SPC 4320 and Virginmedia Hub 3.0

DirkVoodoo

Hi,

Are there any known issues between the virgin media hub and this alarm panel?

My ATS is showing a status "fault" and the log displays the following info (listed below due to length, I've edited it for easier reading).

I have tried resetting the encryption key, no joy. Every time I try to add the panel on SPC connect, it tells me that the panel is offline. The panel says that SPC connect is offline.

I can reach SPCconnect.com in my browser, but when I ping the IP 52.157.236.48 it times out.

Have I missed something very obvious here?

Log starts here:
18/04/19 16:44:38: TCP connection closed
18/04/19 16:44:38: TCP connection OK
18/04/19 16:43:39: TCP connection closed
18/04/19 16:43:38: TCP connection OK
...
...
18/04/19 16:38:39: TCP connection closed
18/04/19 16:38:38: TCP connection OK
18/04/19 16:38:37: Poll transmission timeout. Poll failed!
18/04/19 16:37:38: TCP connection closed
18/04/19 16:37:38: TCP connection OK
...
...
18/04/19 16:09:39: TCP connection closed
18/04/19 16:09:39: TCP connection OK
18/04/19 16:08:39: TCP connection closed
18/04/19 16:08:39: TCP connection OK
18/04/19 16:08:38: FlexC ATP Status: DOWN [Polling Interval=60s, Polling Timeout=30min]
18/04/19 16:08:38: Poll transmission timeout. Poll failed!
18/04/19 16:08:38: FlexC ATS Status: DOWN
...
...
...
18/04/19 15:42:40: TCP connection OK
18/04/19 15:41:38: TCP connection closed
18/04/19 15:41:38: Poll transmission attempt failure
18/04/19 15:41:38: TCP connection OK
18/04/19 15:40:39: TCP connection closed
18/04/19 15:40:38: Poll transmission attempt failure
18/04/19 15:40:38: TCP connection OK
18/04/19 15:39:39: TCP connection closed
18/04/19 15:39:39: Poll transmission attempt failure
18/04/19 15:39:38: TCP connection OK
18/04/19 15:38:39: TCP connection closed
18/04/19 15:38:39: Poll transmission attempt failure
18/04/19 15:38:39: TCP connection OK
18/04/19 15:38:38: TCP connection closed
18/04/19 15:38:37: Poll transmission attempt failure
18/04/19 15:38:37: TCP connection OK
18/04/19 15:38:37: ATP operating as active ATP [Polling Interval=60s, Polling Timeout=30min]
18/04/19 15:38:37: FlexC Re-initialised

KoolKid

Which end are you resetting the encryption key from?
The panel or Spc Connect c?

DirkVoodoo

KoolKid wrote: »

Which end are you resetting the encryption key from?
The panel or Spc Connect c?

Oh delighted you replied! All the most informative posts I found involved your input.

Resetting from the panel. I can't see the encryption dialogue under spc connect as the panel can't be viewed there. Every time I try and add the panel with the registration ID I get a "panel offline" warning.

KoolKid

Did you delete the panel from Spc Connect?
What DNS and Gateway settings are you using.?

Jnealon

Did you have another broadband provider before Virgin
If the panel is configured for DHCP then it should pick it up, failing that just set it up manually

DirkVoodoo

KoolKid wrote: »

Did you delete the panel from Spc Connect?
What DNS and Gateway settings are you using.?

No, the panel is a new install, only ever had Virgin.

Yep, it's configured for DHCP:

IP Address: 192.168.0.31
Netmask: 255.255.255.0
DNS Server: 192.168.0.1
Gateway: 192.168.0.1

I can see the panel connected to my virgin router when I login to the Hub at 192.168.0.31 and I can ping 31 as well.

DirkVoodoo

FYI I was trying to use this as a troubleshooter, but no luck:

https://www.spcsupportinfo.com/SPCConnectPro/wp-content/uploads/2017/11/SPC-Connect-and-FlexC-communication-support-document.pdf

Jnealon

Maybe change the dns to 8.8.8.8, also check the flexc status, if it's failed or still initializing then delete it and re add

KoolKid

It could also be that the panel is using different encryption key each end.
If you send me the registration key I can delete it from Spc Connect totally and start again.
You could also try adding a second atp/ats and that will generate a separate encryption key.

AvGuy

I have the same problem with my mothers 4320 but with Eir, i have never been able to get the panel to connect to spc.
I have disabled the firewall and replaced the router with the old eircom router but i keep getting "TCP connect timeout" and "Poll transmission attempt failed"
I have set the panel to DHCP and also changed the DNS to 8.8.8.8.
I have followed the instructions in the above link too.

I have updated the panel firmware to version 3.9.1.
I have created the backup ATP 2.
When i ping www.spcconnect.com the ping fails both using eir and digiweb (my home ISP)
If i ping www.spcsecure.com the ping is fine.
I have used port checker to check ports 52000 and 443 which are showing as open.
Is there anything else i can try?

lewis

Have you tried resetting the router?

I had to go back to using my Virgin router/modem and only a reset would get the SPC back online.

KoolKid

Avguy. As above I'd recommend getting it deleted from Spc Connect totally and start again.