tvrulesme Posted June 6, 2016 Share Posted June 6, 2016 I recently changed my internet provider and my ip address were now in the range 10.0.1.* from the previus 192.168.0.* range. Since I made this change I could not add iPhones and other devices to use the Control4 app. Error screenshot attached. I have since changed my range back to 192.168.0.* but the app is still unable to connect. Someone suggested unregistering the controller and regesitering it but I now get a missing licience error so cannot connect to the app to register the device. The app is my only way of controlling my HC-250. Anyone have any ideas on how to resolve this without going via a dealer or will I have to bite the bullet? Link to comment Share on other sites More sharing options...
Gix656 Posted June 6, 2016 Share Posted June 6, 2016 Was your dealer involved when you changed you internet provider? If not you'd better contact them. Link to comment Share on other sites More sharing options...
tvrulesme Posted June 6, 2016 Author Share Posted June 6, 2016 They weren't and I wasn't really expecting them to be. Control4 is a tiny part of a much larger network of things and I don't really want a dealer to be messing with everything else in my house. Plus I don't really see this as something that should be paid for as there is clearly a bug in the app which fails to see my login information. Link to comment Share on other sites More sharing options...
Cyknight Posted June 6, 2016 Share Posted June 6, 2016 26 minutes ago, tvrulesme said: They weren't and I wasn't really expecting them to be. Control4 is a tiny part of a much larger network of things and I don't really want a dealer to be messing with everything else in my house. Plus I don't really see this as something that should be paid for as there is clearly a bug in the app which fails to see my login information. TV rules me is your screen name and yet you state that a C4 dealer should not be involved in your network? Quite frankly you went out of your way and ISP went and changed your router - or possible put a router in front of your existing router, or wired into the same switch as your router..... Link to comment Share on other sites More sharing options...
alanchow Posted June 6, 2016 Share Posted June 6, 2016 I am guessing the hc250 you had did not have a licence. I also assume you registered a new account. As the licence was purchased was assigned to your old account thus you are now experiencing this issue. this is the most likely cause. Link to comment Share on other sites More sharing options...
tvrulesme Posted June 6, 2016 Author Share Posted June 6, 2016 1 minute ago, alanchow said: I am guessing the hc250 you had did not have a licence. I also assume you registered a new account. As the licence was purchased was assigned to your old account thus you are now experiencing this issue. this is the most likely cause. Thank you alanchow. I was hoping for someone who could provide a reason as you have. Strangely the system used to work perfectly so I have no idea why or how the license has disappeared. Back to my point, should I really be expected to pay a dealer £200 plus VAT (last quote) to resolve a bug with an app? Seeing as all dealers I have contacted have not got back to me after 48 hours from contacting them for help paying or not, how am I supposed to see this as helpful? In fact the last dealer swore at me in an email stating it was all my own fault and that I was on my own.... Link to comment Share on other sites More sharing options...
alanchow Posted June 6, 2016 Share Posted June 6, 2016 20 minutes ago, tvrulesme said: Thank you alanchow. I was hoping for someone who could provide a reason as you have. Strangely the system used to work perfectly so I have no idea why or how the license has disappeared. Back to my point, should I really be expected to pay a dealer £200 plus VAT (last quote) to resolve a bug with an app? Seeing as all dealers I have contacted have not got back to me after 48 hours from contacting them for help paying or not, how am I supposed to see this as helpful? In fact the last dealer swore at me in an email stating it was all my own fault and that I was on my own.... Firstly let me start by saying what you are experiencing is not a bug. older controllers do not come with licencing. They were purchased and added to the account. By unregistering your old account and registering a brand new account your system cannot see the old licencing. its like registering a new email address. Do you expect to see your old emails from you previous account? nobody can really help you without knowing your old credentials. Your original dealer is probably going to be your best bet. Link to comment Share on other sites More sharing options...
tvrulesme Posted June 6, 2016 Author Share Posted June 6, 2016 4 minutes ago, alanchow said: Firstly let me start by saying what you are experiencing is not a bug. older controllers do not come with licencing. They were purchased and added to the account. By unregistering your old account and registering a brand new account your system cannot see the old licencing. its like registering a new email address. Do you expect to see your old emails from you previous account? nobody can really help you without knowing your old credentials. Your original dealer is probably going to be your best bet. thanks that makes it clearer. My model is C4-HC250-BL. I always thought that came with a license. If not, how much should I expect to be charged for a new licence? Link to comment Share on other sites More sharing options...
alanchow Posted June 6, 2016 Share Posted June 6, 2016 6 minutes ago, tvrulesme said: thanks that makes it clearer. My model is C4-HC250-BL. I always thought that came with a license. If not, how much should I expect to be charged for a new licence? Control4 stopped selling licences about 3 or 4 years ago. You will need to purchase a new controller. Link to comment Share on other sites More sharing options...
tvrulesme Posted June 6, 2016 Author Share Posted June 6, 2016 7 minutes ago, alanchow said: Control4 stopped selling licences about 3 or 4 years ago. You will need to purchase a new controller. Yikes. and a MyHome license wouldn't cut it? Sounds like it would be cheaper to get a bunch of old SR250s. What a crazy company. Link to comment Share on other sites More sharing options...
