[resolved] "Cloud connection is unavailable." -- internet good, time good, fw updated

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1

Haven't heard back from the support folks, so I'll ask the massmind. (Though I have a suspicion it's a back-end thing.)

I have had my Hubitat C-4 installed for about 48 hours, and it continues to say "Cloud connection is unavailable."

It appears to be correctly joined to my portal login.

It was able to receive and apply the 2.1.8 upgrade.

[Forum will not let me include image -- take my word for it.]

I have rebooted the Hubitat a couple of times, both via power cycle and reboot button in local UI.

It does have a DHCP reserved address on the local subnet, and reliably is issued that address. Displayed time is within moments of correct.

I am able to browse to portal. hubitat. com; Portal Find Hubs detects and displays it promptly (screenshot below); Portal My Hubs lists it properly though no dashboard link is presented. Portal My Hubs info screen shows successful checkin.

[Forum will not let me include image -- take my word for it.]
[Forum will not let me include image -- take my word for it.]

Local UI, dashboards, etc. are served as expected. Cloud dashboard links eventually return a 504 containing "No response from hub".

No other devices/services/websites are exhibiting issues. No outbound ports/protocols are blocked. Subnet router is an Asus; boundary router is a Motrola cablemodem; ISP is TimeWarner.

Thanks.

2

Did you get a response from support@hubitat.com with a ticket number? You want to make sure you are in their queue.

Are you using the Chrome browser? Other browsers sometimes are problematic.

Are you new to the forum? Not sure why you can't post images . . .

@bobbyD

3

If your able to get updates then it is connected.

I wouldn't suggest power cycling the hub, it can easily corrupt the DB, on that note I'd suggest you get in the habit of backing up the DB to your computer anytime you make significant changes in case that happens. Rebooting with the system-reboot option is the best method.

Many forums restricts images until you have posted, read, or interacted with a certain number of posts to try to prevent spam from bots that might make it on the community site, I don't remember if that is the case with this one.

I've not seen where a reboot wouldn't clear that message, and with your cloud dashboard links not working but your local ones working it sounds like something is being blacked coming into your network somehow.

4

I did. I am. Relatively new, I suppose.

image
image.png470×581 41.6 KB

Huh! It worked this time.

5

it sounds like something is being blacked coming into your network somehow.

Likely, or it's being rejected by the cloud -- perhaps due to being pre-owned. There's no mention that I have found of inbound port requirements; I would think it should be doing bi-directional over the 8883 connection which is what makes me think it's being rejected at the cloud end.

I can see it reaching out:

Proto NATed Address                            Destination Address                      State 
tcp   192.168.222.5:41456                      13.58.84.49:8883                         TIME_WAIT  
tcp   192.168.222.5:35527                      3.12.20.71:8883                          TIME_WAIT  
tcp   192.168.222.5:41457                      13.58.84.49:8883                         TIME_WAIT  
tcp   192.168.222.5:35525                      3.12.20.71:8883                          TIME_WAIT  
tcp   192.168.222.5:40129                      3.132.196.221:8883                       TIME_WAIT  
tcp   192.168.222.5:40132                      3.132.196.221:8883                       TIME_WAIT  
tcp   192.168.222.5:35524                      3.12.20.71:8883                          TIME_WAIT  
tcp   192.168.222.5:35526                      3.12.20.71:8883                          TIME_WAIT  
tcp   192.168.222.5:41459                      13.58.84.49:8883                         TIME_WAIT  
tcp   192.168.222.5:40131                      3.132.196.221:8883                       TIME_WAIT  
tcp   192.168.222.5:40130                      3.132.196.221:8883                       TIME_WAIT  
tcp   192.168.222.5:41458                      13.58.84.49:8883                         TIME_WAIT

...but no joy.

6

Yeah, being pre-owned there is probably still something tied to the previous owner which support would need to address if that's the case.

7

Okay -- support got back to me and suggested a soft reset. I did a soft reset and proceeded as new (rather than restore from backup) and it appears to be better now. (I've lost all my devices -- but that's fix-able.)

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