Trying to help my parents with their system as they are not as tech savvy. Below is the situation just looking for genuine advice. My background is I currently manage a team and work along side them doing desk side support for a big company and been in in various IT roles for 15+ years. We support PCs, mobile phones, cisco desk phones, printers, cisco switches, servers, applications, AV equipment (projectors, Crestron controllers, etc.). I would say I am pretty comfortable with more troubleshooting but I cannot seem to find anything, when I seem to find a good link it wants a dealer login and while I support AV we do not use control4.
They went to use their theater system which had worked 2 days prior with no issues but it would not control some of our devices. I can get to the control4 homepage via the dial and mobile app but it seems to be only partially working. We called our dealer and they walked us through some quick items like is the system on a surge protector (yes they installed it and its functioning fine its a Wattbox Power Conditioner) We told them that on the front it has a flashing amber light and they said that means outlet "Factory Restore Underway" which we did not initiate or know how to. We we spoke to our dealer they said they will need to come out to check out the problem. They had us power everything off using the Wattbox power button, let it sit and power it back on (tired a couple of times as per their instruction) and it still was stuck in this state. They said they could not remotely troubleshoot it and would need to come onsite which is fine however they are 2 weeks out. I know in the control4 account it has a spot where I can download my backup but I noticed it says "Backups are snapshots of your system configuration. Your Control4 Smart Home Pro may use these backups in the event of system upgrade or hardware failure to restore your system configuration." I was able to find the end user "install guide" and can see the "Reset to factory settings" steps but I am not wanting to make anything worse. I know the company and the dealer have to make money and more than happy to pay them but I am just surprised at how little can be done from my side from the instructions I saw.
Does this mean that we are stuck and have to wait the 2 weeks? Obviously we want to use this dealer as they are the ones that installed the whole system which was by no means cheap and its been great up until this point(its 3 years old).
