Cloud access issues - Part deux!

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1

This is taken from this thread...

Summary

Cloud Access issue - again - #76 by rlithgow1

...which was titled "Cloud Access issue - again".

Apparently someone flagged my reply within that thread as off-topic. Not quite sure how that's the case, but hey ho. New thread! Yay.

So. Oddly, a fair few users have posted about 'cloud access issues' over the past x amount of months, including me.

Now, all of my standard internet-related services seem to function just fine. Alexa, CCTV, internal plex server, photographs, web browsing, speed tests, pings etc. Unfortunately it seems that occasionally, I lose the ability to use my sharptools dash.

The sharptools site complains of this:

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...squarely blaming the hub/access,

However, I completed an internet test after advice from @rlithgow1 . The results are as follows, which seem a-ok:

Summary

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The only way to solve seems to be to reboot my router. I have no evidence to hand, but I'm 90% certain this only happens after I've applied a hub update. Which then apparently stops sharptools from being able to communicate until I reboot the router.

A hub reboot doesn't help.
No other services are affected.
Remote admin via mobile or wifi to the hub appears fine.

The presumption on my behalf is that there's something funky going on with my hub and the oath servers or whatever the hell they are. I could possibly verify this if I had an idea of what else to test the next time it happens. I can't say for sure if it's ONLY sharptools, or if it's any 3rd party oath-reliant bits of kit.

My router is a cheap-■■■ TLINK Archer C3200, if it helps.

At the moment I'd like to poinpoint the real issue, as I fully expect any future hub update to result in the need to reboot my router to allow sharptools to function again.

Any guidance very much appreciated.

(@josh ) / @rlithgow1

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I've seen the same thing on my C5 where I can't access the hub from any external services but the hub is able to ping external sites. I don't use sharp tools but this affects Google, own tracks, etc.

For me, the issue has manifested itself immediately after firmware updates. I think 3 times now. Rebooting would temporarily fix the issue for a few hours or days. After doing a soft reset the issue did not return until another firmware update.

When I updated to .180 I just did a soft reset immediately after updating and have not had an issue. I have no data to back any of this up but it's just what I have experienced.

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Thanks for the reply.

I attempted 2 hub reboots to no avail.

The only solution was to reset the router.

I suspect my experience is the same.

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When the issue first started and it reappeared after the first hub reboot I tried rebooting my router and hub. It fixed it for a bit but came back. That's when I did the soft reset.

For me, just rebooting the hub brings it back. There is definitely something going on with the hubs access to the Hubitat Cloud. Fortunately for me, the inconvenience has been minimal but I know it's affecting some a great deal. I hope they get it resolved.

It's probably difficult to determine the cause since it's not affecting all users and not everyone's experiences are the same other than the hub can ping external sites but not communicate with the HE cloud.

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I have never received a notification. I discovered it when my cloud dashboards wouldn't work or one of the other external services couldn't access the hub. Interestingly, I am able to ping the HE cloud from the hub when it occurred. The issue is the hub and the cloud refuse to interact. I haven't had the issue since doing soft resets but I suspect this is more luck than anything.

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me neither

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Anything I can test or provide to help troubleshoot this (non-isolated) problem?

@support_team

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Same issue here…

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Usually the various support guys are fairly active.

The negative side of my brain is suggesting this is a known issue, without a fix. Hence the lack of comment.

?

Happy to provide hub ID etc. I'm sure there'll be an update coming along and it may be helpful to be watching something whilst the update/reboot crushes my cloud access.

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There are now 2 active threads confirming there's almost definitely an issue.

Unfortunately there hasn't been any comments from the support team.

I can honestly say this is the first time I've been disappointed with the handling of a topic in here. Is the official stance to reported (potentially currently unfixable) issues to simply ignore them? Come on, give us a sign. Wiggle a toe! Is it already being looked into? Does the beta group already know all about this? Is a magical post suddenly going to appear with a firmware update saying "there we go, try this".

What's the crack?

More than happy to assist with the troubleshooting.

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Maybe this is their way of sticking it to the cloud ha. Now they can say the hub is truly (i.e., only) local! :neutral_face:

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Unfortunately yes, that has been the trend I see time and time again. Not always totally ignoring the issue, but often not responding to posts about the issue.

This is not totally being ignored though, if you look at release notes there have been a number of fixes to try and mitigate the issue. They might not call it out directly but anything with reconnect or DNS changes is potentially for this issue.

Since the crowd is getting restless, I can tell you that based on a separate private conversation, I know this is high on the staff's list of community driven issues needing attention.

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Hearing those voices in your head again, Jeff?

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Thanks for the reply, which confirms my suspicions.

I've seen other examples of the same.

Logically, I'd have thought the most appropriate way to solve situations such as these would be to interact directly with specific individuals who are experiencing the problem.

But hey ho.

Hopefully it'll eventually get sorted.

Thankfully it's not a large enough problem for me to ditch my awesome cloud-based dashboards and redesign a local one, looking like it featured in an 80's version of Knightrider.

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Frustrating. I depend on sharptools for my primary ui.

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Hopefully this won't be seen by some as a reason to avoid third party solutions,

Kind of loses the bones of the argument if the 3rd party fails are due to the hub - not the external service.

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Router reboot did nothing.

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Hi @support_team - can you comment. If there is an issue then please advise so I am not wasting my time trying to connect when it is going to fail. And if there is not an issue please advise on what might be wrong with my setup. Thanks.

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I’m not on the support team but yes there is an issue (or issues) with some hubs losing the Hubitat cloud relay (which could screw up any number of things from sharptools to Alexa, built-in dashboards etc.), and yes they are working on it.

See Jeff’s post above.

ETA: I can also say (from the same conversation he referred to) that it’s a priority for the staff.

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You said you rebooted the router but did you reboot the hub? That usually will fix it and re-establish the connection for a while.

If you have not created any EZ Dashboards or added LR devices you could also roll back to 2.3.8 which would fix the issue.

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