I have a C7 hub that has been running without issues for almost a year and a half. It is currently running version 2.3.7.140 (I upgraded a couple of days ago). I subscribe to Hub Protect and and have it do a nightly on-device backup. I think I also have a fairly recent cloud backup. It has a Z-Wave network of about 90 physical devices (60 of which are AC powered, mostly Zooz switches) and 6 Zigbee devices as well as a bunch of child and virtual devices.
For reasons that may or may not have been good, I decided to try to restore from an on-device backup yesterday. After about 3 hours, the blue light was still on and the UI said that it was still updating the database. I wasn't sure how long a restore should take, but I was pretty sure it wouldn't take that long, so I power cycled the device and was not surprised when it hung during reboot. I did a soft reset and it came back up to the normal UI and I tried a restore from backup again. This time I let it run about 8 hours before giving up and attempting to enter safe mode. It hung at "Initializing Hub 15% - Updating Database" where it has been for the last 15-20 minutes.
What should be my next steps? I am thinking that maybe I need to do another soft reset and then try to restore from a cloud backup or a different on-device backup. Is there something different I should try? How long should it take to restore from backup?
My issue seems to be different (although it could be related). My hub will not boot at all right now. I did not have trouble making a cloud backup (which seems to be what your issue was - right?), I was trying to restore from an on-device backup and now my hub is non-functional, even after a full power-off restart. Not quite bricked, as I can get to the diagnostic port, but it won't boot in either normal mode nor safe mode. Just looking to see if there is anything else I need to try before I do a soft reset again.
Try downloading all your local backups from the Diagnostic tool. The files should be lzf and approx 1-5Mb.
Then you could try a soft reset again, and upload one of your backups to restore. You could try an older backup if you think maybe the most recent is corrupted or causing the issue.
If it still hangs, I would roll back to 2.3.6 firmware from the diagnostic tool, soft reset again, and try restoring again.
You could also try restoring from a cloud backup if you have a recent one, DO NOT restore the z-wave and zigbee radios though, only the hub database.
I'm going to second that. Once the hub is up and running, please PM me the hub id, I'll check the engineering logs on the hub and create a permanent fix.
Thanks to both of you. I have already downloaded the local backups so I will move forward with the soft reset and then, if necessary the firmware rollback. I will PM my hub id once I am back up and running. Crossing my fingers (and toes!).
OK, I restored with a different backup than I tried before, and my hub seems to be back up and working! I don't know if it was a problem with my 12/27 backup or if it was the process of downloading and re-uploading as opposed to just trying to restore from the on-board backup, but after downloading the 12/26 backup and then restoring with the downloaded copy, it seems to be working!