Matt Lowe Posted June 7, 2016 Share Posted June 7, 2016 if you had this working prior you simply need to re register the controller with the original account. likely networking is the culprit of your original error and you will need to get someone other than the cable company involved. Link to comment Share on other sites More sharing options...
StroTek LLC Posted June 8, 2016 Share Posted June 8, 2016 This thread is why we need dealers to install and configure things Link to comment Share on other sites More sharing options...
control.four Posted June 8, 2016 Share Posted June 8, 2016 It is likely that even though you changed the IP address range back the DNS server settings for the controllers Etc were not changed and that requires composer pro Sent from my iPhone using Tapatalk Link to comment Share on other sites More sharing options...
tvrulesme Posted June 8, 2016 Author Share Posted June 8, 2016 1 hour ago, StroTek LLC said: This thread is why we need dealers to install and configure things I was prepared for one or two arrogant swipes as per usual in this forum but I'm afraid sir you have triggered a rant. Why we need dealers. Don't make me laugh. The dealers and control4's insistence on their use is what is preventing control4 from being in any way decent product. The misguided assumption that some person who has been on a course, paid a sum of cash to the mothership for demo gear and maybe knows a bit of lua will in some way guard the integrity of a product is of huge deterrent to the company. If they would only look to lessons of the past with open source wonders like Linux and the Apache project they would have a truly great product. Open it up and you will reap the reward of a thousand enthusiastic followers. I have never in my 20 years of software development and systems architecture design heard of a piece of software where I have to call some guy I don't like, to try and sort an issue because a network address has changed. To then be told he doesn't know what the issue is but he is happy to have a play around for £200 + vat (half price apparently, thanks a lot). A man who, when I declined to be shafted as I believed and still believe this is a bug, then swore at me and told me it was all my fault... And what is the insistence of coming round to your house? Have they not their own homes to go to? A network change I tell you. How on earth can an address range change bring a whole system down for now over 10 days. If this were Logitech you'd be ranting with a placard outside their HQ by now. So the latest in this saga. I switched dealers to a platinum one thinking, "well these guys must know what they are doing". 3 days later, all seems to be in order with my account and I do in fact have a licence (looks like you were wrong @alanchow ) yet the problem persists with the iOs app and they still don't know what's wrong. It's gone to the "gurus" at control4. Thank god my HC-250 is only controlling my media centre and not my heating or life support machine. It's last chance saloon for my control4 kit. eBay beckons. My harmony hub has come out of the cupboard, set up for free in around 20 minutes (no full days rate there dealers) thanks to a superb UI, and is seamlessly doing the job that control4 failed to. All for less than half the price of the dealers visit. And you know what, I chucked in an ip range change, just for kicks, and 45 seconds later, still running like a dream. Link to comment Share on other sites More sharing options...
SY3 Posted June 8, 2016 Share Posted June 8, 2016 1 hour ago, StroTek LLC said: This thread is why we need dealers to install and configure things Agreed and also why we need dealers to explain to the user how things work. I've run into 3 users who moved away from Control4 and when I answered their concerns, they all said "why didn't my dealer tell me this?" Link to comment Share on other sites More sharing options...
StroTek LLC Posted June 8, 2016 Share Posted June 8, 2016 @tvrulesme my comment was not meant as a attack on you or the situation that you find yourself in. But fact of the matter is that a dealer SHOULD know what all changes are to be made to the system when a network change like this occurs. A few dealers on here have diagnosed the issue without too much information for you, for FREE. Think of Control4 like a Layer 3 network switch.. you can buy it and install it and it may work for you.. but the moment you mess with settings without knowing what you are doing.. things break. Now Control4 is doing lots to make sure that their dealers do know what they are doing.. unfortunately... some dont. I suggest you find some of the dealers on here who do remote work, and ask them to login to your system and see whats what. ALSO side note: I am NOT a control4 dealer at the moment, nor have I ever been one Link to comment Share on other sites More sharing options...
tvrulesme Posted June 8, 2016 Author Share Posted June 8, 2016 Anyone who charges that amount should know in an instant how to fix things. I agree. I went through the dealer list in my area calling the top 10 closest. None of them have had an idea what the problem is. Top insulting answer? Have you switched it off and on again. Laugh I nearly ... My big gripe that changing an ip address should be absolutely under the control of the user and not reserved for the "specialists". This is basic. Control4 is thankfully not the centre of my home networking universe or I would be in a lot of trouble right now and unable to work. With everything mapped by MAC address instead of IP address, why would this make a difference anyway. I believe this forum is one of the few redeeming features of Control4 and the advice given, though at times spikey, can be useful. However on this occasion they have not diagnosed the issue. If they had, I would have been out of pocket a few thousand pounds buying a new system as recommended previously instead of Control4 investigating the issue. I would take you up on your suggestion of finding a dealer for remote work but it will end up costing me more than I can get for the system on eBay for something which is not, despite my previous dealers assertion, my fault. That is simply unfair. Link to comment Share on other sites More sharing options...
