Smartcom server connection

craftycooky · 15 Jul 2020

Hi,

Any ideas what can cause a Smartcom to lose connection to the Texe Cloud server.

The App was working, then stopped due to cloud connection, left led flashing.

This was fixed by the person who installed it, not sure what was done.

It's now dropped the connection again.

It's connected to a BT router via a cable, internet is fine.

I have a similar Texe system that is connected to BT router via wifi which works fine.

I don't currently have SW versions but it was installed within the last year so should be current.

Attached is the error seen on the App

Thanks

Dave

secureiam · 15 Jul 2020

check which smart functions are turned on for the router and look at the logs to see when it dropped off.

There are articles covering this on the texecom forum.

craftycooky · 15 Jul 2020

Thanks will check tomorrow.
have seen on the Texe forum that BT routers can be an issue. Strange thing is that I have the same BT router with default settings, inc. smart setup, and all works fine. The only difference is that I use wifi and she uses a wired connection only.

secureiam · 15 Jul 2020

so can skyq....... like everything eliminate what you can first

craftycooky · 4 Sep 2020

Hi,
Further to the smart com issues above, losing the connection to the Texe server.

The installer has reconnected the smart com twice, works for around a day the loses the connection again.

Its a wired connection to a BT smart hub. I have a smartcom connected to the same model hub but via wifi and all is fine, even with Smart setup on.

In the admin menu on the hub it shows 2 appearances of the smart com, both disconnected, see pic. Both with different IPs and Mac addresses, so the smartcom unit has been changed but still drops out.

I have turned off the Smart setup on the Hub.

Any suggestions please on what to do next.

Maybe change from wired to wifi (as mine is fine on wifi).

Should I just pull the lead from the smartcom and just go through setup again.

Any other thoughts greatly appreciated.

The panel is a Premier Elite 8XP.

Thanks

Dave

secureiam · 4 Sep 2020

8XP is an expander not a panel.

hmm I would go through the process with the smart com and choose hard wired to be fair.

I would reboot the router first.

craftycooky · 4 Sep 2020

If I pull the lead from the Smartcom will I have to go through the full setup on the panel or will it reconnect on re powering up.

Thanks

Dave

secureiam · 6 Sep 2020

pulling the cable to smart com just removes power and coms between the panel it has little or nothing to do with setup to be honest.

craftycooky · 12 Sep 2020

Hi,
Today I disconnected the wired cable, which was going via an ethernet switch, which I thought may have been the issue.

Connected the Smartcom via wifi, leaving the wired connection disconnected.

All worked fine, for an hour or so.

Now the cloud led is flashing again with the wifi led permanently on.

Router smart setup off.

Any ideas please.

Thanks

Dave

secureiam · 13 Sep 2020

Without looking cant be certain.

check your DNS servers in the router and change them to the google 8.8.8.8 and 8.8.4.4 if they aren't set.

craftycooky · 14 Sep 2020

Hi,
Afraid I cant see DNS servers in the BT router.

However I have found a setting that is different to mine (mine works fine on default router settings).

The 'always use this ip' setting is set to No, on mine its YES. So guess when the lease runs out the IP is changing, am I correct to assume the IP changing will cause the issue.

Have tried changing the setting to YES but keeps defaulting to NO, going to try another router when I can find one.

Thanks

Dave

secureiam · 14 Sep 2020

If you know the version of your BT router you should be able to find the instructions for the dns servers and what they are set to.

In theory and from practical observation the ip address of the comip module changing hasn't been an issue as the smart com is using the cloud so port forwarding doesn't apply, as long as the router shows the device as connected.

craftycooky · 14 Sep 2020

Thanks, Its still showing as connected after rebooting the hub.
Will leave it for a day or so to see what happens.

Thanks for your help.

Dave

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