Last cloud backup was unsuccessful. Failed steps: Z-Wave

[thebearmay]

@825d60685b34c4f304ab

That endpoint says "already running v7.18.3"

I don't see an update Firmware button

If you get that message you won't see an update button.

[jtp10181]

@thebearmay

If you get that message you won't see an update button.

Actually the Z-wave firmware update is separate from the Z/IP (SDK) update, so you could have one updated but not the other.

@825d60685b34c4f304ab You should PM @support_team or start a case on the support site. You have Hub Protect so you could do warranty or subscription I suppose: https://support.hubitat.com/

[825d60685b34c4f304ab]

@support_team never answered. It's still happening.

[bobbyD]

We don't have an update for this issue yet, cross-referencing another thread:

Cloud backup is incomplete

We are actively investigating some edge cases that have not been resolved by the recent updates. Thank you for your patience and understanding while our engineers narrow down the root cause. At this time we do not have an estimated resolution timeframe.

[dale.boyles]

I have a C-8 and this has happened twice to me now, most recently last night. Proving very difficult to even get the alert to clear. I shutdown, waited, restarted and even made a new backup. Alert is still present. Any idea how to get it to clear?

More importantly, how to prevent it from happening again. Wreaks havok with the system.

[danabw]

@dale.boyles

More importantly, how to prevent it from happening again. Wreaks havok with the system.

Bobby provided you the current state of the investigation in his reply just above your post - active investigation is going on, but for now, there is no fix.

In the short-term you can simply turn off cloud backups for now.

[dale.boyles]

I read the current state of the investigation. There was only mention of the C-7. I am simply adding that I have seen in on my C-8.

Thanks for the feedback.

[bobbyD]

@dale.boyles

Alert is still present. Any idea how to get it to clear?

The alert clears with a successful backup. If the backup you created after reboot also failed, the alert will remain. If your backup was successful and the alert didn't clear, please send me a private message so we can further investigate, as that may be a separate problem.

@dale.boyles

simply adding that I have seen in on my C-8.

The occasional backup failure happens on both C7 and C8 hubs.

[dale.boyles]

Alert cleared after deleting failed cloud backup and successful new backup.

[bobbyD]

Please update to latest version and see if the problem is resolved:

Release 2.3.8 Available

Release 2.3.8.128 Available Changes from 2.3.8.125 New Compatible Devices Sunricher shade controller (HK-ZCC-A) using Smartwings Zigbee Shade SONOFF Temperature Humidity Sensor (SNZB-02D) using Generic Zigbee Temperature/Humidity Sensor Bug Fixes Likely fix for the scenario where there are too many events pending, following by a hub going unresponsive. Fixed refresh the command on the advanced zigbee bulb drivers causing an on event when the device was actually off. Another fix for Z-Wav…

[825d60685b34c4f304ab]

After the update, the backup worked. We will see if that continues to be the same

[dale.boyles]

At least 5 days in a row, no issue.

Thanks!

[andrepinto]

Hy @bobbyD , I upgraded from C8 to C8-Pro and after a failed attempt to create a cloud backup on my old C8 hub, I was able to back it up to cloud. Now, after being on C8-Pro, the message "Last cloud backup was unsuccessful. Failed steps: Z-Wave. Please power cycle your hub by shutting it down from Settings, then unplugging the power for 30 seconds." never dissapears since I'm not a subscriber of the cloud backup plan... So, how do I get rid of the message "Last cloud backup was unsuccessful. Failed steps: Z-Wave. Please power cycle your hub by shutting it down from Settings, then unplugging the power for 30 seconds."?

[bobbyD]

@andrepinto

Last cloud backup was unsuccessful.

It goes away after last backup was successful. I'd run another backup if it didn't go away the first time. If it persists let me know.

[andrepinto]

That’s exactly my problem: since I don’t have the cloud backup feature and I’ve already migrated to C8-Pro, I cannot trigger a new cloud backup, that feature doesn’t exist for me.

[AR3000]

@bobbyD @bcopeland @support-agent i just had the same problem today on the latest firmware.

I’m updated to the latest firmware version, any ideas ?

[danabw]

This issue is being worked on, it may help if you PM your hub UID (Settings/Hub Details) to @support_team In case they want to look at your engineering logs.

[function12]

Did the cloud back up get fixed in this update? I have it turned off for now.

[jtp10181]

2.3.9 there was a multiple efforts made to resolve it during beta. I am not sure if it was fixed for 100% of people but it definitely got better from what I read.

I think the latest fix allows the radio to gracefully recover if it does crash so it wont leave you in a dead state. That may have solved the issues of waking up to a dead radio for everyone.