I just upgraded from c7 to c8 and used my c7 cloud back up to restore into c8. i went to my cloud protrct subscription and tramsferred the subscription to my c8. My c8 still doesnt recognize i have a cloud subscription and asks me to sign up and gives me the error.
Last cloud backup failed. Failed steps: Z-Wave
Can you check why in the back end the hub is not recognizing my subscription? i verified that the subscription has the right hub id.
i also tried reload entitlement and nothing
Following because I've been having the same problem for three weeks now.
@bobbyD should be able to help.
Go here and fill out a ticket
done. is there a way to track the ticket? It didn't give me any ticket number nor a confirmation email
There is no ticket/tracking system that is visible to us, HE does that internally. Bobby has been tagged in this topic and you've also entered a ticket, so you should be very much on the radar.
Jumping on the bandwagon.
I migrated from a C-7 to a C-8 and very shortly thereafter to a C-8 Pro. I purchased a 2nd Cloud subscription rather than transfer existing one to make sure there was a backup being made to Cloud. The C-8 Pro which is the only device presently powered up and online was backing up successfully to the Cloud until yesterday. Further its existing Cloud backups have gone missing.
All the Hubs show as being registered.
Given that I did not want to be without a Cloud backup I attempted to activate a 3rd subscription on the active device (C-8 Pro). I was unable to do so because it already has an active Subscription. However I do not have the option to Manually Backup to the Cloud or schedule one. I did submit/contact via prescribed manner a week ago. I did receive a reply from Support on Friday that my message was received.
I did try all options previously mentioned. I have rebooted. I have shutdown and waited a half hour and restarted. I was thinking of reverting to a previous local backup to see if that may change what I am seeing on backup and restore page. As a last I was considering shutting down the C-8 Pro and reverting to the C-8 to see what options I had available from that device but been avoiding doing so, so as not add something else to the mix.
@bobbyd is still making is way through tickets from the holiday. Sadly it's a bit of a slow process. He will get to it though.
Understand *
10-4
thx
I appreciate there are a lot of tickets but this is pretty important and can cause data loss. We have subscription that we are paying for and there has been 0 action on the ticket. Cam we get an update please ?
We are still investigating why the service was not activated on the hub, despite the subscription being correctly transferred on the store side. If we were to resolve the issue manually, we wouldn’t be able to pinpoint the root cause. Understanding your concern about potential data loss, we have taken steps to manually correct the issue while continuing our investigation, using similar reported incidents for further analysis. When you have a moment, please connect to your hub, go to Settings, select Backup and Restore, and click on Reload entitlements to reactivate the service. If you have any further questions, feel free to reach out.
Works now, Thank you @bobbyD
Update: we were able to identify the root cause of the problem. After a successful transfer, the transfer link on my.hubitat.com was still present and attempting to transfer the service again would result in removal of the previously transferred service, leaving the new hub with no services. This issue has been now resolved.
Hi there,
@bobbyD I just upgraded from C7 to C8 Pro and I can't find the link to transfer the subscriptions from the old hub to the new.
Am I missing something?
Not missing anything. We discovered an issue with the transfer link and working on a fix. Will let you know when is resolved.
Download the Hubitat app
