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SPC 4320 and Virginmedia Hub 3.0

  • 18-04-2019 04:52PM
    #1
    DirkVoodoo
    Registered Users, Registered Users 2 Posts: 11,506 ✭✭✭✭


    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


Comments

  • #2
    KoolKid
    Moderators, Home & Garden Moderators, Technology & Internet Moderators Posts: 24,790 Mod ✭✭✭✭KoolKid


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


  • #3
    DirkVoodoo
    Registered Users, Registered Users 2 Posts: 11,506 ✭✭✭✭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.


  • #4
    KoolKid
    Moderators, Home & Garden Moderators, Technology & Internet Moderators Posts: 24,790 Mod ✭✭✭✭KoolKid


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


  • #5
    Jnealon
    Registered Users, Registered Users 2 Posts: 2,094 ✭✭✭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


  • #6
    DirkVoodoo
    Registered Users, Registered Users 2 Posts: 11,506 ✭✭✭✭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.


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  • #7
    DirkVoodoo
    Registered Users, Registered Users 2 Posts: 11,506 ✭✭✭✭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


  • #8
    Jnealon
    Registered Users, Registered Users 2 Posts: 2,094 ✭✭✭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


  • #9
    KoolKid
    Moderators, Home & Garden Moderators, Technology & Internet Moderators Posts: 24,790 Mod ✭✭✭✭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.


  • #10
    AvGuy
    Registered Users, Registered Users 2 Posts: 7 ✭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?


  • #11
    lewis
    Closed Accounts Posts: 2,401 ✭✭✭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.


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  • #12
    KoolKid
    Moderators, Home & Garden Moderators, Technology & Internet Moderators Posts: 24,790 Mod ✭✭✭✭KoolKid


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


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