Matt Lowe Posted June 8, 2016 Share Posted June 8, 2016 the truth of it is many consumers have no idea about networking. This forum excluded. Its not that you need a dealer to make networking changes. You do need someone who is aware of all of the networking that devices in your system uses. These are not pcs's and most devices networking and processing are extremely limited. Typically ISP changes are not catastrophic, but your system may have been installed with static addresses. Also many devices in the programming may be based on a specific address, and some drivers may need to re initialized if the networking changed. Enough on that. Some actually fixes Have you unplug the controller? This a valid questions as many electronics can store up errors in their memory that do not clear properly, power cycle handles this. My first question for most all of my customers, but typically it is directed at the terrible cox box's we have here. Second be sure to reinstall your application on your device. for good measure reboot after uninstalling the app. Also be sure to be on the local wifi to your controller. Before logging in you can also hit the C4 button on your remote and go to settings, remote service, and try checking in. If the check in fails there is still a networking issue at play most likely. If after reinstalling the app and checking in the controller, and the controller is a licensed model, you can try and register a new account, but this would be the very last thing, and unlikely needed step. it really is upsetting when people have poor experience, that they compare harmony to c4. They have their place and you do have a powerful tool in your home, but the experience is all based on the install quality, and this is why c4 spends so much time and MONEY to train us dealers. However just because someone went to school and got a diploma does not mean they passed with all A's. Link to comment Share on other sites More sharing options...
tvrulesme Posted June 8, 2016 Author Share Posted June 8, 2016 @Matt Lowe it's answers like these which almost make me regret my rant. Thank you so much for a fantastic summary. I will try all your suggestions and report back. You are a credit to this forum. Link to comment Share on other sites More sharing options...
SMHarman Posted June 8, 2016 Share Posted June 8, 2016 My big gripe that changing an ip address should be absolutely under the control of the user and not reserved for the "specialists". This is basic. Yeah but no but yeah but no. So my avr, roku, popbox, bd and more drivers require the ip address of the device to be recorded in the driver. In composer software. That also needs to be recorded in the dhcp reservation table on the router Change the ip range and change these settings in the driver. IR bugs don't need such changes. Control4 devices and their sddp means they can rediscover. But the network is a critical path and yoi change those paths and devices will get lost. Changing the router means replicating the dhcp reservation table. Understanding the range it operates on and the implications of switching to another range on the code the controller runs Link to comment Share on other sites More sharing options...
funnyfarm299 Posted June 9, 2016 Share Posted June 9, 2016 We used to use consumer grade routers (Linksys, Netgear) or even worse, ISP routers. Since last year we have been using CI networking equipment. The number of service calls due to DHCP, static addressing, and similar issues has plummeted. Back to this case: this is why you use a router BEHIND the modem. Changes of ISP or changes BY the ISP should never have bearing on the Control4 system. Link to comment Share on other sites More sharing options...
funnyfarm299 Posted June 9, 2016 Share Posted June 9, 2016 double post... Link to comment Share on other sites More sharing options...
Cyknight Posted June 9, 2016 Share Posted June 9, 2016 38 minutes ago, funnyfarm299 said: BY the ISP should never have bearing on the Control4 system Assuming they don't mess it up Link to comment Share on other sites More sharing options...
SMHarman Posted June 9, 2016 Share Posted June 9, 2016 We used to use consumer grade routers (Linksys, Netgear) or even worse, ISP routers. Since last year we have been using CI networking equipment. The number of service calls due to DHCP, static addressing, and similar issues has plummeted. Back to this case: this is why you use a router BEHIND the modem. Changes of ISP or changes BY the ISP should never have bearing on the Control4 system. Don't you also move the client to owned equipment cable modem and take the isp modem out of the equation. Something like this baby. http://www.amazon.com/gp/aw/d/B00AJHDZSI/ref=dp_ob_neva_mobile Link to comment Share on other sites More sharing options...
StroTek LLC Posted June 9, 2016 Share Posted June 9, 2016 I have always owned my own cable modem for the same reason... the less comcast gets to mess with my network the better Link to comment Share on other sites More sharing options...
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