I cannot log on or update my working hub

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1

My hub works but is acting as if read only. I cannot connect to it through the various portals and apps. I end up at two endings. “Cannot find page” or Firmware failed to update. My current devices work when used with physical and audio commands.

I physically reset it. The IP changed. Same results.

2

Cloud dashboard works.

3

Tagging @bobbyD

Can you describe your LAN setup in more detail?

4

When you say "physically reset it" what specific actions did you take? THere's not a reset button on HE other than a network settings reset. The fact that the IP changed may reflect that. Have you been able to look at your router's DHCP table and see if it assigned the hub a new IP? If so can you ping it or browse to it?

5

I have the HE wired to my RAXE500/AXE11000 which is connected to my bonded dsl. I a lot have a Ring and Hue hub on the network as well.

6

I power cycled it after the first 5 firmware update failures. It acts the same if I try to skip the firmware update. I’ve tried from a laptop and using iOS/mobile browser.

It definitely assigned the HE a new IP every time the update failed and the one time I power cycled the HE. I will try an ip ping on the current ip it is using/finding.

7

google advanced port scanner. Scan your network and confirm the ip of the hub. Once you have done that, go to yourhubip:8081 Click download backups and grab your latest one and download it to your pc. Then from the same menu do a soft reset and upon reboot, restore the download you saved to your pc. Then make sure you can get to that ip normally

8

If you PM me your hub's id, I can check its engineering logs in the support tool. There may be some clues there.

9

Thanks so much for the help from everyone. What a great community, especially dealing with a new account. Going to try the backup and sent the id.

Just after I had this issue with HE I updated my Nighthawk firmware to be sure and now my 2.4/5/6 band on a single SSID is playing peak-a-boo so might be a bit delayed on response.

10

Also, set a fixed ip address on the hub if you can. Look at your router for reservations or such.

11

It resolved. Never had a chance to update.

May have been the fact the nighthawk uses a single SSID for 2.4, 5 and 6G. Sometimes certain smart home features have trouble if your not on the same frequency. Or so I assume.