Leonard1105

Solution: The Control4 technical representative was in the area and came out to see if he could figure out what was going on with the connectivity issue. He went through the system and was not able to identify any one item that was causing the issue. He did notice that the temperature of the processor was higher than recommended, but not at a critical level. He was about to conclude that the hardware should be replaced (not under warranty) when he decided to take a long shot action of upgrading the OS to the latest level. He did not see anything in the update that would affect this issue. However in the process of upgrading the OS, he noticed an EA1 in the project which physically did not exist. This EA1 was taken out of the rack, quite some time ago, but was not removed from the project. After the upgrade, he removed the EA1 from the project and the connectivity returned. He could not explain why this blocked connectivity. The EA1 was removed long before the connectivity issue appeared. No further explanation was available. Thank you all for your support to resolve this issue.

The issue of remote connectivity of C4 servers started while still on OS2. We updated to OS3 in hopes of clearing the problem. Operationally I have full functionality inside the LAN. But if an app has to touch C4 or others, it will fail. I also can VPN to my network and use the app remotely (only function that does note require remote connection). We have had L2 connected several times but have not been able to get a solution or fix.

I believe it went from2.6.x to 3.3.x. Nothing higher. I do not have access to Composer so I may not have the versions correct.

Let me give an update. Installer came out today and did a hard reset on the EA5. This brought the machine to v2.10x. He looked at a connection setting after the reset and the check mark turned from yellow to green which gave us hope. He proceeded to upgrade to V3.30.x and load the project. The check mark turned yellow indicating loss of connection. Validated loss of connection at my.Control4.com. Prior to the installer coming, I did a rebuild of the network and kept all defaults as suggested above. I had enabled Threat Management and country blocking. At this point the installer does not have any options do no plans to move this forward yet.

I heard from my installer and he said he has been talking other installers and they want to take the EA5 down to factory defaults and then reload the stack. The rationale is there is some old software that is causing stuck bits. I have seen this in older computers before so this is logical. This would mean that even the OS3 upgrade doesn’t flush the system. There are ways to avoid this situation. I hope this is the problem to move forward with a solution, but if it is the problem, I would call this a C4 bug that needs to be addressed. I will let you know results.

Spectrum is the ISP. But unless they changed something, it was work before UniFi. I was thinking about getting with another dealer but not sure if they would be interested.

I was running Country Restrictions, Threat Management (detect and block) on high and dark web blocker and malicious website blocker. But when I did the rebuild of the network I did not enable any security options and still had the problem. I have since switched it on since it did not seem to be the issue. Could this be an EA5 HW issue??

I am hoping to find a solution but if not can you identify alternatives to the UniFi Dream Router. I want to do research ahead of time. If possible I would like to keep my UI AP’s. I think I can control them with a cloud console although that’s not my desk.

Do you mean static ip for the EA5. It was static but after C4 L2 changed it to Dynamic on the controller I just changed it to dynamic on the UDR. Either way there is no remote connectivity. As for DNS, they are set at 8.8.8.8 and 8.8.4.4 on the UDR. The EA5 has the same plus a third which is the UDR gateway.

The EA5 is dynamic. C4 L2 suggest that it be changed. The router is static DNS. I agree with you suggestion regarding switches. At this point, I would need to run new cables. Not sure it is practical at this point. The EA5 was connected to the main rack switch which connects to the UDR. I just tried an experiment plugging the EA5 directly into the UDR without success. So although this is a very good suggestion, and I would like to do it, I do not think it is the issue at hand.

Attached is a crude topology. Attached is a crude topology and the UDR topology. Many of the devices in the UDR are still labeled incorrectly. I do not believe there is any DNS filtering and I do not know what Pi hole is so unless it is a default I am not doing that either.

The EA5 has a wired connection. The only SSID that drives a VLAN is the guest network and this VLAN is built into Unifi. All other SSID's are on the default network. I just tried to remove the guest VLAN and tried to connect and it again failed. So do not think it is the guest network/VLAN. I was very careful to limit any VLAN's as I had read about this problem in the past. My original configuration used several VLAN's but I eliminated in an effort to resolve this problem. I had thought that there might be some remnants of the VLAN's even though I removed them, which is why I did a clean rebuild. Anything you might have on the VLAN issue or work around? Thank you.

Is there anyone on the forum that can assist me to resolve this. I get the sense that it is the network also, which is why I did a factory reset and rebuilt the network. The network is very straight forward, with nothing I think is unique. I have a static IP WAN, single network, 4 SSID's including Guest, 4 Unifi AP's and the EA5 is wired. I had the same problem with the EA5 plugged directly into the UDR or a Cisco Series 100 switch. Question from the rebuild of the network: Does the EA5 need anything other than a power cycle to reset the network connection? I have heard from the installer that re-registration solves a lot of problems. I asked him to do this remotely, but he said he could not get to the EA5 to do this. I asked if this is something I can do, but have not yet received a response. Thank you.

My dealer lost the limited skill they had and is very open to the fact they do not have the networking skills. Even with C4 L2, they seemed to shy away from anything networking. I offered for them to access my network config and they said they did not know enough about UI to do that. So, this leaves me in a bind: 1) I do not have access, knowledge or experience with Composer/C4, 2)Installer does not have network skills and 3)C4 technical support does not have network skill or willingness to support network issue. Not sure how C4 stays in business with this model. Any thoughts on whether this could be a HW problem? Installer does not have a spare to try?

My 4Sight subscription is current. The problem appeared shortly after moving to the UDR. The first thing the installer did was to upgrade to OS3. This forced me to upgrade the phone app, so net both the app and the drivers should be recently upgraded. We have had C4 L2 engaged several times so hopefully software levels are good. L2 has said that the EA5 has not checked in since 8/31 and is showing a connection issue. Any attempt to use a function that requires C4 server access appears to be blocked because the EA5 is not communicating with Control4 servers. Installer has indicated that everything looks good in Composer (I do not have access to that data). I am beginning to think this might be a HW problem?