SPC connect offline

eoin8

Hi,

I've recently bought an spc 5320, and installed it at home. I'm now try to register my panel to the app on my phone. When I put in the details, and registration id it comes up with a generic error. Also on my keypad, when its in standby mode it says spc connect offline. Anyone any tips on where to go from here.

Thanks, Eoin.

KoolKid

Have you an Internet connection at the panel?
In communication >FlexC did you add SPC Connect to the ATS?

eoin8

Yes I have can internet connection at the panel, I don't have this flexc in communications. I am trying to configure with the keypad, if that makes any difference?

eoin8

KoolKid wrote: »

Have you an Internet connection at the panel?
In communication >FlexC did you add SPC Connect to the ATS?

Yes I have can internet connection at the panel, I don't have this flexc in communications. I am trying to configure with the keypad, if that makes any difference?

KoolKid

Log into the browser as Engineer.
Then go to Communications >FlexC

eoin8

KoolKid wrote: »

Log into the browser as Engineer.
Then go to Communications >FlexC

So connect to the panel via a laptop? Is there any special software required, or just a case of plugging in the USB cable?

KoolKid

Your panel should be already connected to your network. So you can log in to the panel via its internal LAN IP address.

eoin8

KoolKid wrote: »

Your panel should be already connected to your network. So you can log in to the panel via its internal LAN IP address.

OK, thanks for your help. I'll try that this evening when I get home. Thanks again.

eoin8

eoin8 wrote: »

KoolKid wrote: »

Your panel should be already connected to your network. So you can log in to the panel via its internal LAN IP address.

OK, thanks for your help. I'll try that this evening when I get home. Thanks again.

So I connected to the panel via the Lan IP address, logged in as engineer. And added spc connect to the ATS in flexc. But it is still saying spc connect is offline.

KoolKid

At the keypad, in engineer mode goto communications >Ethernet and tell me what the settings are for
IP Address
Gateway
DNS Server

eoin8

KoolKid wrote: »

At the keypad, in engineer mode goto communications >Ethernet and tell me what the settings are for
IP Address
Gateway
DNS Server

IP address is 192.168.xxx.xxx
Gateway is 192.168.xxx.xxx
DNS server is the same IP address as gateway.

KoolKid

That doesn't tell me anything.
I need to see range and the address handed out if DHCP is enabled.

eoin8

KoolKid wrote: »

That doesn't tell me anything.
I need to see range and the address handed out if DHCP is enabled.

DHCP is enabled.
So you need to see full IP addresses?

fred funk }{

eoin8 wrote: »

DHCP is enabled.
So you need to see full IP addresses?

They're not a secret.

eoin8

fred funk }{ wrote: »

eoin8 wrote: »

DHCP is enabled.
So you need to see full IP addresses?

They're not a secret.

What should I see?

KoolKid

eoin8 wrote: »

DHCP is enabled.
So you need to see full IP addresses?

Whats the problem with posting them.??
They are only internal address. 99% of homes use the same ones .
Need to check the range so I can advise you of manual settings if the panel is not being assigned a dynamic one via DHCP.

eoin8

KoolKid wrote: »

eoin8 wrote: »

DHCP is enabled.
So you need to see full IP addresses?

Whats the problem with posting them.??
They are only internal address. 99% of homes use the same ones .
Need to check the range so I can advise you of manual settings if the panel is not being assigned a dynamic one via DHCP.

Ok, so:
IP address: 192.168.001.009
Gateway: 192.168.001.001
DNS server: 192.168.001.001

KoolKid

OK
Can you login to the panel locally at https://192.168.1.9

eoin8

KoolKid wrote: »

OK
Can you login to the panel locally at https://192.168.1.9

Yeah, I can log in using that ip

fred funk }{

eoin8 wrote: »

Yeah, I can log in using that ip

Power the panel down and up again and it should come online.

eoin8

fred funk }{ wrote: »

eoin8 wrote: »

Yeah, I can log in using that ip

Power the panel down and up again and it should come online.

