Yale alarm smart hub offline

[ChrisWilk]

I have unlimited fibre with 2 eero. The yale hub is wired into the second eero.

Yesterday (16th Oct 2024) when enabling the alarm, the smart hub suddenly went offline.

On checking my eero, there was an update waiting. I did the update but it said complete without doing anything, and the update was still pending. I had the default DNS server setup, so I change to google (8.8.8.8) and then the update worked. SW version is now v7.6.2-130

The yale hub is still offline, rendering the alarm useless.

I try different DNS servers of 8.8.8.8 and cloudfare 1.1.1.1 with no success.

I ensure that as much of the Eero secure is off as possible, advanced security and ad blocking disabled. I have no profiles set up.

I turn everything off for more than 1 hour, systematically re-boot one by one and still no success.

What is next to try?

[Michelle-TalkTalk]

Hi Chris,

Thanks for confirming. I've seen a few posts about this since yesterday so I'm trying to find out if anything has changed. I'll post back here as soon as I know more.

Michelle

[ChrisWilk]

in addition, my eero is listing the yale hub as connected, name "Climax Technologies Co., Ltd. Eero says it is online (but it is not)

[ChrisWilk]

Hi, no known updates. I can not check because the only way to connect to the yale hub is via the app, and the hub is listed as offline. Surely it is an Eero thing as many have had the same problem yesterday, seems linked with the new fw update. Not had a problem since first setting up the Eero about 2 years ago. Then the only issue was I had to disable ad blocking

[Michelle-TalkTalk]

Hi Chris,

I'm currently looking into this with our Devices Team now. Can I ask, does the Yale hub also have softwares updates? If so has this recently updated or changed? 

Thanks

Michelle