Yale smart alarm offline

[amos19]

Hi just gone on to fiber had new eero modem my yale smart alarm worked for couple of hours, then the modem done a update now the alarm is offline and i cant reconnect i tried rebooting the alarm and modem but us still off line, any advice or suggestion's would be great, Thanks

[KeithFrench]

I have just connected my PC via Ethernet rather than WiFi & it shows up online & works fine. This is connected to one Ethernet port on my extender eero mesh node, I have also tried the other port & that connects fine as well. Downstairs in the gateway node, I have the Grandstream connected to the spare Ethernet port & that is online OK.

[amos19]

i havent tried yet only today i had them so going to try in morning when i got piece at home 

[amos19]

also at moment its disconnected because the bleeping 

[KeithFrench]

What happens if you put the replacement eero on?

[amos19]

I have tried 2 cables still same and yale connected through 4  splitter and direct to the eero but same outcome 

Thanks 

[KeithFrench]

Hi @amos19 

Now we're getting somewhere. Both the eero Pro 6 & the eero 6 have the same number of Ethernet ports, but when one is an extender that allows you to use the two ports of the extender eero, in addition to the one spare on the gateway eero.

How is the Ethernet cable from the Yale currently connected to the eero, directly via the one spare Ethernet port or is it via a network switch? Have you tried a new Ethernet cable? I do have another thread on the go, where not all of that customer's Ethernet-connected devices show online. However, I am waiting on that person carrying out some more diagnostics.

[amos19]

No says offline, i have had new eero6 pro from TT as the eero6 doesn't have the ports i need to they said i could use one as booster so going to try the pro as main but cant till tomorrow

[KeithFrench]

Can you please answer a question in my last post? In the eero app, does the Yale show as a connected device when connected via Ethernet cable?

[amos19]

I will message them now dont think i will get reply over weekend, I took the yale hub to work this morning and connected it to the broadband there as its not fiber and it worked correctly straightway with no issues just so frustrating. Thank you for your help so far  

[KeithFrench]

I have no idea about how you find the IP address, this is the one that your Yale alarm communicates to the Yale servers on. I appreciate that you don't know about the double bleep, which is why I keep asking you to contact Yale Support to find out.

I am sure we must have checked this before, but does the Yale shows as a connected device in the eero app?

[amos19]

Hi i cant find anything for the double bleep dont know what is trying to say? the ip addres you need where will i find this.

This is the manual for the alarms

SR_Alarm_Manual_A5-2018-V2A.pdf

Thanks

[KeithFrench]

That link doesn't help, as when I go to the support & downloads section, I still need to know the model number:-

https://yalehome.co.uk/support/download-center/product-manuals/smart-alarms 

TalkTalk do not block ports in the outbound direction, so that shouldn't be the issue. However, to prove this, I need to know the IP address or domain name that the alarm uses to communicate with the Yale system. Please, can you find this out, then I can test it.

You still haven't told me what these bleeps signify. I do not have this device, so unless you tell me, I do not have much to go on.

[amos19]

Like said before once ethernet cable is in there are no lights just double bleeps closesd think i can find for my Yale smart sr hub is this link

yalehome.co.uk/support/product-support/support-for-sr-smart-home-alarm

I have contacted yale and this is what they said

Please turn the Yale hub off from the main power and the backup battery (Behind the hub under the rubber cover is a slider switch for the backup battery - remove the rubber cover and get a pen to slide the slider switch to off) then reboot your home router once rebooted power the Yale hub back on from main power and the backup battery and try port 1 in your router for it. If the hub does still not come back online speak to your network provider to make sure ports 80 and 81 are not blocked you can also change you DNS settings with your network provider to 8.8.8.8 and this may help resolve your issue.

and this 

The hub is not faulty it is an issue with the alarm hub connecting to your new router which you will have to speak to your network provider to fix.

[KeithFrench]

Hi @amos19 

A video is of no use. I requested a link to the correct alarm on the Yale website so that I can download a user guide.

To try and save time, in addition to this, I need to know, as I asked before:-

• With the Ethernet cable connected, is the top light green?
• What state is the fault status light in the middle?

Can you please contact Yale support & find this information for me? Without it, I can't begin to investigate this problem. Just saying that it is the fault of the eero gives me nothing to go on.

[amos19]

No i dont have the sync same as the one in the link its smart hub 2.0

Thanks 

https://www.bing.com/videos/riverview/relatedvideo?q=yale+smart+smart+hub&mid=3649DB110BC73C14DB6236...

[KeithFrench]

Hi @amos19 

I think I have found the right manual; it says smart home alarm & further down in it, it mentions the smart Hub 2.0. 

Is it an SR-310, SR-320, SR-330 or the SR-340?

I have found this page about the lights:-

Alarm lights

Please can you clarify:-

• With the Ethernet cable connected, is the top light green?
• What state is the fault status light in the middle?

However, the manual does not mention what the bleep code means. I need you to contact Yale support to find out exactly what these bleeps mean.

Do you have just the one eero & does it connect directly to the one remaining Ethernet port?

[KeithFrench]

Hi @amos19 

I have found this on the Yale website - the Yale Sync Hub, not a Smart Hub:-

https://yalehome.co.uk/yale-sync-hub/?srsltid=AfmBOoqLGsEcedJpcrPU1BOoJFKh5lRl-RFCWfuqRNWJXEInYHnobK... 

Is this the product that you have? If not, can you please provide me with a link to it so that I can try & download a user guide for it.

[KeithFrench]

OK thanks for this. I will need to do some research online, but it may not be until tomorrow now.

[amos19]

Yale say the hub has no faults they say contact TT, its yale smart hub 2.0 once i connect the ethernet cable it constant bleep when i power up its got amber/yellow light in middle connect the ethernet cable light goes off but constant bleeping every 5 seconds double bleep but it did work till the very minute the modem done update then when off line

[KeithFrench]

I can only go with what other customers have told me, except for the fact that none of them so far have been an eero issue; they have been Yale problems.

Have you spoken to Yale support?

What model of Yale do you have & what lights are on it?