Just tried that, no luck unfortunately

KoolKid

What is showing in the ATS log?

eoin8

KoolKid wrote: »

What is showing in the ATS log?

"Network log: ATS 1 SPC Connect
03/02/17. 22.09.30: FlexC ATS Status DOWN"

That is what's showing in the ATS log.

KoolKid

OK

Try change the communications settings at the keypad to the following.

Change DHCP to disabled.
IP address: 192.168.001.100
Gateway: 192.168.001.001
DNS server: 008.008.008.008

Then power down & power up the panel again.

PS did you ever delete the ATS then add it to SPC Connect again?

eoin8

KoolKid wrote: »

OK

Try change the communications settings at the keypad to the following.

Change DHCP to disabled.
IP address: 192.168.001.100
Gateway: 192.168.001.001
DNS server: 008.008.008.008

Then power down & power up the panel again.

PS did you ever delete the ATS then add it to SPC Connect again?

OK just tried this, still showing spc connect offline... Yeah I had tried deleting then adding the ats, just tried it again now, but no luck.

mickjohnlong

What's the region set to Europe or Ireland? If it's set to Europe change it to Ireland.

KoolKid

OK so if the ATS has been deleted and added again it may never sync.
Has this panel ever been registered to an SPC Connect account?
If not PM me the encryption key I'll see can I use our account to delete the panel from SPC Connect and allow you start again.
Also meant to say. Can you check the lead feeding the panel to a laptop that it definitely has an internet connection?

eoin8

mickjohnlong wrote: »

What's the region set to Europe or Ireland? If it's set to Europe change it to Ireland.

It was set to Europe, ive just changed it to Ireland.

mickjohnlong

eoin8 wrote:

It was set to Europe, ive just changed it to Ireland.

Did that solve the issue?

eoin8

mickjohnlong wrote: »

eoin8 wrote:

It was set to Europe, ive just changed it to Ireland.

Did that solve the issue?

No, unfortunately not

eoin8

KoolKid wrote: »

OK so if the ATS has been deleted and added again it may never sync.
Has this panel ever been registered to an SPC Connect account?
If not PM me the encryption key I'll see can I use our account to delete the panel from SPC Connect and allow you start again.
Also meant to say. Can you check the lead feeding the panel to a laptop that it definitely has an internet connection?

No the panel has never been registered to an SPC account.

Just checked the lead feeding the panel on my laptop, and it connected to the net, with no problems.

I'll PM you the encryption Key.

Thanks a lot for all the help.

KoolKid

From the browser goto Communications>FlexC>Edit ATS>Edit ATP
Change URL from spcconnect.com to 194.132.254.184
Then goto Status>FlexC & Check ATS Status.
It that's still on initializing then try a restart of the panel.
If that's still not connecting we may need to go back to the option of deleting the panel from Spcconnect using the encryption key.

eoin8

KoolKid wrote: »

From the browser goto Communications>FlexC>Edit ATS>Edit ATP
Change URL from spcconnect.com to 194.132.254.184
Then goto Status>FlexC & Check ATS Status.
It that's still on initializing then try a restart of the panel.
If that's still not connecting we may need to go back to the option of deleting the panel from Spcconnect using the encryption key.

Tried the above, still not connecting..

fred funk }{

eoin8 wrote: »

Tried the above, still not connecting..

Have you setup more than one scp connect account? Even accidentally.

KoolKid

eoin8 wrote: »

Tried the above, still not connecting..

I have deleted the panel from SPC connect using the key you PMed me.
Try restart the panel again and see if that works.

eoin8

KoolKid wrote: »

eoin8 wrote: »

Tried the above, still not connecting..

I have deleted the panel from SPC connect using the key you PMed me.
Try restart the panel again and see if that works.

