Derrick Cain

Hey Eggz,  PM sent.  There are two different sensor bars available.  We just need to get you the same ones for your KP's and dimmers.  The black ones have a smaller light pipe, allowing less ambient light in.  Helpful in some situations, and not usually helpful when they're mixed and matched.

This maybe unrelated, but SiriusXM has built in "timeouts" and it varies by station.  Anywhere between 2-12 hours, the station will just stop.

We're working them to improve stream fail-overs, but as Jane mentions, this can be random from different devices; AVR's, Sonos. Heos, Etc.  We're doing our part to improve anything on our side to reduce URL time-outs.

RMcalhany,

I might be able to help.  Can you PM you customer.control4 account name?

Or try this:

If your app is stuck on authenticating, it could be a DNS issue.  Try logging in while off your WiFi at home, just cellular.  That should get you passed the authentication.  If this is the case, you'll want to address your DNS in your router at home.

If you cannot connect to your system via the app, I would suspect something with the network.  I noticed you mentioned Comcast is your ISP, are you using their all-in-one gateway as well?  Or your own aftermarket router?  You can also PM me your Control4 account name and I can see if the system is online.

Thanks,

Derrick Cain

The Hourglass indicates it cannot find the network.  You'll need a dealer to add this device to your project, there is no way to do this without a dealer.

So we've been testing multiple sources (Sonos, Denon, C4), and the URL stream for SiriusXM seems to be timing out, no matter the source.  Our engineering has been working with them, and letting them know of the issues we're experiencing with their streams.  I'll provide any updates we get, otherwise they are aware of this now.

Hi Jane & Ravi,

It sounds like your system might be having issues resolving the Sirius XM server,  as you mentioned Sonos is having a similar issue.  Depending how your network is setup, your dealer may want to take a look at which DNS your network is pointed to.  I'll look into it on our side to find out if there have been multiple reports, or if this a new issue from a possible server issue.

FYI.  We had a short maintenance yesterday starting around 11:00PM mountain time, and ending at 11:40PM, at this time, Alexa and a few other online services were not available. 

Carvell,

Are the devices not showing online, but still responding?  Or nothing at all like last week?  We've gotten reports that devices are still working, however showing offline in the app.

Our web services team has identified and addressed the issue that may have been affecting users during higher traffic times.  If your Control4 account is currently disconnected from Alexa (devices showing offline), disable and re-enable the skill.  We are continuing to improve stability and response when using native Alexa.  Please PM me or post if you have issues or feedback.

Our web services team is looking into the cause of these interruptions.  I appreciate the feedback and patience.

Hi Adam,

Are you having similar issues as mentions above?  Are the devices non-responsive towards the latter part of the day?

Let me investigate this a bit more.  It sounds from the posts above are around 9PM (or evening in general)?

2 hours ago, control4user007 said:

Any chance we can get "read-only" access to dealer forums (even portions of it) ?  

 

Edited: Just wanted to say that I really appreciate Derrick reaching out to us on this forum - re-assures me as a C4 customer!

I'm glad to hear!  I'll try to be an additional resource, and I know I've talked to a few people here on the phone and through e-mail.

I'll pass along the suggestion, although I know dealer forums are geared more towards dealer/manufacture information.

Hi Gary,

KB 1890 is pretty much the steps I posted.  It only leaves out a few things specifically in Composer Pro, for example, another step is: Is the system stuck on updating a device?

I've seen a few different posts on here regarding Alexa and Control4.  I'd like to provide some information that may help solve issues you are running into.

This link below will go over the basics and requirements for integrating Alexa with Control4.  It has a couple of videos, and a guide, highly recommend watching the quick videos to get familiar.

https://www.control4.com/stashes/alexa-help

If Alexa was working, but you're having intermittent issues, or it stopped working, try the following:

- Ensure you have 4Sight, you can do this by logging into your account.

- Proper network setup, such as using static DNS look up. (may need to include your dealer for this)

- Ensure the time of your Control4 system is correct and in the right time zone(check a remote, navigator, or touchscreen), if it's wrong please contact your dealer.

- Verbally have Alexa discover devices after making any changes to names or scenes.

- Check the naming of your devices through your account page, change a name of a device and verbally ask Alexa to discover devices.

- Disable the Control4 skill through the Alexa app, and re-enable it.  This will also prompt you to re-discover devices.

- Reboot your main Control4 unit, as well as the Alexa device.

Dealers can refer to KB 1890 as well.

If you're having issues with engraved or plain rockers/buttons, we can assist.  Your dealer should not have a problem processing a replacement as well.  You can send me a direct message as well if you have any questions.

PM sent.  

Even breaking the little tabs or anything, let me know I can assist.

If you're having issues with rockers or keycaps not fitting properly, please PM me to get it sorted out.  You can also contact your dealer, and our support will take care of those as well.

 I'm very sorry for the inconvenience.