When trying to submit a support ticket I'm getting Invalid MAC but the device is registered to my account and bought from hubitat and not some 3rd party vendor. The reason I put in the ticket is due to not being able to access remote admin via the app. Any thoughts and suggestions? The MAC is baked in on these devices and can't be software manipulated to my knowledge.
Tagging @support_team
2 Likes
Shut down the hub from the settings menu. Unplug power for 5 mins and power back up. Make sure it can see the internet (did you set a static ip or DHCP? If static, press the button on the bottom for 7 seconds with a toothpick or paperclip. It will be the only round hole out of square holes). Then check
1 Like
It's on DHCP and I'm getting connection locally. I had an error and I did deregister and reregister the hub. Could this possibly have something to do with it? I can def perform the reset. I'm just curious if this possibly messed with how the subscription sees it on the account. It does say active on this account but who knows. I made some config errors and wanted to start from scratch so did a full reset as well as deregistering. I think being in IT may have gotten the better of me with the whole blow it away mentality.
1 Like
A full reset is last resort and should only be done by support request. That said I'm sure @bobbyD will solve it.... In the mean time, do the reset (that only resets the network interface not the hub) and then the power cycle and see how it is.
1 Like
Alrighty, works for me. Lesson learned on the reset portion! It will be a bit before I can perform the unplugging portion of the reset so I apologize in advance to the delayed response on the completion of said instruction.
1 Like
If you reset after you registered for remote admin, it will probably need to be manually relinked to the hub.
2 Likes
Now remember, a soft reset is different than a hard reset. So if you've done a soft reset you can still restore your stuff as the radios are unaffected.
1 Like
Is this something I can do or a support based request?
I unfortunately performed a hard reset but on the bright side I didn't have any configs as I just got the device.
1 Like
Support will have to do that, tagging @bobbyD so I'd expect that you'll hear from him soon. May want to preemptively PM him the MAC for the hub so that he has it to start looking.
1 Like
Sounds good I'll get the info to him. Thanks for the help everyone!
1 Like
How did you do this?
1 Like
If I remember correctly it was using diag tool with mac and then pass. Now y'all have me second guessing myself that I didn't completely blow it away and just the deregister is what may have done it.
2 Likes
A soft reset will require that from the diag page
Please be sure to input the MAC address as showing on your hub's sticker...
1 Like
Regarding the Remote Admin. It appears that your license expired. I am checking to see why.
UPDATE looks like the service was not yet activated. It takes 24-48 hours for the hub to activate the subscription. To speed up the process, please reboot the hub. Go to Settings, then select Hub Reboot.
2 Likes
