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

[amos19]

the alarm and cctv are connected with Ethernet splitter the extender will be used upstairs for wifi and tv so the alarm is staying in the port it is know so there's no change to the settings hopefully, i will give you update tomorow after the eero done its up date 

Thanks for your help

[KeithFrench]

All the tests I did yesterday were on V7.8.

If the gateway is the eero 6 Pro, what happens if you add the eero 6 back in as an extender? The crucial thing to check now is do the Ethernet ports of the eero 6 work with the alarm or not. Was it the relatively simple case all along that the ports were faulty?

[amos19]

Just hope you update doesn't affect it 

[KeithFrench]

Great, at least that is sorted. I think the current version is V7.8, but maybe you won't get that until after you do this update. I have noticed any problems.

[amos19]

Good morning Keith, 

Just setup new eero pro and all is working good alarm works bit worried about when it up dates its says update available

Amos

[amos19]

Yes the cable are good its the same one i used in work and tried different one as well at home im hoping maybe the new eero pro will work tomorrow, i think its just conflict between eero/TT and yale and hopefully they will fix bug without admitting who's fault it is 

[KeithFrench]

Hi @amos19 

I have now connected a laptop to each Ethernet port on my extender and that shows as online & works fine as well.

I don't believe, therefore, that this can be related to the eero update. We know that the Ethernet port on the Yale is fine, as it worked OK when you were at work. This makes me think that either the Ethernet port on your eero is faulty (unlikely, but possible) or, far more likely, the problem is the Ethernet cable. I know that you said that you have tried two different cables, but are you 100% confident that they are fully inserted at either end? This might sound daft, but some Ethernet cables have a plastic shroud around the release lever and these can sometimes prevent the cable from pushing all the way into the connector.

[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.