And I'm connected.. Deleting the panel from spc connect worked. Everything went smoothly when I restarted the panel today and went through the normal procedure of adding a panel to my account. Thanks for all the help.

joendebriun

Hi,

I am having difficulty getting my SPC4320 online. Although DHCP is working fine (I checked with telnet and DNS is working), spcconnect is not connecting. This is a new installation and panel should have not been registered. Does anyone have a suggestion on what could be going wrong here? Here is what comes up on the FlexC ATP log:

02/12/17 10:21:43: TCP connection timeout
02/12/17 10:21:43: FlexC Connection Establish FAIL
02/12/17 10:21:33: TCP connection OK

Thank you.

KoolKid

If nothing has changed with router or ISP etc then try a system restart?

KoolKid

If nothing has changed with router or ISP etc then try a system restart?

joendebriun

I followed your suggestion Koolkid and I am still getting "FlexC Connection Establish FAIL" after restart. I don't think the problem comes from DNS as log also indicates "DNS Resolve IP Address OK".

I did set the DMZ on the mobile broadband router to panel IP but that didn't help (ISP is Eir). Is there a way to check if there is a connection attempt from panel to scpconnect.com?

PS: I also upgraded to version 3.8.5, Release 30072

KoolKid

Are your ip setting manual or using DHCP?
What is DNS set to?

joendebriun

It's on DHCP. Ping and nslookup working fine. Is there a debug tool for FlexC to monitor connection attempts?
Here is snapshot from a telnet session on the panel:

>net
Ethernet interface:
Status : Up
MAC : XX:XX:XX:XX:XX:XX
Uptime : 1 Hrs, 20 Mins, 25 Secs
IP : 192.168.8.105
Netmask : 255.255.255.0
Gateway : 192.168.8.1
DNS : 192.168.8.1
Receive : 4383 Packets, 339680 Bytes
Transmit : 2140 Packets, 783487 Bytes


>nslookup www.spcconnect.com
Ip = 194.132.254.184

>ping 8.8.8.8

Pinging 8.8.8.8 with 32 bytes of data:
Reply from 8.8.8.8 time = 42ms
Reply from 8.8.8.8 time = 50ms
Reply from 8.8.8.8 time = 54ms
Reply from 8.8.8.8 time = 51ms

KoolKid

Have you tried 8.8.8.8 as the DNS?
What firmware version is on the panel?

Colm

joendebriun

Yes I tried 8.8.8.8 however spcconnect remains offline.

I think the router dns is working correctly since nslookup on a telnet session is able to resolve the spcconnect IP on the panel.

Panel was upgraded from 3.6.6 to 3.8.5 - R.30072. (Keypad SPCK52x on 1.01).

Could the issue be on the spcconnect.com side? Is it possible that there's some misconfiguration for my panel on the spcconnect.com ATS server preventing connection? (I have added and deleted the ATS setup several times since setup)

KoolKid

3-8-5?
Where did you get that release?
I sent you a PM re deleting from SPC Connect & starting again.

joendebriun

Version 3.8.5 came from Vanderbilt support. Reply sent to your PM.

KoolKid

Got your PM
I have deleted that panel from SPC Connect for you. Let me know how you get on.

joendebriun

Thank you so much, it's now working!

04/12/17 20:41:01: Poll transmitted OK
04/12/17 20:41:01: Encryption Key Updated OK
04/12/17 20:41:01: FlexC ATS Status: UP
04/12/17 20:41:01: FlexC ATP Status: UP [Polling Interval=60s, Polling Timeout=30min]
04/12/17 20:41:01: Poll transmitted OK
04/12/17 20:41:01: Event Transmitted OK [Event ID=7000, "System boot"]
04/12/17 20:41:00: FlexC Connection Established OK
04/12/17 20:41:00: TCP connection OK

KoolKid

lewis

Is this thread still active, I could do with some help..

KoolKid

What do you need help with?