I bought the Remote Admin sub for this device. I've sent 4 emails to support because the Remote Admin connects and then says I cannot use it because my FW needs updating.
I got this so I could update it remotely. I cannot return to it's location and have been away for 2.5 years due to this covid thing!
Can you connect to my hub and do a FW update for me? Then I can use the Remote Admin as I intended.
My MAC address keeps giving error when I put it in so I cannot leave this message in the subscription section! I know my MAC is correct.
The support ticketing system changed months ago. I am not certain that they use that email any longer. Not sure where you even found that email, it has been removed from the https://support.hubitat.com page from what I can tell.
The new thing is to post here, and support can be summoned as a couple of the others above me did.
Curious, do you by any chance have a VPN connection into the network that hub is on?? If so you could go into it that way and do the firmware upgrade (and actually any remote admin tasks) yourself. I know its a long shot. Just brain storming. I just a use a VPN to access my hubs, no need for a subscription to do that.
Big long-weekend holiday, so if you started sending the emails over the weekend then not too surprising if you haven't heard from anyone in Support yet. Regardless you should hear from someone on Tuesday.
In the meantime, unfortunately there's not much any of us can do to help you, unfortunately. Very frustrating for you, sorry that's happening.
The most common reason Remote Admin stops working is when user is on a monthly service and payment time lapses more than 3 days due to delays in processing, often the Bank rejecting the renewal charge. If you see the service on hold, on the Subscriptions page at my.hubitat.com, that means the bank rejected the payment, and the service expired.
As an active Remote Admin subscriber, you can update the hub from the Remote Admin portal, without the need to actually connect to the hub, assuming that the hub is connected to the cloud. Just log on the following page:
Well that seems to be the issue. Remote admin requires a higher level of fimware than is on your hub. It shows in red that your firmware on the hub is incompatible until you can get in and update. Can anyone go to your place and run the update for you?
