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1

While waiting for support to get back to me, maybe someone here has some thoughts on how to resolve my issue.

I received my C7 yesterday, connected the cable and plugged it in, got the blue light, but after waiting a little bit never got a green light. I wasn't 100% sure that the network port I plugged into was working as I had never actually used it before (it's the port on a wifi satellite), so I decided to connect it to my switch instead.

After getting the same issue, I did a bit of searching to discover that I should not have just unplugged it as that may have corrupted the database. (If this is the case, then this should probably be included on the quick start information, along with some idea of how long it could take the light to turn from blue to green).

I am able to connect to the Diagnostic Tool - I tried doing a reboot from there and a soft reset, but it isn't clear what else might help there. Should I try downloading the latest version? Restore Previous Version? Unless I'm missing something, it doesn't seem like the Diagnostic Tool actually has any diagnostic capabilities in it.

Is there anything else I should try, or should I just wait for support to get back to me?

2

You have come to the right place....

3

A blue LED is saying that the UI didn’t load. A restore from previous version might be your best recourse as it would reload the FW and maybe give you a UI if it works.

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4

Out of interest, was it a new hub, or did you purchase a second-hand unit? Interesting to have received the blue light on a new unit....

5

Unless it was a returned unit from someone else, this is a brand new Hub. The seal on the box looked new.

I tried doing a restore to a previous version and it didn't make a difference.

6

I know I’ve seen this issue occassionally before but don’t recall what @bobbyD or @gopher.ny did to resolve it.

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7

There I was going to cut them some slack for new year's.... :slight_smile:

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8

Found a post that details the factory reset and reload, but since I just saw @gopher.ny replying will hold off…

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9

I had a solution too :wink: .... Not....

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14

I expect this will be one for support to run through with you @todd.deery

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15

Would the information from this topic be of any use to help you?

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16

Please check your email If you are are still unable to get the hub online, please reply to your ticket with your hub's MAC address (there is a sticker on the hub) along with your hub's purchase order details (including the shipping address if the hub was purchased from one of our partners) so we can explore replacement options.

17

Thanks for the help everyone - I've been able to get it up and running now. A factory reset was suggested followed by updating to the latest version.

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18

"After getting the same issue, I did a bit of searching to discover that I should not have just unplugged it as that may have corrupted the database."

what should be done instead?

19

It would be best to explain the symptoms you are having @bugzpodder and HE support (@bobbyD or @gopher.ny, or others...) can guide you through what to do next.

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20

my HE is fine and i have no issues that need to support. I am a new HE user randomly came across this and just wondering what that comment meant. Does it mean I should not unplug my HE device when its on without shutting it done in the UI or something?

21

Yes, that is what the comment relates to. The actions to take will depend on your situation, but wherever possible, a graceful shutdown is always recommended (I believe), i.e. rather than pulling the plug.

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22

If you unplug the hub while it is updating the database (almost constantly) a partial write could occur corrupting the database.

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23

Just like a desktop computer, it may not like a hard power cut. The Settings tab, shutdown (or restart) are the preferred ways to do those actions.

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24

Yes, the common example for this (and removing a USB stick without unmounting it first) is that not all writing of data actually makes its way to the disk straight away, some data can be kept in small buffers, then written (flushed) sometime later to disk. I can only assume this could be a possibility here as well, although with non-mechanical storage, it may also not be the case... Anyway, interesting topic nonetheless....

1 Like