I tried disconnecting and reconnecting my router to internet. This did not change anything.
Then I rebooted my router (Asus RT-AX88U)
After it booted and connected and about 2 minutes passed, everything returned to normal.
well, I tried to open a ticket as advised (support.hubitat.com -> warranty)
I don't think this is the correct method. Or it is not user friendly.
First of all , all of the form is designed for a return or repair request.
There is no option related to software or cloud related issues.
Also it asks for a shipment address.
Anyway, I did as I was advised. hope the staff can see it and get in touch from there. @bobbyD
Have you tried doing a soft reset? I had a similar issue where Google didn't work and the hub wasn't accessible from the Web. I was able to ping 8.8.8.8, 1.1.1.1 and Google.com from the hub itself so I know I had access to the Internet. I was able to bring mine up for a day or two with he hub reboots but it would ultimately go down again. My last attempt was where I rebooted the router and did a soft reset. I haven't had any issues for many days now. Since you rebooted the router maybe try the soft reset?
thanks for your reply.
As router reboot resolved the issue, I did not try any other steps.
My concern is , this problem occurs intermittently and I don't know when it will happen next.
So it is unreliable. I sometimes rely on Hubitat cloud connection for unlocking door and when this happens people have to wait for me arrive home.
What do you mean by a soft reset ?
I had already shutdown the hub last time this happened. Is a soft reset more effective then a shutdown ?
This is a problem that multiple people are reporting on a forum relating to the support of their Hubitat platforms - all of this is being done in a constructive way and a manner (as far as I cant tell) by people open to possible causes and solutions and not trying to blame Hubitat.
I've never seen anything on here that says support can only be achieved for reporting issues if the only outcome is a warranty claim.
The technology we are using is full of nuance, inconsistency and reliant on multiple layers of other technologies to work - I regularly see the very kind and supportive people on here providing suggestions and pointers (Hubitat Support Staff and users) when the fault is based on a number of different factors - including on occasion the users themselves.
Have I have misunderstood the support available on here or shall we just take our problems elsewhere?
Should we just reboot our Hubs whenever something stops working as intended or seek a cause and a fix?
Support has always been here on the forum, this has never changed. If it comes down to it being the hub then support will direct them to file a warranty claim. Correct me if I am wrong @bobbyD
Have you tried a soft reset as I suggested up above. I was experiencing similar issues where a reboot would temporarily fix this issue. After the soft reset the issue hasn't re-surface.
great !
I will try this right now. But we don't know when/if it will happen again. So even after this step, maybe 1-2 weeks later it can occur again.
thank you.
My router has not changed for a long time. (no fw updates as well)
I am working with other cloud devices (Alexa, Ring, Roborock, Home Connect mainly) I don't have any issues with them
There's one person who says a "soft reset" fixes the issue. Well, I hope it solves mine as well. But in that case, this is 100% hub issue.
And yet you say "this is not hub issue" and that "it is my problem to solve"
very nice ...
I tried this now. But I'm not sure if I did it correct.
After soft reset it started with a fresh db and asked me if I want to restore from local backup or cloud backup. I chose the option to start with a local backup.
So now it is restored to the point where I did a soft reset.
Will that make any difference ?
DB is first flushed and then restored back.
I didn't say it fixes the issue. I said it MAY fix the issue and in my mind your next troubleshooting step. Your issue may not even be caused by whatever was causing my issue but the similarities suggest it might be. It could still be something in the local network too. The dynamics of the network do change even if you aren't making any changes. As you stated, there are many nuances to all of this equipment and will sometimes need extensive troubleshooting.
That's it. If there was any "garbage" in the database this will generally clean it out.
I've had to do a few soft resets over the years. Sometimes it fixes whatever issue I'm having, sometimes not. If not, then I move on to other troubleshooting steps
Perhaps you misunderstood Scott's response that I've quoted below:
If a router reboot resolved the issue, then a reasonable person will conclude that the issue is with the router. Perhaps its RAM got corrupted - this happens all the time when little SBC-like computers have been a running for days on end. And routers are basically specialized SBCs.
A reboot or a power-cycle cleared the RAM, eliminating the issue. It doesn't mean that there's anything wrong with the router's settings, which are stored in NVRAM.
