud backup. I have the cloud service so I selected it but did not see the option to restore a cloud backup. Only a local on. This may be my fault due to the unfamiliarity with the new backup/restore interface. I restarted the process a 2nd time and everything exactly as your instructed.
Glad to hear you are back up and running. My issue was/is that my backups are corrupt. I'm still working with support to get a full clean one. It's back and I have all my devices, but an app or two went sideways in the backup. So at the moment, my Apps page never displays.
I was able to use the most current local backup. Then restored using the most current cloud backup to get the radio data.
The backup contained the most current firmware but the platform version was several versions behind (2.3.7.139 vs. 2.3.7.145). As a part of the software reset it brought the platform version up to current .145.
The radio data never should have been erased, so that was probably not necessary.
Backups only list what platform they were taken on, they do not change the platform installed on the hub when restoring. A Soft reset does not update the hub, so I am guessing you already had updated to the latest before doing any of this.
